Booking.com seem to use these morons (without your consent) as an intermiedery for some bookings. Rocketmiles did not send a confirmation email, meaning I was unable to modify the booking anywhere as... Mehr ansehen
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
Rocketmiles upphörde med sitt samarbete med Norwegian den 23/2-2024 Hade då en bokning som skulle inbringa 1000 cash points hos Norwegian. När jag kom hem från resan fick jag ett mail om att cash po... Mehr ansehen
Unternehmen hat geantwortet
Mi sono iscritto per poter partecipare alla promo per avere 2500 miglia sulla prima prenotazione. Quando ho chiesto informazioni sul perché non mi avessero accreditato le miglia, mi hanno risposto c... Mehr ansehen
Unternehmen hat geantwortet
Nadie responde por correo electrónico. Tienen pendiente devolverme 8,000 millas por su pésimo servicio, pero hasta el momento, no volvieron a contestarme por correo electrónico. Me han dado dos número... Mehr ansehen
Unternehmensdetails
Kontaktinformationen
IL, Chicago, Vereinigte Staaten
- +1 (773) 257.7680
- concierge@rocketmiles.com
- rocketmiles.com
1,4
Ungenügend
411 Bewertungen
Hat keine negativen Bewertungen beantwortet
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
I made one reservation with them and I…
I made one reservation with them and I received my miles, but after that things went downhill. My second reservation went through for Chamonix, and also made a third reservation for Paris. I both received confirmation from them. But then I emailed the hotel in Paris to ask for a request, the hotel said that my booking was cancelled by third party. I emailed the rocketmiles but no answer. Then I emailed the hotel in Chamonix luckily my reservation was confirmed over there. My reservation for Paris was charged on my credit card, but the response from the rocketmiles was they dont know hat happened. So I made a booking directly from the hotel. Also I was supposed to receive 13.000 miles from the reservation in Chamonix, but no miles were sent to me. the mail I received was "Our Technical Department tells us that they do not have an estimated time to resolve the error.". After all that now I can't login to my account. When I try to login it says "We were not able to find a user with that email and password." However when I want to reset my password with that same email I receive a mail from rocketmiles and I can reset my password?? Now I opened a new account and emailed them if they solved their issues but no response from them for 3 days. overall very bad service
1. Februar 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Cem.
Thank you so much for contacting us. Your feedback helps us to improve, and we appreciate your comments. We are glad to work for you, we have performed a deep investigation into all circumstances involved in this situation. We have reviewed your account and found some discrepancies into your account. We take account security very seriously to protect our customer's data security. We have sent an email to recover all the necessary information for us to update your account.
We appreciate your valuable time and kind patience. We will be waiting for your answer to the email we sent you. We remain at your disposal for any further queries you may have.
Kind regards,
Cristofer L.
Rocketmiles Loyalty Manager
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
Rocket Miles are fake
Booked two hotels using Rocket Miles with the promise of a $50 Amazon gift card and a $55 Amazon gift card.
I never received them and was given lame excuses why there was delay.
Now I've been blocked from logging in with my password and they wont recognize my email anymore.
DO NOT USE THEY ARE FAKES
8. Oktober 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello David.
Thank you so much for your feedback. Your comments help us to improve. We appreciate you bringing this situation to our attention. We have tracked a reservation and found no reward account linked to the reservation. We have sent a message to your email address asking for more information to make this situation right for you. We guarantee you we will work hard to solve this situation for you.
We appreciate your valuable time and kind patience. We remain at your disposal for any further queries you may have.
Kind regards,
Cristofer L.
Rocketmiles Loyalty Manager
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
Extremely Disappointed
Extremely Disappointed: Booking Cancellation Chaos and Financial Losses
My recent experience with Rocketmiles was beyond disappointing, resulting in significant financial losses and immense inconvenience for me.
I made a reservation through Rocketmiles on 15/11/2023 for Furama Riverfront (singapore)with the expectation of a smooth check-in process. However, upon arriving at the hotel on 15/11/2023, I was shocked to discover that my booking had been canceled, leaving me stranded without accommodation.
