Sun Country to cover some added costs for stranded travellers

Hundreds of travelers are stranded in Mexico after their flights were canceled due to a blizzard - and the airline says it can't rebook them because it is done for the season

Hundreds of travelers are stranded in Mexico after their flights were canceled due to a blizzard - and the airline says it can't rebook them because it is done for the season

We had to cancel 15 of our flights, 315 flights were cancelled in total.

"Cancelling flights and all that due to the weather".

Angry travelers were told that Sun Country was issuing refunds for the return portion of the flight but didn't have another aircraft on which to re-book the stranded passengers.

Sun Country Airlines said Tuesday it will pay the additional travel costs faced by the approximately 250 passengers who were left stranded in Mexico by two snowstorm-related flight cancellations this weekend.

In a statement sent Monday evening, a Sun Country spokesperson explained that their fleet had been scheduled to fly elsewhere, and that the company wasn't able to redirect them or send additional aircraft to Los Cabos and Mazatlan - calling it their "most challenging recovery situation".

The debacle comes just as the airline's sale has been finalized.

"When you look at a private equity group, they come and they buy [a company] to make money off of it", said Paul Omodt, a crisis communications specialist who spent 10 years in the airline industry. Mitch and Marty Davis chose to sell Sun Country to Apollo Global Management, a private equity firm, to help the company grow faster.

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But that model wouldn't necessarily prevent the company from bringing its customers home either, Salmen said.

"We understand that it has been hard to call through to our reservations call center based on the significant increase of call volume and recognize the hold times are unacceptable".

MINNEAPOLIS (AP) - Hundreds of travelers from Minnesota who were left stranded in Mexico after Sun Country Airlines canceled flights due to a storm at home had to scramble to find flights on other airlines because the carrier had ended its seasonal service south of the border.

Furious passengers flooded the airline's Twitter page saying they couldn't get through to the Sun Country's phone reservations line for assistance.

"Los Cabos has more service options and we felt the best option for those customers was giving them a full roundtrip refund on their Sun Country flight to make alternative arrangements as quickly as possible". "We are committed to finding them a way home". If their tickets were booked directly with us, the refund is being automatically credited back to their account. For those who booked through a travel site, it could take up to seven days for the refund to go through.

Former Sun Country CEO Jay Salmen said he thinks he knows what happened. We have expedited processing these refunds ahead of all others.

Including the last of its seasonal flights to Mexico, stranding the passengers. "We apologize for any inconvenience".

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