Sun Country Airlines

I am rejecting this response because:It isn't an acceptable response!

I am rejecting this response because:  due to the negligence of Sun Country's baggage handlers, I am now incurring a big expense to replace a bag.  They initially refused to repair the bag because it was not cost effective.  I now find that they would repair it, however the only way to repair the damage is to slap two large patches on it, that don't match the bag.  That is not acceptable.  They offered to give me a small cheap bag.  Again, the bag they offered to give me will not hold the same amount of clothing that my damaged bag does.  Finally, the compensation amount they offered will not even cover half of the $249.00 that I will need to spend to replace this bag.   They refunded me $20 for the fee they charged to check my bag. I actually paid $90 to check two bags.  Half of that for one bag is $45, not $20.    Finally, everyone I've talked to has been rude and no one seems to care about the expense and frustration I'm dealing with.  The inconvenience I've experienced has never been addressed. My initial complaint was for $300.  Sun Country is not even coming close to meeting half way!   All this big company is worried about is how cheap they can settle a complaint for.  I'm willing to negotiate in good faith but find it difficult when they don't even come close to meeting me half way.

Initial Business Response /* (1000, 7, 2015/07/15) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
MN Airlines, LLC d/b/a Sun Country Airlines ("Sun Country") is in receipt of your letter dated July 2, 2015, on...

behalf of Mr. [redacted]. Mr. [redacted] states he have left his iPad on the Sun Country aircraft after his flights between New York and Minneapolis on June 18, 2015. He is particularly concerned that no one has responded to the voice-mail messages he has left regarding this loss.
Unfortunately, Sun Country was first made aware of his missing item when he actually spoke with a Baggage Agent on July 1, 2015. A description of his missing iPad was entered into the Baggage Service database at this time. Although a log of all voice-mail messages left with Baggage Service is maintained, there is no record of any messages left by Mr. [redacted]. It is possible that Mr. [redacted] had been leaving messages at another number not connected with Baggage Service. An inventory of items found on our aircraft is also maintained and our agents use this to match up the items with their owners. Regrettably, there was nothing logged in the inventory that matched his description of his missing iPad. By way of its Contract for Carriage, Sun Country does not accept responsibility for carry-on items.
We regret that we have not been able to reunite Mr. [redacted] with his iPad and suggest that he contact his homeowner's insurance for possible consideration of compensation for his missing iPad.
We trust Mr. [redacted] finds his loss has now been adequately acknowledged and that he will continue to use Sun Country Airlines for future travel to Minneapolis.

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.   We would like to extend our apologies for the issues you experienced with last minute name changes on...

a vacation package to Las Vegas.  The customer has been working with a Sun Country Vacation specialist to resolve this issue and a refund in amount $200.06 will be processed, as requested. As a gesture of apology, we have also refunded the $30.00 name change fee. Refunds take approximately 7 business days to process, and the credit will post to the 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,   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. Our check-in requirements and seat fees are disclosed on our website. Our website advises that ticket counters are open for in-person check-in and baggage check two hours prior to departure at all designated Sun Country locations. (three hours for San Francisco International Airport and Southwest Florida International Airport — Fort Myers). All Sun Country ticket locations will be closed for check-in 45 minutes (U.S. airports) and one hour (international airports), prior to the scheduled departure time. Additionally, seats fees are also advised on our website as follows - Seat assignments are available in advance for a fee or for free at the airport at the time of check-in. Advance seat selection fees start at just $2 per flight segment. Fees are based on travel dates, the origin and destination of the flight, where the seat is located on the plane, and the Bundle & Go option purchased. Seat fees are shown during the seat selection process at the time of booking, online after booking via My Trips, or during online check-in. You must have a seat assignment in order to check-in online. All seat pricing is per seat, per flight segment. In 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. Again, if the customer changes her mind, the offer stands.

