Complaints

This profile includes complaints for Rocket Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rocket Travel, Inc.

  641 W Lake St Ste 102 Chicago, IL 60661-1056

• 

  Rocketmiles

  Unknown Saint Petersburg, FL 33710

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 14,2023 I reserved a car rental for the day of September 1st 2:00 pm to September 5th 9:00 am through Rocket Car Rental for the amount of $309.48 plus ****** miles of American airlines. I arrived at the rental company at 1:45pm on September 1st to find out that no cars are available for my reservation. I Called Rocket Car rental to request refund for amount $309.48 plus ****** miles of American airline, they refused and said that they need to reach out to Dollar car rental to discuss what happened. I reached to Rocket Car Rental again on 09/07/2023 and they refused to give any info or a date for my refund. This company messed up my whole trip during labor weekend and moreover they don't want to refund me for a service that I didn't get. This is the worst customer service ever.

  Business Response

  Date: 09/07/2023

  Hello Ramy,

   

  Thank you for bringing this to our attention and we do apologize for the situation with the car agency.

  I would like to inform you that this case is still being worked on as we are negotiating with the car agency and our booking partners for a refund on your reservation. Please know that as this is still a pending investigation, we're unable to process any refund until the investigation is concluded. We noticed that you had filed a dispute with your credit company on the charges for this reservation and we would like to inform you that once a dispute is filed, we are unable to update the reservation until the credit company has concluded their investigation. This is due to system limitations. If you would like to know more about the current status of this dispute, please feel free to contact your credit company for updates.

  We will continue to work on securing a refund on our end but ultimately, we will still have to wait on the outcome of the dispute.Once again, we do apologize for the inconvenience caused.

   

  Please let us know if you have any other questions.

   

  ***********************

  Customer Loyalty Manager

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20570153
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************

  Customer Answer

  Date: 09/11/2023

  I need full refund for my full payment of $309.48 plus ****** miles of American airline. The company is promising to refund me but till now they didn't do anything. Need the complaint to remain open till I get the full refund

  Business Response

  Date: 09/19/2023

  Hello Ramy,
  
  We understand that you want to keep this case open.
  
  
  As we informed you previously, you had filed a dispute with your credit company on the charges for this reservation and we would like to inform you that once a dispute is filed, we are unable to update the reservation until the credit company has concluded their investigation. This is due to system limitations. If you would like to know more about the current status of this dispute, please feel free to contact your credit company for updates.
  
  Please let us know if you have any other questions.
  
  ***********************
  Customer Loyalty Manager

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20570153
  
  I am rejecting this response because: the credit card already finished its investigation, in addition the amount of miles ****** that is not returned to me back yet is not related at all with the credit card investigation. Why you didnt return that amount to me? This is totally unacceptable that you ruined my vacation and I still cant use my miles to book another vacation. 
  
  Sincerely,
  
  Ramy ***********************

  Business Response

  Date: 09/21/2023

  Hello Ramy,

   

  Thank you for your reply.

   

  In this case, if the investigation was concluded, please wait **** days to receive your miles back on your account, if you won the dispute.

   

  Have a lovely day,

   

  ***********************

  Customer Answer

  Date: 09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ramy ***********************

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel on 6/1/2023 and immediately canceled it (I booked the wrong hotel). I proceeded to try and obtain a refund. As you will see in the email thread, ******** Travel has been giving me the run-around for >2 months regarding this refund. Stating that they will ***** a refund and that it will take ~14 days to process it. However, my bank said there was no action taken by ********. I've called both my bank & ******** Travel repeatedly to try and get this refund, but they keep saying I "need to do this" or "do that" and then they'll "investigate it further." But if you look at one of the first emails from them, they say a refund will be given.Please help me...

  Business Response

  Date: 09/01/2023

  Hello ******
  
  Thank you so much for your comments. Your feedback helps us to improve our booking services, and our hotel partner stay services. We are glad to assist you. We have reviewed your situation, we have escalated this situation to our relevant team. We have a specialist already working on your situation. Please be aware we will update you over the email about how the process is moving on. We again apologize for the inconvenience, we guarantee you we will work hard to get the best outcome possible. 
  