Both Rocketmiles and the hotel engaged in a blame game, accusing each other of the cancellation while I, as the paying customer, suffered the consequences. The hotel, taking advantage of the situation, insisted on charging me higher prices for a new booking, leaving me no choice but to bear the additional financial burden.
What's more frustrating is that the Rocketmiles app continued to display my confirmed booking status even on the day of my check-in, and I had received an email confirming the reservation just a day before my planned arrival.
The cancellation not only resulted in financial losses but also deprived me of the airline mileage benefits, which was the primary reason for choosing Rocketmiles in the first place.
This ordeal speaks volumes about the inefficiency and lack of accountability from both Rocketmiles and Hotel. The disregard for customer satisfaction and the resulting inconvenience are unacceptable.
I strongly advise caution when relying on Rocketmiles for bookings, as their lack of reliability and accountability can lead to severe financial and logistical troubles for customers.
Booking reservation number: 669633374
Awaiting Rocketmiles reply on the matter.
17. November 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Teng,
Thank you so much for contacting us. We are glad to assist you. We appreciate your feedback, your comments help us to improve our services. We have reviewed all this information. We first would like to offer our apologies for this situation. We received an email from our central reservation office stating hotel was not going to be able to provide the services for this booking. On our eagerness to help, we found two alternative options: Studio M Hotel and Hotel Bencoolen. Unfortunately, we did not receive a response from you to go ahead and reserve a room on one of these two alternative properties.
Unfortunately, our central reservation office informed us hotel was unable to honor the reservation and we did not receive a response to book an alternative option. We were unable to honor the same reservation or price on the same property.
We are deeply sorry for this unfortunate situation and any inconvenience it may cause. We remain at your disposal for any further queries you may have.
Kind Regards,
Cristofer Lopez
Customer Loyalty Manager
Pésima experiencia post-venta
Pésima experiencia post-venta. Tuve una horrible experiencia en un hotel reservado vía LATAM Miles, del cual ellos se llaman "LATAM Pass Concierge". Exhibí su publicidad engañosa al vender un hotel que no existe con el nombre indicado en el sistema, no existía mi reserva, querían obligarme a pagar $50 en efectivo (jamás se indicó esto en los términos y condiciones de la reserva) y eso que no hablo de lo sucio del hotel y pésima atención de la gente de counter.
Al no encontrar mi reserva me tocó incurrir en otros gastos, más lo desagradable de la situación fue solicité la devolución de mis millas por un servicio no recibido y el servicio al cliente se ha dedicado a lavarse las manos e insinuar que no actué bien o que cancelé antes de llegar al hotel la reserva.
Solo pedí mis millas de regreso, pese a que debería tener una compensación por el mal momento y maltrato recibido tanto por el hotel como por el "LATAM Pass Concierge"
6. November 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hola Nicolás,
Muchas gracias por su respuesta. Le agradecemos su valioso tiempo y su amable paciencia. Le pedimos disculpas por las molestias, hemos hecho una investigación a fondo, porque usted mencionó que el hotel no era el que usted reservó, y que el que usted reservó no existía. Nos pusimos en contacto con el hotel y confirmamos la dirección y el nombre del hotel, el hotel confirmó que la dirección y el nombre que se le dio a usted son correctos. Asimismo, en tu correo electrónico detallabas que el hotel no encontraba la reserva y el hotel confirmó que la reserva está en el sistema, pero que no se presentaron para hacerla efectiva.
Hemos planteado esta situación a nuestro especialista. Se han puesto en contacto con el hotel para explicarle que el hotel que usted ha indicado no existe en la dirección indicada y que no se encontraron restos cuando usted estuvo allí. Como no hay pruebas (como una foto que muestre un hotel diferente en esa dirección), nuestra solicitud ha sido rechazada.
Lamentamos esta situación, pero estamos sujetos a la resolución del hotel y no podemos anular su decisión.
Saludos cordiales,
Cristofer L.
