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:03/23/2023

  Type:Sales and Advertising 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.

  The website does not appropriately disclose that the reservation is non refundable. The words are hidden and not apparent. Im surprised, based upon the hundreds of negative Trust pilot reviews and complaints that there has been no class action yet against this scam. I will follow up with AA corporate and *********************. Consumers are being ripped off!

  Business Response

  Date: 03/24/2023

  Hi *****,

  Thank you for bringing this to our attention.

  We have investigated this refund request and found that your booking was made under the non-refundable policy which is why your request for a refund was denied. We checked the confirmation email that was sent to you since your claim was that the words we hidden and not apparent. Clearly this is not the case as the cancellation policy which was also indicated in your confirmation email sent to you on 2023-03-20 at 20:58:03. 

  We have attached a copy of your confirmation email and highlighted the cancellation policy which bears the same text and text size as the rest of the details on the email as proof that this information is in no way hidden. 
  
  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.

• Initial Complaint

  Date:03/21/2023

  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.

  Horrible. Shuttle experience alone was off- putting and difficult. Paid in advance on **************** through rocket travel a special from ********* After horrendous arrival at the offsite, things just continued to get worse. They asked for proof of insurance which I've never been asked for in 70 years. Then they said I had to give additional $1,000 security deposit on my credit card, at which point she said it would be an additional $2,500 if I didn't have the proof of insurance. ************* doesn't require proof of insurance because all registry documents come through the insurance company. I became unglued at this point and returned to the airport because a ***** deposit was a little too much. I went straight to budget got a car no proof of insurance requested and I was on my way. They have refused to refund any of the money I paid. I will never deal with this company again and I would advise against it to anyone. The date was March ,1, 2023. The amount $279.81 was never refunded, I never got a car.

  Business Response

  Date: 03/22/2023

  Hi ********,
  
  Greetings from Rocketmiles!
  
  I am very disappointed to learn about your experience. As a Service Provider, we strive for excellence and best customer service for our customers.
  
  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 contacted the rental car company to investigate what had transpired and also to verify the charges that you mentioned that were wanting to you folk for the car rental.

  They mentioned that the car was scheduled for pick up at 15:30 and they have a strict 1 hour hold policy before the reservation was auto cancelled but they held the car for you till you arrived for pick up at 21:30. The car was ready to be delivered to you and they were notified by you that you had wanted to add an additional driver to the booking which the car company informed you that adding a driver to the booking would cost an additional $30 aside from the refundable security deposit of $1000 which was a mandatory deductible that the car company collected when a customer decides to use their personal insurance.

  If a customer purchases insurance from the car company, the security deposit that would have been collected would have only been $250. The company denied all claims that they had asked for a $2500 additional payment. They informed us that you had disputed the additional $30 for adding another driver to the booking and refused to take the car. The company has denied any refund on the sole basis that the car was ready for you to pick up despite the late pick up and also because they did not deny you the car
  
  With that said, we can refund you 50% of the booking value which works out to $139.90. Please reply to this email with your acceptance of the offer so that I can proceed to process the refund to your account.
  
  I have also compiled your feedback and will be sending it to our relevant department to further improve the way future cases such as yours to be handles in a much efficient and effective way.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kind regards, 
  *************************
  Manager
  Rocket Travel Concierge 

• Initial Complaint

  Date:03/21/2023

  Type:Order 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 reserved a pre-paid car rental reservation for the dates of March *****, 2023 to travel from ***** to Georgia. Upon making and prepaying for the reservation, I read the terms and conditions that stated that "cross border/cross state is allowed with a $400 fee and a mileage cap of 100 miles per day.....". On the pick-up day of my reservation, I called the car rental company to confirm my reservation only to be told that the mileage was not unlimited (capped at 150 miles/day) and that the vehicle could not be taken out of the state. When I inquired with the car rental agent why the vehicle could not be taken out of the state, he responded that the vehicles have geo trackers and law enforcement would be called. The whole reason I was renting the vehicle was to travel out of the state for my daughters wedding. When I stated to the agent that those terms were not included when I pre-paid my reservation, he stated that the agreement would be signed stating the above mentioned terms and conditions before I received the vehicle. I contacted ******** Travel/Rocket Travel and was notified that the car rental agency agreed to "unlimited miles", but that does me no good because the vehicle cannot be taken out of state. I cancelled the reservation and would like a full refund as I paid for the reservation with the understanding of the provided terms and conditions that were not in agreement with the actual terms and conditions of the actual car rental agency.