  We appreciate your valuable time and kind patience. We remain at your disposal for any further queries you may have. 
  
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager

• Initial Complaint

  Date:08/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car services to pick up a car at ******************** airport for 07/09/2023 hours thru american airlines advantage vendor rocket travel. paid with my american airlines miles and other half with **** of america credit car happens that the rental car was not at the airport as advertised no company staff or signs were in place i had to pay out of pocket for a different company i i arrived at 11:40 am est time and ended leaving almost at 2: 00 pm waiting for staff name of the company rental american advantage/ are denying to refund my miles back i have screenshots and emails with them and they stating that cause i made a dispute i wont be able to get about 400 dollars in miles value about ***** in miles rewards company car renta ameri car rental thru AAdvantage Hotels Concierge ************** ************* ************** (US Toll Free) im simply asking for my miles to be refunded since i was never able to pick up the vehicle since it was falsy advertised that it was inside the airport

  Business Response

  Date: 08/24/2023

  Hi ******,
  
  Thank you so much for your comments. Your feedback helps us to improve. We are glad to assist you. We have reviewed this information and we are happy to work on this situation for you. We apologize for the inconvenience and the confusion about location being at the airport. We noticed you have a dispute (Chargeback) with your bank institution. In this case we would need to wait until the bank finishes their investigation. We assure you we would keep working on this situation as soon as bank finishes their investigation for the (chargeback) dispute. 

  We appreciate you bringing this situation to our attention. We remain at your disposal for any further queries you may have. 

  
  Kind regards, 
  
  AAdvantage Hotels Concierge 
  ************** (US & ******) 
  ************** (US Toll Free)

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20517029
  
  I am rejecting this response My name is ****** ********************** of America already resolved a portion of this charge the difference that i paid a bofa credit card  150 .21 us dollars 
  
  
  Im attaching proof of the claim .it is on your end now that you have to refund my miles back i been calling almost every week and i do get transferred several times and your customer service provide different inaccurate answers  while putting me on hold for 10 to 15 mins and to the point of telling me that there no dispute on file ., when is almost 2 months since i reached out to your company first .
  
  
  this is very simple to resolve car was not picked up services were not rendered company falsely advertised that it was inside the airport no instructions by email no staff at the airport no signs , no shuttle services  please kindly resolve this issue 
  
  
  Get Outlook for iOS
  

  Business Response

  Date: 08/28/2023

  Hello Moises 
  
  Thank you so much for your prompt response We are glad to assist you. We appreciate you informing us bank already provided a resolution to you about the Chargeback dispute. Unfortunately, they haven't updated our system yet. 
  
  When you file a chargeback, the system automatically puts a hold on the refund. This hold will only be released once the chargeback investigation is concluded and the bank updates the status on the Rocketmiles system. I have checked our system and found that although the bank has already informed you of the outcome, they have yet to have the system updated on our end which is why you have not received your miles. **** assured that once the credit company does update the system, we will be able to proceed with your case. 
  
  We're sorry that this process has troubled you.  Once again, we do apologize for the inconvenience caused. Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Cristofer L
  Loyalty Manager.
  AAdvantage Hotels Concierge 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:08/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 16, I booked 2 3-night stay at the ****************** (Reservation #********** and **********) from Sep 17 to the 20, at an advertised rate of $255.20 plus $37.64 in taxes and fees per night. I received 2 official receipts from Rocket Travel, 1 for each reservation, outlining the rate of $255.20 per night, along with taxes and fees totaling $37.64. The receipts showed total charges of $292.84 per night, summing up to $878.52 for the complete duration of the 3 nights. To my dismay, my credit card was charged a total of $916.74 for reservation #********** and $886.18 for reservation #********** significantly deviating from the receipt's stated details.Equally distressing is the timing of the charges. I had expected to be billed as per the agreed-upon terms, around the time of check in. However, I found that the charges were processed well in advance of my reservation dates, on August 18, a clear deviation from the terms to which I had initially agreed.My efforts to address these discrepancies through email and phone communications with Rocket Travel's customer service team have yielded no response, leaving me frustrated.I am deeply concerned about the ethical considerations surrounding such discrepancies. A customer should rightfully expect to be charged the exact amount that was transparently disclosed, and any deviations cast doubts on the integrity and reliability of a company. These concerns extend far beyond mere monetary values; they question fairness of their business practices.I believe it is my duty as a customer to bring these matters to your attention and seek appropriate resolution. I kindly request that you investigate this situation thoroughly and take the necessary steps to rectify the inconsistencies in charges and dates in which such charges and address the lack of response from Rocket Travel's customer service team.Thank you for your attention to this matter. I look forward to a prompt and satisfactory resolution to these issues.

