Sun Country Airlines

I am rejecting this response because: Sun Country Airlines' response to my complaint was just copied/pasted from a 'cookie-cutter' template that no one bothered to customizeThe 'template' message (below) doesn't give any specific dollar amount of how much they're willing to reimburse - it literally says "$xxxx." And there wasn't even a call-back phone number: "Please give me a call at xxx-xxx-xxxx...." The company did call my cell phone at 3:pm Tuesday 5/8/(while I was at work and unable to answer), but DID NOT EVEN LEAVE A VOICEMAILHad my callnot identified the number, I would have had no phone number to call back I called the number back twice, but it was an automated system for creating/existing reservationsUpon choosing 'existing reservations,' both times the automatic message said expected wait times were in excess of minutes Sun Country's response (below), said they are willing to issue a voucher for future flights with Sun Country, but I will not fly with this airline againThey also mentioned a refund, but didn't even give me a number to callThey're making NO EFFORT to actually allow me contact them to confirm the credit card! I understand that mechanical issues can happen to any aircraft/any airlineBut Sun Country made no action to help passengers get to MN until it was way too late - after having said many times that they were confident the issue would be fixed! I work in customer service, and even the copied/pasted template (with no dollar amounts, no call-back phone number) is YET ANOTHER SLAP IN THE FACE This is unacceptableI expect that Sun Country refunds the entire cost of those original flight ticketsI am VERY UPSET that they won't pay any portion of the cost to get my family home WHEN THEY FAILED TO GET US TO MN THEMSELVES Their response only further infuriated me'Customer Service' involves turning negative experiences into repeat customers by exceeding initial expectationsTheir response did NOTHING to mend their reputation in my mind - it only made it worse Had the ENTIRE SITUATION about the delay been handled better (and much earlier) on Sunday 4/29/2018, this whole issue could have been avoided Sun Country's response: MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to respond to the issues expressed by our customer in her complaint filed with the Revdex.comWe have responded to the complaint filed directly with Sun Country as follows: "I am truly sorry for the difficulties you described when flight was cancelled and rescheduled to depart Monday morning for mechanical reasonsWe acknowledge how frustrating a travel disruption can be and while on-time performance is of utmost importance, the air-worthiness of our aircraft and the safety of our customers and crew will always take precedenceA maintenance-related issue is challenging to predict, and this can sometimes result in less information being provided than we anticipateThe airport staff in Denver relayed information as it was given to themMore timely explanations should have been offered by the airport staff, and I regret that you were not afforded these courtesiesWe will continue to look for ways to better reach our passengers in these situationsAs a scheduled carrier, the Federal Aviation Administration specifically addresses that the responsibility of the airline in delay situations is to repair any mechanical problem with the aircraft in the safest possible manner without being burdened with compensating passengersThis regulation is to ensure that safety, and not expense, remains the primary concern of the carrierNonetheless, we understand that flight delays create many personal complicationsWhen unforeseen problems arise it is very frustrating for passengers, as well as the airline staff and flight crewDue to the length of the delay, our Airport Operations Control department issued a credit voucher as a gesture of our apologyI will create a voucher in the amount of $xxx to cover each of you on the reservationWhile we realize this in no way compensates for this unfortunate situation and it is not intended to place a value on your experience, but we hope you will travel with us again and allow us the opportunity to restore your confidence in usThe Transportation Credit Voucher (TCV) may be applied toward travel on a Sun Country Airlines flight within the next twelve monthsThe vouchers are transferrable and combinable, and may be redeemed online or with a reservation agentYour voucher code is: xxxxxxxxxxx, it will also be sent to your email within hoursAdditionally, I did call to verify the card we have on file to issue the refund for the unused portion of your ticketTypically the third party used to book the tickets is who we received payment from, all of our refunds are issued back to the original form of paymentPlease give me a call at xxx-xxx-xxxx and I help with your refundI apologize if you were only issued one $dollar voucher, all three of you should have been given oneIf that was not the case please feel free to submit receipts for meals beyond the $voucherI regret to inform, but we will not be reimbursing the fare purchased on the other airlineOn behalf of the entire Sun Country team, please accept our apologies for the inconvenience you experienced – we know this situation was an unwelcome disruption to your travelWe hope we will have another opportunity to welcome you aboard and to provide you with an experience that better reflects our commitment to providing the best value in air travel."

