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.

close

Find a Location

Rocket Travel, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/06/2022

  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.

  I have booked my flight and room to *****. My flight was canceled. I contacted TMibile for cancelation since my flight was canceled and the fee was too much for another ticket. I was told that it was not possible as all was final. This is absolutely fraud that they would keep $ ****** i have called the very next day after booking that I was not able to cancel. Way more than 24hr notice as this was on September 22 and travel date was for October 7th. This is very bad business for a company to keep money from someone that has no need for the room anymore. This company should be ashamed for their fraudulent actions. I could see if I canceled the day of this was the very next day I was notified of my flight cancelation. If my flight was canceled why would I not receive my refund.

  Business Response

  Date: 12/15/2022

  Hi *********,

   

  Thank you for bringing this matter to our attention. 

  We are showing that your initial contact with our concierge was last September 22nd, yet you decided to keep the booking as is, so we did.

  We then received your email asking for your refund last November 7th, a month after your stay. Our team still tried to negotiate a refund with the property despite the slim chance of getting it approved.

  Please note that the hotel approved a one-night refund since the booking was tagged as a no-show with one night penalty. We already processed a refund amount of $357.39 back to your card and this should reflect in ***** business days.

   

  We also would like to remind that we are also subject to the hotel's terms and conditions when cancelling a non-refundable booking and we're unable to override their decision.

  If you wish to dispute the outcome of your request, you might need to call the hotel directly and let us know if you get a different answer.

   

  Thank you!

   

   

• Initial Complaint

  Date:12/01/2022

  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 through RTI tmobile travel with NU Rental. Reservation was from 8/16 to 8/27 under my name in *******. I arrived early to pick up the rental I waited a it was very busy. After 45mins a clerk asked for my Drivers license. Once he saw it he stated that because I was a ******* resident there was an $1000 dollar deposit fee required for ******* residents. ******* residents are given 50 miles per day/are charged additional fees if exceeded. Also, additional fees for tolls. I would be charged all these fees for being a ******* resident. But if you were from another state these fees dont apply.This is discrimination against ******* residents.I asked if we could change the reservation to my sisters name as she lives in NY but they stated that I had to call the third party who booked the rental and request them to change the name on the reservation. After an hour on the phone with them we were told they could only add a person to the reservation not change the name.We went back to the same staff and explained the situation.He said he would speak to his manager about helping switch the name.That took 45mins Once he got back he stated the car I booked was not available anymore the second was the manager offered to give us the same reservation price under my sisters name.He NEVER stated that he would cancel my reservation under my name or that a new reservation under my sisters name was being done.I thought the switch was being made at the same price.My reservation was cancelled without my consent.I am being charged the full amount of the reservation $377.03.No where when you book with RTI tmobile travel and also in NU rental Policy for MCU does it state there are restrictions to ******* residents.In my reservation it states the name of the car i booked which at the time was not available but it does not say additional feels may apply.I never left the agency with a car. This is robbery. All I want is my money/life back after trusting this business.

  Business Response

  Date: 12/04/2022

  Hi *******,

   

  Thank you for bringing this matter to our attention.

   

  We are indeed showing that you called to change the name of the driver however it was denied and we sent an email about it. 

  Few minutes after the email was sent, we received a call asking to cancel due to the terms and conditions by NU Rental. 

   

  We understand the inconvenience caused, however the policy about local renters were stated during the  booking process. (Please see attached files). 

  As much as we would like to issue a refund, our rental partner declined our request and we are unable to override their decision as we are also subject to their terms and conditions.

   

  Thank you!

• Initial Complaint

  Date:11/30/2022

  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 booked a hotel with this agency on 11/29/2022 and paid through paypal. I have yet to receive a confirmation number. I have the hotel name, transaction ID and type, but no other information. I need a confirmation or a refund immediately

  Business Response

  Date: 12/04/2022

  Hi ********,

   

  Hope this email finds you well.

