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Hi I liked to lodge a formal complaint. We were there to check in on time at Las Vegas airport.

Reservation code #231****. The guy at the check in counter said we were unable to board and I asked why and he stood there quiet for 5 mins and said because โ€œhe had a phone call saying they can take no more customersโ€ , I said what do you mean and he asks for our passports and kept quiet for another few mins and said the flight is full and we canโ€™t board you and offered to put us on the next available flight 6:20 pm which meant we wonโ€™t arrive same day as planned and there was no connecting flight to New York so would have to board 7am next day flight. We had prebook hotels for that night and everything this is rubbish!! Then he said if not then please call reservations for a refund, I asked will I be able to then in this case?

And he said absolutely as you didnโ€™t get too board. So I call and wait on the phone queue for 30mins and the customer agent said we canโ€™t get a refund because the notes say we were late. This unacceptable we were absolutely not late we were on time!! Stop trying to cover your excuses, we were there on time and the agent said the flight is full already.

We want a full refund !!!

I also asked him to call there and there to let us in and he kept saying no and refused to call them. And kept saying I got a call to say no more people can come in

Reason of review: Poor customer service.

Monetary Loss: $350.

Preferred solution: Full refund.

Sun Country Airlines Cons: Everything especially refund policy and customer service.

Location: 5757 Wayne Newton Blvd, Las Vegas, NV 89119, USA

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Guest

You might think you were on time but were you checked in and baggage checked in at the cutoff time?its usually 45 min to 1 hour before departure depending on airline.?

Guest

They did the same thing to us.

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