Internet Services
Rocket Travel, Inc.Headquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Internet Services.
Complaints
This profile includes complaints for Rocket Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 197 total complaints in the last 3 years.
- 68 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/01/2023
Type:Product IssuesStatus: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 rental car through AAdvantage "redeem miles" site which is serviced by rocket travel. I made the reservation with dollar rental car for July 29th at 6am as our flight from ******* to ****** was to land at 5:20am ****** time. Our flight was delayed and we did not land until 10:45am. I called dollar rental agency once we knew our flight would be delayed but no one answered the phone to notify them of our delay. Upon waiting in rental car agency line at the rental car center at ****** international airport for over an hour to retrieve our car from the reservation, around 12:20pm July 29th the rental car agency representative announced to all the customers still in line (about 30 groups) that there were no more cars available and that we should call to cancel our reservation if we wanted to obtain a car from a different agency. I submitted the online form to rocket travel to cancel the reservation as we had other reservations to make that afternoon in ******. I did not receive any response from rocket travel. Upon calling the customer service (call center in ***********) I spoke with ***** who said she was one of three managers and was the highest level of escalation in this case. She refused to give me a refund stating it was booked under non-refundable, unchangeable. Refused to hold dollar accountable for failure to produce a product which I had paid for saying because I failed to be present at the time of the reservation it was my fault and they would not refund my reservation. ***** also refused to provide me the name of the company ombudsman, her immediate supervisor/manager, and the written policy she was claiming was ******'s policy that they have the right to release the reserved car if you are not there to pick it up at the exact time that the booking was made for. I booked the reservation with AAdvantage miles, I simply want a refund of the mileage and rocket travel is refusing to provide the refund, blaming me for missing the reservation time.Business Response
Date: 08/01/2023
Hello ******,
Thank you for reaching us. We are deeply sorry to know that your flight was delayed.
As this is a prepaid reservation, usually they hold the reservations up to 24 hours depending on the car agency. Your flight delayed more than 24 hours so they did not have any cars available at the time you arrived there.
This car reservation is a nonrefundable one so a refund is not possible unless the car agency and the reservation center agree to it.
We will be checking with them and informing you as soon is possible by email.Customer Answer
Date: 08/01/2023
Complaint: 20404247
I am rejecting this response because:My flight was not delayed over 24 hours. My original flight AA **** was scheduled to arrive Saturday July 29, 2023 at 5:20am. We were delayed 5 hours and arrived at 10:30am Saturday July 29, 2023. This is clearly within the 24 hour grace ****** for the agency to hold my reservation. We went to the rental car center and waited in line for an hour while Dollar was able to provide cars for several customers, however when we were about 10 customers from the front they notified the entire line, approximately 30 customers, that there were no more cars available and they were not sure when there would be more so if we had to make appointments or reservations made for that afternoon that we should cancel the reservation. Therefore, Dollar clearly overbooked and did not provide the product we paid for.
Sincerely,
***************************Business Response
Date: 08/04/2023
Hello ******,
Thank you for correcting **. Indeed it was more 5 hours you were delayed.
Unfortunately, when you are late you must inform us or the car agency about that and provide the flight number. The reservation is non-refundable, so we cannot provide a refund without the car agency's approval. We contacted them and explained the situation.
We just sent an email to you informing you that they allowed the refund and it was already processed.
We hope that you find this outcome favorable.
Have a lovely day.Customer Answer
Date: 08/07/2023
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:07/27/2023
Type:Billing IssuesStatus: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 stay from rocketmiles.Reservation#C5LAW7 Hotel NameHilltop Villas At ****************** ********** Vacations Check InFriday, June 16, 2023 Check OutSaturday, June 17, 2023 It should change me ******USD, but I got charged ******USDBusiness Response
Date: 08/14/2023
Hello ******,
Thank you for reaching us. We are sorry to know that the hotel charged you more.