Manager
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
Third time the gift card is not credited on time.
This is the third time that my gift card was not credited on time.
The first time took a couple of months and many phone calls. The second time took over a month and a half of phone calls, complaints, and promises for a $35 gift card. As I write this review, it has been 24 days since I checked out of the Hotel at Kanaba, and a full month since I checked in. Their customer service is borderline incapable of providing a service to us, customers. They are always unable to remediate the situation on demand, even as the booking and confirmation record clearly states the obvious. There is always a problem getting a supervisor when available, and we can forget the need to make a call to the back office where the magic seems to happen, but we can't get a hold of them.
Good concept, extremely bad execution. It seems that they entice us with the possible rewards, and once you go through your reservation, then the rewards are hard to get so as to discourage you from claiming them.
Three strikes for me and I'm out.
Bad business practices, and as Americans, yes, we can do better.
Update today, November 28, 2023.
Carla, thank you very much for reaching out to me that night. You went through the records and realized the gravity of the issue and relayed the same message that the previous representative communicated the night before, which is as follows:
"It will take one or two weeks from tonight (November 12th) for us to resolve this issue, but rest assured that we will take care of this for you."
As of today, November 28, sixteen days after my initial contact with you, my Amazon account is empty of any gift cards.
I'm at a loss for words; Rocketmiles is just not trustworthy. It takes 45 dollars for you to ruin your own reputation.
In conclusion, if the gift card is never issued, I can only blame myself for returning to you guys for the third time, after having experienced the same twice before.
Consumers should be aware.
11. November 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Jose,
Thank you for taking your time and inform us about the situation with your reward.
I took over the case, and I'll be investigating along with the Rewards department what is going on, so you can receive your gift card as soon as possible.
We will be contacting you today as promised and informing you by email when we get any updates.
Have a lovely day.
Carla C.
Customer Loyalty Manager
Rocketmiles Concierge
Gave them one star because I couldn’t…
Gave them one star because I couldn’t give them zero. Customer service is horrible.
Technical issue on login hasn’t been resolved in 6 weeks, how is that possible? Really disappointed, unfit people behind customer service. Still locked account unable to book with them, hopefully American Airlines drops them, no answer on how to reactivate or open a new account. They are really bad company
10. November 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi Alfonso,
Thank you so much for contacting us. We are glad to assist you. We have been working on your account. We have escalated this situation to our specialist team. We have received a response from our specialist team, and they have confirmed your account has been locked for security reasons, We are unable to unlock this account only to protect your information and avoid any future incidents.
We appreciate your valuable time and kind patience. We are always working to protect your information and integrity we appreciate
Kind regards,
Cristofer L.
Rocketmiles Loyalty Manager
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
TRASH application
TRASH application, I used my AA miles to book a hotel on November 10th and they canceled without notification, luckily I confirmed with the hotel, I sent an email to them and it was never discussed
4. November 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi EARLENE,
Thank you so much for contacting us. Your feedback helps us to improve. We appreciate your comments. We have reviewed your information and found a reservation created to check in on 11/10/2023. However, this situation on our system still shows as active and confirmed. We have sent you an email, to get some more details about this situation. We love to work on your behalf. We will do our best to make this situation right for you.
We apologize for the delay in providing an answer about this situation, we did not receive any contact from you before, if we had known about this situation we would have acted before.
Kind regards,
Cristofer L.
AAdvantage Hotels Loyalty Manager.
(773) 270-2992 (US & Canada)
(844) 801-6778 (US Toll Free)
Charged for cancelled reservation !!
I booked one Hotel in Lyon ,FR (Rocketmiles Reservation B5A8D6) , and for this reservation the refund policy was: 100% REFUNDABLE IF CANCELLED BEFORE 22 OCT 2023.
I cancelled the reservation on 09 SEP 2023 , and received an e-mail from Rocketmiles confirming the cancellation. The reservation is also shown as CANCELLED ON 09 SEP 2023 on Rocketmiles website in my client area.