  Business Response

  Date: 03/21/2023

  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. 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 will take all necessary steps to address your concerns.
  
  Upon investigation, we found that the car rental company did not update it's policies on our portal to state that local residents are no longer permitted to rent their vehicles and travel out of state. They also limited the mileage for local residents to 150 miles/day. Given the circumstances, we at Rocketmiles are happy to report that a refund has been processed back to you.Rocketmiles processes refunds immediately however, it could take up to 14 business days for your bank to reflect the credit in your account and in some cases may not be completed until the next billing cycle. The timing depends on your bank and its policies. Rocketmiles does not have control over this timing.
  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
  
  Please let us know if there is anything we can do further to remedy the situation for you.
  
  

  Kindest Regards,
  ******
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)
  

  Customer Answer

  Date: 03/22/2023

   
  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:03/17/2023

  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 attempted to make a reservation online by redeeming my AA miles. *** only option is to book through rocket.com. I found the hotel and tried to complete my reservation, but an error message popped up that my transaction could not be completed. I attempted a few more time over the next week to see if there was something wrong on my end I called the customer service after a few days and was told there was a glitch and to try again in a few days. I waited 2 days and called them again when the same error message popped up. ***y said their technical department will look into it and they will email my within 24 hrs. I waited and after 2 days called them back. ***y said they are still working in it and I will receive a call back within 24 hrs. No call so I called them back again 2 days later. At this point it's been 2 weeks and I never got any calls or emails regarding the error that prevents me from using my miles at the only website I am allowed to use my miles. **** I call they always have the same script; hold for 5-8 minutes while I get ahold of the technical ***** sorry they are unable to resolve the issue at this time, please book directly with the hotel if this is an urgent matter. Being told to book directly with the hotel defeats the whole point of having miles because I would gave to pay with regular money. 6 weeks later I still have not received a call or email regarding the error and when I called this time, they had the same script. I have no resolution to my issue and no other options to redeem my miles anywhere else.

  Business Response

  Date: 03/21/2023

  Hello Kyla,
  
  Thank you so much for contacting us and bringing this situation to our attention. We are happy to assist you. We have verified your account and our technicians are already working to fix the error you are receiving. We are currently working with our partner AA Redemption to verify the error affecting your account (it may be a mismatch of information like name, email, and phone number). We could suggest you contact AA in order to verify your account details. We really apologize for the hard time and inconvenience it may cause.
  
  We appreciate your valuable time and patience. We remain at your disposal for any further queries you may have.

• Initial Complaint

  Date:03/11/2023

  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 three day car rental through TMobile Powered by Rocket Travel. The total charge was $58.04, and I prepaid in full . The reference code: 565161666.On 2/2/23 I booked another rental for one day from 2/24 to 2/25, this time with Inbocsars Car Rental. I prepaid for the rental in full for $26.04. The reference code: 570139090.When I knew the flight will be delayed on 2/24 morning 8 am , that was 6 hours before the original pick up at 5 pm.I called and emailed to request a later pick up at 6:30 pm. When I arrived to the *************** (***) at 5:45 pm I called the shuttle pick up but was told the reservation was cancel. Our family of 5 were stranded in the airport for more than 3 hours.The next day we arrived at the *************** before 3:50 PM I called the phone number listed on the purchase agreement. The ************ went to a hospital and the ************ had no answer, and the voicemail was not set up, so you could not even leave a message. We called 10 times with no answer. I searched ****** and found the actual location listed with ********************** at ***************************************************************************. We went there to see if we can get the car. The location was several miles from the airport, and the office was locked with no one there. I also did not see any rental cars parked there.I hold ********* and Rocket Travel responsible for all the issues. It cost a lot more money to arrange another car, and our family vacation was totally ruined. We were stuck at the airport more than 7 hours in these two days, and wasted a lot of precious time during our vacation. I would like to file a formal complaint and request:1. A refund for both rental car payments.2. Payment for the cost of our expensive rental cars.3. Payment for the damages caused by ********* Travels negligence and mismanagement.After I filed a complaint with ******** Travel and was told by ********************* from ******** Corporate office to file a claim though Rocket Travel.

