Sun Country Airlines

I am rejecting this response because:
Sun Country airlines has not made a good faith effort to resolve this matter, instead they are standing by the offer of a voucher of significantly lesser value than the cost of my flightI purchased a flight that was to arrive to Portland at 11:35am -- far from the service I received which arrived hours laterThis was due to sun country's own mechanical shortcoming, not a strike or weather outside of their controlI continue to request a refund

MN Airlines, LLC d/b/a Sun Country Airlines (Sun Country) is in receipt of the complaint filed with the Revdex.com and appreciates the opportunity to address Ms***’s concerns. On behalf of Sun Country Airlines, please accept our apologies for the disappointing service you
experienced while traveling in first class with usWe are sorry to read that your breakfast was cold and the soda pop was flatThe inflight report completed for this file notes that the first class flight attendant was not aware that you were dissatisfied with the meal service.It is our sincere desire to serve you well and had our inflight staff been alerted they would have taken the actions to remedy the situation; either by warming your meal or offering an alternative food item, free of charge, from the Buy on Board (BOB) cart. You also expressed your disappointment that you were not offered a pillow or a tablet and feel you received coach class service for the price of first classWe can certainly understand your disappointment, unfortunately, due to a technical issue with charging the tablets, the Digital Entertainment Devices were not available on this flightAgain, please accept our apologiesIn addition to spacious first class seating our websites notes the additional benefits as; First two checked bags for freeFaster chelines, shorter security lines, and priority boardingFreshly prepared hot meals or a filling snackComplimentary alcoholic and non-alcoholic beverages Ms*** and her companion traveled in first class and we must respectfully decline her request for a refund of the two (2) First class upgrades in the amount of $As a gesture of consideration we have issued a travel credit voucher to Ms***. We hope that this explanation adequately addresses the issues raisedRegards, Sun Country Airlines

Initial Business Response /* (1000, 5, 2015/12/01) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Sun Country is in receipt of your letter dated November 17, 2015, regarding the complaint filed by ***
First of all, on behalf of Sun Country Airlines, allow me to extend our sincere apologies for the inconvenience she and *** *** experienced when Mr***'s bag did not arrive on their flight from Minneapolis to Seattle on July 18,
We were very surprised to read Ms***'s claim that she never received a response to her complaint to Sun CountryAttached is a copy of the letter that was sent to Mr*** *** dated August 6, and mailed on August 17, along with a check in the amount of $This interim expense reimbursement check was equal to the total of all of the receipts Ms*** submitted for the purchase of clothing items for Mr*** while he was without his luggage in addition to the $bag fee assessed on all checked luggageUpon receipt of your letter, we immediately contacted our bank to see if the check had been cashed as there was no mention of it in Ms***'s complaintAttached is the record from our bank showing that the check was indeed cashed on August 25,
In response to Ms***'s request for a refund for the first days of their cruise in the amount of $1796.00, that request is deniedMs*** and Mr*** took their cruise and could have partaken in all of the entertainment and dining activities available to all passengers on the cruiseIf they did not, that was by choice, not a result of the missing piece of luggageNorwegian Cruise Line is known for its freestyle cruising which allows casual attire at all of its venuesThe bag was reported missing after their flight on July 18" and was delivered to the ship in Juneau, Alaska on July 22"It is reasonable to assume that Mr*** also had a carbag with a minimal amount of clothing to get him through the first day and he was reimbursed in the amount of $for clothing items that he can now continue to wear
We were disturbed to learn of the comments attributed to the contracted ground handling staff at Seattle-Tacoma International AirportWe have since learned that LaQuiter had only been working for one week prior to this incident and is no longer employed by MenziesOur Seattle Station Manager has addressed the comments with Menzies and will continue to monitor their
performance
We understand that additional compensation was sought; however, we hope that Ms***
and Mr*** can now understand our position in this matterWe sincerely hope this incident will not prevent them from considering Sun Country Airlines for their future travel needs

