I can’t even begin to explain how horrible my experience with Sun Country has been. They lost my bag on a one-way flight from Minneapolis to Vancouver. I understand that mistakes happen, however it was the poor customer service on behalf of the airline that really floored me. Every single employee I spoke with to try and locate my bag was unhelpful, uninformed, and in some cases just plain rude. It took over 24-hours to discover that my bag was put on the wrong flight and ended up in Orlando. They refused to collaborate with any other airlines to get it flown to Vancouver in a timely manner and insisted that Saturday would be the earliest they could send it on the next Sun Country flight (although I arrived on Wednesday so that’s looking at 4 days without my bag although they knew were it was). I had to provide my contact information 4 times to 4 different customer service agents - it seemed like they had absolutely no tracking system for information and/or baggage. After spending hours on the phone during my vacation and being assured several times that my bag would be delivered to me once it arrived on Saturday, it finally arrived on Saturday and I was informed that Sun Country doesn’t have agreements in place with any of the delivery carriers at the Vancouver airport so they could not in fact deliver it to me. I spent another 2+ hours to travel to the airport to pick it up, where I was met with empty Sun Country desks and an airport information desk employee who insisted there was nothing he could do to help although my bag was at that very same airport. As of right now, Sun Country has only agreed to reimburse me for my checked bag fee and the clothes I had to purchase for the time without my bag. I would recommend avoiding this airline at all costs!
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