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to address the issues expressed by our customer in his complaint filed with the Revdex.com Unfortunately, a mechanical delay on his initial flight between New York and Minneapolis on December 21, 2016, resulted in a missed connection on his Sun Country flight out of Minneapolis to Portland Sun Country was able to reroute him on a Delta flight out of Minneapolis which resulted in a 4½ hour delayed arrival at his home He is now requesting reimbursement of his entire airfare paid on Sun Country for this trip We are very surprised at this request as he was provided with the transportation for which he paid In addition, all bag and seat fees have been reimbursed in the amount of $ Federal Regulations do not require monetary compensation for mechanical delays in order to allow carriers to focus their resources on repairing the aircraft without worrying about monetary compensation to passengersIt is, however, common practice to issue a voucher good for future travel on the carrier as a good will gesture That offer has been extended and rejected It should be noted that the voucher is also transferable at no cost This offer is still available However, no additional monetary compensation or refund is warranted Sincerely,Sun Country Airlines

April 21, [redacted] , Mediation Coordinator Revdex.com of Minnesota and North Dakota SRiver Ridge Circle Burnsville, MN RE: Case No: [redacted] – [redacted] Dear Mr [redacted] : Sun Country is in receipt of the complaint filed by [redacted] On behalf of Sun Country Airlines, allow me to extend our apologies for any inconvenience she experienced when traveling first class on Sun Country flight from Seattle to Minneapolis on April 10, According to the report filed by the flight attendant, she advised Ms [redacted] that because there was no mechanic on board to fix the inoperative recline of her seat, the only option was to switch seats There were enough seats open in first class whereby other passengers could have been reseated so she and her companion could still be seated next to one another It appears she opted to switch seats with her companion Repair of the seat was referred to maintenance upon arrival in MinneapolisIn response to the complaint regarding the meal, Sun Country’s Commissary Director has advised that the noodle salad was “soba noodle,” an Asian pasta noodle These noodles are made from buckwheat flour and can be served either hot or cold The entrée consisted of a full chicken breast cut into chunks served in a honey ginger dressingThis meal has been served through several two-week cycles and has been extremely well received We regret that Ms [redacted] did not find it to her liking In addition to the entrée, she would have also received a cheese and cracker with grapes appetizer with Murphy’s garlic toast and a warm cookieIt should be noted that traveling on a first-class upgrade includes the following additional amenities: First bag fee waived; Free alcoholic beverages; Roomier seats; Priority bag off-loading; Expedited Security lines; Expedited boarding/deplaning; Free use of inflight entertainment on select flightsAs Ms [redacted] and her companion did fly in first class and were able to enjoy the benefits of sitting in first class, we are unable to comply with her request for reimbursement of the two first-class upgrades in the amount of $ Sincerely, Karen [redacted] Manager, Legal Affairs

Sun Country is in receipt of the complaint filed with the Revdex.com and appreciates the opportunity to address Mr***’s concerns with our reservations system and the process of sending email confirmation notificationWe sincerely apologize for the confusion when an incorrect email address was noted in your reservation for travel between Minneapolis and Las Vegas on November 19th and November 26th, respectively The correct email address has been documented in your Ufly account and flight itinerary sent to the appropriate email address This will prevent any further issues noted in your communicationIn terms of the service provided by our reservation agent, please accept our apologies for the lack of professional demeanor you describeSun Country employees have built, and continue to maintain, a standard of friendly, professional and efficient serviceThere is simply no excuse for anything less than the utmost professionalism on the part of our employees A copy of your comments has been forwarded to our Reservations leadership team for internal review with the agent involvedWe appreciate all feedback so that we may continue to improve our service, and appreciate the opportunity to review your concernsKind regards, Sun Country Airlines

I am rejecting this response because: Just as in any contract there are two parties Sun Country has the option of rebooking flight on completer, as is practice in the industry when it is within their control They have chosen to not discuss this option with plaintiff and basically say all tickets purchased with their airline are a one sided agreement IE: customer gives them money and then they decide at any point in time if they will actually fulfill purposeThat by refunding money they have no obligation to pay cost difference to meet obligation Not acceptable practice Complaint stands It is costing me significant money to get to destination the day I booked months ago This is Sun Country's responsibility, not mine