  Business Response

  Date: 03/13/2023

  Dear GouPing,
  
  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 will take all necessary steps to address your concerns.
  
  Upon investigation for Booking *********, we found the car company did in fact not satisfy your booking and they also was unable to be reached at the point of pick-up. We have canceled the booking on our system to process your refund back to you and we have highlighted this to our higher management for action to be taken to ensure that this does not happen again. We are happy to report that a full refund has been processed back to you.Rocketmiles processes refunds immediately however, it could take up to *************************************************************************** some cases may not be completed until the next billing cycle. The timing depends on your bank and its policies. Rocketmiles does not have control over this timing. In addition to your full refund, we would like to compensate you for your troubles in the amount of USD *****, which is 20% of the booking value in Travel credit which you can use for your future bookings.

  As for Booking 570139090, we noticed that you had filed a chargeback with your bank and have already been refunded the amount charged to your card. Once again, we would like to offer you Travel Credit in the amount of USD ****, equivalent to 20% of your booking value. Please reply to this email with your acceptance of the offer and we will process the travel credits to your account at the soonest possible.

  
  We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.

  
  Please let us know if there is anything we can do further to remedy the situation for you.

   

  Kindest Regards,
  ******
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19585411
  
  I am rejecting this response because: 

  1. The extra credits will not working for me. For the services I received I dont think I can do any business with ******** Travel or Rocket Travel. 

  2. I requested the compensation for the  new car rental expenses and the damage of ruined our family vocation  due to this issue caused by Rocket Travel

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

  Business Response

  Date: 03/15/2023

  Dear *******,
  
  Thank you for sharing your feedback with us. We are sorry to hear about your situation and will do our best to assist you.
  
  To proceed with your case, well require some additional documentation. Please provide us with a copy of the official receipt that shows the charge from the company that you booked the car? This information will be reviewed to support and facilitate your request. 
  
  By sending through the additional documentation, you consent to us collecting and processing any personal data contained in the information being sent, strictly as needed only to process your case. We will treat all documentation you provide in a secure and confidential manner and we will erase it when it is no longer needed.
  
  Thanks for your patience and we hope to hear from you soon.
  
  Please let us know if you have any additional questions.
  
  
  
  Kindest Regards,
  ******
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19585411
  
  I am rejecting this response because:I have enclosed the rental receipts, total of $170.24.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/23/2023

  Hello GouPing,

  Thank you for for your reply.

  After reviewing the receipts that you sent to us, we would like to inform you that our compensation for the use of the alternative car that you booked as a result of not being able to receive the car you pre-booked through Rocketmiles will only cover the dates of ***** February. I noticed in the receipts that you enclosed was a rental dated ***** February. At Rocketmiles,we cannot compensate you for a rental that is outside the original dates booked through us.
  Kindly be advised that we will only be reimburse you in the amount of USD ****** in the form of Travel credit that you can use in your upcoming bookings. Kindly note that we can only issue Travel Credits for compensations.The breakdown of the amount is as below.

  
  Car rental 25-27/2 - $94.49
  Car rental 27-28/2 - $18.20
  Compensation for failed booking - $16.81

  
  With that said, we are offering you a compensation total of $****** in travel credit. Please reply to this email with your acceptance of the offer so that I can proceed to process the refund to your account. Please know that this offer is the final decision by our management.
  
