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:05/31/2024

  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.

  Paid for bonus miles that have not been awarded. I paid an additional $200 for ***** bonus miles. I received my base ***** miles within a week of my hotel stay. But my bonus miles never showed up. I kept emailing and calling and the only thing said is they will "escalate" my concern. First they told me they have the wrong account number which makes no sense as they easily deposited the first set of miles.When I asked for my money back, they refused. It is too late for me to file a dispute with my credit card. Now on the phone, they said it will take "some time" to look into it. I know it is their plan for me to get so frustrated that I will just give up and Rocketmiles will have screwed me out of $200. Every time I call or email, they just keep telling me to wait 2 weeks for the issue to be resolved. ********, a supervisor, told me on May 24th, that I would receive the miles within a week and she would call me back personally. Of course, I have heard nothing. I posted my review on Trustpilot and someone named **** also told me to wait "Just 2 weeks". I just now got off the phone with ******** for the second time who admitted they do not give money back even if miles are not posted. So in fact, she admitted to stealing from their customers.

  Business Response

  Date: 06/03/2024

  Hi ********,
  
  I'm sorry to hear that you still haven't received the additional miles you paid for.
  
  After reviewing the situation, I found an error that is preventing us from sending the ***** miles to your account. Unfortunately, the system continues to generate an error each time we attempt to credit the miles. We are still investigating this situation to fix it as soon as possible, so you can receive your miles.
  
  I sent an email to you today, and I will keep you updated and aim to provide more information by the end of the week.
  
  Thank you for your patience and understanding.
  
  Kind regards,
  
  ***********************; 
  Customer Loyalty Manager  
  ********************** Concierge  
  *************** (International)  
  ************** (US & ******)
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21786358
  
  I am rejecting this response because:

  I have received 9 separate emails since April 18th from Rocketmiles that all say the same thing that is stated in this response. They say that they see the error, they are trying to fix it and to give them a week to fix it.  This includes at least 5 phone calls with supervisors and others who also tell me to just "wait a week".   Every time I ask for my money back, they avoid that question all together and refuse to respond.  They just keep saying to please wait a week.  I have told them to just refund my money, I don't want the points anymore.  But they refuse.  Attached are screenshots of the same reply over and over again.  I know their scheme is to get me to get so frustrated that I will just give up.  If they really cared about my business, they would simply refund my money.  Also, to clarify, I paid two separate amounts. One amount for the hotel, and another amount for the ***** bonus points,  I only expect the amount refunded for the bonus points. This amount is just over $200.

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

  Business Response

  Date: 06/04/2024

  Dear ********,
  
  I want to express my sincere understanding of the frustration this situation may have caused. Please accept my apologies for the delay; instances like this are thankfully not usual.
  
  Rest assured, our team is actively engaged in finding a solution. While I understand you may have heard similar assurances before, I kindly ask for your continued patience.
  
  With warm regards,
  ***********************;
  Customer Loyalty Manager
  ********************** Concierge
  *************** (International)
  ************** (US & ******)

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21786358
  
  I am rejecting this response because:  It has been a week, and still nothing has happened.  As in the first response, I was told the points will be posted within a week. Still nothing.  And they refuse to respond to my question of a refund of my money for the missing bonus miles.  Seeing that they continue to refuse to respond to my question about a refund, tells me and the world that they have no plans to send me my miles or refund my money.  

  In the photos, you can see the ***** miles is still pending and the other photo is my account that shows that no miles have been posted recently.

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

• Initial Complaint

  Date:05/31/2024

  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 JOALI hotel with booking ID ********* on 5/22/2024. I received a confirmation e-mail. I called the hotel next day and the hotel did not confirm the reservation. Contacted Rocket Travel and they confirmed that their partner actually did not confirm the booking. Its good that we checked, otherwise we would face problems on arrival. An offered alternative room type did not match our requirements. They requested refund confirmation because of booking failure at partners or hotel fault, and we wait for a confirmation from their partner since Monday 05/27/2024. Now we have no reservation, and we have no funds to re-book another hotel on the same dates. At the moment 5 business days have passed, and we are still in the same situation. The choice of hotels becomes worse as we approach our trip days. The support is not helpful, they just tell to wait, their partner is not responsive, and there is nothing they can do about it. If there was some technical reservation glitch or it was a partner fault, the refund must be provided to your customer without a delay!