For my surprise I had my credit card charged by the hotel on 23th OCT 2023, and immediately contacted the hotel. The hotel informed that they would not refund the amount charged and that Rocketmiles should make me the refund. Since then, I have sent several messages to the Rocketmiles concierge , with no reply, even used different email boxes to send the message.
Updated 09th nov. After email contact and phone calls i managed to receive the refund
21. Oktober 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Dear Marco,
Thank you for sharing your feedback with us.
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) was 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.
Upon investigation, I found that the cancellation email was sent to our booking partner on 9 September. The hotel was not supposed to charge you for the canceled booking. I am working on having the hotel reverse the charge on your card. Please allow me 24-48 hours while I get this fixed for you.
We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
Please let us know if there is anything we can do further to remedy the situation for you.
Kindest Regards,
Justin Victor
Manager
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
Dealing with an issue now in Australia
Dealing with an issue now in Australia. I booked one night to see my sons army march out in NSW. Got the conformation email for that particular booking. Then a week or so later i made a booking for a second night in a different motel. Didnt receive a conformation email. Sent 3 emails via the contact us page asking for conformation. Then also emailed 2 separate email address asking for conformation. As i travel a lot for work I couldn't remember the name of the motel i booked with until my Virgin Australia points came in.
I finally called Rocket only to have a debate with the operator saying they sent conformation and they replied to my email. They claimed I even replied to the email they sent me which I never did!!!! I ended up booking a second motel.
Not at all happy with the extreme lack of customer service!!! Will not use this service again.
Update.....
I never got the conformation of the Thursday booking or I wouldn't have needed to send so many enquiries asking for it!!
No one responded to the requests. I used the booking numbwr from Fridays booking to draw attention to my original question asking for a conformation. No one responded to me. And i certainly didnt respond to any emails send from rocket in regards to my questions as I never got an email to start with!
Why would i book one motel with rocket and then another motel for the same night?????? Thats wasted money for me and absolutely ridiculous!!!!! I will go to the ombudsman on this subject
20. Oktober 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Charlotte,
Thank you for bringing this matter to our attention, and we apologize for any inconvenience you have experienced. We understand your concern regarding the non-receipt of the confirmation email and the subsequent booking of a different motel. We appreciate the opportunity to clarify the situation based on the information available to us.
Upon reviewing our records, we can confirm that there are indeed two bookings associated with your account made for New South Wales. The first booking you made was created on 27 September 2023, and the confirmation email for this booking was sent without any issues. The second booking was created on 12 October 2023, and our system records indicate that the confirmation email for this booking was also sent on the same day.
However, on 17 October, we received an email from you requesting a resend of the confirmation email specifically for a booking in Wagga Wagga on 19 October 2023 which is the second booking you made. Our agent promptly responded to your request and sent the confirmation voucher again within the same hour of receiving your email. We believed this to be the booking you were referring to, as it was the only booking we had on record for Wagga Wagga for 19 October 2023.
Unfortunately, in your subsequent reply, you stated that the resent confirmation email did not correspond to the booking you inquired about. We want to assure you that, based on our records, the second booking in Wagga Wagga is the one made by you for the date you mentioned in your email to us.
Furthermore, during your call to our customer service team today, you confirmed this booking is the correct one and expressed your need to cancel it since you had already made a separate booking for a different room and did not use the originally booked room due to the absence of a confirmation email.
In our effort to assist you, our agent contacted the hotel to request an exception for canceling this reservation and obtaining a refund. Regrettably, the hotel has declined our request. As a third-party provider, we are unable to override the hotel's decision regarding refunds and cancellation policies.
We have thoroughly investigated this matter, and we can confirm that our system has functioned correctly, successfully sending the confirmation email for both bookings. Our agent also promptly responded to your request for a resend of the confirmation email.
We understand your frustration with the situation, and we apologize for any inconvenience caused. However, based on the information available to us, we are unable to provide a refund for the said booking.
If there are any other bookings or additional details related to this matter that we should be aware of, please provide us with the necessary information, as it will help us further investigate and address your concerns.
