Winning Hearts and Minds

I swear that the airliners are competing to provide the worst customer experience possible. United is still ahead in the competition since it likes to beat passengers and kill pets but Sun Country is working to catch up:

We understand that winter weather can wreak havoc on an airline, especially a small airline like Sun Country. On Saturday, Minneapolis-St. Paul (MSP) received a foot of snow, which closed the airport for most of the day. This, of course, resulted in a slew of cancelled flights, including some of Sun Country’s last flights of the year on a couple seasonal routes, including flights from Mazatlan (MZT) & San Jose del Cabo (SJD). Rather than trying to work out a solution for passengers, Sun Country simply refunded passengers and told them on Facebook to find an alternative way home.

Passengers will be have to book expensive last minute flights home on another airline, and they will be required to pay for any additional lodging expenses on their own. Based on our calculations, Sun Country has abandoned two flights or around 250 of their Minneapolis-bound passengers in Mexico.

Most airliners will work with passengers when weather causes their flights to be delayed or cancelled. The impacted passengers may be put up in a hotel at the airliner’s expense, shuffled onto flights with open seats, or even transferred to a plane operated by another airliner if no other alternative is available. Sun Country takes the tough love approach by telling its passengers that life isn’t fair so you have to suck it up and deal with it.

I flew Sun Country once. While the airliner didn’t strand me in Mexico, my experience was dreadful enough that I swore to never use it again. I’m guessing these customers aren’t going to be repeat customers either.