  Business Response

  Date: 06/04/2024

  Hello *****,
  
  Thank you for sharing your feedback with us.
  
  Upon investigation, we found that due to a technical error, the hotel did not receive your reservation. I am pleased to inform you that a full refund has been processed. Although Citi processes refunds immediately, it may take up to ********************************************* your account, and in some cases, it might not be completed until the next billing cycle.
  
  We understand how frustrated you must be. Please accept my deepest apologies for any inconvenience this situation may have caused. We wish you all the best moving forward.
  
  If you have any additional questions, concerns, or comments, or if we can assist you in any way in the future, please do not hesitate to reach out.
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:05/31/2024

  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.

  Paid for room with balcony and beach view Upon arrival at hotel, they reported rocket travel travel only booked regular king room, no view I had to pay upgrade fee in the attachment AA travel told me over the phone, they were showing king room with balcony and gulf view as well on my booking.

  Business Response

  Date: 06/10/2024

  Hi ******,
  
  Hope this email finds you well.  

  Thank you for reaching out to us. We are pleased to assist you. Your message has been received, and we are now commencing a thorough investigation into the circumstances surrounding this situation. We apologize for any inconvenience caused by not receiving the room type you were expecting. Our technicians will carefully examine whether there were any technical issues during your booking process. Please be aware that this investigation may take up to 72 hours to complete. We will keep you informed of our progress and provide updates via email.
  
  Kind regards, 
  

  Loyalty Manager

  Cristofer L
  AAdvantage Hotels Concierge 
  ************** (US & ******) 
  ************** (US Toll Free)

• Initial Complaint

  Date:05/30/2024

  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 thru Rocket Travel at **********************. The hotel room is broken and unsafe to stay. Rocket Travel is not helpful in negotiating with the hotel. I request Rocket Travel to refund me as it is Rocket Travel's responsibility to make sure the hotel room on their web is safe.

  Business Response

  Date: 06/12/2024

  Dear *****************************,

  With reference to your booking ID ********* as detailed below:
  
  Hotel: **********************
  City/Country or Region: ********/*******
  Arrival: August 7, 2023
  Departure: August 8, 2023
  
  
  I hope this email finds you well. I wanted to reach out to apologize for the delay in processing your refund request. We understand the inconvenience caused by the hotel and are working diligently to resolve this matter for you.
  
  Currently, we are still in the process of contacting the property to gather all the necessary details for your case. We appreciate your patience and understanding during this time.
  
  In the event that the property declines the refund, we would like to offer you a compensation as a gesture of goodwill. You have the option to choose between a cash refund of 15% of the booking amount or $50 worth of Thankyou points which can be used for your future bookings.
  
  We recognize that this may not fully make up for the inconvenience you experienced, but please know that we are doing our best to assist you in this situation.
  
  Please take your time to decide on the compensation option that works best for you, and let us know so that we can proceed accordingly.
  
  Thank you for your understanding and cooperation. We are here to support you every step of the way.

   

  Kind regards,
  *************************
  Manager
  Citi Travel Service Center
  U.S. Toll-Free: ************** For TTY: Use 711 or other Relay Service
  International: **************

• Initial Complaint

  Date:05/27/2024

  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 through RocketMiles/AAdvantage, using American Airlines miles, ***** (equivalent of $774), to be exact. Dates of the stay were 5/23 through 5/25. On 5/21, the reservation (res. number *********) became non-refundable. On 5/22, following a positive Covid diagnosis, I reached out to RocketMiles in order to see if there was anything that could be done to cancel the reservation. I was then informed that RocketMiles had reached out to the hotel and were told that the reservation could not be cancelled and my miles could not be refunded. I followed up with the hotel the following morning, May 23rd, to learn that the reservation was still showing up in their system as current and decided to proceed with the reservation so as not to waste it, using this opportunity to recover while keeping away from others.2 days after I checked out of the hotel, I learned that RocketMiles actually did cancel my reservation and failed to make a payment to the hotel on my behalf. The hotel charged me the going room rate which is $275 for a total of $550. When I contacted RocketMiles, I was informed that my request to cancel actually constituted a cancellation (something that I would have never agreed to and was not disclosed on their website despite their contention to the contrary - they have since refused to provide me with evidence of this verbiage) and my miles were not refundable to me. This was in spite of the fact that in my AA Hotels online account this reservation is listed as "Completed", not "Cancelled" (different to another, for 5/25-26 that they did manage to cancel and that showed up as "Cancelled" under a separate tab). Effectively, I paid for the same room twice. This is not acceptable and should not be legal.RocketMiles can solve this one of two ways:1. Refund me my ****** miles and I will proceed to pay the hotel the $550 they charged me or 2. Pay the hotel on my behalf as they should have done in the first place and the hotel will refund me the $550.

