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: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.

  
  

• 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!