We are still waiting for the hotel to confirm what they charged you as you did not receive any invoice or receipt.
We will be updating you by email as soon as the hotel respond.
Best regards,
*****
Customer Answer
Date: 08/15/2023
Complaint: 20386212
I am rejecting this response because:They only indicate that they started the investigation, there is no result of any kind yet.
They did this to me when I email them directly, and they want booking.com to handle this but booking.com never contact me.
It's very bad.
Sincerely,
*********************Business Response
Date: 08/16/2023
Hello ******,
Thank you for your response.
In this case, as we talked by email today, this charge was made by the hotel as per Environment Fee. This is a charge we cannot refund as it was not charged by us but we compensated you with miles.
We will be closing this case but let us kow by email if there is any other questions.
**************
Manager
Customer Answer
Date: 08/16/2023
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.
Not: the compensation as stated in email communication should be **** miles.
Sincerely,
*********************Initial Complaint
Date:07/27/2023
Type:Sales and Advertising IssuesStatus: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 paid full reservation on July 3 2023 to rocket travel. I used my paypay connected to my **** of america which offered rti rocket travel. I had a reservation for July *****. I then saw reviews a week later stating homeless and all these issues. I called rocket travel to switch me to another Hilton or refund. They kept going on about policy and non refundable. They then said cancel and ask refund hotel. Not happening, thats ****** on the line, people on fixed income cant chew that. I told her well if anything happens who is reliable she said hotel. No sympathy at all and usually companies care. I am a recovering cancer patient with diabetes. I cant be exposed to a lot and knowing homeless around wasnt good. I care about them but cant get sick again. The hotels sheets stained, roaches every night, shower and sink had other hairs in it, huge mildew stain on ceiling, new wallpaper stuck on all broken walls and furniture very used. I was highly disappointed as ****** is so well known. The smell was unbearable and the ** kept working and not working. TVs not working and had to keep calling. I started feeling ill and just couldnt wait to go home. I cant believe rocket travel would risk your health just to keep policy. I am working with paypal to get my credit back. I dont think its right I paid all that and risked my health without any help from rocket travel to make this right. My reservation was RTBDBVBN9. It was *************************** (spouse) and I who stayed. We both couldnt believe what we walked into as ****** has always been our favorites.Business Response
Date: 07/28/2023
Hello *******,
Thank you so much for contacting us. We are glad to assist you. We are truly sorry about experience you had with hotel. **************** on booking process is our top priority. Unfortunately, we don't have direct control on hotel's conditions. On our eagerness to help, we contacted with hotel to let them know about your inquiry. We talked to the person in charge and they said they would send someone to your room to make this situation right for you. Please hold for the person in charge and they would visit your room with some news, about how they would fix this situation for you.
We appreciate your business. We remain at your disposal for any further queries you may have
Kind Regards,
*****************************;
Customer Loyalty ManagerCustomer Answer
Date: 07/28/2023
Complaint: 20382724
I am rejecting this response because:My first issue was with Rocket Travel not listening to my concerns. I went with an open mind and Homewood Suites never lived up to an acceptable,healthy expectation. The ********** not be observant as I am not there anymore..everytime they said they would help me the people were not showing up or had no idea what to do. The staff also would be talking to their friends during work. I paid $769.99 to stay awake watching the door as loud noises from inside room due to maintenance issues, bugs and outside the room as no rules to who was coming into the premises. I hope Rocket Travel can attempt to make this right. I tried so hard to be understanding and just wanted the customer service to at least take into consideration my disabilites and make it right for the customer. I did not feel validated at all with this response.
Sincerely,
*************************Business Response
Date: 07/31/2023
Hi *******,
Thank you very much for getting in touch again. We appreciate your active cooperation and willingness to help us in this situation. We offer our sincerest apologies. Unfortunately we have no control over the homeless around the area, due to the non-refundable nature of the reservation we were unable to cancel. Upon receiving your complaint, we immediately contacted the hotel. The hotel told us that they had not received any complaint from you, and therefore had not taken any action, however when we spoke with them, we were told that they had not taken any action. They told us that they knew of the problem and would send someone immediately to correct the situation.
