Let me start off by saying I wasn't sure if this should go in the website thread because although that's what started this it's not the whole story. Let me also say that I did a Search for ual, e certs, customer service and was unable to find a thread that fit this occasion.

If the moderator feels it should be moved I understand. . .Here's my story:

I went to book a ticket tonight SEA-LGA for a few weeks from now. I used my electronic cert # that I received from United. When I entered it, selected Schedule (as it says you have to do) I received an error message saying that it needed to be a round trip trip to use it. Umm. .. this is a round trip. I tried 3 more times knowing how horrible this website is. Didn't work.

Finally, a FTer IMd me and gave me the website support #. I called. Talked with Adam who told me that I needed to book the trip, pay for it, then send an email and fax with the information and the e-cert # they will read all of the T&Cs and determine if I can use the discount or not, get back to me with the differential. I told him I found that ridiculous and why can't he generate this reservation for me since their website isn't working? He said that's the way things are. Following the "good FT rules" I asked for a supervisor. Brandon came on the line (I would prefer that these names are posted because I hope that somebody from UA would read this and know what horrible customer service reps they have working at United).

I explained that I did not understand the logic in this if their website and their electronic certs don't work then why can't the provide me with the ticket and the discount. He told me that the way the first rep said it works is the way it works. We can't make it work; don't know the electronic numbers are real, etc. When I said that this doesn't make sense he said I'm sorry you FEEL that way (which to me is sooo insulting and discounts eveyrhing I'm saying). He said there's nothing else we can do and nothing more you can do except what we've told you.

I said - no, actually, I can book on aa.com!

I am NOT impressed with customer service received from United. And the lack of logic and trying to find a REAL solution just astounds me beyond words.