"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!

""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

"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.

"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.

"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?

"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???

"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.

"* * * 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

"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

"Rough experience but positive resolution"

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!