The first line of support in resolving problems when there is a problem with the property itself is the hotel staff. If there is no solution with the hotel staff, a formal complaint should be filed with the hotel and we will take action to follow up. At this time I would not be pleased to follow up with the hotel. Unfortunately we have received a chargeback from your financial institution. You will need to follow up with your financial institution.
We are happy to help and are at your disposal for any further inquiries or assistance required.Kind Regards,
*****************************;
Customer Loyalty ManagerInitial Complaint
Date:07/26/2023
Type:Billing IssuesStatus: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.
Dear BBB,I am filing a complaint against TMobileTravel (Rocket Travel **** related to the lack of transparency and the potential occurrence of a double charge in their "Taxes and Fees".On July 25th 2023, I made a reservation with TMobileTravel for a stay at the ********************* at ****************************************** from Jul 30, 2023 to Aug 3, 2023. Confirmation code TDP9S9E7 After completing the booking process, I called TMobileTravel about a charge of $120 to be paid locally at the resort. I was told this is in addition to the Grand Total of $730.04. This unexpected charge raised doubts, especially when I compared the per night rates between TMobileTravel and the official Hyatt.com website.Upon reviewing the per night rates, it was evident that TMobileTravel offered a lower rate of $136.13, while Hyatt.com displayed a higher rate of $157.44. However, to my surprise, the total cost on TMobileTravel was listed as $850.04 ($730.04 + $120), whereas the total cost on Hyatt.com was $826.63. This discrepancy seemed puzzling, considering the lower per night rate on TMobileTravel should logically result in a more affordable total cost.TMobileTravel's customer support gave a vague reply when I contacted them. In contrast, the official Hyatt.com website provided a detailed breakdown of taxes and fees.My rough calculations with the public tax rate information has raised my concerns even further. It appears that an amount of approximately $120 is being charged as a fee by TMobileTravel. Curiously, this amount aligns with the sum indicated to be paid locally at the resort. This similarity reinforces my belief that there may be a double charge error.I kindly request the BBBs intervention in urging TMobileTravel to provide a comprehensive itemization of their "Taxes and Fees." This detailed breakdown is necessary to verify the accuracy of the charges and ensure that I am not being double-charged.Thank you for your attention to this complaint,******Business Response
Date: 07/28/2023
Hello ******,
Thank you so much for contacting us. We are glad to assist you. We really appreciate your comments, your feedback helps us to improve. We understand your concern about how much you are really paying for your room. We have verified with our technicians to make sure you are not being double charge. As other travel agencies we don't received an exact display of taxes and fees. We collect estimated tax and fee amounts as provided by hotels based on their daily rate but are never provided with an itemization of the charges.
Our taxes and fees include an estimate of the amount we pay for taxes owed, government-imposed service fees, or other fees required by law to be collected by the hotel or the hotel supplier. The amount paid with your reservation may vary from the amount we estimate and include in the charge to you. Any balance is a fee we retain to cover the costs of handling your reservation and reward, as well as our overall service, and may include profit. We do not have any further breakdown. Depending on your property, you may also be charged mandatory hotel-specific service fees (e.g., resort & incidental fees). These charges, if applicable, will be payable by you to the hotel directly.
For any further queries please do not hesitate on contacting us back any time. We remain at your disposal for any further assistance required.
Kind regards,
T-Mobile Travel
**********************
Manager.
