We have flown Sun Country for years and have always had pretty good experiences. Well, that officially ended today. We booked a short trip before the pandemic to get a little break from our toddler before our second baby came. We never actually went on the trip though: Sun Country cancelled the flight because of the pandemic. Fine. We understood. My husband immediately called Sun Country to see if we could get a refund. They refused but did send us an email about an electronic credit we could use toward a future booking. There was nothing in the email about the credit expiring. Today, I tried to use the credit toward a new flight. The website said the voucher was worth $0. So I called the helpline and spent over two hours on hold and speaking to two different agents (after getting hung up on by the first one when being "transferred" to a supervisor). First they tried to say we couldn't use the credit because their records showed that my husband had cancelled the flight, which isn't true. We booked through Bookit.com, and they sent us an email saying they would cancel the flight within the next 7 days if Sun Country didn't cancel it first. My husband didn't call until the flight was actually cancelled. Once we had that established, they said it didn't matter because the credit was only valid for a year from the date it was issued. I told them the email we received about the credit had no expiration date or even a disclaimer that it would expire at all. They said they sent two more emails about it expiring, which we conveniently never received. After getting hung up on by the first agent who was supposed to be transferring me to her supervisor, I had to call back and wait on hold for another 30 minutes to start the whole process over again with a new agent, who said her supervisor had reviewed our case and denied the credit, so she wouldn't even speak to me. I told the second agent I was so disappointed in this whole experience that we wouldn't be flying with them in the future, and she said, "I understand. Is there anything else I can help you with?" Yep-you can transfer me to Delta Airlines. And please don't hang up on me this time.
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