Passengers on 6 Sun Country flights weren't notified that flights were canceled

It was because of a glitch in the airline's new technology.
Publish date:

Sun Country Airlines is apologizing after six flights around the country were canceled last Saturday, with little to no reason given to passengers who were caught off guard. 

The six canceled flights were all in or out of Minneapolis-St. Paul International Airport: 

  • MSP to Las Vegas
  • Las Vegas to MSP
  • MSP to Newark
  • Newark to MSP
  • MSP to Washington Dulles (Virginia)
  • Washington Dulles to MSP

Sun Country says the canceled flights were from "multiple unrelated and unplanned operational challenged, in addition to new technology failing to trigger a step that notifies passengers of cancellations. 

"We had multiple unrelated and unplanned operational challenges that forced cancellations," Sun Country said in a statement. "However, what is understandably even more frustrating to customers is the lack of communication. 

"We recently completed an overhaul and upgrade of our reservations and customer communication technology. This was the first flight cancellation we have executed since the overhaul, and unfortunately, a step that triggers customer communication was missed in the cancellation process."

Among the customers impacted by the technology glitch was KARE 11 anchor Randy Shaver, who was trying to return to Minnesota from Las Vegas. He documented the frustrating experience on Twitter

Each passenger has been issued a $200 voucher that can be used on future flights, in addition having hotel costs reimbursed if they were forced to extend their stay. Passengers will be refunded for flight costs if they weren't able to rebook onto the next flight. 

It's the latest in a series of blunders that has befallen Sun Country since it was sold to a New York-based investment company, which included leaving passengers stranded in Mexico during last year's April snowstorm.

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