************** (US & ******)
************** (International)Initial Complaint
Date:07/24/2023
Type:Sales and Advertising IssuesStatus: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 purchased a ***** room through American Airlines for what was stated on the search page as a ******************* ***** for $237 a night. After purchasing the ***** I realized it was in the wrong part of the city so I attempted to cancel only to find a "non-refundable" warning on my booking page. I immediately attempted to contact Rocket travel who denied they can do anything about even though I sent proof their system says there is free cancellation only to find out they have hidden refundable or non refundable rooms at different prices. Heres the catch, the listed price on their website that says "non-refundable" room is listed at the same price as the "free cancelation" room in a classic bait and switch. They advertise at one price on one page as ******************* at the lowest rate listed but you cannot actually get the lowest rate while it being "free cancellation".Business Response
Date: 07/25/2023
Hello *****,
Thank you for reaching to us. We are sorry about the confusion.
When we provide the hotel offers, we display "Free cancellation" and the price "$237USD" means that that hotel has free cancellation rooms but not all of them must be like that. The price displayed is the lowest price that the hotel offers but it has others prices as well.
On the image with both prices, you can see that the nonrefundable one is the one you paid for and the other one is the refundable one. You chose the nonrefundable one and we must follow our procedures for each type of reservation.
We hope that this could clarify the situation for you.
Have a lovely day.Customer Answer
Date: 07/25/2023
Complaint: 20369449
I am rejecting this response because:
Sincerely,
*****************************Customer Answer
Date: 07/25/2023
Bait and switch advertising.Business Response
Date: 07/25/2023
Hello ***********
Thank you for your response. We are always glad to assist you.
Please refer to the attached images that explain the types of reservations, cancellation policies and the prices of the offers that we show on our website.
Have a lovely day.
Initial Complaint
Date:07/23/2023
Type:Order IssuesStatus: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 in ******* ** last minute 382 miles from home. Was disclosed applicable fees and the fact the booking was non refundable. Paid for the booking with the stipulation that I was to pay an additional $15.75 at check in for a resort fee to which I agreed. I arrive at the hotel to find I had to pay an additional $100 deposit to which I was able to show the hotel that had not been disclosed to me via my correspondence with Rocket Travel and my receipt disclosing what I was to pay upon arrival. To which I was told not only could I not check in until I shelled an additional $100 but I could also not be refunded due to an agreement between the hotel and Rocket Travel as well as the disclosure I was given at booking. Rocket travel has since amended the policy with the $100 disclaimer to which they assure was there when I booked the reservation even though I was able to display exactly what I agreed to with the hotel management staff showing the omission of the $100 deposit.Business Response
Date: 07/25/2023
*************************,
Thank you so much for contacting us. We are glad to assist you. We appreciate your comments. Your feedback helps us to improve. We have performed an investigation into what happened at the moment of check-in at the hotel. We have recreated the booking process you took while creating the reservation, to check policies were displayed when you created the reservation the first time. We found during this process this 100$ deposit policy was stated correctly. In our eagerness to help, we also verified with our technicians if there was any error or glitches while you created this reservation, and maybe the policy was not clearly stated. Our technicians confirmed there was no error at all while you created the reservation the first time. We have attached some screenshots about how to find this policy on our website.
Before selecting the room at our website at the bottom of the page you will find property policies.Please see the attachments below.
We hope this information can be helpful to clear all your doubts.
We appreciate your business. We remain at your disposal for any further queries you may have.
Kind Regards,
*****************************;
Customer Loyalty ManagerCustomer Answer
Date: 07/25/2023
Complaint: 20364774
I am rejecting this response because: In place of where it shows the $100 deposit it read a "A Resort Fee of $15.75 Is due at time of check in and to be collected by the hotel. This is also clearly what is stated on my receipt at the time of booking. In Speaking with ******** in person at the Hotel he acknowledged this was the case but would not provide a refund as it was "the responsibility of the vendor to ensure their policies are accurate and they are not responsible for any errors or omissions." Although he did acknowledge the omission of the deposit and was unable to waive it due to being a company policy.