Once again, we apologize for any confusion or misunderstanding, and we appreciate your understanding in this matter.
Kind regards,
Ain
Manager
Rocketmiles Concierge
(773) 257-7680 (International)
(855) 355-7625 (US & Canada)
WORST company to deal with
WORST company to deal with. Constant issues with their site, impossible to book online and they have no over the phone option . Finally did book and it got cancelled without reason. Now a staff member just hung up on me and told me to call American Airlines who can't even book hotels.
27. September 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Monique,
Thank you so much for contacting us. We are glad to assist you. We appreciate you bringing this situation to our attention. We have received your comments, your feedback helps us to improve. We have carefully reviewed your profile. We take your security seriously. We have our expertise working on your profile right now, to proceed with our investigation. We need you to send us the reservation information and authorization, for creating this reservation from the main email address on your account. We guarantee you that as soon as we receive this information we will be able to complete our investigation.
We are always glad to assist you. We will remain at your disposal for any further queries you may have. We expect to hear from you soon.
Kind Regards,
Cristofer Lopez
Social Media Specialist
Redemption of Skywards Miles not working for months
I tried to redeem my Skywards miles for separate hotel bookings through Rocketmiles twice - once in late July 2023 and then again on 9th Sep 2023. Both times it didn't work and they had no solution or alternative way of managing the issue. On the first instance, I thought this may be one-off technical issue and they will revert once fixed. They never reverted. I was surprised to note the same issue again 6 weeks later for another booking for which they sighted the same problem. What sort of customer oriented business can stay afloat if a technical problem can't be fixed in 6 weeks (and counting). I have some of my Skywards miles expiring end of this month and am stuck with no resolution.
15th Sep 23 update- Rocketmiles now managed to check and reported there was some issue in particular with my account (not a global technical issue as was conveyed to me during past 6 weeks). The same was resolved and I was able to make the booking. Thanks for acting.
9. September 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
UPDATE 9/13
Hello Amol,
We would like to sincerely apologize for any inconvenience caused to you due to your inability to make a reservation on our website.
We found that there was an issue with your account that prevented the successful completion of the reservation. After a thorough investigation by our technical team, we are pleased to inform you that the issue with your account has been resolved. You should now be able to proceed with making a reservation on our website without any further difficulties.
I truly appreciate your patience and understanding throughout this process. However, if you encounter any issues while submitting a new reservation, we kindly request that you notify us immediately. Our team is dedicated to ensuring a seamless experience for our customers, and we will promptly address any concerns or obstacles that arise.
If you have any further questions or require assistance, please feel free to reach out to me by replying the email that I have sent to you separately. I am available to assist you and provide any necessary guidance.
Thank you for choosing our services. We look forward to the opportunity to provide you with a seamless experience in your future bookings.
Kindest Regards,
Ain
Manager
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
---------------------------------------------------
Dear AAgr,
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.
We would love the opportunity to regain your trust. We have tried looking up your booking details using your screen name however, we were unsuccessful in locating your account.
We would like to ask you for more information of your email address registered with RocketMiles so we can look into your case further.
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,
Justin Victor
Manager
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
Horrible customer service
Horrible customer service. I was on hold forever and nothing was rectified. The rep spoke over me many times and was being so rude. The hotel I booked wound up being closed. Thankfully I checked before I went, and they wouldn't do anything!
22. August 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Carol,
Thank you so much for contacting us. We appreciate your valuable time and patience. Customer service is our top priority, we are truly sorry if in this situation you did not receive the best customer service. We hope to have the chance to regain your trust. We have veirifed your reservation and we are already already working on this situation. We are currently checkin on what are the best options for this situation. We would keep you updated about our findings.
Again we apologize for this situation, we understand how frustrating it can be. We assure you we are working as hard as we can, to get best outcome possible for you.
We appreciate your time and kind patience. we remain at your disposal for any further queries you may have.
Kind regards,
Cristofer L.
