WASHINGTON- U.S. Senators Amy Klobuchar (D-MN) and Tina Smith (D-MN) sent a letter to Sun Country Airlines CEO Jude Bricker to demand answers from the company after the airline cancelled flights from Los Cabos and Mazatlán, Mexico to Minneapolis-St. Paul International Airport (MSP) due to severe weather, leaving approximately 250 passengers in a foreign country without flight options. Because these flights were the last of the season, Sun Country consumers in Mexico had no alternative travel options. Consumers were forced to purchase last-minute, one-way tickets through alternative airlines in order to return to Minnesota. While consumers were compensated for the return-leg of their original ticket, in many cases this amount was far less than the cost of the last-minute return ticket through another company that they were forced to purchase, and few consumers were able to reach a customer service representative to help them understand their travel options.
In the letter, the Senators asked Sun Country’s CEO about whether the company did enough to help passengers, including charter a replacement flight, rebook passengers on other airlines, and provide consumers with advanced notice of their policies for final flights of the season.
“After cancelling flights, airlines have an obligation to support consumers who are making short-notice international travel plans. Sun Country has an obligation to make a good faith effort to charter a replacement flight or rebook passengers on other airlines after a final flight of a season is canceled,” the Senators wrote.
The full text of the letter can be found below:
Dear Mr. Bricker,
Following a recent cancellation of flights from Los Cabos and Mazatlán, Mexico to Minneapolis-St. Paul International Airport (MSP), we write to ascertain whether Sun Country made a good-faith effort to charter a replacement flight, rebook passengers on other airlines, and provide consumers with advanced notice of their policies for final flights of the season.
On April 14, 2018, Sun Country Airlines cancelled flights due to severe weather, leaving approximately 250 passengers in a foreign country without flight options and raising serious questions about whether the company provided an adequate response. Because these flights were the last of the season, Sun Country consumers in Mexico had no alternative travel options. Consumers were forced to purchase last-minute, one-way tickets through alternative airlines in order to return to Minnesota. While consumers were compensated for the return-leg of their original ticket, in many cases this amount was far less than the cost of the last-minute return ticket through another company that they were forced to purchase.
In addition to the costs imposed, few consumers were able to reach a customer service representative to help them understand their travel options. Some customers reported wait times of over 24 hours.
After cancelling flights, airlines have an obligation to support consumers who are making short-notice international travel plans. Sun Country has an obligation to make a good faith effort to charter a replacement flight or rebook passengers on other airlines after a final flight of a season is canceled. In addition, Sun Country should also provide consumers with advanced notice of their policies for final flights of the season as well as notice of inclement weather that may result in a flight cancelation where alternative transportation is necessary.
In response to this incident, we ask that you respond to the following questions:
• If Sun Country was unable to make one of its own planes available, did Sun Country make a good-faith effort to rebook passengers on other airlines to provide consumers with a return flight to MSP?
• If Sun Country was unable to make one of its own planes available, did Sun Country make a good faith effort to charter a replacement flight to provide consumers with a return flight to MSP?
• For final flights of a season, does Sun Country have a policy to make consumers aware that if flights are cancelled, alternative transportation will be necessary?
• How much notice did Sun Country provide before the flight cancelations from Los Cabos and Mazatlán, Mexico to MSP? For final flights of a season, does Sun Country have a policy of providing customers any advanced notice of inclement weather that may result in a potential flight cancelation so consumers can make alternative arrangements?
• When Sun Country cancels flights, does it include any resources to make alternative transportation arrangements?
• Does Sun Country have procedures for increasing call center capacity during and following severe weather?
We look forward to working with you to ensure consumers in Minnesota and across the country have access to safe, reliable air travel. Thank you for your attention to this important issue.
Sincerely,
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