Sincerely,
*******************************Business Response
Date: 07/25/2023
*************************,
Thank you so much for your prompt response. We are glad to assist you. We understand this may be confusing for you. As we detailed on your previous message we verified really careful this situation. As on the screenshots shows this reservation is stated before you selected the room. The place which states the resort fee you are talking about right now, is after selecting the room. We invite you to recreate by yourself the same booking process you took first time.1. Select dates, destination and hotel
2. After selecting hotel you will se description of hotel. On the same page (before selecting the room) please scroll down till the bottom of the page and you will be able to see all policies of hotel.
Please let us know if this information was helpful for you. We appreciate your valuable time and active cooperation on this situation
Kind Regards,
*****************************;
Customer Loyalty ManageraCustomer Answer
Date: 07/25/2023
Complaint: 20364774
I am rejecting this response because: While I understand the policy is listed at this time this is something I did not see when reading the public notes beforehand, I was looking at several hotels and this as well as the one on ******************* were the only two that did not list a deposit, I'm not sure if it was a caching issue on the server side but it was one of the main reasons why I chose this hotel, the other being its proximity to Universal Studios as we have season passes. Luckily we were able to stay with my family however this ended up being a huge inconvenience and almost ruined my Wife's birthday celebration as I wanted to do something a bit spontanious for her.
Sincerely,
*******************************Business Response
Date: 07/27/2023
*************************,
Thank you so much for contacting us. We are glad to assist you. We understand you may not noticed this policy first time you created this reservation. That's why we sent some screenshots to kindly guide you on how to see this policy. We verified with our technicians to make sure there was not a glitch or a problem with the server (as you mentioned on your previous post) However our expertise on technical department, and they confirmed there was no issue while creating this booking.We hope this information may help to clarify your doubts. Thank you so much for contacting us. We remain at your disposal for any further queries.
Kind Regards,
*****************************;
Customer Loyalty ManagerCustomer Answer
Date: 07/27/2023
Complaint: 20364774
This "However our expertise on technical department" Is flat out disrespectful. As an IT Manager currently with 25 years of hands on experience in *********************** ******************** Systems and Computer Forensics I understand these things happen both internally and with external caching servers as if your technical department is as experienced as they say they should be aware that sometimes users are given a cached copy of a website from a third party caching server and sometimes it may load outdated information but that's neither here nor there. My carrier has made this right for me as they seem to care more about customer retention. I will be booking my stays through **************** from now on as they seem to care a lot more about the customer experience and not insulting the intelligence of their customers.
Sincerely,
*******************************Business Response
Date: 07/27/2023
Hi there,
Thank you so much for contacting us. We appreciate your feedback. Your comment help us to improve. We do apologize for the confusion on this situation. We would work on improving our services. We would take in consideration your feedback.
We appreciate your valuable time and active cooperation, for a better comprehension on this situation.Kind Regards,
*****************************;
Customer Loyalty ManagerInitial Complaint
Date:07/22/2023
Type:Customer Service IssuesStatus: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 refuses to redeem Advantage reward points for hotel reservations as well it refuses to answer phone calls when told to call customer support as you can see I've spent hours on hold waiting for a resolution for this problem to no availBusiness Response
Date: 07/23/2023
Dear *******,
Thank you for sharing your feedback with us.
I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. Clearly, we did not deliver these standards due to the difficulties you encountered when trying to contact us via phone. We apologize for any inconvenience this may have caused you.
We have initiated an investigation into the matter and our records indicate that you were finally able to connect with one of our representatives over the phone. However, we would appreciate it if you could confirm whether your issue has been resolved to your satisfaction or whether you still need assistance regarding the miles redemption. If you could provide us with any additional details about your request, we would be happy to review your case and ensure that our service standards are met. We have also sent you separate email where you can respond for further assistance.
We take all customer feedback seriously, and we are committed to providing you with the best possible service. If you have any further concerns or questions, please do not hesitate to contact us again, and we will be happy to assist you.
