5 stars due to the staff. Our flight was delayed 3 hours but the staff made up for it. Smooth flights to Reno and back out of Omaha on a chartered trip. Generous in flight snacks and drinks. They were able to check my friends wheelchair scooter and that was amazing. The luggage did take what seemed like an incredibly long time to be unloaded. Maybe due to crazy cold temps? I don't know how that all works.

Submitted an email to corporate, this happened at RDU airport. Case summary Description: Horrible experience overall! Started with my flight being delayed 8 hours. 8 hours. I then brought my daughter (15 years old) and tried to obtain 2 gate passes so my wife and I could accompany my minor daughter to her gate (since we are so far delayed as well as just piece of mind). The ticketing agent didn’t know if she could give me a pass to accompany my daughter (there were 3 sun country employees at this time). After she couldn’t get a hold of anyone in her cell phone she issued 1 pass. I asked why we can’t get 2 gate passes so both of us can see my daughter off, but she just said only 1 can be issued per TSA. Good thing the flight was delayed, I have nothing but time. I walked up to the TSA people at security and they all said they don’t have any authority on gate passes. That they only verify if the ticket is legit and the names and IDs match. I went back to the agents at the counter and they dug their heels in and continued to say it was TSA, would not accompany me to go and speak to TSA just stonewalled me. I used the text option on your website and they said it was possible but ultimately TSA is the decider, which according to EVERY TSA employee I spoke to today said that was incorrect. So the online chat couldn’t give me a straight answer, the ticket agents at the counter were about as unhelpful as an employee could be and now I’m sitting in the chairs across from the ticket counter waiting for my wife to return from taking my daughter to her gate. I have done a lot of flying while I spent my 20 years in the military and this is easily the WORST airline experience I’ve ever had. I’m sitting here not because something isn’t allowed, but because nobody in your company at this location could make a decision or explain anything to me. The utter incompetence of your employees here and the fact that customer service just seems to be a cool catch phrase to out on your logos but have zero oversight when it comes to the actual employees. I will do everything in my influential power to advise anyone to avoid your airline at all costs. The small amount of savings obtained with your airline is not even close to worth the horrible customer engagement and general standards of your company. If this is how ineffectual sun country is on such a simple and basic thing as dealing with customers I worry what other corners have been cut, or completely ignored altogether.

The woman at the ticket counter didn't allow my carry on bag onto the plane, said she would check it under the plane, well I got to Salt Lake city, my bag was nowhere to be found, within no one to help me. Finally after 2.5 hrs of looking for my bag (with literally no Sun Country airline staff members to help me at SCL airport). I found out the woman never even checked my bag and it was still in Minneapolis. It cost me $300 to stay in SLC for an extra day. With no car and no belongings. I got a very vague "sorry for the inconvenience" from Sun Country. Got my bag 24 hrs later because the ticket agent "got busy with checking customers in" (on a half empty flight) and never got time to put my bag under the plane. So she figured she would just put it on the next flight, in 24 hrs. Like, HOW IS THAT ACCEPTABLE? HOW!?

I have never had any issues with Sun Country, and they really shined today. We had a member of our group that dropped out of a flight we had booked 4 months in advance. I called their reservation desk and got a splendid lady on the phone that was polite and eager to help. I told her what was going on and we received a credit voucher to use that expires one year from the day I called to use on any Sun Country flight and it is transferable to anyone. I also made some bag adjustments and seat adjustments (that were similar to what we paid for) and it was zero cost to do so. Sun Country is our go to for our Mexico and Carribean vacations and I check them first for domestic flights as they are reasonably priced, generally have very fun and attentive flight attendants, and have never left us stranded or delayed.

WORST AIRLINE EVER THEY DONT CARE IF YOUR DISABLED Had a connecting flight. My first flight got delayed by 50mins and the reservation agent told me he couldn't rebook me because if I run I should make it no problem. The first plane was supposed to land at 124pm but instead landed at 2pm. With the 2nd plane boarding at 157pm. I am disabled and can not just run to another gate. Shame on this dumb airline no wonder they have a 2.2starts. You get what you pay for with this airline

Lost my bag from Detroit to Minneapolis. The attendant repeatedly asked the same questions about it, gave no information. The next flight out wasn't for 4 days so I told them to leave the bag in Detroit. When I returned to Detroit there was no sun country employees in the entire airport and the best customer service would do was send an email. I leave the airport with no bag and now almost a week later they still cannot tell me where my bag is or when I might get it. All i have is an email from a third party saying that it was delivered yesterday and that it is also pending pickup. Avoid Sun Country at all cost.

I had to write abouty last trip.om Sun country Nov 13 to 16 I've been on a lot of airlines but this trip was so over the top.. Everything was absolutely perfect on both flights the 16th we got checked in , in 7 minutes! The people at the service desk, pilots, and stewardesses y'all rock I'll be taking another flight soon !! Thanks yall

I had to write abouty last trip.om Sun country Nov 13 to 16 I've been on a lot of airlines but this trip was so over the top.. Everything was absolutely perfect on both flights the 16th we got checked in , in 7 minutes! The people at the service desk, pilots, and stewardesses y'all rock I'll be taking another flight soon !! Thanks yall

I had to write abouty last trip.om Sun country Nov 13 to 16 I've been on a lot of airlines but this trip was so over the top.. Everything was absolutely perfect on both flights the 16th we got checked in , in 7 minutes! The people at the service desk, pilots, and stewardesses y'all rock I'll be taking another flight soon !! Thanks yall