  
  
  
  

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19585411
  
  I am rejecting this response because:Thank you the consideration and offer.  I have booked two car rentals through Rocket Travel. One is from 2/24/23 to 2/25/23 , reference number *********. The second one was from 2/25/23 to 2/28/23; reference number *********. I was not able to get the rental cars in both reservations. So I should also get the compensation for the rental of 2/24 to 2/25. Enclosed copies for both reservations,please review both reservations.

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

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair 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.

  We booked a hotel for 2/24-2/26 at the Saguaro in ************ for over $750 with RocketMiles. A week before our reservation we asked to reschedule. We knew this would be a challenge since it was a non refundable but I needed a change due to medical reasons for my pregnancy.We called RocketMiles and they said they needed to call the Hotel. They got back to us in 2 days and said the hotel denied it. I called the Hotel. The Hotel said RocketMiles never called, and they are willing to reschedule our reservation. I called RocketMiles and told them the hotel approved to reschedule. They said theyd look into it and get back to me. They never got back to me. I called the Hotel again and had them talk to RocketMiles. The Hotel told RocketMiles over the phone that they approve rescheduling the reservation. RocketMiles said okay, we need approval via email then we can change it. The hotel sent the email. RocketMiles never got back to me, they did not change the reservation.I call two days later and speak with a supervisor who assured me that this case was assigned to her and she would work this out. She said shed get back to me by the end of the day because she needed to look into it.Ive never heard from this supervisor again. RocketMiles claimed again the hotel denied the request, despite the phone call between the Hotel and RocketMiles.I have been on the phone so many times telling a new rep every time because the previous one is never available, that the hotel agreed and they have to look into it. Every time the rep tells me they will look into it and get back to me. Last night I got a third email from RocketMiles telling me the hotel denied the request to reschedule. This is such ********. Its been 3 weeks of me calling RocketMiles non stop to have the same conversation and no results. It seems like RocketMiles is just waiting for me to give up. Im not going to lose $756.57, especially since I know Rocket Miles is making up lies.NEVER USE THIS COMPANY.

  Business Response

  Date: 03/20/2023

  Hello Ashlyn,
  
  Thank you so much for reaching out to us. We appreciate you bringing this situation to our attention. We are always happy to assist our valuable customers. First of all, we apologize for all the inconveniences you have experienced. This is not the experience we are looking to provide our customers. We attempt to get approval from the hotel for modifying dates on your reservation, unfortunately despite the approval provided over the phone the hotel was unable to make the change effective on the system. We talked to the hotel, and they mentioned they had some issues with the reservation since an agent at the hotel tried to modify it without authorization.
  
  We are truly sorry about this situation getting more complicated for you. We guarantee you, right now we are working on making this right for you. We have escalated this situation to our specialist team, and they are working on getting this reservation fully refunded for you.
  
  We are doing our best effort to get a resolution as soon as possible for you. We would contact you as soon as we received a resolution from the hotel.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19561765
  
  I am rejecting this response because: I have heard this from RocketMiles for over a month now. Last week on Monday I spoke with a manager who said they would get back to me in 5 days. Of course, they have not. I have spent so many hours on the phone, always calling and not being called, and so much energy. Please just bring this to an end. I'm tired of this.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2023

  Dear ***,
  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
  
  Wed love the opportunity to regain your trust. I will personally reach out to the ************ Manager and look into the situation further as we heavily rely on the Hotel for approval when it comes to cancellation however, we do have to inform you that this cancellation is not guaranteed in any way.
  
  It is as per the property's policy, any cancellation/amendment will be charged the full amount and no refund will be given. These terms and conditions are stated on the website and can also be found on your confirmation email. Please note that Emirates follows the policy given by the property and thus, cannot cancel/amend it.
  
  At this time, your original booking remains as is until/unless the property allows a free cancellation. For the time being we would like to ask for additional time allowance for us to work on this request. We will update you within the next week after reaching out to the property.
  