   

  We are showing a reservation under your name at the *************** for March 2-6, 2023 which was made last November 29, 2022.

  Our system shows  that you booked this using the email address ******************, not ********************* and that's where the confirmation email was also sent.

   

  Thank you!

  Customer Answer

  Date: 12/05/2022

   
  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:11/18/2022

  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 prepaid reservation for a car through ********** travel site, for Oct 31, 2021 until Nov 1st. I was unable to obtain the car due to my card not being accepted. I was informed by the Tmobile representative to obtain supporting information from Routes prior to obtaining the refund. In addition, according to the terms and conditions on the website, I am entitled to a refund of any prepaid amount if the travel related supplier provides support, which they have given verbally and by email, to obtain my refund from Tmobile. Now I am being told that another company who was involved in the rental, but were not specified/listed in the terms of my rental or within the terms or conditions of the website, is not allowing me to receive my refund. I would like to speak to someone regarding this matter. Reservation is *********.

  Business Response

  Date: 11/26/2022

  Hi Clea,

   

  Good day!

   

  Thank you for reaching out regarding this matter and we apoligize for the incovenience. 

  Please note that we have already processed a full refund back to your account. Refund process could take 14 business days depending on your financial instituation.

   

  If you have further questions, let us know.

• Initial Complaint

  Date:11/15/2022

  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 the hotel through American Airlines website and paid in full for my stay at the *********************************** on November 1-3, 2022. The amount paid in full was $228.10 as showed. At checkout I was charged by the hotel in the amount of $168.92. The hotel booking company refused to send the virtual credit card over to the hotel to have the amount of $168.92 refunded. I have contacted both the hotel and the booking company multiple times with no resolution. I am requesting payment from the booking company of $168.92.

  Business Response

  Date: 11/17/2022

  Hi ****,

   

  Thank you for bringing this matter to our attention. 

   

  We are showing that we have refunded the full amount of your booking in the amount of $228.10 back to the same payment method since the hotel is unable to reverse the charge of $168.92.

  You will still be receiving the same amount of miles which will be posted in 1-2 weeks from now.

   

  Thank you!

  Customer Answer

  Date: 11/18/2022

   
  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:10/26/2022

  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.

  I traveled cross country from ****** to ******** to take care of my father who has dementia. I chose to drive and used ********* Travel Hotel for my hotel stays. On July 29th I was charged for two different hotels for the same night. After weeks of back and forth with customer service I was told their IT department determined that two reservations were indeed made and that I would have to pay a twenty five dollar fee to have the duplicate reservation cancelled. The representative went on to say that "there were no guarantees". What I think happened was in there process of looking for the cheapest rate, I may have almost booked a reservation with different hotel but changed my mind. I never submitted the booking to complete the reservation. To confirm there validity of this, I received only one e- mail confirmation for one hotel. Every time I gave booked through this company I received an e mail confirmation to verify the booking. In the past I used the service frequently. Furthermore why would I make two reservations knowing the charge was non refundable? I tried rho explain all of this fo customer service but they refused to listen to reason. I believe this is a case of a company having a charge card number in their system and processing the charge whether there reservation was completed or not. Put another way, corporate greed. I would like a refund for the charge for Quality Inn. I uploaded my credit card statements showing a number of duplicate charges. To add to my confusion, I was told some were for stays for the previous day. There front pages show I received no credits. I will not dispute charges for previous days. I have uploaded emails showing the travel services response to my inquiry about the two charges for the same night.

  Business Response

  Date: 10/27/2022

  Hi *****,
  
  Thank you for bringing this matter to our attention. 
  
  We sincerely apologize for the inconvenience and for the delayed response.
  
  Please note that we have already canceled your bookings for Quality Inn ********* and a full refund will be processed. Processing will depend on your financial institution and it might take ******************************** your account.
  
  If you have further questions, let us know.
  
  Thank you!

