"more than 6 months waiting for points"

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.

"Customer Service Issue Actually/Properly Resolved"

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.

"Miles will never post"

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"

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!

"Scammed with unethical fees and policies"

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.

"Problem Resolved"

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.

"Miles not posted to Account and no update from customer service!"

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…"

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.

"Helpful Customer Service"

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

"Using American Advantage miles"

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.