  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.

• Initial Complaint

  Date:02/24/2023

  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.

  Purchased car rental on 2/11/2023 for use on 2/21/2023- 3/2/2023 for total of ******. At time of pickup on 2/21/2023 I was denied pickup and use of any vehicle because they insisted on a flight itinerary which I did not have because I cannot fly due to medical reasons. However I offered several different methods of proof that I was from out of state, and not local, including ***************** **** Statement, Credit Card statement, or even cellular phone bill. All methods were denied and subsequently denied use of any vehicle.

  Business Response

  Date: 02/27/2023

  Dear ******,

  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority and we would love the opportunity to regain your trust.

  We are sorry to hear that you were unable to pick-up the car that you had booked in advance. We have spoken to ***, the rental advisor at Routes who informed us that they do not rent their cars to locals and customers from out of state mush provide a copy of their flight itinerary as proof that they are indeed from out of state. As you have mentioned that you are unable to fly due to medical reasons, may we ask as to how you travelled from ******** to *******? If you had taken a bus or train, do you have a copy of the ticket that could prove that you had travelled the distance to get to ********? 

  We tried to push the car company for a courtesy refund due to the unforeseen circumstances however, our request has been denied once again. Kindly note that Rocketmiles follows the policy given by the car company and thus, cannot cancel/amend it.

  We tried calling you but we were unable to reach you. We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.

  Please let us know if there is anything we can do further to remedy the situation for you.

  
  
  Kindest Regards,
  ******
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19493883
  
  I am rejecting this response because: I provided 4 different legal documents including phone (utility) bill proving I live out of state, and was still denied. I was driven to ******* and therefore had no flight itinerary to provide. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/01/2023

  Hello ******.
  
  Thank you so much for your comments. Your feedback helps us to improve. We truly apologize for the inconvenience at the moment of pick-up. We have contacted our rental car partner to clarify the situation. Unfortunately, we are subject to rental agency policies. As our rental car partner mentioned, they cannot use a bill as proof you are traveling (Even a recent bill cannot determine if a person is traveling, this person may be moving) This is the main reason they can only validate the authenticity of travel via a ticket.
  
  Thank you so much for your time and comprehension. We remain at your disposal for any further query.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19493883
  
  I am rejecting this response because:

   

  Not everyone can fly. I am medically unable to fly. Proof of residency was provided by me, but refused by the rental company. The rental company did not request any other documents prior to booking. Furthermore, Travelocity also did not notify us of any other proof of residency prior to booking as well. As Travelocity represents the rental agency, Travelocity has a duty to inform customers of ANY/ALL required documents required if a flight itinerary is not available or being used for any reason including medical. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/07/2023

  Dear ******,

  We are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
  We would love the opportunity to regain your trust.

  In order to further negotiate with the car company, we will require you to provide supporting documents. As you have mentioned, you were unable to fly, did not take a bus/train but you were driven to the location. Would you be able to provide a copy of your medical diagnosis which prevents you from flying. Without any documentation, we're afraid that we wont be able to negotiate with the car company.

  
  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.
  

  
  Kindest Regards,
  ******
  Manager
  Rocketmiles Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:02/17/2023

  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 made a reservation for a hotel on January 6th in response to an offer of **** bonus miles on American Airlines I paid over $400 for my room and stayed there on January 12th I never received the **** miles I have called multiple times to complain and while acknowledging that Im owed the miles, the company continues to not provide them

  Business Response

  Date: 02/20/2023

  Hello *******,

  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're sorry that your miles points has not been posted. This is due to a system issue that we recently encountered and has since been fixed. We have escalated this to our Rewards team and will send your reward to American Airlines for posting. Please allow up to four weeks for this to reflect on your account statement.

  Once again, we do apologize for the delay in posting your rewards. We appreciate your booking and look forward to helping your earn more rewards for your next dream vacation! 