  Business Response

  Date: 06/11/2024

  Hi ******,
  
  Thank you for sharing your feedback with us.
  
  I sincerely apologize for the inconvenience regarding your refund request. When you initiated the cancellation through "Manage My Booking," our policy for nonrefundable bookings was clearly communicated:
  
  1. The reservation must be canceled first to attempt a refund, and it will remain canceled regardless of the outcome.
  2. A $25 USD fee is charged for canceling nonrefundable reservations if the refund is approved.
  3. The refund is not guaranteed as it depends on the hotels policy.
  
  Regrettably, our hotel partner decided to enforce the reservation's nonrefundable policy and denied the refund request.
  
  I understand this is not the resolution you were hoping for, and I apologize for any frustration this may have caused. Since our hotel partner denied the refund and this information was disclosed to you at the time of cancellation request, we are unable to issue a refund.
  
  Best regards,  
  *****

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21766335
  
  I am rejecting this response because: despite repeated requests, the business has declined to provide evidence of point 1 in their response, namely, where it states on the website that, upon the cancellation request, the reservation will immediately become cancelled, irrespective of whether the hotel grants the request. Had this been as clear as ***** suggests, I never would have made the request as it wouldn't have made any sense for me (or, indeed, anyone with a reservation for which an exception is being requested) to do that. I have spoken with ***** directly and she has refused to send me this evidence, only saying that an internal team will conduct an investigation and get back to me. That is unacceptable, because this internal team only serves the purpose of its organization, resulting in a clear conflict of interest, and this lack of transparency indicates that there, indeed, does NOT exist the evidence they are relying upon to deny my refund. Until a screenshot with these terms clearly outlined is provided, I will not accept any response from this business short of a full refund of my ***** miles.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/14/2024

  Hello ******,
  
  Thank you for getting back to me.
  
  I sent you an email yesterday containing an image that clearly illustrates the exact wording and the checkbox required to initiate the cancellation process for your nonrefundable reservation. This step was necessary as per our policy.
  
  I want to emphasize that we made it clear to you that selecting this checkbox would result in the reservation being permanently canceled, regardless of whether a refund was approved or not. Unfortunately, our hotel partner has chosen not to approve the refund.
  
  If you have any further questions or concerns, please don't hesitate to contact me.
  
  Best regards,
  *************************
  Customer Loyalty Manager
  )

  Customer Answer

  Date: 06/17/2024

   
  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 dont know why it took you a month to send me the screenshot. I am still baffled by the fact that youre able to get away with essentially stealing people's points for nothing, but at least this is something I can now take to the hotel and tell them that they had no right to tell me that I had a valid reservation.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/18/2024

  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 placed a hotel reservation on Citi Travel which powered by Rocket Travel (ID: ********** on 5/17, but suddenly i realized that i forget to use a coupon and cancel the booking within 5 minutes. Then i realize that this is a non-refundable order.So i contacted the citi travel via phone and CS contact their partner (Rocket), the reply is it need a decision from the property. If hotel approve, then i will get the refund. I also call the hotel immediately and a nice supervisor did find my record in system and she agreed to refund if the travel agency call them.Around 11pm 5/17, i got a email from Citi Travel that the property refused to refund and nothing they can do. Full charge not refund but no any proof listed from hotel.Then i call the hotel again and luckily the same supervisor involved. She said that she did get the agency call later yesterday night and she told them clearly that hotel approve the refund. She is also surprised that the agency lie to me, ask me to forward the email and reply me the truth that she verbally told the travel agency they approve my refund.I contact citi travel agent 5/18 and the first CS still insist the property denial the refund but just speak again and again, no evidence/proof to show the property denial. She just mentioned that they did everything perfect and nothing wrong with them. Later a supervisor take my phone and said that even the property approve, their partner can still deny. very rogue.According to their email, the cancellation policy depend on the property approval. I understand that and i know this so switch to them immediately for help. Its just within 5 minutes, no any loss for them but they still insist they did totally right, the hotel refused my refund.The truth is the hotel approve the refund, so all the amount goes to **************************** This is scam, crime activity. Lying to the client, must complain such grab money criminal.

