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:01/30/2023

  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.

  Hi I used rocketmiles.com for 2 separate hotel reservations.They advertise as earned miles will be in my account in 2 weeks .I have not received any miles yet.My first stay ********4-2023 for country inn and suites by radison hotel in ****** ** .My second reservation was January 11 to 23 year at ********** ** at courtyard by Marriott.Total of ***** miles for ******* airlines miles and smiles account supposed to be credited.I called them multiple times every time they say now give us a couple days but unfortunately nothing happened so far.I am forwarding copies of reservation too respectfully *********************

  Business Response

  Date: 02/06/2023

  Hi there. 
  
  Thank you so much for bringing this situation to our attention. We are always happy to assist. We have reviewed our customer's profile, and we have requested a manual adjustment from our loyalty team. We would be working together with our valuable customer in order to have these 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.

• Initial Complaint

  Date:01/28/2023

  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.

  I booked hotel (Sahara in *********) via Alaska airlines website from 12/25/22 to 12/31/22 for $811. The night before I flew out. I received a notice from the airline told me that my flight had been cancelled and there will no other flight available until 12/28/22. The airline agreed to refund my money. However, when I tried to contact Sahara, they informed me that I booked using third party (which turn out to be ROCKETMILES after I contacted Alaska airline). So, I needed to contact this third party. I went to ****** website and no contact information for hotel cancellation beside the "cancel button" requesting to cancel. I have to fill out the all the requirements as to why I cancelled. I acknowledge that I have passed the 2 days cancellation period, but it stated that it will contact the hotel on my behalf. A week later, I received the email stating that they contacted the hotel and the hotel refused to refund my money. I decided to contact the hotel myself and they told me that they did cancel my reservation with no charge. I sent the email to ROCKETMILES requesting a written letter or name of the person and the phone number at the hotel that refused to refund. Now they replied back by saying that they have a "strict non-modify/refundable policy". What I don't understand is if they have a "strict non-modify/refundable policy" why do they allowed me cancel and told me they will contact on my behalf. I feel like they do it to know for sure I'll not make it and they do not have to pay the hotel and turn around not refund my money base on 2 days cancellation policy. At this point, I tried to contact Alaska Airlines for help. They told me there is nothing they can do. I need to contact ROCKETMILES. Is this how airlines do business these days? Just use some third party without taking any responsibility for whatever happen.

  Business Response

  Date: 01/30/2023

  Hello,
  
  Thank you very much for bringing this to our attention. We are happy to assist. We truly apologize for the delay in resolution. We depend on the hotel's approval before providing any type of refund, our cancelation/refund process is handled through our central reservation office reason why we cannot provide screenshots of interactions with hotels. We attempted to get a written confirmation from the hotel to provide a refund, but unfortunately, the hotel took a long time to send this confirmation. We are glad to inform you that today one of our escalations specialists was able to contact the hotel and request refund approval via email. 
  
  The refund has been already processed on our system but may take some days for the bank institution to show funds back on the account.
  
  We appreciate your patience and cooperation. 

  Customer Answer

  Date: 01/31/2023

   
  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:01/20/2023

  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.

  We booked a Reservation through AAdvantage using my Airline credit and miles for the ************* hotel and casino in ****, ****** for January 14th -16th. We had full intentions of making our reservation but approximately 1 hour from the **** area all roads were closed by police and transportation due to blizzard and zero visibility conditions to ****, ******. We immediately contacted the hotel and advised them of the situation. The manager, *******, who was on duty that day said he wouldn't have any issues refunding us our stay given the circumstances and since our reservation was through a 3rd party we would need to arrange for our refund by contacting them. He also said he would have the next higher up manager call me to see what could be done on their end after I had to call him again the next day to ask why they had refused to refund the money. I was emailed by AAdvantage hotels saying they had attempted to get approval for a refund from the hotel but the hotel had declined the approval so it didn't make sense that ******* had said otherwise. He stated no one had contacted him and that as far as he was aware no one had contacted any manager for the hotel but that was why he had another higher up call me the next day. I spoke with ***************************, another hotel manager the next day as ******* had promised, and **************** said that he had also not been contacted about a refund except by me and that based on the serious weather conditions preventing us from even being able to get to the hotel a refund was warranted. I have left and received a couple of follow-up emails from AADVANTAGE hotels after I apprised them of who they could contact directly from the ************* so my refund could be approved but they have not returned any further emails in several days and no refund of my money or my miles (points) have been made either. It was virtually impossible for us to make it to the resort since roads were barricaded. I would appreciate an immediate refund. Thanks

  Business Response

  Date: 01/23/2023

  Hi ****,

   

  Thank you for bringing this matter to our attention. Our system shows that the booking has already been canceled and refunded in full. Please allow *************************************** to your accont.