  Please let us know if there is anything we can do further to remedy the situation for you.

  
  
  
  Kind regards,
  *************
  Rocketmiles Concierge
  ************** (International)
  ************** (US & ******)

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19426873
  
  I am rejecting this response because:
  

  While I appreciate your response, advising me to wait an additional 4 weeks is not what I

  consider a resolution .

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

  Business Response

  Date: 02/22/2023

  Hello *******,
  
  Thank you for your response.
  
  We're sorry that you the duration of the wait time is not up to your expectations. 
  
  I'm pleased to inform you that we have made the necessary changes for the disbursement of your miles points to be credited to your account. I have submitted this claim to American Airlines with urgency. It could take up to 30 business days for American Airlines to credit the miles to your account and in some cases may not be completed until the next billing cycle. The timing depends on American Airlines and its policies. Rocketmiles does not have control over this timing.

  Once again, we do apologize for the delay in posting your rewards.

  Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  
  Kind regards,
  ******.
  Rocketmiles Concierge
  ************** (International)
  ************** (US & ******)

• Initial Complaint

  Date:02/14/2023

  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 through my companys affiliate discount site Fond, through booking.com, which partnered with Rocket. I booked 5 days 4 nights. I received confirmation emails from booking and rocket day prior and day of. I get to the hotel I booked and no reservation found. Long story short I sat at that hotel crying for 3 hours. This is the first time Im traveling alone. Called rocket they said a technical error caused the hotel to never get the reservation but that they didnt have any availability. After 3 hours I was told they could rebook me at the ********************** which is nowhere near the same quality. I had to pay for a taxi and have to adjust my transportation back to airport and pay more. I have a foot injury and put that in the hotel notes originally and now have to walk a mile to the beach. Hotel is extremely outdated and this has completely ruined my vacation. I spent so much money on dog boarding and taxis and flights and my entire day was a panic of inconvenience and stress and phone calls I could barely make and no one to help me. I dont even want to be here. This entire short vacation is ruined. I want a full refund, this is unacceptable.

  Business Response

  Date: 02/15/2023

  Hi ****,
  
  I are so sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you. Wed love the opportunity to regain your trust. Please accept our sincere apologies. I know how inconvenient it is when a trip does not as planned and I'm sorry to hear about you having to go through what you're going through while being injured. 
  
  Upon investigating your case, I found that there was a technical error when your booking was created which is why the hotel did not receive your reservation. We did contact to the hotel to make things right but they did not have the same room type that you had booked for and they had refused to take payment over the phone, which was why we came to the conclusion to relocate you to the closest available hotel while trying to maintain the standards that you had opted for. I do apologize if the standards at the hotel we relocated you to did not meet your expectations. 
  
  After further review and taking into consideration of the extra expenses that you have occured, I would like to offer you a refund of USD ****** for the inconvenience and trouble that you had to go through. Please reply to this email with your acceptance and I will proceed with the refund. 
  
  I understand how frustrated you must be. Once again, my deepest apologies for any inconvenience this may have caused you.
  
  Please let us know if there is anything we can do further to remedy the situation for you.
  
  
  Kind regards, 
  ******
  Manager
  Rocket Travel Bookings Concierge 

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair 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.

  We booked a pre-paid rental car through ******** travel / Rocket Miles for $291 in *************** for Feb ****. When we arrived at the rental car company - Carwiz - would not rent unless we paid additional non-refundable $314. We called twice to speak with an agent at Rocket Miles to cancel our reservation due to misrepresentation of terms of sale. The agents claimed they were not trained in car rental cancellation and after speaking with their supervisor, advised me that they will call me back within 1-2 hours. No one called back the whole day.

  Business Response

  Date: 02/06/2023

  Hello,

   

  Thank you so much for bringing this to our attention. We are always glad to assist our valuable customers. We have verified the profile and requested a manual adjustment for our customer receiving rewards posted as soon as possible. 
  
  We thank you in advance for your cooperation and are at your disposal to clarify any queries you may have.