  Business Response

  Date: 08/28/2023

  Hi *******,
  
  Thank you so much for your valuable time and kind patience. We are glad to assist you. We have been working on an investigation, about you being overcharged by the hotel. We have escalated this situation to our relevant team. Our investigation has confirmed charges the hotel placed on your card, were correct. Regarding taxes and fees, we advise that our prices are mandatory sales taxes only. There are some city taxes, government taxes, and local taxes that need to be paid to the hotel directly. In this situation the amount the hotel charged you was a municipality fee, tourism fee, and city tax these fees are local fees we cannot include in our prices. 
  
  We also found the difference in price of the amount of ****** USD is due to you having two different rooms and taxes may be different depending on the room type. 
  
  We hope this information may be helpful for you. We appreciate your business, we remain at your disposal for any further queries. 
  
  Kind regards, 
  
  Rocketmiles Concierge 
   (US & ******) 
   (US & ******)

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20515709
  
  I am rejecting this response because:

   

   I am aware that there are additional charges due to taxes and municipal fees. I am also aware that there are two different types of rooms. However, the rate you showed me on your website for both rooms, even though they are different room types, was $255.20 per night. Nevertheless, I was charged $264 per night for the room with a high floor.  The only reason why I booked a high floor it was because the price disclosed was the same, as shown on the receipt provided, which I have attached.
  
  Sincerely,

  
  *******************************

  Business Response

  Date: 08/29/2023

  Hi *******,
  
  Thank you so much for your comments. Your feedback helps us to improve. We have verified this situation for you. We truly apologize the confusion on this situation. We have verified and base rate on our system yes, is the same one for both rooms. Difference in price is for taxes and fees that *** be different depending on the room type. As we stated on the confirmation email you received, you *** be required to pay 100 USD cleaning fee and local taxes/fees. We apologize for any misunderstanding this *** caused. We remain at your disposal for any further queries you *** have. 
  
  
  Kind regards, 
  
  Rocketmiles Concierge 
   (US & ******) 
   (US & ******)

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Rocket Travel, the operator behind Bookaahotels.com, regarding a recent issue I have encountered with their service. My complaint revolves around their refusal to provide me with American Airlines mileage rewards for a hotel reservation I made through their platform.To provide context, on May 19th, 2023, I made a reservation for the ******************************** using the Bookaahotels.com website, which is operated by Rocket Travel. While making the reservation, I inadvertently used my friend's name as the primary guest, although all other details, including payment and additional purchases of American Airlines miles, were made using my information.Upon realizing the discrepancy, I promptly contacted Rocket Travel's customer support through the Bookaahotels.com platform and provided my American Airlines membership details for verification. Their initial response indicated that they had updated my reward account details and that my rewards would be posted on the next cycle. However, today, more than two months later, I received an email stating that my reservation is ineligible for American Airlines mileage rewards due to the difference in the primary guest's name.I am deeply disappointed by this decision, as I believe it is unjust to deny me the mileage rewards for an error that was not made with any malicious intent. I am even more frustrated by the fact that this issue was not brought up earlier despite my prior communications with their customer support.I have yet to receive a satisfactory response from Rocket Travel, which led me to escalate this matter. I firmly believe that as a customer who has diligently fulfilled the majority of the requirements, I deserve to have this situation addressed fairly and promptly.Name: ******************* AAdvantage Account: ******* Hotel: ************************** Confirmation code: AER7C8L7 Stay dates: May 19, 2023 - May 22, 2023

  Business Response

  Date: 08/08/2023

  Hello ******,
  
  Thank you for bringing this situation to our attention. We are deeply sorry to know you did not receive your rewards yet.
  
