General Questions

How do I contact Sun Country Airlines?

Visit the contact us page to get department email addresses and phone numbers.

Where can I find career opportunities?

Interested in joining our team? Visit our careers page to learn about current open opportunities.

Why should I book with Sun Country?

Whether you are looking for a great airfare or want to book a fabulous vacation, Sun Country is an excellent and affordable choice. Plus, when purchasing through Sun Country, there are no booking fees.  

What origins and destinations does Sun Country Airlines serve?

Sun Country Airlines offers flights to more than 35 destinations in the U.S.A., Mexico, Costa Rica, and the Caribbean, with convenient nonstop flights and one-stop connections. Learn more about our flight schedule and view our route map.

How far in advance are the flight schedules available?

Flight schedules are typically available six months in advance. View our current flight schedule online, or, to be notified of updates, sign up to receive email notifications or follow us on Twitter or Facebook.

Does Sun Country offer vacation packages including flights and hotel stays?

Yes, and booking flight and hotel together saves time as well as money. Get the lowest airfare on Sun Country Airlines, along with discounted hotel rates and other inclusions, by purchasing a flight and hotel package.

How do I get the best value or find sales and promotions?

There are several ways to find the best deals. Book as far in advance as possible during peak travel periods, compare weekday travel to weekend travel, or travel during non-peak times. Also, check out our deals under the “Book” tab for special values and money-saving discounts on flights and vacation packages, and sign up to receive email notifications.

How do you rank your hotels?

Our hotel ratings reflect opinions from a variety of sources including our own experienced Product Development Managers, customer feedback, and travel industry reference materials. 

How do I subscribe to receive promotional emails?

Subscribe here or by accessing the button in the footer of suncountry.com.  We only send email specials to those who have requested them and do not sell email addresses to third parties.

Reservations

How do I make a reservation?

On suncountry.com, Ufly Rewards members should always log in first with their Ufly Rewards account information. Enter the origin and destination, travel dates, number of people traveling, and search travel. Flight-only prices and flight and hotel package price options will then be displayed. Follow the steps in the booking path. Members can also call Reservations. Unsure which destination or hotel is best? Research destinations and hotels in the “Explore” tab under Travel Destinations.

How do I book more than one room?

Currently one hotel room can be reserved per booking online. If more than one room is needed, call Reservations.

How do I make handicap accessible need requests?

Handicap-accessible needs, such as wheelchairs, medical devices, etc. can be requested online during the booking process or by calling Reservations. Learn more about handicap-accessible requests.

How do I make hotel room preference requests?

Requests such as bed type, non-smoking rooms, cribs, and rollaways can be made online during the booking process or by calling Reservations. While these requests cannot be guaranteed and are handled directly through the hotel, we’ll do our best to fulfill the request. 

How do I book a group reservation?

For groups of 10 or more, rely on our Group Department. They are experts at organizing customized travel, whether it be for traditional groups or for groups that need more flexibility. Contact Reservations and choose the Group option. 

How do I make a reservation for an Unaccompanied Minor?

Contact Sun Country Reservations and they will be happy to help you confirm an Unaccompanied Minor. There is a fee in addition to the ticket price.  Note: Unaccompanied minors are only allowed on nonstop flights within the U.S. 50 states.

Can I book a rental car on suncountry.com?

Yes, Sun Country offers car rentals with the purchase of a flight or flight and hotel packages to cities in the U.S. 50 states. Learn more about rental car policies.

How do I apply a promo code? 

Enter the code in the promo code field at the end of the booking process.

Are all taxes included in the price?

All hotel and flight taxes and fees required by the U.S. government are included in our prices. Additional charges for checked luggage may apply, as well as any applicable hotel/resort fees collected by the hotel in the travel destination. Select destinations in Central America and the Caribbean may collect an arrival or departure tax at the airport. Amounts vary, but the specific amount that will need to be paid will be noted in the travel documents.

What forms of payment do you accept?

We accept the following forms of payment:

  • Sun Country Airlines® Signature Visa®, Visa®, MasterCard®, Discover®, and American Express® credit cards issued in the United States or Canada and with a U.S. or Canadian billing address.
  • Ufly Rewards points
  • Sun Country travel vouchers

How can I redeem a travel voucher?

Sun Country Airlines travel vouchers sent via email can be redeemed online by entering the voucher number during the payment step of checkout or by calling Reservations. Printed vouchers received at the airport and those that begin with 337 must be redeemed by calling Reservations. The value of the voucher will be deducted from the total purchase price. Multiple vouchers may be applied to a single booking.

Can I make a deposit and pay the rest later?