Sun Country is in receipt of the complaint filed with the Revdex.com and appreciates the opportunity to address Mr [redacted] ‘s concerns Although Sun Country does not typically offer refunds on nonrefundable tickets for weather situations beyond our control, we will honor a refund of his one-way tickets due to incorrect information provided by one of our agentsThe tickets have been submitted for a refund in the amount of $424.20, the amount Sun Country received for the tickets This amount is less than the amount requested, but he may have miscalculated or the rest is what was paid to a travel agency We apologize for the misinformation and the inconvenience this caused The details of his experience were also forwarded to our Reservations Manager for review to ensure our agents are providing correct information Refunds take approximately business days to process, and the credit will post to his original form of payment We trust that this resolution is satisfactory and hope to welcome him aboard another Sun Country flight when our schedule meets his travel needs Sincerely, Karen ***Manager, Legal AffairsSun Country Airlines

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to respond to the issues expressed by our customer in her complaint filed with the Revdex.comWe apologize for any confusion with the response posted on May 9th – we did note in this communication that “We have responded to the complaint filed directly with Sun Country as follows:” The information provided in the response to Ms***’ complaint filed with the Revdex.com was not cookie-cutter but rather, a copy of our communication with Ms [redacted] from May 8th at 3:48pm in response to her complaint filed directly with Sun Country AirlinesThe details in the public communication, specifically values of vouchers, voucher numbers, and contact information were intentionally blocked in order to keep these details privateHowever, full details were provided in our direct communication with Ms***Again, we apologize for any confusionSincerely, Sun Country Airlines

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to address the issues expressed by our customer in his complaint filed with the Revdex.com On behalf of Sun Country Airlines, I would like to apologize for the inconvenience and frustration you describe when your flight on January 7th was cancelled due to severe weather and airport conditions in New YorkWe know flight cancellations create many personal complications and when unforeseen problems arise it is very frustrating for passengersWhen a flight is cancelled we will offer three (3) options; rebooking to the next available Sun Country flight, refund the unused portion of the ticket, or retain the value of the unused ticket for future travel During this major weather event we experienced an unusually high call volumeWe acknowledge our customers’ time is valuable and apologize for the number of attempts you made to reach our reservations staff; be assured our agents work very hard to answer calls and assist our passengers as quickly as possibleOur records show you spoke with an agent on January 6th at 10:18pm and it was determined that the first available Sun Country flight did not work for your schedule so a refund of the unused ticket was submitted, at your request We hope that this explanation adequately addresses the issues raisedIt is our sincere desire to serve you well and we are sorry we disappointed youWe appreciate your business and hope that you will allow us the privilege of serving your air travel needs in the future

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to address the issues expressed by our customer in her complaint filed with the Revdex.com.We want to make travel pleasant and comfortable for all of our customers, and we certainly understand how frustrating it must have been to find out about the changes to your flight schedule on June 26thDue to operational issues and aircraft availability, adjustments were made to our flight plansAlthough the possibility of a schedule changes is always present, we try to minimize the impact by notifying passengers well ahead of the original travel daysPer our schedule change policy, you were offered two (2) options: rebook to an alternate date on a Sun Country flight or request a full refund on your tickets We understand that an alternate date would not work for your schedule and, as requested, a refund was submitted on April 23rd Our records show a refund of $was processed by our accounting department on April 30thWe hope that this explanation adequately addresses the issues raisedIt is our sincere desire to serve you well and we are sorry we disappointed youWe appreciate your business and hope that you will allow us the privilege of serving your air travel needs in the future Kind regards,Sun Country Airlines

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Dear Ms***, We were very sorry to learn that you felt you were treated unfairly when checking in for your recent Sun Country flightOur Boston Station Manager confirmed that she did walk through the cheline to allow passengers with compliant carbags to check them at no charge to speed up the boarding process and avoid a delay due to insufficient space in the overhead bins to accommodate all of the carbagsUnfortunately, your bag was deemed to be too big to be considered a carand that is why you were charged the $checked-bag feeIt is apparent from your complaint that you understood your bag would be checked free-of-charge and we sincerely regret this misunderstandingAs a gesture of customer satisfaction, we are refunding the $checked- bag fee back to your credit cardThis transaction should show up on your credit card statement shortlyWe hope you will again consider Sun Country Airlines for your future travel needs and allow us the opportunity to better serve you Sincerely, Karen [redacted] Manager, Legal Affairs Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand why I was charged the checked bag fee, and would have no complaints with this company except for the fact that I specifically asked the manager if my bag would be free, and she said yesShe should have told me the truth, that my bag was too large to be considered a carry on, and that I had to pay the feeI appreciate the company's response and their willingness to refund my checked bag fee