Thank you for bringing this matter to our attention, and we look forward to hearing from you soon.Kind regards,
Ain
Manager
Rocketmiles Concierge
************** (US & ******)
************** (International)Initial Complaint
Date:07/19/2023
Type:Product IssuesStatus: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 was a victim of a bait-and-switch scheme by AAdvantage Cars (American Airline Rewards), Dollar Rental Car, but mainly Rocket Car Rentals, or aka Rocket Travel.I booked a rental car for a family trip to ********** by comparing prices of all major rental car companies. We booked the reservation specifying that we were picking up at the ********************* and returning the rental to *****************. A rental through AAdvantage Cards and Dollar was the lowest priced, legitimate rental.I paid for the rental using a combination of accumulated American Airlines points (****** pts), and my Chase Freedom credit card ($924.27). This can be confirmed in the pdf attachment named Dollar Rental Dispute Rental Confirmation pdf attachment.This Rental Confirmation came with Rocket Rental Car Rewards at the top of the email. Within that email confirmation, there is a link to View Receipt. When clicking that, it opens the receipt from Dollar Car Rental. Underneath the Grand Total it reads Inclusive of all taxes fees, excluding any credit card processing fees. There are no additional terms of service, etc. The receipt is my pdf attachment named Dollar Rental Dispute Rental Receipt.When we got to the rental counter, we were told that Dollar Car Rental would be charging a FEE of $500.00 ($559.38 after tax). This charge can be found in my pdf attachment named Dollar Rental Dispute Statement of Charges. It is labeled as a Service Charge.In a subsequent receipt emailed to me in my pdf attachment named Dollar *********************Rental Receipt. It is labeled as a Inter City Fee, despite my original receipt saying that my rental confirmation and receipt indicated Inclusive of all taxes fees, excluding any credit card processing fees.I tried to resolve this with Dollar Rental by calling their customer service line on 7/11/23 and filing a complaint of using bait and switch tactics. The rep I spoke (*******) to escalated my call to a supervisor and they were both unable to resolve by issuing me a refund of the $559.38 fee. Also, please note that there are no disclaimers of any type within any of the confirmations or receipts sent to me for the booking.Business Response
Date: 07/21/2023
Hello ********,
Thank you so much for reaching out to us. We are glad to assist you. We really appreciate your business. We have reviewed escalation detailed on this complaint. We understand for rentals, there are many policies may apply and may also be confusing. On this reservation we have recreated the booking process taken first time you confirmed your reservation, we found this information was properly displayed at moment of booking the rental, it was stated under Agency policy after this ***** services and Equipment. We also contacted with the rental agency to verify this charges, or if these charges were for a non-applicable fee. Since this information was displayed and confirmed by the rental agency as valid charges. Unfortunately, it is not possible for us to release any type of refund. Please also check screenshots attached on this file as proof of this information was provided while booking process.
We truly apologize for this misunderstanding. We also remain at your disposal for any further queries or assistance you may require.
Kind Regards,
*****************************;
Customer Loyalty ManagerInitial Complaint
Date:07/04/2023
Type:Product IssuesStatus: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.
Hello, My name is ***************************** and Im filing a complaint to Rocket Travel regarding their hotel cancellation policy. I originally booked a hotel in **********, **. The hotel is called HOLIDAY INN EXPRESS & SUITES ***************. I booked through ******** Travel which is part of Rocket Travel. The transaction date was in June 15th 2023 and originally I thought the hotel was close to downtown MI but it wasnt and I thought maybe I can reach out to them to see if theres a possibility I can cancel and receive a refund even though the policy said non-refundable and also said the reservation cannot be cancelled or changed to the extent permitted by law. Their answer was they can request a refund but the booking would have to be cancelled first. I didnt like that idea because I didnt want to end up losing my reservation and refund so I told them it was a risk and I dont want to cancel if Im not guaranteed a refund but they still went ahead and did the request anyway and cancelled my reservation. The refund request was done with the hotel and they denied the request so now Im without a refund or a reservation. I can understand not receiving the refund but I dont believe its fair they can just keep the money like that and Im not able to at least keep my reservation or receive credit to book a room in the same establishment. I talked to Rocket Travel and they said thats their policy that a cancellation has to be done to get a refund yet on my original email it says the reservation cannot be changed or non refundable. Its contradictory. They said they cant do anything about it since the hotel denies the refund. The hotel cant help because it wasnt booked thru them. My only solution is disputing with the bank but Im not sure how long thatll take, which is why Im filing a complaint here too. The reference number of my reservation is TDFAU6U8. Check in date August 4th and check out date August 6th. Phone Number: ************. Hope to hear back soon!Business Response
Date: 07/05/2023
Hi ******,
Thank you for sharing your feedback with us.
