Rocketmiles Bewertungen 411

Booked a rental car for Dollar Car Rental at Buffalo Airport for June 24 to July 11, 2023, costing 24,100 AAdvantage miles.

My June 24th was cancelled due to mechanical and I had to rebook for the 25th. Missed our first day of Family vacation. As a result, I contacted Dollar Rent a Car to notify them that I would not be arriving until the next day at which time they informed me that this was a third party booking through “Priceline” and I would have to contact them. I then spent over an hour trying to speak to someone at Priceline and when I finally did get a human, they said neither of the above reference codes were theirs and they could not find my reservation.

The next morning, I contacted everyone again, only to learn that my reservation was cancelled as a no show AFTER Dollar said it wouldn’t be cancelled. Morning of June 25 at 9:22am rebooked using another 28,400 AA miles to arrive that night.

Upon my arrival at the Buffalo Airport Dollar Rent a Car, I was informed that they do not honor third party reservations that are booked within 24 hours? They refused to give me a car and notified me that I would have to come back at 9:22 am on Monday and they would give me car. As a result, I had to book a hotel using 20,000 Marriott Bonvoy Points and spend the night in Buffalo, missing yet another day of our family vacation.

That evening I spoke to an AAdvantage/Rocket representative who informed me that there is no such policy. While she was very polite and tried her best to assist, I still did not get a car that evening.

The next morning, I arrived again at the Buffalo Airport Dollar Rent a Car at exactly 8:04am and they gave the car without issue which I find odd, because this was still within their 24-hour third party booking policy? They could not provide me with an explanation but Corporate Dollar Rent A Car has since confirmed that there is no such policy?

Now 3 weeks later I am still going back and forth with AAdvantage/Rocket and am told that they will do nothing. Every email I receive is either an Ai response of someone who clearly hasn’t read anything and is sending a form letter response.

NOWHERE within your own terms and conditions does it state anything about booking within 24 hours, nor does it state that there is a third booking party involved and finally, YOU did not provide me with a reservation code for the only party who could make changes to this reservation.

While Dollar may claimed have such a ridiculous 24 hour policy, AAdvantage/Rocket is as much, if not more to blame for this as I AM YOUR CUSTOMER, I am loyal to AAdvantage (Platinum Pro or Platinum Exec over the last 7 years) not Dollar Rent a Car. Your organization put me in this situation and cost me 2 and half days of our family vacation and over 70,000 reward miles for a 5 day, piece of crap economy car rental!

As stubbornly loyal as I have been to American Airlines and the AAdvantage Program, I am equally as stubborn as a person and have no issue moving my business to another airline. I have continued to email every email address I can find in hopes that someone human can help and am in the process of sharing my experience on the many Frequent Flyer Website Forums that I belong to. I will not let this go.

On July 20th Justin called me personally before posting his response online and reiterated his same concern stated on his response. This was much appreciated as I had yet to speak to anyone who could help.

UPDATE 7/25: Justin reached out today and followed up with an email. He was able to fairly resolve this issue, his efforts and professionalism is much appreciated.
Because of this, I will use my AAdvantage miles again with Rocket Miles but will stay very clear from Dollar Rent a Car!

Edit: This issue was resolved quickly after I posted this review. My card was refunded for the duplicated charge, and I was able to retain the 4,000 miles I had received for the initial booking through Rocketmiles, despite the fact that after it was all said and done, my payment was made directly to the hotel instead of to Rocketmiles. Changing from one to three stars.

Original post:
I booked a hotel for a June trip with Rocketmiles through the Alaska Airlines Hotels program back in March because of a 4,000-mile incentive that was running at the time. I made my payment at that time.

I checked into my hotel around 12:30 a.m. on June 23 and was told by the front desk that the payment from the booking company did not go through. I called the number for the concierge that was included in my booking email, but an automated system told me that because it was after hours, the concierge was on stand-by and that I should leave a voicemail. I left multiple voicemails but did not hear back from anyone. I finally found another number for Rocketmiles online and was able to speak to someone, and they confirmed that there was a technical glitch on their end regarding the payment processing. I ended up in the hotel lobby until 4 a.m. back and forth on the phone with a rep from Rocketmiles, who was on the phone with the hotel partner, who was on the phone with the employee at the front desk of the hotel. The Rocketmiles representatives I spoke with were understanding and ultimately helpful (it seems the payment issue was with the "hotel partner," so Rocketmiles ended up making the payment themselves instead), and despite the long amount of time it took to resolve the issue in the middle of the night, I thought the issue was behind all of us.

