Business ProfileforRocket Travel, Inc.
Internet Services
At-a-glance
Related Categories
Overview
Planning a trip should be exciting, affordable, simple, and most importantly, rewarding. We work with our partners to ensure that travelers get the most value and delight when planning their getaways. You have the opportunity to get thousands of more miles, gift cards, or additional discounts just by booking with us.
Business Details
- Location of This Business
- 641 W Lake St Ste 102, Chicago, IL 60661-1056
- BBB File Opened:
- 4/12/2013
- Years in Business:
- 12
- Business Started:
- 10/1/2012
- Business Started Locally:
- 10/1/2012
- Business Incorporated:
- 3/11/2013
- Type of Entity:
- Corporation
- Alternate Business Name
- Rocketmiles
- Hours of Operation
Service
- M:
- Open 24 Hours
- T:
- Open 24 Hours
- W:
- Open 24 Hours
- Th:
- Open 24 Hours
- F:
- Open 24 Hours
- Sa:
- Open 24 Hours
- Su:
- Open 24 Hours
- Business Management
- Trixie Fajardo
- Kelly Anderson, Company Contact
- Ms. Sarah Kaplan Moore, Head Officer
- Contact Information
Principal
- Trixie Fajardo
Customer Contact
- Kelly Anderson, Company Contact
- Additional Contact Information
Phone Numbers
- (833) 250-3495Other Phone
- (773) 257-7680Other Phone
Website Addresses
- (833) 250-3495
Customer Complaints
203 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had booked a 2 night ( Aug *****th) hotel stay @ the ********* ****** but was forced to cancel due to flight delays and cancellations. The **************** team initially agreed to the cancellation and stated that they are working on the refund of $279. When I followed up with them on my return home on Sep 15th* I got an entirely different response basically stating that I was out of luck and no refund will be issued as the hotel has decided to enforce the cancellation policy ( This was not true !!) After posting a negative review on BBB* finally Ain* a Manager with Rocket Travel Concierge reached out to me stating that he will work with me to a proper resolution. >>>>>>>>>>Hello ******** I hope this message finds you well. My name is Ain* and I am the manager taking over your case regarding the cancellation of your reservation ID ********* ********************* .I understand that your cancellation was related to a flight cancellation* and I want to assure you that I will personally review your situation again.Ain Manager Rocket Travel Concierge >>>>>my friend in ****** was able to personally go to the Radisson and spoke with the ************ Manager to confirm that they cancelled the reservation without any penalty and have not received any payment from *****/Rocket Travel. I forwarded the email from the Manager ( below) confirming the same and formally requested a refund of my $279 I have not gotten any response so far and have lost all hope that they will respond back or provide me with the refund. >>>>>>>>>>>>>>>>Dear ******* Thank you for reaching us again following the same ********* what I clarify with Mr ******* upon his coming to the hotel* no show only applied to the booking based on the booking policy and the remaining night is hold under Agoda. Likewise* I have informed that the money hold is from Agoda side as there are the party that you paid for and not the hotel directly. **** NORUDDIN (MR) * Duty Manager **************
Read MoreCustomer Reviews
53 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Charles A
1 star09/17/2024
Getting ready to File Complaint with both the *** and BBB on AAdvantage ********************************** had booked a 2 night stay in ****** but my Air Asia flight was cancelled and I was unable to make the trip I immediately canceled the hotel room as I would not arrive that day and I received an email confirmation stating that they will workon processing a refund /credit.Its been 3 weeks with no update and finally this weekend I called and got the dreaded customr service agent in the ***********. Basically the lady kept repeating "AS per your ******************* multiple times and and bluntly stated that I have forfeited my ( close to $300 ) my reservation and when I enquired about the miles I was suppposed to get for teh stay - even that I was forfeit- Basically Rocket travel just took my money without any compensation or follow up.,I requested for a call with a Supervisor multiple times - No one has called me - Send the customer service team an Email - No response - I requested for a US based customer service agaent - No luck , basically you are stuck in the cold with the Phillipines customer service team - who basically are taught to read from a script and not really understand the issue at hand and try to resolve it !! - Called multiple times - cannot get a Supervisor on the line - Not sure what everyone is doing - Ignoring hard paying customers who foot their salaries !!The sad part was that I used Aadvantage travel for 10 times this past month and spent over $2000 with them and the one time I needed their assistance I was coldly shed aside like a used napkin !!. I am a Platinum member with ***************** , this is not how one should treat loyal customers. I am getting ready to file a complaint in the next day with teh *** and BBB regarding this issue and maybe contact my credit card company and hold the Charges.******* *********
Rocket Travel, Inc. Response
09/26/2024
Dear *******,I wanted to take the time to respond to the feedback you have shared regarding your recent experience with our customer support team. I understand your frustration, and I want to assure you that we have been transparent throughout the process and have done our best to advocate on your ********* I mentioned in my previous email, our representative followed the hotel's policy and decision regarding your no-show booking. We have been in direct communication with the hotel, and I have provided you with the relevant email correspondence to demonstrate this.While I understand that you may not have believed our initial response, I want to reiterate that we have been transparent and have tried our best to negotiate with the hotel on your behalf. As a gesture of goodwill and to ensure your satisfaction, I have decided to refund the full booking amount to you, even though the hotel is only willing to waive 1 night penalty. This decision reflects our commitment to providing you with a positive resolution and acknowledging your concerns.Please be assured that the full refund has been processed, and it will take 7 to ************************************************ your account. If you have any further questions or concerns, I encourage you to reply to my email, as I have been in direct communication with you throughout this process.I hope this helps to address the issues you have raised and demonstrates our dedication to customer service. We value your trust and appreciate your feedback, as it helps us to improve our processes and better serve our customers.Kind regards, Ain Manager ******************** Concierge ************** *************************** (International)
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