{"id":"sun-country-airlines","page":"https://escalate.alexgaoth.com/#/c/sun-country-airlines","html":"https://escalate.alexgaoth.com/c/sun-country-airlines/","generated":"2026-10-15","company":{"id":"sun-country-airlines","name":"Sun Country Airlines","aliases":["sun country","suncountry.com","sun country air"],"sector":"airline","parent":"Allegiant Travel Company","website":"https://www.suncountry.com","regulators":["us-dot"],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"customer-care-form"},{"rung":"regulator","regulator":"us-dot"},{"rung":"payment_dispute","note":"Card dispute for a refund Sun Country owes but has not paid."}],"playbooks":[{"issue":"delayed_baggage","summary":"File a Mishandled Baggage Notice within four hours of arrival, then complete the claim within 45 days.","evidence":["bag tag","Mishandled Baggage Notice number","receipts"],"steps":[{"do":"Report the missing bag at the airport within four hours of arrival."},{"do":"Complete the Mishandled Baggage Claim through the online claims portal within 45 days."},{"do":"Ask for the checked bag fee back if the bag was significantly delayed.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage (updated October 15, 2025) requires the Mishandled Baggage Notice to be received by Sun Country within four (4) hours of arrival, unless the passenger shows good cause, and the Mishandled Baggage Claim to be completed within forty-five (45) days after the events giving rise to the claim.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"},{"kind":"policy","claim":"After a Mishandled Baggage Notice is filed, Sun Country refunds the checked bag fee for a significantly delayed bag to the original form of payment.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}]},{"issue":"lost_baggage","summary":"Keep the notice open and complete the claim within 45 days; liability is capped at $4,700 domestic.","evidence":["bag tag","notice number","contents list with values","receipts"],"steps":[{"do":"Complete the Mishandled Baggage Claim within 45 days with a contents list and proof of value."},{"do":"If the claim is refused, file a complaint with the U.S. DOT.","regulator":"us-dot"}],"facts":[{"kind":"limit","claim":"The Contract of Carriage caps Sun Country's liability for loss, damage or delay of checked baggage on domestic flights at $4,700 per passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}]},{"issue":"damaged_baggage","summary":"Report damage within four hours of arrival; pilferage claims can be made up to 7 calendar days after arrival.","evidence":["photos of the damage","bag tag","notice number","repair estimate"],"steps":[{"do":"Report the damage at the airport within four hours of arrival."},{"do":"Complete the claim within 45 days with photos and a repair estimate."}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage allows claims for pilferage up to 7 calendar days after flight arrival. Fragile or unsuitably packed items have limited or no liability.","issues":["damaged_baggage","lost_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}]},{"issue":"travel_credit","summary":"Sun Country vouchers stay valid under their existing terms after the Allegiant acquisition.","evidence":["voucher number and terms"],"steps":[{"do":"Redeem vouchers on suncountry.com or the Sun Country app; contact Sun Country Reservations with questions.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"Sun Country's acquisition FAQ says \"All Sun Country vouchers remain valid and can be used in accordance with their existing terms and conditions.\" Sun Country and Allegiant rewards balances cannot currently be combined.","issues":["travel_credit"],"source":"https://stories.suncountry.com/merger-faqs","last_verified":"2026-10-12"}]}],"known_blockers":["suncountry.com is behind an Imperva bot check; contact, refund and baggage pages did not load. The online baggage claims portal URL was not confirmed.","No refund timing, controllable-delay commitments or disability phone line were confirmed."],"notes":"Allegiant completed its acquisition of Sun Country on May 13, 2026 (stories.suncountry.com/merger-faqs). Sun Country keeps its own brand, website, app, reservations line and voucher terms until the airlines get a single operating certificate. Contract of Carriage facts come from the October 15, 2025 version, seen through ir.suncountry.com search results because the file returned 403 to direct fetches.","official_domains":["suncountry.com"]},"playbooks":{"delayed_baggage":{"company":{"id":"sun-country-airlines","name":"Sun Country Airlines","sector":"airline","website":"https://www.suncountry.com","account_url":null},"issue":{"id":"delayed_baggage","name":"Delayed bag"},"playbook_source":"company","summary":"File a Mishandled Baggage Notice within four hours of arrival, then complete the claim within 45 days.","evidence":["bag tag","Mishandled Baggage Notice number","receipts"],"steps":[{"do":"Report the missing bag at the airport within four hours of arrival."},{"do":"Complete the Mishandled Baggage Claim through the online claims portal within 45 days."},{"do":"Ask for the checked bag fee back if the bag was significantly delayed.