‘I was just appalled’: Family cross country home after Sun Country flight canceled – WCCO

MINNEAPOLIS (WCCO) – A 22-hour road trip across half the country wasn’t part of Nancy Dolter’s family’s travel itinerary, but it was their exit from Florida after being stranded in Tampa when their Sun Country flight crashed. was canceled a few hours after departure.

They received a cancellation email at 5:30 a.m. for an 11 a.m. flight Monday, Dolter said, and she was unable to reach customer service as they sought a resolution. Flights with other airlines did not have enough seats to accommodate his family of four.

So they decided to drive from Florida to Faribault instead.

“After spending a lot of money on vacation, which we did, having to spend another $2,000 to get home – and only hours and hours of waiting, being on the phone, not knowing, you know, it was just absolute stress and chaos,” Dolter said.

The cost of the one-way rental car: $1,500, plus an additional $700 for hotel, gas and meals.

WCCO has heard similar stories from frustrated passengers whose flights were also canceled on short notice and unable to reach the airline after travel plans changed.

A local community college baseball team was nearly kicked out of a tournament in Arizona this week due to the abrupt cancellation of their Sun Country Airline flight.

In a statement to WCCO, Sun Country apologized and cited severe storms in Florida over the weekend that impacted staff. The airline said bad weather was affecting flights across the system and delays and cancellations were causing a “ripple effect” for the postponement.

“We deeply apologize to our guests. We recognize the desire for travel and vacation after two difficult years, and a cancellation is frustrating and disappointing,” Wendy Burt, a company spokeswoman, said via email. “Our customer service agents are doing everything they can to help every customer impacted by these cancellations.”

Still, Dolter said she expected more from the Minnesota-based company, which she said did not return her call after asking to be called back by a Sun Country representative. She would like the airline to reimburse her for the rental car and other travel expenses incurred due to the canceled flight.

Sun Country said it is working to rebook, refund or give vouchers to customers whose flights have been cancelled.

“Because it’s spring break and a busy holiday season, our flights are very full, making rebookings difficult,” a spokeswoman said. “We recognize that there is a high volume of calls, so we encourage our customers to use the call back feature so they don’t have to wait on hold. We are working to fix it. »

When asked if additional travel costs would be covered, Sun Country said it would only reimburse the cost of flights.

Dolter, a longtime Sun Country customer, now says she will no longer fly with them.

“I just felt like Sun Country would take care of us. I’ve always flown at Sun Country fearlessly, and I mean, I was just appalled,” she said. I think we could have still been there in Tampa if we had waited for them to call us back.”


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