Manager
Rocketmiles Concierge
(888) 285-2497 (US & Canada)
(773) 273-8693 (International)
"Sorry. We're unable to complete this transaction..."
"Sorry. We're unable to complete this transaction. Please contact us at support @ mail.aadvantagehotels.com or call 1-773-270-2992 or internationally at 1-844-801-6778." -- This is the message I receive each time I try to book a stay on the aadvantagehotels.com site operated by Rocketmiles.
Beyond the fact that I can't complete the booking of a room, your system charged my credit card over 10 times for a total of almost $3000 without a single confirmation. Thus, I called the support number and was told the transactions would fall off my card within 24 hours. The transactions have yet to fall off.
As a business owner myself, I find it ludicrous and shameful that you have tech professionals / coders / developers who cannot solve this problem. How could you launch a platform that does not work? These kinds of problems have been going on since the day that this site was launched.
Meanwhile, you have lost millions of dollars in revenue and sullied the name of American Airlines. There are a lot of loyal members of American Airlines who are now bolting to other airlines as a result of this inconvenience and incompetence. American Airlines and their loyal customers deserve better.
You need help. So, find it. Reach out to developer communities and get it done. Quit making excuses and allowing this to drag on for months and months without resolution!
If I come across as rude and direct, it's because I am fed up with this situation every time I try to book a stay. If this was a one-time situation, my message here would be different or non-existent. But this is happening time and time again over extended periods.
I want to help. That's why I'm reaching out. You can solve this. Don't be discouraged. Just focus on getting it done! Good Luck!
- David
20. August 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello DAVID,
I hope this email finds you well. I appreciate your taking the time to bring the issue to our attention regarding the challenges you faced while attempting to make a reservation on our website. Please note that we take the reliability of our website very seriously and we deeply regret that we fell short of your expectations.
Upon investigating the situation, I found that there was an issue with your account that prevented the successful completion of the reservation. Our technical team is aware of it and we are currently investigating the root cause of this transaction error. I understand how frustrating this can be and I want to assure you that we will do everything in our power to resolve the issue as soon as possible.
I will keep you updated on the progress of the investigation within the next 3 to 5 working days.
If you have any further questions or concerns, please do not hesitate to contact us by replying to the email that was sent to you separately.
Thank you for your patience and kind understanding in this matter.
UPDATE: 8/22
Hello David,
Thank you for your patience.
We have been informed by our technical team that the issue on your account has been resolved. Do you mind attempting to make a booking again please. Do let us know if you are still facing the trouble confirming bookings and we will have out dedicated team to look into this further.
Kind regards,
Ain
Manager
Rocketmiles Concierge
(888) 285-2497 (US & Canada)
(773) 273-8693 (International)
SOOOOO bad to deal with, never again
Booked a car through them for work and needed an invoice to claim through our company expenses. I can't claim the hire car expense back without an invoice. The answer you get from Margarita, one of the supervisors is "We can't provide you with one" and after 15 minutes of talking which ended with me asking for them to refund the money, she literally hung up the phone on me. Not before telling me that "we can talk for another 24 hours and we still won't be providing you with the invoice you have requested".
Also had the first bloke who picked up the phone tell me they are a USA based company so are not subject to Australian laws. So, if you are in Australia, DO NOT USE THEM. I'll never use them again, and Virgin Australia has made a massive mistake by partnering with them. What a hopeless company, although I think they are linked to Agoda so the fact they are THIS useless isn't that hard to believe.
16. Juli 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Dear Rhys,
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.
We would love the opportunity to regain your trust. We have tried looking up your booking details using your screenname however, we were unsuccessful in locating your account.
We would like to ask you for more information of your booking such as the Booking ID, email address registered with RocketMiles and date of the booking so we can look into your case further.
