Originally Posted by benjoe
I used the 99$ companion voucher to buy a ticket. The CSR told me to make a photocopy and mail it in. I made the photocopy and mailed it in. The reservation on the website never indicated that it was received and a week before the flight I called them. CO said they never received the voucher, and because I didn't send the voucher certified, there was nothing they could do about it. One CSR said to wait until the day of the trip because the voucher may make it in -- yeah, right. Another CSR said that I could pay the going rate at the time of the original reservation. I canceled the reservation and used miles to book the trip.
I have exactly the same experience. Apparently mail handling at Smith St is a mess. I even knew in advance I should send it certified to avoid this, but was too lazy. Trying to resolve the issue online also led to an unannounced phone ticketing fee (which I am considering disputing because it wasn't declared.)
CO is considering replacing the certificate but haven't yet got back to me with a decision.