In view of the additional items that contributed to Ms [redacted] 's dissatisfaction with her first-class upgrades on Sun Country Airlines Flight on April 10th, we are willing to send her two, first-class upgrades to be used on any domestic one-way Sun Country flight during the next year based on availabillity If this is acceptable, she can e-mail me at Karen.***@suncountry.com and I will send her the two certificates via US mail Instructions for redeeming the certificates will be provided with the certificates We hope this will be seen as an acceptable resolution to her complaint.Sincerely,Karen ***

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to address the issues expressed by our customer in her complaint filed with the Revdex.comDue to the strict control of flight operations our cut off for cheis minutes prior to departure When a passenger misses a flight, it is Sun Country’s policy to allow the customer to travel, on a standby basis, on the next available flight at no additional costOur agent offered to place the customer and her family members on the standby list for the next available flightThe passenger was in contact with the online travel agency with whom the tickets were purchased to review options on rebooking travel and, elected to travel on another air carrierIn terms of seat assignments, passengers may elect to pre-select their seat assignments for a nominal charge or acquire a seat assignment, at no charge, during cheat the ticket counterAt this time, in order to cheonline passengers must have a seat assignment in order to print their boarding passIn following our terms and conditions we respectfully decline to refund the tickets but rather will offer a travel credit voucher for the unused value of the tickets, less the applicable fees If the customer changes her mind, the offer standsSincerely, Sun Country Airlines

I am rejecting this response because:I paid for service that was not completeDallas fort worth does not have a line to jump for first class passengers so that is untrue as o had to wait in line like everyone elseAdditionally I stated my pop was flat and old and we were not offered another drinkWe received no offer of a filling snackAnd the egg was runny and cold on the flight for breakfast and we were unable to eatThe service on the way back was horrible and not of first class natureWe did not receive the acclamations of pillows, tablets, refills, line jumping etcAdditionally we used no checked baggage as we had one carry onWe upgraded for the comfort, tablet and service but received noneThe service was not good like it was from msp to dallas

MN Airlines, LLC d/b/a Sun Country Airlines ("Sun Country") appreciates the opportunity to respond to the complaint filed by Mr [redacted] with the Revdex.com We were very sorry to learn of the difficulty he and his wife experienced tyring to fly standby on another carrier from Las Veas to Minneapolis on May 22, Unfortunately, when they decided to purchase tickets on Sun Country, they encountered additional problems as stated in Mr***'s complaint Our computer system experienced an error while processing their ticket purchase which resulted in a duplicate charge for the tickets on their credit card We apologize for the inconvenience that was caused by this additional charge as well as what appeared to be a lack of customer service as the Las Vegas agent processed this transaction The duplicate charge has been refunded to the original form of payment in the amount of $as of June 3, It should be noted that it can take several billing cycles for a refund to appear on a credit card statement We trust that this matter has now been resolved to Mr***'s satisfactionSincerely,Karen ***Manager, Legal Affairs

Sun Country was very sorry to learn of the difficulties Ms. [redacted] experienced on her flights between Seattle and Dallas. When it was discovered that the delay on her Sun Country flight between Seattle and Minneapolis would result in her missing her connection to Dallas, she was provided... alternate transportation on another air carrier. Her suitcase did, however, miss the connection and had to be sent to Dallas the next day. Sun Country’s Baggage Service Office has been in touch with Ms. [redacted] and is waiting for her receipts in order to reimburse her for the expenses she incurred while without her luggage in Dallas. Unfortunately, due to the extended delay in reporting missing items on the return flight to Seattle, we are unable to offer monetary compensation for those items. We will, however, be sending a travel voucher to Ms. [redacted] to be used toward the purchase of a future Sun Country Airlines flight. Sincerely,Karen ***Manager, Legal AffairsSun Country Airlines