However, last week, I received another charge to my personal credit card (which the hotel had on file for the security deposit) for the cost of the room. I spoke with the hotel manager first to try to get this resolved, but she said she had received multiple emails from the booking partner telling her to refund their payment and charge my card instead. So, that's what she did, and now I have been charged twice for this booking -- once back in March when I made the reservation, and again last week by the hotel directly.

I called Rocketmiles again today and spoke with a representative about getting this charge removed from my card. I stayed on the line as he followed up on the issue, and he reported back that they do not have any record of having sent a request to the hotel for them to reimburse the payment and charge my card. Because of this, they now need written confirmation from the hotel that this occurred before they can refund my card. I was told that with this refund, however, I was going to be charged ~$18/1000 miles for the 4000 miles that had already posted to my account. I explained to the representative that this was absolutely not fair -- none of this has been my fault, and if anything, I would expect some additional miles as compensation for the time and energy I've had to put into resolving this. The Rocketmiles rep said he would speak with his supervisor to see if they could avoid charging me for the miles.

I am hoping this issue is resolved as quickly as possible -- that I am refunded for the second, incorrect reservation charge to my account and that I am not charged for the miles credited to my account that were the whole reason I made this booking in the first place. I will update this review as it the situation continues to develop.

Legit the worst. Points were credited to the account holder NOT the person specified in the reservation. Rocketmiles after weeks of hours ok the phone told me sorry can't change them now that they are posted.

I explained that THEY posted them to the wrong account but cannot get anywhere and no supervisor will call me backS

Shortly after making a bad review for missing points that was proving impossible to refund the company responded and the points were refunded the next day. I would like to thank the representative for the outcome.

I travel a lot and this is the worst experience to date! They advertised and SOLD a service that didn't exist at the hotel and additionally I STILL have NOT received the reward miles to my American Airlines Advantage account as promised with booking. They have gone silent via email communication after asking for confirmation of my Advantage Account. They are saying AA is experiencing "technical" issues with miles. One lie after another. This is a prime example of deceptive Trade Practices. It is unfair business practices how this company has misrepresented the suppliers, falsely advertised goods and services. I am still working on a resolution, however when you can only speak to a customer care rep that is not at a higher level you simply can't get a honest answer or any answer at all. Consumer Beware!!!--

Updated 6/14/2023 10:46 am: Responded with a request to provided additional information to Rocketmiles.

I would give zero for my recent expericne .This is not the first time i have been trying to hire car using aa miles and everytime it says cannot process technica issues.the same problem has be going on for months and nothing has been done to resolves this issue .Reached out to customer service all they ever say is looking into this matter not sure how long it will take so therefore book directly from agency.asked if there is another way to hire car using miles they said no ehat a joke .When plan a doesnt work there should always be plan b.Feeling like this company is scam .

I booked through my Alaska Airline app, paid for 4 nights stay at a hotel at my destination ahead a of time , nearly $900, I was supposed to get miles, nope no miles. Oh and actually I never got to go cause my flight cancelled due to volcano. So out $900 and no miles. This was a gift to my daughter for graduation. Well so much for that fail. Thank you Rocketmiles!!!!

Like others before me, I have been trying to book a hotel with AAdvantage reward miles, but have gotten repeated errors despite Rocketmiles pointing out that this room is available. The first error I got was to call Rocketmiles, the second error I got was that they couldn't complete the transaction, and then the third error I received and have received since is that the hotel no longer has rooms available. So why does Rocketmiles show that they have rooms available? I have tried every flexible reservation option at this hotel and each time I get an error. What is the point of this website? It seems like a scam. I called and they told me to "wait a day and try again" or otherwise, find another hotel. A pointless website to me. This isn't the first time. A month ago I tried to book a hotel with Alaska miles, but had the same issue and I was told to "book directly with the hotel." So wants to point of offering us the opportunity to book hotels with miles? Alaska and American have contracted their hotel rewards to the wrong group. So frustrating...

I finally did make a booking but at a different hotel than we planned

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 che l’hotel da me scelto non rientrava nella promozione, peccato che non ci sia scritto da nessuna parte che l’hote non rientra

I booked via AA and didn’t know It was rocketmiles.
One month after, so many emails and chats and no miles posted yet.
It’s frustrating. It’s taking a lot of my energy.
I always getting the same answer;next two weeks.
I hesitating to book again. This headache it’s not worth my headache

It has been more than 6 months since my trip where I booked a series of hotels via RocketMiles and only 1 of them has posted. I will need to call and waste my time chasing them down, arguing, documenting it, escalating it.