  We have sent this situation to the proper department so they can fix this for you. We sent an email to you and we will be updating you as soon as the miles are credited to your account. 
  
  Have a lovely day.

  Customer Answer

  Date: 08/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked through ******** Travel 7 months in advance at the ***********************. When i arrived to check in they gave me a smaller room than I paid for. The rude front desk lady basically said the booking party messed up our reservation and too bad, we dont care. This has been a nightmare we shouldnt have to deal with to attend a graduation.

  Business Response

  Date: 08/08/2023

  Hello *****,

  
  Thank you so much for contacting us. We are glad to assist you. We appreciate your comment, your feedback helps us to improve. We have received your last email. We have reviewed this situation for you. First, we would like to apologize for the inconvenience you experienced at the moment of check-in. We work hard in order to provide the best booking experience. We get support through our online systems, there are some rare instances like this in which the system may have an error. We actively work on these instances to avoid this happening again. We are truly sorry we were unable to fix this situation right away. However we are glad to advise we contacted with hotel and ask for the difference in rate for the different types of **** you received, they mentioned to us difference for you to get 2 Queen **** was ***** USD including taxes and fees. We have released a ***** USD credit usable on your next stay booking, which is the equivalent of your room rate. 
  
  
  We are always glad to help. We appreciate you choosing us as your booking provider. We remain at your disposal for any further queries or assistance required. 
  
  
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20419485
  
  I am rejecting this response because:
  I do not want to use this service again. You screwed it up.  I do not trust you any longer.   I want a refund.  My pregnant daughter was left with without a bed due to your incompetence.  A credit for a *********** is a slap in the face. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2023

  Hello *****,
  
  Thank you so much for your prompt response. We are truly sorry about the inconvenience you experienced at the hotel. We are happy to work with you. We verified this situation with our relevant team, and they decided to cover the difference in price of the room for 2 Queen size beds. However, we can only proceed with travel credits due to system limitations. 
  
  We appreciate your valuable time and cooperation. 
  
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20419485
  
  I am rejecting this response because: I deserve a refund when I was overcharged.   How can a business not refund an overcharged amount?? That makes no sense.  You screwed this up.  The least you can do is properly rectify the situation.  This is a scam. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/08/2023

  Hello *****,

   

  Thank you so much for contacting us. We are glad to assist you we have received your response. We have verified all process on your complaint. We really apologize this unfortunate situation. We have verified with our relevant team but since we already cover the ***** USD as travel credit we are unable to proceed with a cash compensation. We have done everything within our possibilities but due to system limitations we are unable to proceed with a cash credit. 
  
  We really appreciate your time and  remain at your disposal for any further queries. 

  
  
  Cristofer L

  Loyalty Manager. 

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20419485
  
  I am rejecting this response because: I initially told the lady on the phone that that was not acceptable when I called your customer service line.   You proceeded to do this anyway.   Such a scam.  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2023

  Hello *****,
  
  Thank you so much for your valuable time. We appreciate your comments. We have reviewed this information with our relevant team. We really apologize for the inconvenience but due to system limitations we are unable to provider a cash credit. But we are happy to release the ***** USD travel credit that has been posted on your account already. 
  