   

  Thank you!

• Initial Complaint

  Date:01/14/2023

  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.

  Booked a hotel in *** for vacation. Got to the hotel and no reservations were made. They were actually made in a different country. My wife and I were stranded in *** for 6 hours trying to get it resolved. No help from rocketmiles. We had to find a different hotel ourselves and book it. It was **** dollars for this hotel because it was last minute on new years. We sent in the receipt for reimbursement but still nothing. I have contacted them every single day since December 26th until today, (Jan 14th). I have reached out to the ceo of Alaska Airlines and he is aware of this. I have reached out to *******************, prior ceo of rocket travel. I have heard every excuse as to why a supervisor is not available. The staff has admitted many times it was a mistake on their part with my situation. Our vacation was completely ruined by this company. Im not wealthy, I dont have an extra **** dollars to spend. That was the only money for our vacation. We sat in our **** dollar room for 6 days because of your mistake on our hotel reservation. As terrible of a vacation this was because of this mistake, all I want is reimbursement for the hotel I had to book because of your mistake. We literally got to do nothing fun on our trip because of this. Very disappointing. Please help me get reimbursed for the money I had to spend because of your mistake. My reservation code is ASBD5S7R5. Please help. ***********************

  Business Response

  Date: 01/20/2023

  Hi ******,

  Our system shows that an additional refund of $1800.00 has been approved to make up for all the trouble and inconvenience caused during your travel and we already sent a separate email about it.

  If there's anything that we can help you with, please let us know.

   

  Thank you!

  Customer Answer

  Date: 01/22/2023

   
  Complaint: 18812445
  
  I am rejecting this response because:
  I have lost more than **** dollars due to your mistake. I literally contacted your company for nearly 1 month every day to try and recover my money. Your staff lied countless times to me. I will continue to fight for the rest of my money you ***. Your staff admitted many times that my terrible situation was caused by an error on YOUR part. Please reimburse me for the actual amount your company owes me. Thanks.
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2023

  Dear **************,
  
  With regards to your complaint to regarding your booking at ******************** we regret to inform you that we have looked into your claim for additional compensation for the alternate hotel you booked. Kindly note that although we acknowledge that the fault was on our part, we have already issued you a compensation in the amount of $1800 along with the refund of miles and cash you used during booking creation.
  Please know that we have looked into your claim extensively and upon further investigation, we will not be able to further compensate you as we did try to remedy the situation by offering to relocate you to another hotel on the day on the unfortunate event. We truly apologize if this response is not what you were expecting. Thanks for your patience.

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18812445
  
  I am rejecting this response because:
  You did not try to *********** on December 26th, the day of your mistake. You did reimburse **** dollars, and you did reimburse the cost of the hotel and miles. **** does not change the fact that my wife and I had to pay **** dollars for a hotel because of your mistake. I literally had no money for my vacation because I had to get one of the last rooms in the area. I have not been reimbursed for the difference. You owe me 552 dollars to make it right. Your company has not made every attempt to make it right. Please help me get the balance of what Im owed. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/09/2023

  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 asked if I was able to change my reservation to a different date several times though email and their contact us tab on AMERICAN AIRLINES Rocket redemption site. They never responded so I followed up with a phone call. Then they responded later saying they're canceling my reservation and I won't be receiving a refund after I tried numerous ways to not have them cancel it. I just wanted to change the dates and if that wasn't possible then I told them I would just keep the reservation. But they cancelled it anyways and are keeping my money. I would like them to book the rooms that I paid for. If they cannot do that then I should be refunded.

  Business Response

  Date: 01/13/2023

  Hi *****,

   

  Thank you for bringing this matter to our attention. Our system shows that on January 8, 2023 at 4:58 PM CST, you opened your confirmation email and clicked "Managed Reservation" and requested to cancel a booking. Our cancel first policy was also displayed on the screen that you also agreed by ticking the box, which states that "your booking needs to be canceled first before we can negotiate a refund from our hotel partner". This cancel first policy means that once we cancel, your booking cannot be reinstated regardless if the refund is denied. A system-generated cancellation request was then received by our team so we negotiated for a refund but eventually denied since it is a completely non-refundable booking. 