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage (updated October 15, 2025) requires the Mishandled Baggage Notice to be received by Sun Country within four (4) hours of arrival, unless the passenger shows good cause, and the Mishandled Baggage Claim to be completed within forty-five (45) days after the events giving rise to the claim.","issues":["delayed_baggage","lost_baggage","damaged_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"},{"kind":"policy","claim":"After a Mishandled Baggage Notice is filed, Sun Country refunds the checked bag fee for a significantly delayed bag to the original form of payment.","issues":["delayed_baggage","ancillary_fee_refund"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"deadline","claim":"A delayed checked wheelchair or assistive device must be delivered within 24 hours of the passenger's arrival for domestic flights, and within 30 hours of arrival for long international flights (more than 12 hours).","issues":["accessibility","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"deadline","claim":"A checked bag is \"significantly delayed\" if it is not delivered or picked up within 12 hours of the last flight segment's arrival for domestic itineraries; within 15 hours for international itineraries whose non-stop segment to or from the U.S. is 12 hours or less; or within 30 hours when that segment is more than 12 hours. The 15- and 30-hour standards also apply to domestic segments of international itineraries.","issues":["delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For delay, the complaint must be made at the latest within twenty-one days from the date on which the baggage was placed at the passenger's disposal (Article 31(2)).","issues":["delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Sun Country owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["suncountry.com is behind an Imperva bot check; contact, refund and baggage pages did not load. The online baggage claims portal URL was not confirmed.","No refund timing, controllable-delay commitments or disability phone line were confirmed."],"security":{"official_domains":["suncountry.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":7},"verified_from":{"page":7},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Allegiant completed its acquisition of Sun Country on May 13, 2026 (stories.suncountry.com/merger-faqs). Sun Country keeps its own brand, website, app, reservations line and voucher terms until the airlines get a single operating certificate. Contract of Carriage facts come from the October 15, 2025 version, seen through ir.suncountry.com search results because the file returned 403 to direct fetches.","warnings":[]},"lost_baggage":{"company":{"id":"sun-country-airlines","name":"Sun Country Airlines","sector":"airline","website":"https://www.suncountry.com","account_url":null},"issue":{"id":"lost_baggage","name":"Lost bag"},"playbook_source":"company","summary":"Keep the notice open and complete the claim within 45 days; liability is capped at $4,700 domestic.","evidence":["bag tag","notice number","contents list with values","receipts"],"steps":[{"do":"Complete the Mishandled Baggage Claim within 45 days with a contents list and proof of value."},{"do":"If the claim is refused, file a complaint with the U.S. DOT.","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}],"facts":[{"kind":"limit","claim":"The Contract of Carriage caps Sun Country's liability for loss, damage or delay of checked baggage on domestic flights at $4,700 per passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":10,"points":[{"kind":"policy","claim":"The carrier must refund the checked bag fee for a lost or significantly delayed bag. The passenger must first file a Mishandled Baggage Report with the carrier that operated the flight (or the last segment of a multi-carrier itinerary). No refund is due if the delay was caused by the passenger, for example by not rechecking the bag at the first U.S. entry point for customs.","issues":["delayed_baggage","lost_baggage","ancillary_fee_refund"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.5","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the carrier admits the loss of checked baggage, or the bag has not arrived 21 days after the date it ought to have arrived, the passenger may enforce the rights that flow from the contract of carriage (Article 17(3)).","issues":["lost_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Sun Country owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["suncountry.com is behind an Imperva bot check; contact, refund and baggage pages did not load. The online baggage claims portal URL was not confirmed.","No refund timing, controllable-delay commitments or disability phone line were confirmed."],"security":{"official_domains":["suncountry.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":7},"verified_from":{"page":7},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Allegiant completed its acquisition of Sun Country on May 13, 2026 (stories.suncountry.com/merger-faqs). Sun Country keeps its own brand, website, app, reservations line and voucher terms until the airlines get a single operating certificate. Contract of Carriage facts come from the October 15, 2025 version, seen through ir.suncountry.com search results because the file returned 403 to direct fetches.","warnings":[]},"damaged_baggage":{"company":{"id":"sun-country-airlines","name":"Sun Country Airlines","sector":"airline","website":"https://www.suncountry.com","account_url":null},"issue":{"id":"damaged_baggage","name":"Damaged bag"},"playbook_source":"company","summary":"Report damage within four hours of arrival; pilferage claims can be made up to 7 calendar days after arrival.","evidence":["photos of the damage","bag tag","notice number","repair estimate"],"steps":[{"do":"Report the damage at the airport within four hours of arrival."},{"do":"Complete the claim within 45 days with photos and a repair estimate."