  
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-22-23 we booked a car rental using our American Airlines miles. ** uses a 3rd party, Rocket Travel, to process auto rentals. Something went wrong with their system & the reservation did not go through, however they deducted the ** Miles from our account. We contacted ** right away &were told no one could help us until the next morning. The next morning we were told our miles would be reinstated within 24 hours. The following day we were told by a new agent, it will take 2-3 days to be reinstated. After 3 days we called again & were told it would be 2-3 WEEKS! Our miles were finally reinstated after 3 WEEKS. 7-10-2023 we tried again to make reservation through Rocket. The reservation was made listing primary driver as *********************** .However, the confirmation it showed ******* as primary driver. We emailed Rocket and asked them to please fix the error & change the primary driver. They said they would not do that. We asked if they would cancel that reservation & create a new one with the correct driver and they said NO. IT IS A NON REFUNDABLE booking. We reiterated that we were not wanting to change the dates or the type of car reservation, just the first name of the primary driver. They said it was our error and there was nothing they would do to help us. We told them once again tht (****) had been typed into the **************** had gone wrong in the processing. They even pulled up the orginial reservation & agreeded that it listed **** as the primary driver. They said "our systems doesn't make mistakes," that's absurd since it is their system that created the original problem. After numerous ************** calls Rocket has refused to do anything to fix the mistake. It took 3 weeks to return our miles, & the same system can't correct a name? We called Dollar Rental Car which had the ************** said if the booking wasn't through Rocket THEY could have changed the name. This is a SCAM and THEFT. ** says they won't help, they continue to refer us to Rocket.

  Business Response

  Date: 08/04/2023

  Hello **** and *****************************, 
  
  Thank you so much for contacting us. We are glad to assist you. We appreciate your comments your feedback helps us to improve. First, we want to apologize for all inconvenience you experienced while this booking. This situation has been already escalated to our relevant team. We would be working on an investigation to determine where the circumstances involved on this situation. We would be contacting with rental ************** reservation office, to verify if the reservation was used or not. If the case reservation was not used, we would proceed with requesting a full refund on your behalf. Please keep in mind this is not a guarantee. 
  We kindly ask you for some time since this process may take up to 2 weeks to be completed. We would send you updates via email. We assure you we would work hard in order to get the best outcome possible. 
  We appreciate your time and patience. We would remain at your disposal for any further queries you may have. 
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20418517
  
  I am rejecting this response because:  I only have 7 days to respond to BBB and Rocket says it will take up to 2 weeks to research, and that there is no guarantee that our miles will be refunded and reinstated.  The only way we can agree to the resolution is having our AA Miles refunded and reinstated.  When this happens we will be satisfied and will accept the response. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/15/2023

  Hello **** and *****************************, 
  
  We understand the frustration of this situation. We are always glad to assist you. We guarantee you we would keep working on your request. We have contacted the rental agency to relay your concern. Rental agency also escalated this situation for you. We now are just waiting for their response. 

  Once again we apologize for the inconvenience. We would contact you as soon as we have a resolution. 

  
  *****************************;
  Customer Loyalty Manager

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20418517
  
  I am rejecting this response because: We will accept this response once we see the refund in our account.  Since we have to respond by today and the miles are not yet in our account, I cannot yet accept the reponse. We received an email this morning saying our miles will be refunded and when that happens we will accept the response. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/30/2023

  Hi *******,
  
  We have been working on the refund request of your booking 622399762 Dollar Supplier's Choice  SUCCESS at Dollar Rent A Car. Although within penalty, we are happy to report that a full refund was approved. 
  
   We processed the refund for both the miles/points and the amount paid with your credit card today. Note that it may take up to ******************************************************* your account and a few days for you to be able to see the miles/points in your reward account. 
  
  We're sorry you won't be traveling with us at this time, but we hope you'll come back to us for future car needs.
  