It depends on the type of booking and days prior to departure. Flight-only bookings require full payment at the time of booking. For flight and hotel package bookings made 45 or fewer days prior to departure, full payment is due at the time of booking. For flight and hotel package bookings made 46 or more days prior to departure, a deposit is due at the time of booking and the remaining balance is due at day 45. If you made the booking directly with Sun Country, the remaining balance will automatically be charged to the credit card used to make the deposit. If you made the booking via a travel agent, your travel agent will work with you when final payment is due. Flight and hotel package bookings made eight or more days prior to departure are also eligible to be put on a 24- or 48-hour hold. For complete details, see our Payment, Changes & Cancellations Policies

Where and how do I get confirmation and reservation documentation? 

You will receive documents via email when you make a reservation. You will also receive updated versions via email following any modification to the reservation. You can also access them via My Trips.

Travel Protection

Why purchase Sun Country’s Travel Protection plan?

The Sun Country Travel Protection plan helps protect travelers and their investment before they depart and while on their trip. Sun Country Travel Protection is available for both flight-only purchases and flight and hotel package purchases. Learn more about our Travel Protection plans.

What happens if the price for a vacation package already purchased goes down?

If Sun Country’s Travel Protection plan was purchased as part of the flight and hotel package after May 29, 2016, we will refund the difference in price. The lower-priced trip must be identical to the one initially purchased. The difference in price will be refunded in the form of a Sun Country voucher or in the original form of payment, less the cost of Travel Protection. The form of refund is based on which Travel Protection plan option is purchased. Learn more about our Travel Protection plans.

Modify/Cancel Reservations

How do I cancel a reservation?

To cancel a reservation, contact Reservations. You will need the Reservation Code and traveler name(s) to cancel the reservation. Cancel fees may apply and are outlined in the Cancel Fees section.

How will I know if the flight schedule has changed? 

If there is a change to the flight, and you booked with Sun Country, you will receive an email notification. If you booked through a travel agent or an online booking site, you should be notified by them. We recommend you check the actual departure and arrival times by accessing flight status.

Seat Assignments

How are seats selected?

Seats can be selected online during the booking or check-in process or by logging into My Trips. Seats behind the exit row are complimentary, subject to availability. Preferred seats located in the front of the coach class cabin may be purchased. If seats are not available, rest assured that seats will be assigned at the airport. 

What are preferred seats?

Preferred seats are located in the front of the coach class cabin. Preferred seats can be purchased for $15 per seat, per segment when selecting a seat during the booking or check-in process, by logging into My Trips, or through Reservations.

Can exit row seats be purchased?

Yes. Exit row seats can be purchased for $25 per seat, per segment when selecting a seat during the booking process, by logging into My Trips, or through Reservations. Customers with exit row seating must check-in at the airport at the First Class ticket counter. Persons sitting in exit row seats must comply with FAA regulations. 

What is Sun Country’s customer of size policy for seat assignments?

Passengers who do not comfortably fit in one seat with both armrests in the down position are required to purchase a ticket for an additional adjacent seat. If we have open seats and can accommodate an additional seat without downgrading or unseating another passenger, a refund may be requested once travel is complete. Please review our Customer of Size policy for further details.

What is the policy for traveling with musical instruments?

Musicians may carry-on one smaller-sized instrument case as long as the instrument case fits easily in the Sun Country sizer box, or there is room to stow the instrument in an overhead bin or under the seat in front of the passenger. If instruments cannot be properly stowed, they must be checked as baggage.

For larger instruments (e.g., cellos, tubas, guitars, etc.) that cannot be stowed overhead or beneath a seat, musicians can purchase a ticket (including a seat assignment) for the instrument

Please review our Special Items for further details.

Preparing for Travel

How do I make arrangements for special assistance?

If a traveler requires special assistance, equipment, or considerations, Sun Country wants to make their experience as convenient and smooth as possible. Visit our Special Assistance page to make a request or to review all policies.

What are your policies for traveling with infants and children?

Sun Country welcomes children on our flights. Children under two years of age may travel at no charge if being held on an adult’s lap for the entire flight; or a seat may be purchased for the child. When traveling with kids, it is helpful to request seats early so everyone can sit near each other and to allow extra time at the airport. Learn more about traveling with kids, get more helpful hints, and review our policies.

What are your policies for traveling with pets?

Sun Country accepts many types of cats and dogs as checked and carry-on baggage on select flights within the 48 contiguous United States. Please review our pet policies for all rules and restrictions.

What are the policies for emotional support animals?

Sun Country welcomes animals trained to assist customers with mobility, visual, and hearing disabilities onboard, at no charge. Sun Country must have 48 hours advance notice. Please call Reservations or view details about traveling with service animals.

Can I bring my Samsung Galaxy Note7 on the airplane?

No. The U.S. Department of Transportation has issued an emergency order that bans all Samsung Galaxy Note 7 devices from commercial air transport effective at 12N Eastern Time on October 15, 2016.