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 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. [redacted]’ 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 Airlines. The details in the public communication, specifically values of vouchers, voucher numbers, and contact information were intentionally blocked in order to keep these details private. However, full details were provided in our direct communication with Ms. [redacted]. Again, we apologize for any confusion. 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 his complaint filed with the Revdex.com.  We 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 precedence. 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. Due to the length of the delay a $200.00 travel credit voucher was issued to each passenger as a gesture of our apology. We realize this in no way compensates for the delay in arriving at your destination and it is not intended to place a value on your experience, but hopefully you will fly with us again and allow us the opportunity to restore your confidence in our ability to serve you well. As much as we are sorry for the circumstances surrounding your travel we must respectfully deny your request for additional travel vouchers. It is our sincere desire to serve you well and we are sorry that we disappointed you. We appreciate your business and hope that you will allow us the privilege of serving your air travel needs again soon.   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 his complaint filed with the Revdex.com.  We can certainly understand your disappointment when you discovered there were no complimentary...

seats available for selection during the online check-in process on January 2, 2017. As a courtesy to our customers we do offer the option to select seats at the time of booking, and up to 1 hour prior to departure. With regard to your specific situation, the seat map would have been available for your January 3rd flight at the time of ticket purchase on October 5th, 2016. Because seat assignments are printed on the boarding pass, seats must be pre-selected to complete the online check-in process. Sun Country does offer a limited number of seats for pre-assignment at no charge; however, these are assigned on a first come, first served basis. All seats in front of the exit row (preferred seats) are available for a fee. Seats behind the exit row (complimentary seats) are available at no additional charge. Our complimentary seat inventory is typically exhausted before our preferred seat inventory. Passengers may elect to opt out of selecting preferred seating in which case they would be required to check-in for their flight at the airport. As always, all seats will be assigned free of charge at the ticket counter, with the exception of exit row seating. Seat fees are non-refundable and out of fairness to all of our passengers who purchased a preferred seat, we must respectfully deny your request for a refund of your seat fees. Sincerely, Sun Country Airlines

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, 2016.  Unfortunately, when they decided to purchase tickets on Sun Country, they encountered additional problems as stated in Mr. [redacted]'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 $798.20 as of June 3, 2016.  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. [redacted]'s satisfaction. Sincerely,Karen [redacted]Manager, Legal Affairs

I am rejecting this response because:I paid for service that was not complete. Dallas 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 else. Additionally I stated my pop was flat and old and we were not offered another drink. We received no offer of a filling snack. And the egg was runny and cold on the flight for breakfast and we were unable to eat. The service on the way back was horrible and not of first class nature. We did not receive the acclamations of pillows, tablets, refills, line jumping etc. Additionally we used no checked baggage as we had one carry on. We upgraded for the comfort, tablet and service but received none. The service was not good like it was from msp to dallas.

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, we will honor a refund of these tickets.  Upon...

receipt of the doctor’s note restricting Mrs. [redacted]’s travel during her pregnancy and the designation of their travel destination as active with zika virus transmission, we find this is the right thing to do.  We are working with his travel agency, Cheap Caribbean, and have refunded the two tickets at $425.76 each back to Cheap Caribbean as the original form of payment was made through the agency credit card.  Cheap Caribbean has assured us they will immediately refund the payment back to him once it is received in their account.  We were surprised to learn of Mr. [redacted]’s perception that Sun Country was unwilling to work with him.  Our agents were initially under the impression that he was seeking to have any change fees waived and it was not apparent that what he was really requesting was a refund.  We regret that this unfortunate misunderstanding caused him and his wife so much distress. We trust that this resolution is satisfactory and hope Mr. and Mrs. [redacted] will consider Sun Country Airlines when our schedule meets their future travel needs.  Sincerely, Karen [redacted]Manager, Legal Affairs

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 sorry you’re disappointed with our response. Due to the complex nature of our industry, airlines do not guarantee their schedules. When a schedule change happens, we try our best to provide you with options that minimize the disruption to your travel plans. As is standard practice in the industry, in cases where the new flight options don't work for the consumer, airlines may to offer a refund. In this case, the new Sun Country flight options didn't work for you and a full refund was processed.

In view of the additional items that contributed to Ms. [redacted]'s dissatisfaction with her first-class upgrades on Sun Country Airlines Flight 284 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.[redacted]@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 [redacted]

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. Due to the strict control of flight operations our cut off for check-in is 45 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 cost. Our agent offered to place the customer and her family members on the standby list for the next available flight. The 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 carrier. In 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 check-in at the ticket counter. At this time, in order to check-in online passengers must have a seat assignment in order to print their boarding pass. In 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 stands. Sincerely, Sun Country Airlines

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 [redacted]Manager, Legal AffairsSun Country Airlines

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.