  Business Response

  Date: 05/22/2024

  Dear *********,

  With reference to your booking ID ********* as detailed below:
  
  Hotel: SpringHill Suites by *****************************
  City/Country or Region: *********** (**)/*************
  Arrival: May 22, 2024
  Departure: May 24, 2024
  
  
  We are deeply sorry to learn that your experience with our company did not meet your expectations. At ****, customer satisfaction is paramount, and I regret that we did not live up to this commitment in your case.
  
  Understanding the importance of your concerns, I will personally take the initiative to liaise with the ***** Office Supervisor and our booking partner, Expedia to explore any possible solutions regarding your booking. While we rely on Expedia and hotels approval for cancellations, and cancellation is generally not guaranteed, we are committed to doing our utmost to assist you.
  
  As per the hotel's policy, any cancellations or amendments are subject to a full charge, as disclosed on our website and detailed in your confirmation email. Please understand that these terms are stipulated by the property, and Citi adheres to these guidelines.
  
  Currently, your booking will remain active until we possibly secure approval from Expedia for a courtesy cancellation. We ask for a bit more time to handle this matter effectivelywe aim to provide you with an update within the next week after our discussions with Expedia and the hotel.
  
  We are truly sorry for any inconvenience this issue may have caused you. We appreciate your patience and understanding as we navigate this situation. Meanwhile, should there be anything else that we can do to assist you further, please do not hesitate to reach out.
  
  Thank you for your attention, and we look forward to resolving this matter to your satisfaction.
  
  
  Regards,
  *************************
  Citi Travel Service Center
  U.S. Toll-Free: ************** For TTY: Use 711 or other Relay Service
  International: **************

• Initial Complaint

  Date:05/15/2024

  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 rented a car through AAdvantage miles redemption program which is handled by Rocket Travel. I paid ****** miles and $242.04. Our AA flight was delayed by 3 hours. When we arrived at the counter in **** they told us that THEY had cancelled the reservation and no refund would be given because we were 3 hours late picking up the car. I have emailed and talked to representatives at Rocket with no resolution.

  Business Response

  Date: 05/16/2024

  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 rental car company and look into this complaint further as we heavily rely on the agency 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 rental companies 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 Rocket Travel follows the policy given by thus, cannot cancel/amend it.

  At this time, your original booking remains as is until/unless the rental company 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 them.

  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
  RocketTravel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21718086
  
  I am rejecting this response because:
  This is still unresolved.  The answered I have received from them did not resolve the issue.
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/04/2024

  Hi *********,
  
  Thank you for your patience while we worked to address the issue concerning your recent car rental booking.
  
  We have been in communication with the rental company to understand the details surrounding your reservation. According to their records, your arrival at the pick-up location was delayed by three hours from the scheduled time. Unfortunately, this delay resulted in the originally booked vehicle becoming unavailable.
  
  The rental company informed us that they offered you an alternative vehicle, which they mentioned was not accepted by you. After thorough discussions and efforts to negotiate on your behalf, the rental company has decided to adhere strictly to their policy, which does not allow for refunds under such circumstances.
  
  We sincerely apologize for the inconvenience this situation has caused. Please let us know if there is anything specific we can assist further to help alleviate any further concerns or inconvenience.
  
  Thank you for your understanding.
  
  Kind regards, 
  *************************
  RocketTravel Concierge 
  ************** (International) 
  ************** (US & ******)