I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers. Clearly, we did not deliver these standards. Not only you experienced such an inconvenience but we (our staff) was not able to assist you and resolve situation.
Please accept my sincerest apologies, as this is certainly not the level of service we would like to provide to our customers. I would like to assure you that we have taken all necessary steps to address your concerns.
We have contacted the hotel and managed to secure a waiver on the cancellation charges. We are happy to report that we have approval to process your refund. Kindly note that the refund will be processed to you in the form of credit to your ******** account. Using the credit is simple -- just apply any amount of your available balance during the payment part of your booking.Please respond to this email with your acceptance to the refund and we will process the refund immediately.
We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.
Please let us know if there is anything we can do further to remedy the situation for you.
Kind regards,
*************************
Manager
Rocketmiles Concierge
************** (US & ******)
************** (International)Customer Answer
Date: 07/06/2023
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:06/16/2023
Type:Product IssuesStatus: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.
Hello,I booked flights through the ******** Travel website on June 7. I was booking a trip for me, my wife and our 1 year old son. We had been comparing prices on several websites because we decided that we should book a seat for our son since it is a long flight. Most sites had tickets for around $370 each at the time. When we checked ******** Travel, it showed the price as $330.93 per ticket. It also allowed us to select our seats as we moved through the booking process. We decided to book through this website so we could save a little bit of money since we were buying an extra seat for our son instead of opting for an in-lap infant.Upon receiving my receipt, it turns out I was actually sold 2 tickets for $496.40 each and our son was booked as an in-lap infant. Because of this, I have been trying to contact ******** travel to have them issue a third ticket to us because their website misled me and allowed me to believe that I was purchasing 3 seats. Also because of this, we paid more than $250 extra for two tickets than we would have if we had booked through a different website. Upon checking today, their website still functions the same way if you are purchasing tickets with an infant and allows you to choose a seat as well. I have tried contacting ******** Travel's customer service several times. Through email, they have been unhelpful. On Friday, June 9, I spoke with a representative on the phone who told me he would elevate my help request and see if he could get a credit for me for the third ticket. I have heard nothing and called today and was told there was no record of this.I have attached screenshots of how the booking process appears on their website and how fraudulent it appears by showing those prices as such and allowing seat selections. As an added note, the seat selections never saved and I had to select them on the American Airlines website afterwards. I feel very scammed by their process and lack of customer service.Business Response
Date: 06/20/2023
Hello ****,
Thank you so much for reaching out to us. We are glad to assist you. We truly apologize for the misunderstanding. We have verified your airline reservation, We escalated this situation with our tech specialist, to verify if there was any type of error at the moment you confirm your reservation. They have confirmed, there was no error while in the booking process, the reason system only picked two seats instead of one, is due to airline restrictions, some airlines depending on the infant's age do not allow reserving a seat for your child and automatically becomes on the lap. We verified, and you were charged for two seats only, as it shows in your confirmation email.
If you really wish to reserve a third seat, you would need to contact the airline directly. Based on their security guidelines, they would let you know if it would be possible to have a seat for your child.We really appreciate your valuable time and cooperation. We remain at your disposal for any further queries you may have.