  Kind regards,
  
  Cristofer L 
  Loyalty Manager. 
  AAdvantage Hotels Concierge
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a car rental for a trip to ******* for my husband and kids using the ******** Travel offers app. The car rental I selected was with Experience Car Rental, and it said that the charge would display as Rocket Travel, *** (RTI). I selected a rental time of 9:30pm ET, and acknowledge that the fine print stated a 30-minute pickup window or the reservation would be cancelled.The flight landed at 9:10pm ET, and by the time my husband and kids got their luggage and were ready to pick up the car, it was close to, yet STILL BEFORE 10pm ET when my husband called to find out where the rental counter was. No one answered the call, and the company texted at 10pm and said they only communicate through text. After a few back and forth messages, my husband was told the reservation was cancelled since they didnt hear from us sooner, even though we were within their 30-minute reservation window.Then, I needed to scramble and rent a car thorough another company for three times as much because it was late and my family needed to get to the hotel.I tried to dispute directly with RTI, and I tried through my credit card agency. I was told that they informed me of their non-refundable cancellation policy, but my argument is that we were NOT outside of our portion of the agreement. We contacted them within the 30-minute pick up window. They cancelled our reservation and denied service before the 30 minutes was up.I want my non-refundable payment credited, because they did not fulfill their end of the agreement, and we did not receive any service from them, just an extremely frustrating experience.I provided a record of the text exchange that shows the initial text from RTI at 9pm/10pm ET, which is proof that my husband tried calling prior to that time, and he was in the rental car area of the airport, ready to pick up the car if he knew where to go.We didnt call earlier, because we were within the 30 minute reservation window, and they did not try to contact us either.

  Business Response

  Date: 08/03/2023

  Hello ****, 
  
  I hope this email finds you well. I would like to thank you for bringing your concerns to our attention and giving us the opportunity to address them. I understand that you are disappointed with the denial of your refund request, and I would like to provide further clarification on the matter.
  
  As per our policy which you agreed to upon making the reservation, it stated that in the event of a delay, the reservation would be held for 30 minutes from the specified pick-up time. After this time period, the reservation is considered a no-show. This is the rental agency policy and rental agencies are very strict when it comes to scheduled pick-up. 
  
  According to the information available, you texted the agency at 10:01 PM, informing us that you had just landed. The agreed pick-up time for the rental car was 9:30 PM. This indicates a delay of more than 30 minutes from the specified time, resulting in the reservation being classified as a no-show. Because we didnt receive any notification about your delayed arrival, that information was not forwarded to the agency within the given time.
  
  I understand that unexpected circumstances can arise during travel, and we strive to accommodate our customers to the best of our abilities. In light of this, I would like to assist you in reviewing your refund request once again. Do take note that this is a strictly non-refundable reservation and we are unable to guarantee the outcome. I will carefully assess your situation and provide you with an update within the next 3-5 working days. I also sent an email directly to you and would appreciate it if you could reply to that email in case you have any inquiries or follow up.
  
  We appreciate your understanding and patience in this matter. If you have any additional information or questions, please feel free to let us know. We are here to assist you.
  
  
  Kind regards,
  Ain
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20412564
  
  I am rejecting this response because my husband **** did attempt to call before 10pm. No one answered, and he received a text at 10pm stating they only communicate through text.

  As part of the research and resolution of this complaint, I would like to understand the process had we been able to pick up the car. The confirmation did not specify a location, which was the main reason my husband called in the first place. He didnt see an Experience Car Rental sign or counter at ******* (***) even though the reservation stated the rental company was on-premise, which is why I chose it. Where were we supposed to go and get the car?

  That is a big part of why this feels very suspicious to me and was a poor customer experience. We may have reached out close to the 30 minute window, but we were still within that timeframe.

  Sincerely,
  ***********************

  Business Response

  Date: 08/16/2023

  Hello **** and *****, 
  
  I am pleased to inform you that we have received approval to process the refund for your car rental. However, I regret to inform you that we are currently facing a hurdle due to a dispute that was initiated with your bank. A dispute with your credit card company may delay the process because the bank is conducting an investigation. 
  
  Until the dispute is resolved and the chargeback status is cleared, we are unable to process the refund. We understand that this delay may be inconvenient for you, and we sincerely apologize for any inconvenience caused.
  
  Rest assured, we are actively monitoring the situation and working closely with your bank to resolve the matter as quickly as possible. You may also reach out to your bank for further inquiries. We expect to receive an update on the investigation within the next week and as soon as we have any new information or progress, we will promptly notify you via email.
  