• Initial Complaint

  Date:05/15/2024

  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 1/15/2024 I made a reservation for a 1 night stay, 4/28/24 - 4/29/24 at the Home2Suite by ****** in ********* Md using points on my AAdvantage Credit Card. Confirmation # *********. ****** points were redeemed at that time & deducted from my account. AAdvantage Hotels/Rocket Travel handled this transaction for the *********************** Rewards program. I have documentation of this transaction and also an e-mail they sent me 4/28/24 to remind me of my upcoming stay. Upon arrival at the Hotel, the Hotel doors were locked, lights off & a small sign was in a window stating the Hotel was closed for renovations. I called the support concierge # for Rocket Travel & spoke with a representative who said he would call me back in 2 hours to advise & help. I never received a return call. I called Rocket Travel again on 5/3/24 & was told to contact ************** I called ************* & was told the Hotel in question was now permanently closed, & Rocket Travel would have been notified when this decision was made so as to inform booked customers a different Hotel needed to be used. ****** also stated no monies change hands until the customer checks in - therefore ******************** was holding my redemption miles. I have sent all documentation to Rocket Travel/AAdvantage Hotel & requested my miles be refunded to my account. They have responded that this case is officially closed & since the booking date has passed, no refund will be processed. I feel this falls under the jurisdiction of a ************* I would appreciate any help you may give me towards a resolution and perhaps prevent this type of fraud from happening to another customer. I will be happy to send you the documentation mentioned if you would find helpful.

  Business Response

  Date: 05/23/2024

  Hello *******, 
  
  I am writing to provide you with an update on the resolution of your booking issue.
  
  I am pleased to inform you that I have now processed a full refund for the miles you redeemed for your reservation. This refund will be reflected back in your AAdvantage account within the next few days.
  
  As previously mentioned, I am also working on determining the appropriate compensation for the inconvenience and distress caused by this situation. To ensure a fair and thorough assessment, I kindly request an additional 3 to 5 working days to finalize the compensation amount.
  
  Please rest assured that I am committed to resolving this matter to your full satisfaction. Your well-being and positive experience with our company are of utmost importance to us.
  
  Once I have finalized the compensation details, I will promptly provide you with an update directly via email. If you have any further questions or concerns, please do not hesitate to reach out to me.
  
  Thank you for your patience and understanding throughout this process. We value your loyalty and appreciate your cooperation in helping us resolve this issue.
  
  Kind regards, 
  Ain
  Manager
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

  Customer Answer

  Date: 05/28/2024

   
  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:05/15/2024

  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 had points from ********* Airlines that I used for a hotel-**********************, **. I was supposed to be at the hotel 5/15-5/18. There was a no cancellation/refund policy. Unfortunately, I tested positive for COVID. I am not able to get on a plane. I called Rocket travel who is the third party for booking the hotel through southwest points. I was told that as long as I could provide proof of covid, which I said I could and the hotel was okay with changing the dates I would be able to change the hotel. I was on hold for 1 hour 45 minutes, they would come back for 2 minutes here and there. While on hold I spoke to the delta and they said they were fine about changing the dates, but rocket travel had to on their end. Rocket travel told me delta needed to change the dates and it was not allowed. They denied my request. I called delta hotel back the next day and they actually called rocket travel for me saying they would honor my request and change the dates, rocket travel then denied it. I am not sure why they told me they would change the dates as long as the hotel approves and I could send proof of covid, but are now saying absolutely not. I spoke to ***** at rocket travel who was of no assistance. As my friend said who heard the entire conversation-it was like a ping pong match, nothing lined up with what they are saying. ***** said THEY COULD CHANGE THE DATES! It just needed to be done on the rocket side. all I want is to go to this hotel in two weeks instead of this week. it is not right that I get on an airplane and infect others.

  Business Response

  Date: 05/16/2024

  Hi *******,
  
  Greetings from Rocket Travel!
  
  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) were 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.
  
  After contacting the hotel and our 3rd party booking partner, we were informed that the reservation cannot be amended due to system limitations despite the approval from the hotel.  As such, we are happy to report that a refund has been processed back to you. Rocket Travel processes refunds immediately however, it could take up to 3 business days for Southwest to reflect the miles in your account. The timing depends on Southwest and its policies. Rocket Travel does not have control over this timing.
  
  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 you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.
  
  
  
  Kindest Regards,
  
  *************************
  Manager-Escalations
  Rocket Travel Concierge
  ************** (US & ******)
  ************** (International)

• Initial Complaint

  Date:05/01/2024

  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 through RocketMiles AAdvantage Hotels Concierge, then immediately had to cancel the booking. I contacted this company to get a refund and they said no, the hotel already charged it and they will not refund. I then quickly called the hotel, and they stated they had NOT charged for the room and a refund was fine because there hadn't been a charge yet on their end.So I called Rocket back and spoke to a different agent, who agreed to cancel and refund the money, but the phone got disconnected in the process. Then I called back again, a different agent, who claimed she didn't see anything in the system. I sent numerous emails and phone calls to no avail. 1.5 months later, I get an email response. This company is a scam and American Airlines should part ways with this company, it is not a quality service.

