"BEWARE! Stranded at the airport by Rocketmiles!"

Recently booked a Europcar rental car through Rocketmiles after a referral from Virgin Australia. Presented driver's license and passport to car rental agency upon arrival, but they insisted I provide a utility bill as proof of ID!?! Told them I don't carry utility bills with me when I travel but offered a Notice of Assessment from Australian Taxation Office instead - well over 100 points of ID when combined with driver's license and passport! Alas they still refused to release the rental car to me, and I requested a refund... only to be told I needed to contact Rocketmiles to organise the refund.

Called Rocketmiles immediately and explained the situation to them, and was placed on hold repeatedly while they supposedly contacted Europcar to resolve the situation... only to be told that they would not be giving me a refund because I had apparently breached the terms and conditions of the rental agreement!?! I returned to Europcar to ask what was going on, and they confirmed that they had done everything necessary to approve the refund from their end... but Rocketmiles still refused to provide me with a refund.

Before I had a chance to follow up with Rocketmiles again the following morning, I started receiving emails from Rocketmiles fraudulently specifying "Virgin Australia" as the sender of the emails, doubling down on not providing me with a refund (whilst also contradicting their reasons for not providing a refund in these same emails). It was at this point I noticed that none of their emails, their web site, or the web site of their parent company list a registered office address for the service of legal documents. Lots of red flags consistent with a scam at this point!

I have since obtained written confirmation from Europcar stating that they received no monetary consideration in lieu of my rental agreement, and have advised Virgin Australia about Rocketmiles's fraudulent use of the Virgin Australia trademark whilst scamming Virgin Australia's Velocity frequent flyer members.

Alas, my money appears to have disappeared into the black hole that is Rocketmiles and I am yet to recover a cent. Hopefully the dispute that I have lodged with my bank will result in a chargeback, but of course that takes time and I am still out a significant sum until then (not to mention the additional costs incurred to hire another car at Melbourne Airport at short notice, and the stress of finding myself stranded at an airport on a cold and windy night)... not ideal during a global cost-of-living crisis!

UPDATE: as you can see, Rocketmiles are continuing to insist that they will not be providing a refund (despite Europcar not receiving any funds from them) and stating that it is because I attempted to use a debit card (the same one I used to make the booking through Rocketmiles, mind you) when attempting to collect the car. Europcar have told me that the use of the debit card was NOT a problem (a fact that is further supported by the fact that I was able to go and rent another car using the same debit card later that night, and have never had issues renting a car using a debit card in the past - including cars booked through Rocketmiles), so I don't know why Rocketmiles keep insisting it was?!?

Doesn't matter... transaction dispute lodged with bank, and all correspondence with Rocketmiles/Europcar forwarded to Virgin Australia, the ACCC and to the Attorney Generals of Illinois (where Rocketmiles is supposedly domiciled) and Connecticut (where their parent company is supposedly domiciled).

The sad part is that I have used Rocketmiles to book rental cars (using the same debit card) numerous times over the past few years, so Rocketmiles have lost a loyal customer due to their illegal/unethical behaviour in this instance.

UPDATE #2: Why was I able to successfully rent cars booked through Rocketmiles using a debit card in the past, but not this time? Your emails and terms and conditions said the same thing about debit cards in the past too, but it has never been a problem then... so why is it a problem now?

Also, I'd like to emphasise the fact that the emails with all the information that you keep referring to clearly stated that the amount payable to pick up the car was AU$0.00 (in big, bold text, no less), so why would I need either a debit card or a credit card if no funds need to be transferred at pick up?

Furthermore, I would like to emphasise the fact that in this latest reply (and indeed in one of those emails from your colleague pretending to be "Virgin Australia" previously), you have again referred to "the requirement for debit card usage for the deposit" ... as required, I did provide a debit card, so what's the issue???

PS really didn't appreciate the condescending tone of your latest reply or the notion that I am requesting an exception to your T&C

"Cancellation Scam - Resolved "

I had booked a 2 night ( Aug 25-27th) hotel stay @ the Radisson, Brunei but was forced to cancel due to flight delays and cancellations. The Customer service 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. my friend in Brunei was able to personally go to the Radisson and spoke with the Front office Manager to confirm that they cancelled the reservation without any penalty and have not received any payment from Agoda/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.