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"},{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"The Contract of Carriage allows claims for pilferage up to 7 calendar days after flight arrival. Fragile or unsuitably packed items have limited or no liability.","issues":["damaged_baggage","lost_baggage"],"source":"https://ir.suncountry.com/static-files/0e75bae8-3e47-4c35-8e63-9f78cf003b6b","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-baggage-liability","title":"DOT domestic baggage liability limit","citation":"14 CFR part 254 (limit revised by 89 FR 84815, October 24, 2024, effective January 22, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"On domestic flights, a U.S. airline may not limit its liability for provable direct or consequential damages from lost, damaged or delayed baggage to less than $4,700 per passenger. The limit was raised from $3,800 effective January 22, 2025. It does not apply to wheelchairs and other assistive devices.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"On flight segments using large aircraft (designed for more than 60 passenger seats), and on any segment on the same ticket as such a segment, a carrier may not limit its liability for provable direct or consequential damages from the loss of, damage to, or delay of a passenger's baggage in its custody to less than $4,700 for each passenger.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.4","last_verified":"2026-10-12"},{"kind":"policy","claim":"The carrier must give conspicuous written notice on or with the ticket of its liability limit, or the statement \"Federal rules require any limit on an airline's baggage liability to be at least $4,700 per passenger.\"","issues":["lost_baggage","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-254/section-254.5","last_verified":"2026-10-12"},{"kind":"policy","claim":"The part 254 limit does not apply to wheelchairs or other assistive devices. Compensation for a lost, damaged or destroyed wheelchair or assistive device is based on the device's original purchase price.","issues":["lost_baggage","damaged_baggage","accessibility"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"},{"kind":"policy","claim":"DOT raised the limit from $3,800 to $4,700 by a rule effective January 22, 2025, and did not enforce the new limit until March 20, 2025.","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.federalregister.gov/documents/2024/10/24/2024-23588/periodic-revisions-to-denied-boarding-compensation-and-domestic-baggage-liability-limits","last_verified":"2026-10-12"}]},{"id":"dot-disability-acaa","title":"Air Carrier Access Act rules - complaints and wheelchair handling","citation":"14 CFR part 382 (Wheelchair Rule, 89 FR 102398, December 17, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines must make a Complaints Resolution Official (CRO) available at every airport they serve, and must answer written disability complaints within 30 days. Under the 2024 Wheelchair Rule, airlines must deliver delayed wheelchairs quickly, repair or replace damaged ones, provide loaners, and pay based on the original purchase price on domestic trips. DOT is not enforcing four of the 2024 provisions until April 30, 2027.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382","last_verified":"2026-10-12","points_omitted":7,"points":[{"kind":"policy","claim":"When a wheelchair or assistive device is lost, damaged or pilfered, the passenger may have the carrier repair or replace it with a device of equivalent or greater function at the carrier's cost, or use a preferred repair vendor with the carrier paying. The carrier must notify the passenger in writing of these rights, including the right to a loaner and to contact a CRO.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"},{"kind":"limit","claim":"For transportation covered by 14 CFR part 254 (domestic), the baggage liability limit does not apply to wheelchairs or other assistive devices, and compensation for a lost, damaged or destroyed device is based on its original purchase price. On international flights, Montreal Convention liability limits apply.","issues":["accessibility","damaged_baggage","lost_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.131","last_verified":"2026-10-12"}]},{"id":"montreal-convention-baggage","title":"Montreal Convention 1999 - baggage liability and claim deadlines","citation":"Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 1999), Articles 17, 19, 22, 31, 35","jurisdiction":"international","status":"in_effect","summary":"For international air travel covered by the Montreal Convention, the airline is liable for lost, damaged or delayed checked baggage up to 1,519 Special Drawing Rights (SDR) per passenger (revised limit effective 28 December 2024). Written complaints are due within 7 days of receiving a damaged bag and within 21 days after a delayed bag is returned. A lawsuit must be brought within two years.","source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12","points_omitted":3,"points":[{"kind":"limit","claim":"The baggage liability limit in Article 22, paragraph 2 is 1,519 SDR for each passenger, effective as of 28 December 2024 (revised from 1,288 SDR set in 2019; the original limit was 1,000 SDR).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://www.icao.int/sites/default/files/secretariat/legal/LEB%20Treaty%20Collection%20Documents/2024_Revised_Limits_of_Liability_Under_the_Montreal_Convention_of_1999_en.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"The baggage limit applies to destruction, loss, damage or delay of baggage, unless the passenger made a special declaration of interest in delivery at destination when checking the bag and paid any supplementary sum required (Article 22(2)).","issues":["lost_baggage","damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For damage to checked baggage, the passenger must complain to the carrier forthwith after discovering the damage and at the latest within seven days from the date of receipt (Article 31(2)).","issues":["damaged_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Every complaint must be made in writing within these times. If no complaint is made in time, no action lies against the carrier, except in case of fraud on its part (Article 31(3) and (4)).","issues":["damaged_baggage","delayed_baggage"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The right to damages is extinguished if an action is not brought within two years from the date of arrival at the destination, the date the aircraft ought to have arrived, or the date the carriage stopped (Article 35(1)).","issues":["lost_baggage","damaged_baggage","delayed_baggage","flight_delay"],"source":"https://laws-lois.justice.gc.ca/eng/acts/C-26/FullText.