   

  The next day January 9, 2023 at around 1:58 PM, you called us informing that you booked the wrong dates so you wish to change it. Going back to the initial request placed online, due to the cancellation policy, we are unable to change the dates anymore and the cancellation request was also denied.

   

  We apologize for the negative outcome, we wish we could be of any more help but we are also subject to the terms and conditions implemented by our hotel partner.

   

  Thank you!

• Initial Complaint

  Date:01/03/2023

  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.

  I have ******+ Aadvantage miles with American airlines. I want to use my miles to reserve a rental car at the airport. Rocket travel is the company that makes the rental car reservations for american airlines. the website has a glitch and will not allow me to make a reservation to the airport needed. The agent and supervisor at Rocket travel advised me to "just use your credit card because we can't fix it". The onlyreason we got the Citi American airlines credit card was for the mileage for our trip and now we can't use our points. I am very upset with their lack of concern and options and their attitude to not help or fix the problem.

  Business Response

  Date: 01/07/2023

  Hi *****,

   

  Thank you for bringing this matter to our attention and we're deeply sorry for we handle your concern.

  Please be advised that our technical team is working on this and we hope to have an update in the next few days. The previous agents were able to view available options because of their location of being outside the US. We were able to replicate the trouble you are having and have a ticket open to solve with our technical team. As soon as this is resolved we will reply to have you retry your booking. 
  
  
  Thank you!

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18679656
  
  I am rejecting this response because: I do not have faith that the "glitch will be fixed" allowing us to use our mileage unless there is still pressure to do so.  I would like to know what the time frame is going to be.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/13/2023

  Hi *****,

   

  We understand how disappointing this is but rest assured that concerted efforts has been made to get this issue resolved asap. We will surely update you once this is fixed. 

  You might also *********** now and let us know if you are still encountering the same thing.

   

  Thank you!

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18679656
  
  I am rejecting this response because: nothing has changed.  I just tried the website again and get the same message when attempting to rent a car, "We were unable to find offers with your exact search details."  Nothing is fixed!

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

• Initial Complaint

  Date:12/31/2022

  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.

  On December 10th,2022 I booked a hotel with Rocket Travel, Inc. through ******** reference code TDB6DBX7. I was no longer able to book because my Grandmother passed away on Dec. 17th. I wasn't able to travel unfortunately my reservation had no cancellation /no refund policy. I called Rocket Travel to ask what my options were. I was told to contact the hotel directly at ***********************************************. I contacted the Hilton and spoke with the manager by the name of **** which stated that they would give a one time courtesy and refund the money. I also stated to the manager **** regarding the death of my grandmother . I let her know that I needed that money to help bury my Grandmother. I provided all the information and documents to Rocket Travel and the Hilton as requested via email ,but they are still withholding my funds. Rocket Travel also stated that they were waiting on the hotels response I have proof via email per *************************** that they would waive the penalty and Booking.com was also advised to issue the refund. That refund was granted on December 21, 2022. This process along with grief has been traumatizing. I keep receiving emails that they are working on it but I have yet to see the funds back into my bank account. I will never ever book with this company again!

  Business Response

  Date: 01/02/2023

  Hi ******,

   

  Thank you for bringing this matter to our attention.

   

  Our record shows that we did not deny any refund request, but we asked for additional time while we are still working on it. We understand that the property promised you a refund but the main reason why we still can't issue it back the moment you called is because we have to wait for it to reflect from our end. We just had it finalized yesterday and we also processed your refund yesterday less the $25.00 cancellation fee. As an act of goodwill, we waived the fee today and your credit should reflect within 14 business days.

   

  Thank you!

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18666100
  
  I am rejecting this response because:
  Your company states that it took time to process the refund but please help me understand. Due to death in my family, we were no longer able to take a vacation. So we had to follow the necessary steps to email your company to try and cancel the reservation and request a refund. My mother ************************* who also had a reservation was refunded before me. Her refund was in her account about 1-2 weeks already but I kept getting emails about " we haven't forgotten about you". She processed her request after mine I have proof, how do I know this? I assisted her. So why wasn't my refund processed first? I'm the one that reached out to ****** and gave them my name and my mother's name and reservation info, because we had to include both to process the refund. So therefore both names were approved so what was the hold up? I do not appreciate being lied to. The only reason it was processed quickly was because of this BBB report. I would never book again with this company! 
  Sincerely,
  
  *************************

  Business Response

  Date: 01/07/2023

  Hi,

   

  We understand the inconvenience we've caused, so rest assured that we have refunded everything. And as an act of goodwill, we added a $50 travel credit to your account.

