I've gotten slightly inconsistent information from United phone agents about this and wanted to ask what people's actual experiences have been. The scenario is if you have ticketed an itinerary, using a CS25 or CS50 certificate (or perhaps other similar-type certificates) which reduce your out of pocket cost by reducing the fare basis. A few days later, you notice that a sale is going on and the exact same itinerary is available for less, in which case, United's policy normally would be to issue a voucher for the value of the difference. But in this scenario, United phone agents are consistent in telling me that they cannot process a voucher to be mailed to me unless the new fare is below the old actual fare I paid, including the discount. This can be frustrating since if the fare drops approx. $25 or $50, then a CS25 or CS50 (respectively) that was used at original ticketing time was effectively wasted.

The inconsistency comes when some United phone agents recommend that I try visiting the place of original ticketing and see if they can help me out, even if the phone agent cannot. Other United phone agents say that even the place of original ticketing cannot do anything for me. I'm wondering if the resolution between these conflicting statements is that the ticketing location is allowed more discretion to do what they think is right. Even if the computer won't let them return the CS25 or CS50 I used to me and then re-apply it to the current fare, perhaps they can choose to give me a brand new CS25 or CS50, then take it back immediately to ticket the new fare. But, this would be at their customer service discretion, as opposed to a "guaranteed" benefit.

What have people's actual experiences been?