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:09/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a 2 night stay and was shown 707 amount as my total but was emailed a copy that has 988 usd dollars on it. When I tried to speak to customer service they didnt wanna provide any reasoning has to how the discrepancy occurred. Upon looking further into it my banks account was charged 3 times. 2 for the 707 amount and once for the 988. Never in my life experienced such bad service and fraudulent activities. I authorize one amount and get charged twice and a whole new amount. Have been having the worst time trying to get in contact with anyone that is willing to look into this scam. DO NOT BOOK reservations with them. Looks like a whole scam based on charges and reasoning I am provided.

  Business Response

  Date: 01/05/2023

  Hi ******, Regarding the charges mentioned, we can assure you that we only charged you once for the 2 rooms that you booked through us. About your claim that we charged you incorrectly, yes you sent us a screenshot of price around $700 however, this wasn't confirmed as you encountered an error during the process. You were not charged for that. At the same, when you tried booking the reservation you were able to confirm the one amounting to $900 reservation wherein you agreed to the amount. That's when you received the confirmation with the booking you confirmed. You were also informed that prices may vary from time to time and we don't have control over this matter. Room charges also depend on the selections chosen. With this, we've got an approval to process compensation for the inconvenience.

  
  

• Initial Complaint

  Date:09/13/2022

  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 had booked a hotel through Rocket Travel at the Sheraton ******. A few days before my flight to ******, I had contracted Covid and informed Rocket Travel as such. They mentioned they would contact the hotel for a refund but later mentioned the hotel had decided to enforce the non-refundable policy. I contacted the hotel directly and they mentioned they had never charged for the reservation so there was nothing to refund. Rocket Travel then decided to change its tone and ask who I spoke to at the hotel when I informed them. They are nothing but a scam since I never even received my room receipt.

  Business Response

  Date: 01/05/2023

  Hello *******,
  
  We completely understand that having COVID-19 is not something that you wanted to have, experience and of course, it's beyond your control. That's why as a one-time courtesy, although you have booked a non-refundable reservation we still did our very best to get your refund. We've requested multiple times but still, they stick with their policy.
  
  Please know that we do not work directly with the hotel. We have a supplier in between and according to the email sent by the hotel, "As always we do appreciate your Marriott loyalty but this was never booked through a Marriott channel, and being as such you will have to abide by whatever policy the 3rd party company has." We've requested multiple times but still, they stick with their policy. We apologize but we cannot override our supplier's cancelation policy and we cannot reverse the charge because they've already charged us as well for your prepaid booking.
  
  We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and I apologize for the inconvenience this has caused. We sincerely regret that the response was not favorable.

• Initial Complaint

  Date:08/17/2022

  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.

  Booked a rental car through ******** travel. The reservation code is *********. I was charged an additional $85.60, on top of the original reservation of $109.50 that was prepaid. I was NOT told Id have to pay any additional fees.I could not refuse to pay the fees at the rental agency counter.I contacted customer service on 6/7/22 requesting a refund. Got an email on 6/12 stating theyd look into it and would take 5-7 business days.2 MONTHS LATER and it has not been resolved and whats worse is that Im being ignored now. Need help to resolve this ASAP. Worst customer service ever.

  Business Response

  Date: 08/29/2022

  Hi ********,

   

  Thank you for bringing this matter to our attention and we apologize for the inconvenience we have caused.

  Please be advised that our team already sent a separate email confirming a refund of $85.60 back to your account which should be processed in **** business days.

   

  If you have further questions, let us know.

   

  Thank you!

• Initial Complaint

  Date:07/26/2022

  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.

  We had reservations to pick up a car on Feb 13th 2022 from the Payless at the Norfolk location. Upon arrival, the business was closed, and there was a sign directing customers to the **** counter at the airport. Once we arrived to the airport, the *** informed us that they didn't have access to the Payless information. Soon after, my wife and I made scores of calls to ****, Payless and third party booking (T-Mobile). None of the resources resolved the problem and the car was prepaid, therefore our credit card was charged for a service we never received. We had to rent from another company and we didn't get the money back from our credit card company after submitting a dispute. The company Payless is aware that the Norfolk location was been closed, also that we never received any car rental nor compensation for the hours wasted trying to resolve the issue. Lastly, they can not produce a rental agreement for a vehicle yet we were charged. We have tired numerous options to have our money returned, without any success. It is unethical to charge someone for a service they did not receive, especially since the company fail to update their locations and service. Attached are photos from the front door and an email showing the the reservation was canceled. Despite the reservation being cancelled, we have not received a response nor a refund.

  Business Response

  Date: 07/30/2022

  Hi,
  
  Thank you for bringing this to our attention and we apologize for the inconvenience this has caused you. We are also showing that you filed a dispute with your bank and a decision has been made which favors the merchant of the booking. Nevertheless, we are willing to issue a full refund of $236.66 back to the original payment method but we need you to call our customer service directly to provide your credit card details since we need to do this manually.
  
  We appreciate your patience.
  
  Thanks,
  
  *******
  
  Tell us why here...

• Initial Complaint

  Date:07/21/2022

  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 trip through *********** Travel (Rocket Travel - RT) from August 25 - 30th at the ********************************************. Due to an issue with my children, we needed to change this reservation to September 08 - 13. When trying to change my reservation the following is a series of events:1. July 6, 2022: Initial request to change reservation.2. July 7, 2022: Email from *********** (Rocket Travel) stating it should take 1-2 weeks to process request.3. July 7 - 15, 2022: No response or communication on status of change.4. July 15, 2022: Called *********** (Rocket Travel) stating I haven't heard anything about the request. Stated they couldn't make changes and that they needed Hilton to facilitate changes. Said they would be sending a follow-up email on status of change.5. July 19, 2022: No follow-up received from either Hilton or *********** Travel. Called Hilton where they were instructed to contact *********** while I was on the phone to facilitate the reservation change. They could not get a hold of each other and the change did not happen. Stated I would hear from them in 24 hours.6. July 21, 2022: Did not hear back from them and called where they stated the same thing. Still not resolved and it has been over three weeks.Resolution would be to change my reservation in which neither Hilton nor *********** Travel (Rocket Travel) has been able to facilitate.

  Business Response

  Date: 07/30/2022

  Hi ****,
  
  We understand the urgency of your request and we apologize if we still haven't come up with a resolution until now. Rest assured that concerted efforts has been made and we are constantly monitoring for any progress. We work with a large hotel partner so we have to follow chains when it comes to working such requests. We will keep you posted for any significant updates. 
  
  Thanks,
  
  *******

  Customer Answer

  Date: 08/04/2022

   
  Better Business Bureau:

  The firm was unable to change my reservation in a timely manner (still pending after 1 month relative to initial request).

  Able to facilitate original booking date which was very inconvenient but achievable. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me without additional action.
  
  Sincerely,
  
  ***********************