Business ProfileforRocket Travel, Inc.

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.******* *********

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)