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THE SUN COUNTRY AIRLINES COMMITMENT TO ITS PASSENGERS
Safety is the paramount concern in everything we do at Sun Country Airlines. The comfort of our passengers and reliability of our service are vitally important as well and there are times when operational issues will negatively affect the passenger experience. The policies noted here are those that we follow in those unusual circumstances.
FLIGHT CANCELLATIONS
If a Sun Country Airlines flight is cancelled, passengers will have the option of a full refund or re-accommodation on the next available Sun Country Airlines flight.
DEPARTURE DELAYS IN THE AIRPORT TERMINAL
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Passengers whose flight is delayed more than four hours due to controllable circumstances shall be entitled to a $50.00 voucher good for future travel on Sun Country Airlines.
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Passengers whose flight is delayed more than six hours due to controllable circumstances shall be entitled to a $100.00 voucher good for future travel on Sun Country Airlines.
GROUND DELAYS AFTER PASSENGERS HAVE BOARDED
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Passengers whose flight experiences a tarmac delay* of more than two (2) hours while the passengers are onboard are entitled to a voucher good for $50.00 toward future travel on Sun Country Airlines.
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Sun Country will deplane passengers before a three (3) hour tarmac delay. However, if the pilot-in-command determines there is a safety or security-related reason or Air Traffic Control advises the pilot-in-command that returning to the gate or another disembarkation point would significantly disrupt airport operations, this time may be exceeded.
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Passengers whose flight experiences a tarmac delay* of more than three (3) hours while passengers are onboard are entitled to a voucher good for $100.00 toward future travel on Sun Country Airlines.
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Sun Country will provide adequate food and potable water, operable lavatory facilities and adequate medical attention if needed during any tarmac delay* but not later than two hours after the aircraft leaves the gate for a departure or touches down for an arrival.
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Tarmac delay (as defined by the Department of Transportation) means the holding of an aircraft on the ground either before take off or after landing with no opportunity for its passengers to deplane.
COMMUNICATION
Sun Country Airlines will ensure that its passengers are informed of delays or cancellations prior to scheduled departure if possible, the reason for any onboard delays and the causes for any expected further delays.
Revised as of January 29, 2010
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