T-Mobile Travel
Loyalty Manager
**********************
************** (US & ******)
************** (International)Customer Answer
Date: 06/27/2023
Complaint: 20197705
I am rejecting this response because:This response is a lie. American Airlines allows you to book a seat for an infants age 2 and under. So not only have your company misled me with the way your site booked our trip, now your company is lying about the issue.
I have spoken to representatives at American Airlines and no such policy exists, they allow seats to be booked for children under 2. This is also easy to find on the American Airlines website (*********************************************************************************************************************************)
Your website clearly has some design issues which mislead the consumer. Please just take responsibility for this instead of making false statements.
I would like 1/3 of the price charged to me refunded because of this. It's one thing to mislead, but now you're fully lying and committing fraudulent statements.
Sincerely,
*********************Business Response
Date: 06/28/2023
Hello ****,
Thank you for replying back.
Our website does not allow infants less than 2 years old to buy a seat. Any customer that tries to purchase a ticket for a 2-year old or less infant will receive an on the lap ticket. If you do not want an on the lap ticket but a seat, you must buy it directly with the airline.
Please check our Privacy Policy on the link below:
*******************************************************************
Let us know if you have any other questions.Customer Answer
Date: 07/05/2023
Complaint: 20197705
I am rejecting this response because: If your website does not allow the purchase of seats for passengers under the age of 2, you shouldn't even have the option to choose a seat for them. You are misleading your customers with false information. You allowed me to ************* and led me to believe that was what I was purchasing. Just acknowledge that your website is misleading and fix your website. It's not that hard to do.I am still requesting a refund of 1/3 due to the amount of time I've had to deal with your company and the amount of false and misleading information you have given me over the past month.
Sincerely,
*********************Business Response
Date: 07/11/2023
Hello ****,
Thank you for informing us about that situation with the seat selection.
We understand that it could mislead you to think that the infant had a seat and we apologize for that. We have sent an email directly to you to discuss the refund/compensation you are requesting. Please respond to it so we can process it.
Have a lovely day.Customer Answer
Date: 07/19/2023
Complaint: 20197705
I am rejecting this response because: The issue has not been resolved yet. I did receive an email, to which I asked some questions about what the travel credit might be good for, but I have not heard anything back since then. So I can't really accept or reject anything yet, until I heard back from them.
Sincerely,
*********************Business Response
Date: 07/19/2023
Hi ****,
Thank you for contacting us. We are glad to assist you. We truly apologize for the confusion. Although you did have the option to select an infant seat on the website while booking process, payments collected as indicated on your receipts were only for 2 adults, and infants are free, which is why seats were only assigned to the 2 adults.
We are truly sorry about this confusion. We remain at your disposal for any further queries.
**********************
Loyalty Manager.
T-Mobile Travel
************** (US & ******)
************** (International)Customer Answer
Date: 07/19/2023
Complaint: 20197705
I am rejecting this response because:This is clearly a generic response after almost 2 months of trying to get this resolved. It would be beneficial to your company if you referenced the previous messages to understand what has transpired. I was contacted directly from a representative named ***** who offered a travel credit. I replied to ask if the credit would be good on the other areas of the ******** travel website, ie car rental, etc. I have not heard a reply yet. This has been an incredibly frustrating process and the $165 travel credit that has been offered seems like hardly enough based on how much calling and emailing I have had to do, let alone finding the need to open a complaint through BBB. Your customer service and record keeping of interactions with customers should never be so poor that filing a complaint with the BBB is the last and best option by your customers...
Sincerely,
*********************Business Response
Date: 07/21/2023
Hi ****,
We have been in touch via email. If you would kindly respond to our hotel travel credit offer there we can get this resolved for you.
We appreciate your patience as we work in resolving this matter for you.
Kind regards,
Kelly
Rocket Travel, Inc. is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.