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Under U.S. disability rules, Montreal Convention liability limits apply to mishandled wheelchairs and other assistive devices on international flights.","issues":["accessibility","damaged_baggage"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-D/part-382/subpart-I/section-382.130","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Sun Country owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["suncountry.com is behind an Imperva bot check; contact, refund and baggage pages did not load. The online baggage claims portal URL was not confirmed.","No refund timing, controllable-delay commitments or disability phone line were confirmed."],"security":{"official_domains":["suncountry.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":7},"verified_from":{"page":7},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Allegiant completed its acquisition of Sun Country on May 13, 2026 (stories.suncountry.com/merger-faqs). Sun Country keeps its own brand, website, app, reservations line and voucher terms until the airlines get a single operating certificate. Contract of Carriage facts come from the October 15, 2025 version, seen through ir.suncountry.com search results because the file returned 403 to direct fetches.","warnings":[]},"travel_credit":{"company":{"id":"sun-country-airlines","name":"Sun Country Airlines","sector":"airline","website":"https://www.suncountry.com","account_url":null},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"Sun Country vouchers stay valid under their existing terms after the Allegiant acquisition.","evidence":["voucher number and terms"],"steps":[{"do":"Redeem vouchers on suncountry.com or the Sun Country app; contact Sun Country Reservations with questions.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Sun Country's acquisition FAQ says \"All Sun Country vouchers remain valid and can be used in accordance with their existing terms and conditions.\" Sun Country and Allegiant rewards balances cannot currently be combined.","issues":["travel_credit"],"source":"https://stories.suncountry.com/merger-faqs","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"dot-refunds-rule","title":"DOT automatic refund rule for airline tickets and ancillary fees (2024)","citation":"14 CFR part 260 and 14 CFR part 262 (89 FR 32760, April 26, 2024; amended 89 FR 65534, August 12, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Airlines operating to, from or within the U.S. must give a full cash refund (to the original form of payment) when they cancel or significantly change a flight and the passenger does not accept the alternative. Refunds are due within 7 business days (credit card) or 20 calendar days (other payment). Airlines must also refund checked bag fees for significantly delayed bags and fees for paid extras that were not provided. Until July 7, 2027, DOT does not enforce the rule in one narrow case: a flight that is only renumbered, with no significant change or delay.","source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A carrier may offer a voucher or credit instead of a refund only if the offer states the passenger's right to a full refund, and the voucher stays valid for at least five years from the date it is issued.","issues":["travel_credit","flight_cancellation"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-260/section-260.6","last_verified":"2026-10-12"},{"kind":"policy","claim":"On request, carriers must give a transferable travel credit or voucher, valid for at least five years from issuance, to a passenger who cannot travel because of a government restriction related to a serious communicable disease, or who is advised by a licensed treating medical professional not to fly because of a serious communicable disease. The carrier may require documentation and may charge a per-passenger processing fee that was disclosed at purchase.","issues":["travel_credit"],"source":"https://www.ecfr.gov/current/title-14/chapter-II/subchapter-A/part-262","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Sun Country owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["suncountry.com is behind an Imperva bot check; contact, refund and baggage pages did not load. The online baggage claims portal URL was not confirmed.","No refund timing, controllable-delay commitments or disability phone line were confirmed."],"security":{"official_domains":["suncountry.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":7},"verified_from":{"page":7},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Allegiant completed its acquisition of Sun Country on May 13, 2026 (stories.suncountry.com/merger-faqs). Sun Country keeps its own brand, website, app, reservations line and voucher terms until the airlines get a single operating certificate. Contract of Carriage facts come from the October 15, 2025 version, seen through ir.suncountry.com search results because the file returned 403 to direct fetches.