We were very surprised to receive this second complaint regarding the interior aircraft temperature during a recent Sun Country flight between Boston and Minneapolis. Perhaps providing a few more details than in our initial response will make this one more acceptable Sun Country very
much appreciates the willingness of our passengers to relinquish a carbag 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. This issue was also discussed today on a conference call with all of our station managers to be aware that passengers might want to remove a sweater (or other item) from a carbag to stay comfortable during flight. It would have been appropriate to have removed a sweater from the carluggage and carried it onto the plane when the carbag was relinquished When the outside temperature is extremely warm while the aircraft is on the ground, our flight crew initiates cooling off the interior of the cabin as quickly as possible once airborne. Unfortunately, then it gets cold and as passengers complain, the flight crew must then attempt to adjust the temperature to where it is most comfortable for everyone. We regret that the temperature was so uncomfortable during this flight. Sun Country only carries enough blankets for First Class and has a small number of pillow/blanket combos available for sale for $Exceptions are not made for situations as we would only be able to accommodate a very limited number of passengersIn the event of a medical emergency, however, blankets would be used to cover someone laying on the floor or otherwise having a medical event We hope that this explanation more adequately addresses the issues raised Sincerely, Karen ***Manager, Legal AffairsMN Airlines, LLC d/b/a Sun Country Airlines

Sun Country is in receipt of the complaint filed with the Revdex.com and appreciates the opportunity to address Ms***’s concerns regarding her Sun Country Vacation package. We would like to extend our apologies for the inconvenience faced during your stay due to queen bed
accommodationsAs requested, a refund in the amount of $was processed on April 4th and our website reflects the bedding type for this property as a queen bed and a queen sofa sleeper. We hope that Ms*** is satisfied with our explanation and that she will continue to use the services of Sun Country Airlines when our schedule meets her travel needs

I am rejecting this response because:

MN Airlines, LLC d/b/a Sun Country Airlines (“Sun Country) appreciates the opportunity to respond to the additional concerns expressed by our customer in his complaint filed with the Revdex.com It is certainly not our intent to inconvenience our passengersThe mechanical issue on this flight (cabin interphone system) is an FAA minimum equipment requirement for safety and, unfortunately, the aircraft could not depart until the item was repaired In regard to the cost of airfare, we work with many different tour operators and each determines the pricing on the vacation packages offered to their customersSince your vacation package was booked directly through Funjet Vacations, we do not receive your payment or package price information We acknowledge that our customers’ time is valuable and apologize for the delay in reaching your destinationIn fairness to all of our customers, the guidelines used in offering vouchers as a good will gesture is applied equally to all passengers so, I must respectfully deny your request for an additional travel voucher We hope you will understand our position in this matter Sincerely, Sun Country Airlines

Sun Country is in receipt of the complaint filed with the Revdex.com and appreciates the opportunity to address Mr***’s concerns regarding an unused travel credit voucher (PR275085). In our communication with Mr*** on May 18th our Customer Care department advised that
the voucher had a value of $and would expire on July 26, Travel need not occur by the expiration date, but he would be required to apply the voucher toward the booking of a future reservation by this date. Our schedules are available 6-months in advance of the departure date, so by the expiration date, he would be able to book a reservation using the voucher for travel into early 2018. When he was not able book a flight reservation by July 26th an extension to August 31st was granted to allow additional time in which to confirm future travel plansWe are proud of the number of cities we serve and the number of vacation destinations we offer and are sorry to learn that Mr*** was not be able to book a flight itinerary that would meet his needs. The ticket purchased is non-refundable and we must respectfully deny the request for a refund. Our tickets and travel credit vouchers are valid for one (1) from the date of issue and we must respectfully deny the request to waive the expiration date on the voucher. However, in the spirit of goodwill, we would be happy to extend the validity of the voucher to October 31st, We trust that this resolution is satisfactory and hope Mr*** will find a flight schedule that meets his future travel needsSincerely, Sun Country Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I was put back on a flight for the original date and was given $for the inconvenience