Per DOT instruction, if passengers attempt to travel by air with their Samsung Galaxy Note7 devices, they will be denied boarding. Sun Country Airlines customers should comply with DOT guidelines by not traveling with this device in any form, whether on their person, in a carry-on bag, in a checked bag or shipped as cargo.

The U.S. DOT has provided additional information about the ban on their website.

International Travel

What form(s) of identification is required to travel?

U.S. 50 States, Puerto Rico, and St. Thomas Travel:
All passengers 18 years of age or older are required to present one form of government-issued photo ID (e.g. valid driver's license) or two forms of non-photo identification, one of which must be state or federal agency-issued (e.g. U.S. Social Security card), before boarding a flight. Failure to present positive identification can result in denied boarding and no refunds will be granted.

Mexico, Costa Rica, and Caribbean Travel:
Government legislation requires all people traveling via air to and from the United States or Canada to have a passport. There may also be specific documentation required for minors traveling unaccompanied or accompanied by a person other than their parent/legal guardian. Learn more about international travel with kids.

For Non-U.S. Citizens
For citizens of other countries and who are either living in or visiting the U.S., there are different requirements for travel to, from, and within the United States. Be sure you understand the requirements, including those for Canadian and Mexican citizens, as well as other non-U.S. citizens.

In addition, citizens and nationals of the People’s Republic of China holding a B1/B2 10-year visa are required to have an advanced enrollment via EVUS, as of November 29, 2016. 

Check-In

When is online check-in available?

Passengers who are traveling within the 50 U.S. states are welcome to check-in online no more than 24 hours prior to, and up to one hour before, scheduled departure time. Passengers traveling internationally, or traveling with infants, unaccompanied minors, passengers sitting in exit rows, or groups larger than nine people may not check-in online and must check-in at the airport.

Do you have mobile boarding passes?

Yes, mobile boarding passes are available for travel within the U.S. 50.  However, passengers with exit row seats, those traveling with infants, unaccompanied minors, or groups larger than nine require check-in at the counter with a Sun Country agent.

What time should travelers get to the airport?

Travelers should allow adequate time to check-in and get through security, knowing that lines can be long. View our Airport Information page for more details about when the ticket counters open at the airport and our aircraft boarding policies.

When does the Sun Country ticket counter open?

Ticket counters are not open for in-person check-in and baggage check until two hours prior to departure at all designated Sun Country locations and three hours for San Francisco International Airport and Southwest Florida International Airport — Fort Myers. 

How does one upgrade to First Class?

Upgrading to First Class is easy and affordable. If more than 24 hours prior to departure, call Reservations to upgrade. Between 24 hours to one hour prior to departure, travelers may also be able to upgrade during the check-in process or at the airport. Visit our First Class page to view upgrade policies and amenities.

What is TSA Pre✓ ®

TSA Pre✓® is an expedited screening program that allows pre-approved airline travelers to leave on their shoes, light outerwear and belt, keep their laptop in its case, and their 3-1-1 compliant liquids/gels bag in a carry-on in select screening lanes. View TSA PreCheck eligibility and policies.

Baggage/Lost & Found

What are the baggage policies for Sun Country Airlines?

Review our baggage policy for size and weight information, pricing details, and for first and second bag fee exemptions.

What are the carry-on baggage policies?

Review our carry-on baggage policy for size and weight information, liquid guidelines, etc.

What is the process for reporting lost or damaged luggage?

Before leaving the airport, file a claim with Sun Country Airlines in the baggage area at the airport. If the passenger has left the airport, please contact Baggage Services at 888-359-5586 or via email, Monday through Sunday, 8am-1am (CT) to report lost or damaged baggage.

What should be done if something was lost at the airport or on the plane?

Depending on where the item was lost, follow these instructions:

  • If the item was left in the airport, please contact the Lost and Found department at that airport.
  • If the item was left at a TSA security checkpoint, please contact the TSA at 866-289-9673 or go to the TSA website for the most updated policies.
  • If the item was left on a Sun Country plane, please use please complete the online Lost & Found form or contact Baggage Services at 888-359-5586, option 3. Sun Country Airlines will make every effort to return articles left onboard our aircraft. Visit our Lost & Found page.

What is the TSA liquid policy?

Passengers can transport liquids, gels, lotions, or similar items through the security checkpoint if the items are less than 3.4 ounces. Visit the TSA website for the most updated policies.

In-Flight

Is food served during the flight? 

Sun Country offers complimentary beverage service in coach class and a variety of food, beverages, and other items for sale onboard our aircraft. A wide range of beverages and freshly prepared hot meals and filling snacks are served in First Class.

Can travelers watch a movie on the flight?

Sun Country offers complimentary Digital Entertainment Devices in First Class and for a fee in coach class (based on availability and length of flight).

Does Sun Country offer WiFi onboard its aircraft?

We currently do not offer WiFi onboard our aircraft.

Overbooking

What is overbooking and why?