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,
Justin Victor
Manager
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
Rocketmiles will take your miles but not give you what you ordered - A Shameful business stay away
On 06/24/23 I booked a Dollar car rental through “rocket Rental Car rewards” with my American Air rewards with 56K miles for 11am July 1 at SFO. We arrived at SFO rental car facility at approximately 11:10am to a tremendously long line and many angry passengers apparently waiting for hours. A representative from Dollar came out to tell us it will take approximately 2 hours to get to the counter and then it another 5-7 hours before we had a car. A gentleman came over to talk to him and we found out he had been waiting since 6:30am for a car and was told it could be another 2 hours. We need to be in Oakland by 3pm. I immediately called the AAdvantage number on the reservation. I told them of the situation at Dollar. This number is apparently affiliated with "Rocketmiles". I stated Dollar did not have any cars and I need to cancel my reservation and take an Uber. On July 5 I received an email from AAdvantage stating that I could not receive a refund of my miles as their "booking partner" would not refund. I assumed the partner was Dollar and filed a BBB complaint against Dollar. However Dollar said they collected no money. So then I sent emails to Rocketmiles asking to reinstate my 56K miles, but received emails stating they could not because of their "booking partner" agreement. They would not tell me who their "booking partner is" Who is making the money on this? Rocketmiles? This is awful customer service and there needs to be a change the way Rocket does business to leave customers on the short end because of their failures to provide the promised services. It appears to be a lame excuse by Rocket to say "sorry we cannot because of booking partners agreement". This is extremely poor customer service. Rocket should be ashamed the way it does business. I want my 56K miles reinstated to my AAdvantage account with no excuses from Rocket blaming their business partner.
1. Juli 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Update 3 Aug 2023:
We are happy to report that a refund has been processed back to you. Rocketmiles processes refunds immediately however, it could take up to 14 business days for AA to reflect the credit in your account. The timing depends on AA and its policies. Rocketmiles 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.
Hello George,
Thank you for sharing your feedback with us.
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) was 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.
We are reopening your complaint and we'll be reaching out to our booking partners for a refund considering the rental company has said that they have not charged us for this booking. For now, 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 the property.
We understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you.
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,
Justin Victor
Manager
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
Lack of communication-Turkish Airlines Partnership
The partnership between Rocketmiles and Turkish Airlines has been suspended and you can no longer collect ‘miles & smiles’ points through Rocketmiles.
I am a little disappointed why Rocketmiles didn’t write to their members who had been signed up with the Turkish Airlines program to notify them of this fact.
I wasted a lot of time trying to book hotel reservations and all my search results have come back as zero due to the fact that I am signed up on the Turkish airlines program. If Rocketmiles had notified me in the first place, my time wouldn’t have been wasted using the search field. Surely it’s a good media strategy to keep your customers updated?
26. Juli 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Ambient Journeys,
Greetings from Rocketmiles!
We are happy to inform you that our partnership with Turkish Airlines has now resumed. You will be able to redeem your miles for hotel bookings as of today.
If you require assistance in creating a booking, kindly reach out to us via email at concierge@rocketmiles.com and our dedicated team will be more than happy to assist you.
Best,
Justin.
broken software--can't make a reservation
My wife and I used AA miles for a funeral trip. It was ALWAYS cumbersome to use the Rocket Travel (RT) software to choose a hotel and make a reservation.
However on July 22, we were unable to book the reservation at Ramada Inn. The software allowed us to enter our AA# and password but did not allow to hit ENTER. We had to pay $240 instead of using 10,600 miles.
I called RT to complain to a person whose English was minimal and she said, "Maybe the hotel was filled." It was NOT. I asked her to try to "reserve" a room and after entering Westerville, OH, the software gave 3 hotels in NYC, LA and Miami!
RT software is clunky; why should I suffer???
21. Juli 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hello Henry,
First of all, we would like to apologize for the delayed response to you regarding your redemption issue with our website and we really appreciate your time for sharing your feedback with us.
Please note that we are very disappointed to learn about your experience and we also would like to apologize for the poor service you received from our staff over the phone. We understand that our customers expect and deserve the highest level of service, and we are disappointed that we failed to meet your expectations. As a Service Provider, we strive for excellence and best customer service for our customers.