  Business Response

  Date: 05/02/2024

  Hi *****,
  
  Thank you so much for your response. We are truly sorry about this inconvenience. However, please keep in mind at the moment the reservation was created you chose a non-refundable/non-amendable policy. These are strict policies of the hotels themselves. Please also notice that even for that date the payment was not in their system. The hotel on the check-in date and time automatically will charge the reservation, even if it is used or not. We are always happy to look for an exception for you. However, we are subject to the hotel's policies. We contacted to the hotel the very first time you reach us and our request was denied. We re-escalated the request and contacted the hotel, but still our request was denied. We explained to the hotel you were promise a refund from them but they mentioned since the reservation is under a non-refundable policy they cannot proceed with any type of refund. 
  
  As part of the policies, hotels have been established. We are happy to send a cancelation/refund request. But remember due to a strict non-refundable/non-amendable policy this is not a guarantee for any situation. Also is not an immediate process and may take 3-5 business days. 
  
  We hope this information helps you to clarify this situation. We remain at your disposal for any further queries you may have. 
  
  Kind regards,
  
  ********************** 
  Loyalty Manager
  AAdvantage Hotels Concierge
   **************  (US & ******) 
   **************  (US Toll Free)

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21652391
  
  I am rejecting this response because: I spoke with the hotel personally to cancel, they had not charged for the room at that time, and they stated I needed to cancel through Rocket. The Hotel stay was then canceled again through the Rocket customer service (3 separate calls and multiple emails), if Rocket failed to notify the hotel in time, that is a failure on Rocket.
  
  Sincerely,
  
  *****

  Business Response

  Date: 05/02/2024

  Hi *****,
  
  Thank you so much for your response. We are happy to work for you. We kindly ask you to keep in mind this reservation was set up under a strict non-refundable/non-amendable policy. You had a time frame to cancel this reservation free of charge. Please check the cancelation policy you choose and agreed with at the moment you created your reservation "This booking will be 100% refundable if cancelled by 09:59 AM local time on March 23, 2024. After this time, the booking is non-refundable and cannot be changed or cancelled, to the extent permitted by law. Subject to local laws and regulations". Remember you contacted with us first time on March 26th. We immediatly same date contacted the hotel. But, unfortunately, our request was denied. 

  After this email you did not agreed the resolution and we keep attempting to contact the hotel and escalate this situation, in order to get a refund for you. However in every attempt we did our request was always denied. As we mentioned before we are glad to attempt an exception to the policy for you. But, we are subject to the terms and conditions hotels have established and we are unable to override their decision. Please check the screenshots attachments, showing your cancelation policy and also showing the date of the first email we sent you. 

  We hope this information helps you to clarify this situation. We remain at your disposal for any further queries you may have. 

  
  Kind regards,
  
  ********************** 
  Loyalty Manager
  AAdvantage Hotels Concierge
   **************  (US & ******) 
   **************  (US Toll Free)

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21652391
  
  I am rejecting this response because: The strict non-refundable/non-amendable policy referred to by Rocket is not made clear upfront to customers prior to searching their website. It is also not presented in a way that conforms with current *** standards for people with visual impairments. Attached is their website *** *************** As a person with a visual disability this is very concerning, and using a website that is in non-compliance is subject to suit for violating the American Disabilities Act.
  
  Rocket also did not make clear all the policies of the different Hotels prior to customers using their website so that I could make an informed decision. Nor did they present it in a manner that I could consume. Therefore as a consumer, missing the informed consent to a Hotel policy of which has not been presented by the Hotel, nor having it communicated to me in a manner that could be understood, and my choices and alternatives to said policies of the different *************** the consent is impossible and void.

  
  Rocket is simply trying to defer their responsibility to the Hotel, when it is Rocket who charges for the stay immediately and does not want to refund the canceled stay.
  Rocket as a company whom is supposed to provide consumer services that are convenient and supportive to all peoples with and without disability, whom has online ratings of 1.5 stars, has an online reputation for deceptive practices and unsatisfactory consumer experiences. If Rocket is unwilling to return the amount paid to them, then I may have to seek counsel regarding my Rights under the Disabilities Act.
  
  Sincerely,
  
  *****