• Initial Complaint

  Date:10/25/2022

  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.

  I booked a reservation for ******** hotel in ******** during the Hurricane *** warnings- through Rocket Hotel Awards. The confirmation number is ABD7HAT5 for Total refunded96,400 miles + USD964.07AAdvantage cardmember. This reservation was canceled by the hotel because of the hurricane.So far there has been no refund, even though the dispute has been withdrawn from credit card.So please assist me in recovering my money. Thank you!

  Business Response

  Date: 10/27/2022

  BBB
  
  Hi *****,
  
  Thank you for bringing this matter to our attention. 
  
  We are showing that we're already about to process a refund back however our finance team received a dispute from your bank so they void the refund. It also shows that a decision has already been made and it's in favor of the merchant of the booking so you will have to call your financial institution regarding your refund.
  
  If you happened to drop the dispute, our finance team will be needing proof/letter from your bank that it has been dropped. Please note that this process could take weeks up to months to resolve.
  
  If you have further questions, you may contact our concierge line directly.

  Thank you!

• Initial Complaint

  Date:10/11/2022

  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.

  I am a hurricane ian ******* I booked hotel with miles and cash. Hotel advised they refunded due to hurricane and rocket will not cancel my reservation after asking 10 times called and called. I never stayed I canceled before hurricane hit and ther just ignore my request. Help

  Business Response

  Date: 10/22/2022

  Hi,

   

  Thank you for bringing this matter to our attention.

  We are showing that your reservation at the *********************** last September 27 - 30, 2022 has already been canceled. 

  The monetary refund will reflect in your account in 14 business days while the miles will depend with the reward program.

   

  Let us know if you have further questions.

   

  Thank you!

• Initial Complaint

  Date:09/26/2022

  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.

  On Sept 26, 2022, I went on the American Airlines website to redeem miles for a hotel stay. If you click redeem for hotel on the aa.com website, it links you to rocket travel. I selected the ******************************************** for a one night stay (sept 26 - sept 27). I was deducted $10,800 miles and $119 was charged to my credit card. However, I never received a hotel reservation confirmation email as indicated on the online receipt. I called the holiday inn immediately after booking and they had record of my reservation. I then called rocket, but no one answered, I left my phone number for a callback but nobody called back. I called again 30 mins later and waited on hold for 30 mins, no one answered. I also filled out a contact us form marked urgent but no one responded. I also emailed rocket asking for a confirmation email so I can confirm my hotel stay for sept 26. I did not hear back. This website is a scam! Beware. Please refund my credit card for $119 and redeposit the miles deducted from my aa.com account.

  Business Response

  Date: 01/05/2023

  Hi ******, We received your request below to get your hotel confirmation number for your reservation ABS2T2U5 at ******************************************* (2022-09-26) - (2022-09-27). We have called the hotel to make sure that you were able to check-in and ****** from the front desk confirmed that. Also, the hotel was able to locate your reservation when we have provided the confirmation number ********. Please note that is does take time for the reservation to get to the hotel, it would not be able to be immediately confirmed upon booking. Please let us know if you have any further questions.

  
  

  Customer Answer

  Date: 01/06/2023

   
  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.

  I do suggest that they remove the phone number listed online that is empty ended.  It is misleading.  Assistance cannot be reached using the phone number.

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

• Initial Complaint

  Date:09/21/2022

  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.

  I have booked, paid for, and completed reservations and are owed miles that they are unwilling to deliver. I have called and emailed multiple times and do not get an answer other to continue to wait. I only booked on this website for the points, and I either need the points immediately on my account or a full refund.

  Business Response

  Date: 01/05/2023

  Hi ***, Regarding your concern, it appears that your reservation DAT8P4 at the Embassy Suites *********** *************************** made an error on our end. As a result, we had to repair and update the points once more. Points have been posted as of 11/17/2022. Please let us know if you have any other concerns or need clarification.