Beware SunCountry

[MNSusan]

We're flying on SunCountry on Thursday from MSP to MCO. I booked the flight about a month ago. I went online to check times, etc. and found the airfare had come down over $100 per person. So I called SunCountry to see if they could refund the difference. Nope, there's a change fee of $50 per ticket. "No problem," I said, "please change the ticket, even with the charge, its still going to be less than the current fare." No way, can't do it. They said there was absolutely nothing, nada, zippo, that could be done. Their tickets are nonrefundable and that REALLY means you're stuck.

Most other airlines I deal with will try to help you out some when this happens. Not so with SunCountry.

BTW, I was perfectly nice although it felt pretty unfair.

 

[ExPirateShopGirl]

When our non-refundable fares go down in cost, I call Northwest and they send me vouchers for the fare difference. It's not a refund, it's credit towards a future flight. Doesn't SunCountry use NW planes? I would call back about vouchers...

 

[Pinnie]

Isn't Suncountry a charter?

pinnie

 

[CarolA]

That is the risk you take with "non refundables" The other thing that has to happen on any of the majors is that the ticket fare class you purchased has to be available. On charter flights (is Suncountry is a charter) all bets are off and generally you are just stuck with what you buy.

 

[zulaya]

Sun Country is not a charter, it's a regularly scheduled, albeit smaller, airline.

Susan, I do wonder if the ticket class may be what the hangup was. However, given the state of airlines today, Sun Country may be sticking to the literal definition of "non-refundable"

 

[MNSusan]

The exact same ticket class and itinerary is/was available last night when I called. I asked to speak to a supervisor, who told me there was nothing she could do. I've had the difference refunded to me, sometimes after a change fee, and sometimes with a voucher, on Northwest, American, Delta, even AirTran. But there was no budging SunCountry. They really mean it when they say non-refundable.

Its interesting to me that the fare came down so much with oil prices the way they are right now. And this is for a flight the day after tomorrow. Anyone want to join us in Orlando?

 

[dudspizza]

The exact same ticket class and itinerary is/was available last night when I called. I asked to speak to a supervisor, who told me there was nothing she could do. I've had the difference refunded to me, sometimes after a change fee, and sometimes with a voucher, on Northwest, American, Delta, even AirTran. But there was no budging SunCountry. They really mean it when they say non-refundable.

Its interesting to me that the fare came down so much with oil prices the way they are right now. And this is for a flight the day after tomorrow. Anyone want to join us in Orlando?

They must have needed to sell a couple of seats because I just checked and the flight down on April 14 is listed at 172.40 one way! Whoa. Did they have it listed around 66 each way? I have seen them do that before the week of a flight.

I love Sun Country, but I have also learned to be cautious when buying with them, because once you buy, you are locked.

For those asking if they are a charter, the answer is no, but they are a very small airline. They only fly normally scheduled flights but they only have 5 planes, so they are limited. You could say they are similar to a charter airline.

I would think the SC would have to show some flexibility and excellent customer service to grab some of NWA's customers here in MSP. Doesn't sound like they are doing that right now. A simple voucher would help bring you back again, Susan. They were very nice to me when they changed my flight times.... they actually allowed me to move my return flight one day later with no fee, so they do have some flexibility, but it is too bad they don't have any flexibility when it comes to fares.

Happy Tuesday!

Duds