I am rejecting this response because:I am rejecting this response because Sun Countrys policy dictates that the credit be equally split between all six passengers that were on our tickets even though one credit card paid for 100% of the ticketsof these people do not live in the United States and will be returning to their home country shortlyYour credit is only valid for the USA.If my husband and I (** *** / *** ***) could consume the entirety of the credit ourselves then this may be a valid proposalBut as stated, the policy says that the credit must be split equally between all of the passengers which is why we must reject

We were very sorry to learn that a counter-checked, carbag did not arrive as scheduled after Ms***'s recent Sun Country flight. Sun Country very much appreciates the willingness of our passengers to relinquish carbags at cheto help speed up the boarding process on a
full flight. Our agents are instructed to remind passengers to remove and carany valuables, items needed for the flight, travel documents and medicines before relinquishing a carbag. That does not appear to have been the case in this instance and for that we apologize. In addition, it is always appropriate to continue to decline to check in a bag even when the fees are being waived Sun Country’s Central Baggage Office has continued its efforts to locate the missing piece of luggage and has been in contact with Ms***. We have also sent out a Baggage Tracing Questionnaire which assists in identifying a bag by its contents when bag tags and luggage IDs are no longer attached. This document also provides a basis for compensation should the bag not be located and a cash settlement is warranted. We will continue to process this claim to an equitable resolution for both Ms*** and Sun Country Airlines. Sincerely,Karen ***Manager, Legal AffairsMN Airlines, LLC d/b/a Sun Country Airlines

Re: Mr*** ***, Sun Country Airlines Claim *** Mr*** filed a claim for damage to his luggage checked on Sun Country flight CUN-MSP on March 6, 2016. Sun Country Airlines baggage service agents responded with a repair letter, where Mr***'s would take the luggage to a
repair shop to be evaluated by a repair expertA standard repair is covered without further approval up to $The repair shop advised that the luggage could be repaired at a cost of $Sun Country was willing to approve this repair, however Mr*** has refusedDue to the age of the bag, there is no value remaining to his bagSun Country Airlines does not offer replacement cost as we do depreciate for product useThe following options were provided to Mr*** pertaining to the resolution of his claim with Sun Country Airlines in response to the complaint filed with the Revdex.com: Repair his bag Cash Settlement of $plus a $Transportation Voucher (valid for travel on a future Sun Country Airlines flight)Provide Replacement option with a comparable bag $cash settlement Please note, Mr***'s $bag fee paid for the luggage that was damaged has been refunded back to the original form of paymentThe remaining checked baggage fees collected for two suitcases ($50)on his original flight and a second suitcase ($20) on his return do not warrant refunding Sun Country Airlines has made every effort to provide reasonable options for Mr***, and he has not accepted them at this time. We are happy to assist, should he change his mind, he can contact Sun Country Airlines Central Baggage Service office at ph: 651-900-Thank you for the opportunity to respond to Mr***'s complaint

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to address the issues expressed by our customer in his complaint filed with the Revdex.com. Due to the strict control of flight operations our cut off for cheis minutes prior to
departureWhen a passenger misses a flight, it is Sun Country’s policy to allow the customer to travel, on a standby basis, on the next available flight at no additional costOur agent placed the customer and her child on the standby list for the next flight but, regrettably, the flight was booked full and we were not able to confirm them on the flightWe reached out to the customer and she clarified that she had been in contact with the online travel agency with whom she purchased her tickets rather than a Sun Country representativeIn following our terms and conditions we respectfully declined to refund the tickets but rather offered a travel credit voucher for the unused value of the tickets, less the applicable fees, which was declined If the customer changes her mind, the offer standsSincerely, Sun Country Airlines

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to address the issues expressed by our customer in her complaint filed with the Revdex.comWe want to make travel pleasant and comfortable for all of our customers, and we certainly understand how
frustrating it must have been to find out about the changes to your flight schedule in JulyDue to operational issues and aircraft availability, adjustments were made to our flight plansAlthough the possibility of a schedule changes is always present, we try to minimize the impact by notifying passengers well ahead of the original travel daysThe flight reservation notes return travel has been rebooked to Dallas on Sunday July 8th, as requestedWe trust that this resolution is satisfactoryRegards, Sun Country Airlines