Carry On Refusal

Posted Tue May 15, 2012 2:52 pm, by Michael H. written to Sun Country Airlines

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My wife and I are very frequent flyers, and usually fly between Minnesota and Texas to see family. Last week, we flew out to Vegas from Minnesota, to celebrate our anniversary and meet up with friends. We always travel with the same two pieces of carry-on luggage and pack with space bags to save time with not having to go to baggage claim, and to save money on fees. We have NEVER had trouble with our carry-ons - however, we have never flown Sun Country. We got to the gate to come home on Saturday, in a great mood from a wonderful vacation. It didn't last long however, because when we went to board, our carry-ons were refused. Neither piece is even expandable, and both failed to fit in the little metal box simply because of the wheels. The actual size of the case itself would have fit if not for the wheels. We have never had the slightest problem fitting them easily inside the overhead bin. We were told we had to check them and pay a $25 fee each. We were shocked and upset - we were going home with only about $80 left in our pockets to last us until we got paid - which we were ok with. We couldn't afford to give Sun Country $50 of that but we had no choice. When we complained - we were told we had the option of throwing our things away. Great customer service! As if this wasn't bad enough - once we boarded and were seated, we watched a teenager get on with a huge overstuffed duffel that was as big as BOTH of our carry-ons. The flight attendant said "oh I don't know if that will fit in here" as she and he both worked to stuff it in the bin. Talk about adding insult to injury. Our bags were both regulation carry-ons, his was clearly NOT. But he got to take his for free. I should mention too, that our flight was not full, and there was no lack of space in the bins. I feel like Sun Country treated us unfairly and made for a terrible flight home. And it wasn't just us either - there were quite a few very unhappy passengers who were also treated unfairly. I'm sure you'll hear from them. I will NEVER fly Sun Country again, and will never use Priceline again to avoid being stuck with Sun Country inadvertently. I will also let everyone I talk to know about this, and about how Sun Country treats it's passengers. Shame on you.

I would like my $50 refunded, since I feel it was taken from us unfairly. It's like we were punished because our carry-ons had wheels! I would be satisfied with this and would reconsider my bad opinion of your airline.

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Re: Carry On Refusal by t n. Posted Sun May 20, 2012 @ 8:31 PM I tend to think that the little wheeled suitcases are much easier to put in storage bins than any other suitcases. I guess there's a reason that I have NEVER heard of Sun Country airlines, because nobody wants to fly on it. Reply except that... by PepperElf Wed May 23, 2012 @ 10:23 AM Re: Carry On Refusal by batmoody Posted Wed May 16, 2012 @ 6:16 AM "and both failed to fit in the little metal box simply because of the wheels". So, simply, they both didn't fit in the box. You said you hadn'e ever flown Sun Country before. You just assumed their rules would be identical to everyone elses? Nothing was taken from you unfairly. You just didn't think the rules should apply to you. Reply Should the rules have applied to the kid with the way oversized duffel bag? by Shawn D. Posted Wed May 16, 2012 @ 12:40 PM Because I get the feeling that was as annoying to the customer as anything else that took place. And rightfully so. Reply Sure they should. But he slipped through the cracks. Sometimes by Steve OH (IO) Wed May 16, 2012 @ 1:34 PM Awesome Response! by Shawn D. Wed May 16, 2012 @ 2:29 PM Actually, I was directing that at you. by Steve OH (IO) Wed May 16, 2012 @ 9:06 PM Another awesome response! by Shawn D. Wed May 16, 2012 @ 9:24 PM Thanks, but I don't need validation from the likes of you. by Steve OH (IO) Fri May 18, 2012 @ 11:53 PM LOL by Shawn D. Sat May 19, 2012 @ 3:36 PM i'm guessing the duffel DID fit in the box by RedheadwGlasses Posted Thu May 17, 2012 @ 8:57 AM I travel with a carry-on: My large gym bag. It barely meets the limitations, but because it's nylon, it's more squishable and can fit under the seat in front of me, and yet it holds A TON. Reply exactly - bags can be folded to fit. not so with hard-shelled cases or wheels by PepperElf Thu May 17, 2012 @ 4:59 PM Re: Carry On Refusal by PepperElf Posted Wed May 16, 2012 @ 2:07 AM "Neither piece is even expandable, and both failed to fit in the little metal box simply because of the wheels." I hate when people use those as carry-on items. The rest of us have the right to use carry on just like any other customer. but when people put over-sized luggage in the overhead compartments - especially wheels - it makes it harder for the rest of us to have anything up there. no refund for you. not their fault you didn't plan ahead Reply Yeah youve got a great point there by Shawn D. Wed May 16, 2012 @ 12:44 PM of course you're assuming by PepperElf Thu May 17, 2012 @ 10:19 AM And, of course, you're assuming also by Shawn D. Thu May 17, 2012 @ 2:41 PM it doesn't take more than common sense to know that bags fold better than wheels... n/t by PepperElf Thu May 17, 2012 @ 4:51 PM So you're a big proponent of common sense by Shawn D. Thu May 17, 2012 @ 7:13 PM again you ignored that wheels cannot be squished to fit while duffles can be by PepperElf Thu May 17, 2012 @ 9:00 PM LOL by Shawn D. Thu May 17, 2012 @ 9:32 PM