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer Service and reservations","value":"+1-651-905-2737","purposes":["flight_cancellation","flight_delay","denied_boarding","refund_request","travel_credit","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"Hours are posted on suncountry.com/contact-us.","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"customer-care-form","type":"web_form","label":"Contact us (customer service web contact)","value":"https://www.suncountry.com/contact-us","purposes":["flight_cancellation","flight_delay","poor_service","refund_request","delayed_baggage","lost_baggage","damaged_baggage"],"notes":"The page is behind a bot check and did not load for this research.","access":"captcha","source":"https://stories.suncountry.com/multimedia","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"us-dot","name":"U.S. Department of Transportation, Office of Aviation Consumer Protection","level":"federal","when_to_use":"Use after the airline or ticket agent did not fix an air travel service, refund or disability problem. Try the airline first. Safety problems go to the FAA and security problems go to TSA.","channels":[{"id":"complaint-form","type":"web_form","label":"OACP complaint, comment and compliment form (ACERS consumer portal)","value":"https://airconsumer.dot.gov/consumer/s/oacp-form","purposes":["flight_cancellation","flight_delay","denied_boarding","delayed_baggage","lost_baggage","damaged_baggage","ancillary_fee_refund","travel_credit","accessibility"],"access":"open","notes":"Linked from DOT's File a Consumer Complaint page. Also for civil rights complaints, including disability. Have the booking details (ticket, itinerary or invoice), flight details (dates, flight numbers, city pairs) and supporting documents ready; the form cannot be saved and finished later. The portal home is https://airconsumer.dot.gov/consumer/s/.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"},{"id":"disability-hotline","type":"phone","label":"Toll-free hotline for air travelers with disabilities","value":"+1-800-778-4838","hours":"9 a.m. to 5 p.m. Eastern time, Monday through Friday, except federal holidays","purposes":["accessibility"],"notes":"Voice line. Deaf, hard of hearing or speech-disabled callers dial 711 for relay. For general information and time-sensitive disability problems. For a DOT investigation, submit the complaint in writing or online.","source":"https://www.transportation.gov/airconsumer/toll-free-hotline-air-travelers-disabilities","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Complaint by mail","value":"Office of Aviation Consumer Protection, U.S. Department of Transportation, 1200 New Jersey Avenue, SE, Washington, DC 20590","notes":"Include your full address, email address and phone number, and complete information about the trip and the problem.","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DOT says that under ACERS, when a complaint, comment or compliment is submitted, the airline or ticket agent receives it in real time in the ACERS Aviation Industry Portal and by email. Under the old system it took over a month.","source":"https://www.transportation.gov/briefing-room/usdot-modernizes-aviation-consumer-complaint-system","last_verified":"2026-10-12"},{"kind":"deadline","claim":"DOT requires airlines to acknowledge consumer complaints within 30 days of receiving them and to send written responses within 60 days of receiving them (30 days for disability-related complaints).","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"For a complaint filed with DOT, OACP directs the airline or ticket agent to respond directly to the consumer and to give OACP a copy of the response. OACP investigates every civil rights (discrimination) complaint, but does not investigate every other consumer complaint; it runs targeted or sample reviews instead.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"A mailed complaint should include your full name and contact details, a description of the problem, the ticket, itinerary or invoice, the flight dates, numbers and city pairs, and copies of supporting documents such as the complaint you sent the airline.","source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a disability (Air Carrier Access Act) complaint, a formal complaint must be filed within six months of the incident to make sure DOT investigates it.","issues":["accessibility"],"source":"https://www.law.cornell.edu/cfr/text/14/382.159","last_verified":"2026-10-12"},{"kind":"process","claim":"For a disability problem during the trip, ask to speak to the airline's Complaint Resolution Official (CRO), who has authority to resolve complaints for the airline.","issues":["accessibility"],"source":"https://www.transportation.gov/airconsumer/complaint-process","last_verified":"2026-10-12"},{"kind":"process","claim":"DOT says to give the airline a chance to resolve the problem first. Airline safety problems go to the FAA, and aviation security problems go to TSA (1-866-289-9673).","source":"https://www.transportation.gov/airconsumer/file-consumer-complaint","last_verified":"2026-10-12"}],"notes":"The office was formerly named the Aviation Consumer Protection Division (C-75); older documents use that name. DOT replaced its 1990s complaint system with ACERS (announced as \"recently launched\" in a press release dated August 13, 2025). Checked by loading transportation.gov and airconsumer.dot.gov pages on 2026-10-12."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Sun Country owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["suncountry.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":7},"verified_from":{"page":7},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 7 sources are the organization's own pages or government sites; only 7 sourced values, so the entry is thin.","dossier_last_verified":null},"dossier":null,"guide":{"key":"airline","title":"Airlines — how complaints work","last_verified":"2026-10-12","file":"guides/airline.md","page":"https://escalate.alexgaoth.com/#/guides/airline"}}