  Thank you for your understanding and cooperation. We appreciate your patience and will continue to keep you informed throughout this process.
  
  Kind regards,
  Ain
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We are satisfied with the results, as we have been refunded and the business representative was extremely courteous in their email communications.
  
  Thank you,
  **** and ***********************
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rocket miles is impossible to deal with. I have 295, 000 American airline points to use. American airlines outsources hotel reservations to rocket miles. ************** I had a dispute with rocket miles two years ago that I know nothing about. But because of this, rocket miles has deactivated my account, and there is no way to log in and use my miles to make a hotel reservation. I have contacted both rocket miles and American airlines numerous times, But neither company can provide me details of the dispute. Nor am I able to use the miles elsewhere. I feel like this is a scam. I am more than happy to pay/resolve the dispute (which can be no more than a few hundred dollars), in order to use the ******* miles. ******** neither rocket Miles nor American airlines can tell me about the dispute in question, what the amount, or the date. I would be more than happy to pay it. There is no transparency, just an email address that replies to me very vaguely. I am disgusted! There are ******* miles that I cannot use, and rocket miles nor American airlines can tell me what the specific charge in question is; I've simply been deactivated. And have no access to this large number of miles. This is the worst possible customer service and the ********************** and future customers should be aware of this practice.

  Business Response

  Date: 08/02/2023

  Hello ********,
  
  This is *********. We appreciate your prompt response. We apologize for the inconvenience you have experienced. We are glad to assist you. We verified the circumstances involved in this situation. We have reviewed your account and this situation has been escalated. We have performed an investigation and found you filed against us on January 25, 2022, your account was locked since we take them really seriously. 
  
  We have talked to our specialists and reviewed this information. In our eagerness to help we have decided to unlock your account. We would suggest you try to book again (please delete your browser history and delete cookies and catches before a new attempt). In this situation, you will be able to complete your booking.
  
  Thank you for choosing AAdvantage Hotels. 
  
  Kind Regards, 
  
  
  Loyalty Manager: **********************
  AAdvantage Hotels 
  ************** (US & ******)
  ************** (US Toll Free)

  Customer Answer

  Date: 08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rocket Travel accepted my money on May 16th for a stay at a ************************************* in ***********. My reservation was made through Southwest Travel a third party of Rocket Travel. Southwest Travel Sent me a receipt and confirmation for the hotel stay. When I arrived at *********, the hotel had no reservation or confirmation for my stay at the hotel. Rocket Travel never sent my hotel stay confirmation to the actual hotel. In which I was insanely inconvenienced by having to pay ****** cash for a night stay at the hotel. When I had already PREPAID for four nights. The confirmation receipt attached was NEVER sent to the hotel. I had to stay in the lobby on hold with customer service for hours for them to attempt to find my confirmation. I was traveling alone and didnt want to be singled out so I paid for a room until the situation could be rectified. I am asking for the money I was out of to be reimbursed.

  Business Response

  Date: 08/02/2023

  Hello *******,
  
  Thank you so much for contacting us. We are glad to assist you. We appreciate your comments, your feedback helps us to improve. We have performed an investigation into this situation. We do apologize for the slight delay at the moment of check-in. We try to provide the best service during your bookings. Unfortunately on technological improvement there still are some errors we need to fix manually, unfortunately, this one was one of them. We corrected the error as soon as we could and the hotel confirmed you were able to check in, and also honored your payment. Unfortunately, we don't have the option for a refund since you used the entire booking. You use the entire stay for the full-time reservation that was created. Also due to a dispute (chargeback) you placed with your bank that does not allow our system any type of refund. 
  
  The hotel did not charge anything besides the incidentals deposit which was refunded and the resort fee as was stated while your booking process. We hope this information may be helpful for you. We remain at your disposal for any further queries. Please see the attachments to verify the details of your stay. 
  
  Kind Regards, 
  
  *****************************;
  Customer Loyalty Manager