We have initiated an investigation into the matter and our records indicate that you were able to create two successful reservations, and one of them was for the date that you mentioned which is 22 July 2023. However, we would like to confirm with you if you stayed at the hotel by paying directly instead of using this reservation. If this is the case, we would be happy to work with you to obtain a full refund or find a solution to ensure that you receive the appropriate credit.
We also sent an email directly to you and would appreciate it if you could reply to that email for better resolution of this issue. Our team is committed to ensuring that our guests have a positive experience, and we appreciate your patience and understanding as we work to resolve this matter.
Once again. thank you for bringing this matter to our attention, and we apologize for any inconvenience caused. We look forward to hearing back from you soon.
Kind regards,
Ain
Manager
Rocketmiles Concierge
(888) 285-2497 (US & Canada)
(773) 273-8693 (International)
Shameless business making money by literally taking it from their customers (despite written confirmation from hotels to refund it)
Scam business. Booked a hotel via Rocket travel for the first time to accumulate velocity points with Virgin. Big mistake.
I had to amend the date of the booking and the hotel confirmed in writing there was unfortunately a penalty of the cost for the 1st night (my booking was 3 nights).
I told the hotel I had paid in full and they then told me that Rocket travel had the rest of the money and that I needed to get the refund for the other 2 nights of my stay with them.
I forwarded them the same email chain to Rocket travel and asked them for the refund of the other 2 nights. They told me they had tried to work with the hotel but the hotel was denying the refund!
I pointed out 3 times that the hotel had confirmed the penalty for the cost of 1 night only in that very same email chain and I even pasted a print screen for them twice to make it crystal clear.
They had the audacity to keep lying to my face that they were really sorry but the hotel was reinforcing their policy and that they wouldn't refund me. I was honestly gobsmacked at their boldness to literally attempt to keep my money despite the written proof that it was meant to be returned to me.
It took a long exchange of emails and ONLY after I literally included snippets of the Australian consumer law to them, they agreed to process my partial refund.
They will deny you your rights unless you literally spell it out to them. Really... what a shameless business making money by literally taking it from their customers.
25. Juli 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Dear May,
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.
I have looked into your complaint and found that a refund has already been processed to you. Please know that it was not our intention to deny you a refund and we apologize if there was any miscommunication that lead to any misunderstanding. Actions that were taken by our agents were acted upon the information that was relayed to us by the hotel and our booking partner. Our 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,
Justin Victor
Manager
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
* * * High Price - few miles earned * * *
Rocketmiles.com has substantially reduced the number of miles you can earn when buying an overpriced hotel room from them. It is no longer worth doing business with them. If you want AAdvantage (American Airline) points go to AAdvantagehotels.com
21. Juli 2023
Bewertung ohne vorherige Einladung
Never again will I use them.
We have had a very bad adventure. We arrived in London on Tuesday and the flight to Barcelona was canceled. No reason was given.
So we spent the night in London and made a nice tour of all the main sites by taxi. However, my rental car was canceled in Barcelona because I did not show up on time. Even though I called them twice to change the reservation and my wife was in Barcelona already, went twice to the rental car place to advise the delays. I had already paid for the car with airline miles through rocket miles, plus some cash and they did not want to refund. But would happily sell me a new rental for the time of my vacation for $1500. I eventually persuaded them that that is not going to happen and was able to get my reservation reinstated. Horrible experience and there is no possible way to notify them adequately if you have any travel interruptions or delays. I lost 1 day of rental that was never refunded and they informed me they also have no facility or avenue to correct that either.
AAdvantage Cars reference code
599227922
19. Juni 2023
Bewertung ohne vorherige Einladung
Antwort von Rocketmiles
Hi Jerryn,
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.
We would love the opportunity to regain your trust. We have tried looking up your booking details using your screen name however, we were unsuccessful in locating your account.
We would like to ask you for more information of your booking such as the Booking ID, email address registered with RocketMiles and date of the booking so we can look into your case further.
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,
Justin Victor
Rocketmiles Concierge
(773) 257-7680 (US & Canada)
(855) 355-7625 (International)
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