Update - Sep 30th

I am glad to report that Mr Ain from Rocket Miles was able to resolve this issue to my satisfaction. I want to convey my appreciation to Ain for his diligent work in reviewing my issue fully and doing the right thing by the Customer.

"Rocketmile - betalar EJ ut CashPoints "

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 points var posted. En vecka senare att det var error - mitt namn och kontonummer var korrekta, har sänt dem åtskilliga emails och de svarar inte längre - men efter 2,5 månad är det väl bara att inse att de blåst mig.

"Be careful when it says there is no room availability and then charge you "

I tried to make a reservation for a night on the 16.09.2024 in castille paris starhotels on rocketmiles app but it said’’ system error , there is no room availability at this price” , i tried again and it said the same thing: so then i decided to change the hotel and made a reservation in marquis faubourg hotel for the same date and received the confirmation email. 8 minutes later, i receive a confirmation from the castille paris hotel !!! I called rocketmiles immediately and also sent them an email about it with no response. It’s been a week today and i called again today. They said they have negotiated with the hotel and the hotel wasn’t going to refund. Why would the hotel refund when it is rocketmiles’s system error??? Then they said they will check with the reservation team. I AM WAITING FOR A REFUND BECAUSE THERE IS A TECHNICAL PROBLEM AT YOUR APPLICATION.

"They have the worst customer service…"

They have the worst customer service reps. I've never seen anything like it. No one knew anything and I called 3 times and got different information. I asked to speak to a manager so I could let them know that no one knows the process and the managers kept refusing to talk to me. they kept me on hold for 50 mins and said since I didn't have a reservation they wouldn't talk to me. The rep finally got me to a manager. The manager seemed to receive the message that their needs to be better training. So glad T mobile travel stopped working with them, I can see why! The worst customer service.

"Excellent customer service "

Rocketmiles resloved my issue with satisfaction demonstrating excellent customer service

"Register and participate in Copa…"

Register and participate in Copa Airlines / Rocket Miles bonus. Both my wife and I took up the offer. Rocket Miles awarded me the complete bonus miles. However, my wife either didn't receive the bonus miles or received less than the 3000 bonus miles. All our bookings were at the same hotels and the only difference was different dates. On several bookings I also paid extra money to receive extra miles. I called Rocket Miles several times, but the staff hung up. I also sent multiple emails and filled out their online forms twice. To date, there have been no replies from Rocket Miles. Think twice before using Rocket Miles; they consistently fail to provide the correct amount of miles as promised.

"Wish there was negative stars"

Wish there was negative stars.
RocketMiles are crooks and will steal your miles. They have the worst ratings in the travel industry for a reason. Their system crashed during booking. Booked me for the wrong dates on a hotel that was refundable.
When I contacted RocketMiles, I was told that it was non refundable and needed to cancel and they would see what they could do. No follow up, no case number to contact them for follow up. Not even a we are sorry our system failed and cost you 100k miles, how can we make it up to you.
I see AA dropped them like a bad habit, and now I’ve got Expedia ad’s on the Alaska app. Hope they kicked RocketMiles to the curb. That terrible company needs shut down permanently.


Update it has been 2 weeks since RocketMiles replied to this thread. Saying they contacted the hotel and I would be getting my miles back.
They again have failed to do this…..!!!!!

"Tengo el ticket abierto con Rocketmiles y sin solución"

Tengo el ticket abierto con Rocketmiles hace 9 meses porque nunca abonaron las millas por alojarme en uno de sus Hoteles con convenio y su respuesta es siempre lo están viendo, la verdad creo que es una empresa que estafa y nunca dan solución.
Este es el ticket que lleva 9 meses.
Sus points de hotel se han publicado. Reserva 672305398 [ ref:!00D1N02bGqL.!500Qg062Y29:ref ]

"Unable to book hotel using Alaska miles "

I have been trying to book a hotel reservation for late Jan 2025 using Alaska miles and the website only shows dates as far out as January 10 2025. It has been like this for over 2 weeks now. One agent said it's a known issue and the technical team is working on it and a few days later another agent said you can only book 6 months out or less and to wait.

Jan 10 has been showing as the farthest date out for over 2 weeks, which is less than 6 months away, so that information was incorrect.

I have also had multiple email messages go unanswered. I need to book my hotel asap and still have no answers. Seems like the agents just say whatever they want to get you off the phone. Also, when I look at booking through American Airlines just to test the site, you can see dates well beyond Jan 2025.