Oh, how a few days of extremely bad press will get a CEO to do the right thing. Last week the Midwest was bombarded with another snow storm and several states slowed down. And I mean, everything pretty much ground to a halt. Especially the airports. Flights were cancelled all day long while the gods above sent two feet of snow to cover our Midwest lands.
Sun Country Airlines is based out of Eagan, MN and, just like all the other airlines affected by the snowstorm, they had to cancel flights for a variety of reasonable issues - employees couldn’t get to work, planes couldn’t take off, visibility issues, landing issues, etc, etc.
That’s not news. That’s just what happens when twenty four inches of snow blows up your state. The specific hot water Sun Country found themselves drowning in is related to about 250 passengers that the Airlines left stranded in Mexico following the blizzard. Apparently, the flights scheduled to carry the Americans home were the “last flights of the season” and they refused to extend their schedule or pay for the fuel to send another flight to bring the stranded passengers home and sent them a, “We’ll refund your ticket price but we’re not coming to get you. You’ll have to find another way home. Good luck!”
I mean. Wow. Just think about that. Sun Country Airlines actually told their customers that not only was the airlines leaving them stranded in a foreign country but it wasn’t even going to offer to assist them finding new flights home.
I don’t know about you but now that I know Sun Country will leave me stranded in a foreign country for reasons - I will not ever give them my money. Like, never. Ever.
Obviously, the customers turned to the social media to vent. Many of them had to spend thousand of extra dollars to buy a last second ticket in order to get home. Sun Country’s reimbursement for the tickets customer’s had already bought will, like all returns, take several days to process. But even once a customer received their refund for their original ticket - no way will it cover the cost of purchasing a last second brand new ticket.
And then both MN Senators send letters to Sun Country Airlines demanding an explanation and the customer relations nightmare began. Well it took a couple days but the social media blitz worked. Sun Country, after suffering horrendous amounts of negative press and loss of business - is going to do the right thing.
Funny how that works, huh? Sun Country made a business decision to not spend money on fuel to send new empty flights to go pick up stranded passengers because it wouldn’t be “cost effective” and now have lost incalculable amounts of money through negative coverage and bad will against the company.
Sun Country’s brand new CEO, Jude Bricker sent out a company wide email a few days after the idiotic decision he made to strand the passengers in the first place. The email is overly long and defensive, you can read the full text here but it’s very nauseating to read that condescending "corporate speak" sorry / not sorry apology. The gist of it though is, “But hey, we did some things right and our contract says we technically don’t have to do anything for you if you’re stranded. So, I mean - there’s that. And we can’t control the weather. You know? And some of our flights got home. So that’s good - we rock! I guess we need to work on our customer communication. Maybe that might be a super tiny (not really big deal at all) issue. I’m not saying it’s a problem though! But, maybe, like - a tiny, tiny, tiny issue. So, we’ll reimburse SOME of the costs that customers spent getting home. Sun Country Airlines forever!”
Sorry Bricker. You lost me for life. If they fire you. Maybe I’ll come back. But don’t hold your breath.