   

  Thank you!

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18666100
  
  I am rejecting this response because: You actually think that $50 credit is going to fix the fact that I needed that money to bury my grandmother?? Your company took it's time giving it back!  Just horrible and what a nightmare!! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/29/2022

  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 made a reservation for Dec *****, at ******************************* through TMobile Rocket Travel to attend a nearby concert. I accidentally booked one day too early and wasn't able to get there early. I paid over $600 for this reservation. I have been on the phone the last three days with the hotel and TMobile/Rocket Travel Agency to try to secure my reservation- not even asking for a refund for this first day, but to be able to arrive on the second day of the reservation without having my whole reservation canceled. I was told I would get an email with this approval at any moment. I waited and waited and called and called. Finally, I was told my request was denied at the last minute. I never received any email. Having this request denied, which I have never heard of anything so outrageous, is already grounds for a scathing review. Next, I was told that I should cancel my whole reservation and ask for a refund. I sent an email to Tmobile ROCKET Travel Agency and the hotel asking for something in writing concerning this refund. Not even a courteous response. Nothing. Today I got a notice saying my whole reservation is canceled and I will receive no refund at all. ZERO. They TOLD me to cancel the reservation for a REFUND!! This doesn't even mention that now I can not attend the concert and must lose that experience and the cost of the concert as well.

  Business Response

  Date: 01/02/2023

  Hi ******,

   

  Thank you for bringing this matter to our attention.

   

  Our records show that we relayed your request to the hotel, but they denied it and our concierge advised you the same when you called us on December 28th.

  After the hotel denied the request, you asked us to cancel the booking, which we accepted but without any refund guarantee. Unfortunately, our hotel partner denied the refund but as an act of goodwill, we still processed a 2-night refund with an amount $405.00.

   

  Please allow *************************************** to your account.

   

  Thank you!

   

  Thank you!

  Customer Answer

  Date: 01/03/2023

   
  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:12/17/2022

  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.

  On 12/17/22 I tried to book a rental car through ******** Tuesday app (They use Rocket Travel). Once I clicked confirm reservation, it stated my payment didn't go through, and to try it again. I tried it again, and I noticed my credit card was charged twice. I didn't want to try again, since my card was already charged twice. I never got a confirmation email or anything from Travel Rocket. I would like to get a refund for the duplicate amount that was charged to my card, and a confirmation # so I can actual rent a car.

  Business Response

  Date: 12/24/2022

  Hi,

   

  Thank you for bringing this matter to our attention.

  Based on our records, we did not charge your card for those two booking attempts where you encountered an error. 
  
  If you have further questions, let us know.

   

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

• Initial Complaint

  Date:12/13/2022

  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.

  I made a reservation for a hotel stay for Jan *****. My reservation number TDM6G5D7. When I called them to cancel the room they said they would try to cancel it with the hotel even though it was non cancelable. First, I was never advised there would be a $25 fee for this service. Second, they never advised me that if I decided to go this route the whole reservation would be cancelled and I would lose the entire reservation which I paid $167. I received an email from them the next day saying they could not cancel the room. I was still under the impression that because they could not cancel the room it should still be open with the hotel. But nope, they said I lost the $167 as well. No where on their website states this policy. I was never advised this on the phone. Even the email they sent me they never said anything about this policy. You are speaking to a non English speaking person from another country. They never explained any of this. If that was the case I would not have gambled and lost the entire reservation plus my $167. I have never heard of anything like this before. I contacted the hotel just to see if there was even a reservation open for those days and they said nothing was ever booked with this company. They are just scammers. They internally did not approve the cancellation but never booked it with the hotel either. I want my refund back of $167 or I want the hotel reservation to be open so I can stay at the hotel for those days. They are stealing people's money for service they never completed. How are they allowed to keep the entire amount of the reservation and not even book the hotel room? BBB need to really look into this company. I booked it via my Tmobile app. ******* really needs to see who they are doing business with.

  Business Response

  Date: 12/15/2022

  Hi *****,

   

  Thank you for bringing this matter to our attention.

  We sincerely apologize for what happened and if your request was denied. We reviewed the call recording during your first call and our concierge advised, in verbatim "we will cancel the booking internally and then we will negotiate with the hotel", in addition to that, the concierge stated that your "reservation cannot be reinstated if the hotel denied the refund". 

  We understand how disappointing this is, but since we are subject to the hotel's terms and conditions when cancelling a non-refundable booking, we can't override their decision.

   

  Thank you!