Overbooking a flight means that Sun Country Airlines has accepted more reservations than it has seats available. Certain routes often have passengers that do not utilize their reservation, which causes the flight to leave without being at maximum capacity despite the demand for the seats. Through observation and close monitoring, Sun Country will only offer extra reservations in the same ratios as the usual customer no-show rate in an attempt to fulfill customer demand on certain routes. If in the rare occasion there are more passengers checked in than there are seats 30 minutes before the flight, Sun Country will begin the process of gathering volunteers to take a different flight for compensation of Sun Country’s choice.

What is the process if flight is overbooked?

Volunteers and Boarding Priorities

  • If a flight is oversold (more passengers hold confirmed reservations than there are seats available), no one may be denied boarding against his or her will until airline personnel first ask for volunteers who will give up their reservation willingly, in exchange for compensation of the airline’s choosing. If there are not enough volunteers, other passengers may be denied boarding involuntarily in accordance with the boarding priorities of Sun Country Airlines. In such events, Sun Country Airlines will usually deny boarding based upon check-in time, but we may also consider factors such as severe hardships, fare paid, and status within the Ufly Rewards program. Reasonable efforts will be made to accommodate individuals with a disability or needing assistance, the elderly, connecting passengers, and unaccompanied children less than eighteen (18) years of age.

Involuntary Denied Boarding

  • If you have been denied a reserved seat on Sun Country Airlines, you are probably entitled to monetary compensation. This notice explains the airline’s obligation and the passenger’s rights in the case of an oversold flight, in accordance with regulations of the U.S. Department of Transportation.  If you are denied boarding involuntarily, you are entitled to a payment of “denied boarding compensation” from the airline unless:
    1. You have not fully complied with Sun Country’s ticketing,  check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline’s usual rules and practices; or
    2. You are denied boarding because the flight is canceled; or
    3. You are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons; or
    4. On a flight operated with an aircraft having 60 or fewer seats, you are denied boarding due to safety-related weight/balance restrictions that limit payload; or
    5. You are offered accommodations in a section of the aircraft other than specified on your ticket, at no extra charge (a passenger section for which a lower fare is charged must be given an appropriate refund); or
    6. The airline is able to place you on another flight or flights that are planned to reach your next stopover or final destination within one hour of the planned arrival time of your original flight.
  • Amount of Denied Boarding Compensation
    • Domestic Transportation — Passengers traveling between points within the United States (including the territories and possessions) that are denied boarding involuntarily from an oversold flight are entitled to:
      (1) No compensation if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight;
      (2) 200% of the fare to the passenger’s destination or first stopover, with a maximum of $675, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than two hours after the planned arrival time of the passenger’s original flight; and
      (3) 400% of the fare to the passenger’s destination or first stopover, with a maximum of $1,350, if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than two hours after the planned arrival time of the passenger’s original flight.

      0 to 1 hour arrival delay — No compensation
      1 to 2 hour arrival delay — 200% of one-way fare (but no more than $675)
      Over 2 hours arrival delay — 400% of one-way fare (but no more than $1,350)

    • International Transportation — Passengers traveling from the United States to a foreign point who are denied boarding involuntarily from an oversold flight originating at a U.S. airport are entitled to:
      (1) No compensation if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight;
      (2) 200% of the fare to the passenger’s destination or first stopover, with a maximum of $675, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight; and
      (3) 400% of the fare to the passenger’s destination or first stopover, with a maximum of $1,350, if the carrier does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than four hours after the planned arrival time of the passenger’s original flight.

      0 to 1 hour arrival delay — No compensation
      1 to 4 hour arrival delay — 200% of one-way fare (but no more than $675)
      Over 4 hours arrival delay — 400% of one-way fare (but no more than $1,350)

    • Alternate Transportation — “Alternate transportation” is air transportation with a confirmed reservation at no additional charge (by any scheduled airline licensed by DOT), or other transportation accepted and used by the passenger in the case of denied boarding.
  • Method of Payment — Except as provided below, the airline must give each passenger who qualifies for involuntary denied boarding compensation a payment by cash or check for the amount specified above, on the day and at the place the involuntary denied boarding occurs. If the airline arranges alternate transportation for the passenger’s convenience that departs before the payment can be made, the payment shall be sent to the passenger within 24 hours. The air carrier may offer free or discounted transportation in place of the cash payment. In that event, the carrier must disclose all material restrictions on the use of the free or discounted transportation before the passenger decides whether to accept the transportation in lieu of cash or check payment. The passenger may insist on the cash/check payment or refuse all compensation and bring private legal action.
  • Passenger’s Options — Acceptance of the compensation may relieve Sun Country Airlines from any further liability to the passenger caused by its failure to honor the confirmed reservation. However, the passenger may decline the payment and seek to recover damages in a court of law or in some other manner.