Ugh.
Double ugh.
Triple ugh.

Avoid.

I booked a hotel room that was 11k AA loyalty points to secure my status a few weeks ago. I called ahead and confirmed these are all considered AA Base miles. I received a receipt that also reflected 11k AA base miles. When they posted on my account, it reflected 8k base miles and 3k bonus miles (bonus miles do not count toward loyalty), so I was 500 bucks on a hotel room and still did not secure my status.
I then called Rocket Miles and although it was a bit of a long process, I presented my reasoning and after 2 calls and a few email, they corrected their error, they honored the points and they also changed the mislabeling of miles so this will not happen in the future. AA status secured. Sometime a little patience can go a long way. Not all bad.

Miserable.it takes 4 months to post my miles on AA !
I escalated the case to the DA. Those people belong in jail . First they actually charge you double price from the hotel rates in order to pay for your miles then they never post.

Absolute nightmare of an experience. I booked a rental car-- through rocket miles, using nearly all my points! When I went to pick up the car, the company refused to accept my driver's license due to their own technical error and agreed to give me a full refund. Rocket Miles is refusing to agree to the refund and telling me the rental company is citing we violated the terms. The rental company contacted Rocket miles and confirmed they allowed the refund right in front of me!! Rocket Miles continues to cite that their
"rental partners" will not approve the refund and there's nothing they can do. It makes no sense and I cannot get any answers from their customer service. Avoid at all costs!

I was forced to give this company a star, but it really deserves zero stars

I recently rented a car with Virgin (aka Rocketmiles) and had an absolutely terrible experience. Not only did they scam money out of me on car rental fees, but they also failed to fully explain these charges to me when I hired the car. When I tried to dispute these charges, they put me on hold for extended periods and hung up on me multiple times. Furthermore, they ignored all my emails.

Although the charges weren't exorbitant, they were significant enough to impact my budget. Considering the cost of living, I found it utterly unacceptable for Virgin/ Rocketmiles to exploit me in this way and offer no support when I tried to rectify the situation.

When I asked to be transferred to their complaint center or dispute resolution unit, I was told that they don't have one, essentially shutting down any avenue for complaint. When I mentioned that this could be a legal issue, I was told that I had no legal recourse and that they could charge whatever they wanted. It was appalling to hear a large corporation outright say this to a customer, and it left me feeling cheated and scammed out of my hard-earned money. Virgin/ Rocketmiles you should be ashamed of yourself for lying, cheating, and exploiting ordinary Australians like me.

In summary, Virgin/Rocketmiles is the worst car rental service provider I have ever dealt with. Their lack of transparency and customer support is appalling, and I would not recommend anyone to rent a car from them.

Had an issue, which led me to post a negative review. However after dealing with Carlos, he took the time to listen to my situation and everything was made right. Carlos could not have been more helpful or kind and I hope this review finds it's way to management. Conversely, Margarit or Margarita, not sure exactly, still remains one of the rudest customer service reps I ever encountered in my life. Regardless, 5 stars thanks to Carlos.

Updated Review (26/03): After contacting both Rocketmiles and Turkish Airlines the matter has now been addressed and the miles were credited accordingly. However I wish Rocketmiles had a better email support service. They seem to only respond only when a matter is escalated on other social media. (Eg. Twitter)

I have been trying to get in touch with the team to get my miles credited for booking B7U7P9 (Reference) through email (concierge email) , Twitter and what not but there seem to be no one who would care to sort this out. What a disgrace!!!

I have been trying to book hotels using my Advantage miles on rocket.com for two weeks and every time I try, I am prompted to call rocket dust service, who tells me that they are having technical issues and I should just book directly with the hotel using my credit card. I am so frustrated and feel like this is all as scam! I've contacted AA Customer Relations several times and rocket numbers times and am getting nowhere. When you try to book hotels on the AA.com website, your directed to Rocket.com (a third party) who just gives you the run-around. I'm so frustrated and disgusted by this experience and can't believe this is how AA treats valued and loyal customers!!! I have tried every avenue I know to resolve this issue.

Justin with Rocketmiles was extremely helpful and stuck with me through a complicated booking experience. Thank you!

Using American Advantage miles, from the aa.com website, we booked three different hotel reservations. Only one was actually booked apparently. We showed up to our 2nd hotel only to find out that we didn't have a reservation despite my aadvantage page showing I had one. We called the third one and they had no record either. Now, instead of using AA miles I'm having to pay out of pocket. American Airlines needs to cut ties with this horrible company.