Sun Country regrets that we are unable to honor a claim for damaged luggage after such a significant delay in reporting the damage. Claims are to be filed before leaving the airport. This is standard policy with all airlines as there is no means of verifying that the damage occurred
while the bag was in our care and not at some other point during the trip when it is not reported in a timely manner. In consideration of our customer’s concerns, Sun Country Baggage Service opened a courtesy claim to search for the missing mouth guard and asthma inhaler but has been unable to locate either of these items. A letter of apology was sent out on August 29th which included a $travel voucher toward a future Sun Country Airlines flight as a good will gesture. Sincerely, Karen ***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 concerns. Kind regards, Sun 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.com. We are very sorry to learn that Ms***’s bag did not arrive with her after her Sun Country
Flight on April 11thSun Country’s Central Baggage Office has continued its efforts to locate the missing piece of luggage and has been in contact with Ms*** on April 20thWe 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 attachedThis document also provides a basis for compensation should the bag not be located and a cash settlement is warrantedWe are, however, still hopeful the bag will be located. We will continue to process this claim to an equitable resolution for both Ms*** and Sun Country Airlines. Regards,Sun Country Airlines

We would like to extend our apologies to Ms*** for the inconvenience she experienced when her luggage did not arrive after her connecting flight from Seattle to New York via Minneapolis on June 9, 2016. When her luggage was located at Seattle/Tacoma Airport, our agents at JFK Airport were
contacted to advise Ms*** that her luggage would not be on the flight with her but would be sent on another carrier the following day. Unfortunately, when she arrived at JFK, she was unable to locate a Baggage Service representative so was not given the message. Her luggage finally arrived at JFK on June 13th and was set up for immediate delivery. She received her luggage shortly after 12:on June 13. Checked Bag fees in the amount of $were reimbursed on June 16, 2016, but may not appear on her credit card statement for several daysSun Country does not reimburse for expenses once a passenger is at home, but does offer reimbursement for reasonable expenses for necessities incurred at a vacation destination while without luggage. Such items are generally readily accessible once at home.We hope that Ms*** is satisfied with our explanation and that she will continue to use the services of Sun Country Airlines when our schedule meets her travel needs Sincerely,Karen ***Manager, Legal Affairs

Initial Business Response /* (1000, 5, 2016/01/07) */
Dear Ms. [redacted],
We were very sorry to learn that you felt you were treated unfairly when checking in for your recent Sun Country flight. Our Boston Station Manager confirmed that she did walk through the check-in line to allow passengers...

with compliant carry-on bags 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 carry-on bags. Unfortunately, your bag was deemed to be too big to be considered a carry-on and that is why you were charged the $25 checked-bag fee. It is apparent from your complaint that you understood your bag would be checked free-of-charge and we sincerely regret this misunderstanding. As a gesture of customer satisfaction, we are refunding the $25 checked- bag fee back to your credit card. This transaction should show up on your credit card statement shortly. We 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 /* (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 yes. She 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 fee. I appreciate the company's response and their willingness to refund my checked bag fee.

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 York. We know flight cancellations create many personal complications and when unforeseen problems arise it is very frustrating for passengers. When 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 volume. We 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 possible. Our 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 raised. It is our sincere desire to serve you well and we are sorry we disappointed you. We appreciate your business and hope that you will allow us the privilege of serving your air travel needs in the future.

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 normal 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 purpose. That 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 2 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 agents. The 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 10 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 [redacted]Manager, Legal AffairsSun Country Airlines

Final Consumer Response /* (2000, 5, 2016/01/12) */
Per a phone call from the customer, they stated that everything has been resolved.

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 $70.  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 passengers. It 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

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 26th. Due to operational issues and aircraft availability, adjustments were made to our flight plans. Although the possibility of a schedule changes is always present, we try to minimize the impact by notifying passengers well ahead of the original travel days. Per 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 $286.60 was processed by our accounting department on April 30th. We hope that this explanation adequately addresses the issues raised. It is our sincere desire to serve you well and we are sorry we disappointed you. We 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