Originally Posted by
maize&blue
When the base fare was < e-cert amount on pmUA, you simply had to call web support. They knew how to set the base fare to 0 and just charge you for any applicable taxes/fees. I don't know if the process has changed, but I'd suggest calling them first in the future.
I haven't had any problems using e-certs since the merger, and the e-certs now come with additional perks that didn't exist on pmUA. Also, e-certs issued by UA in the past do not come with a PIN number. Furthermore, you have to enter the e-cert number at the flight search page, NOT the payment page. That's probably the most common mistake people are making when trying to redeem e-certs, thinking they aren't working, and then getting frustrated by trying to book over the phone.
Actually you can enter the e-cert number on the payment page under the "Rdemption Options" you have the ability to select a Travel Certificate or Gift Certificate and enter either the e-cert number of pin number and cert year. After clicking "Apply" the ticket amount will change and you can pay for the remaining balance.