Beware : the difficulty of using the UA e-certificate
Jun 4, 2012 | 5:24 pm
#16
Suspended
Join Date: Nov 1999
Posts: 24,150
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.
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.
Jun 4, 2012 | 6:09 pm
#17
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
Jun 4, 2012 | 6:16 pm
#18
Join Date: Jun 2012
Posts: 8
I'm new here, and I just write my experience.
I have $125 e-cert for broken bathroom in the C cabin during international flight last June, and it did not work on the website as well as another did not work which was issued last December for international C lighting problem.
I called UA reservation, and right after I told my e-cert number and choice of the flight, the line cutoff.
So I gave up and buy the ticket without discount online.
(I do not imply that reservation agent cut the line... maybe because of my AT&T cellphone line)
It really sucks for customers to take such an effort to redeem inconvenient experiences.
I have $125 e-cert for broken bathroom in the C cabin during international flight last June, and it did not work on the website as well as another did not work which was issued last December for international C lighting problem.
I called UA reservation, and right after I told my e-cert number and choice of the flight, the line cutoff.
So I gave up and buy the ticket without discount online.
(I do not imply that reservation agent cut the line... maybe because of my AT&T cellphone line)
It really sucks for customers to take such an effort to redeem inconvenient experiences.
Jun 4, 2012 | 6:18 pm
#19
Join Date: Jan 2011
Location: SJC, SFO
Programs: UA, AA, SPG
Posts: 439
Sorry, yes I was referring to the old ones (though they also come in electronic flavor). I suppose I've been lucky that I haven't run into any significant issues post-merger that prompted issuance of any of the new certs. Or, more likely, I just tolerate more problems now and stopped complaining because I expect the worst.
Jun 4, 2012 | 6:25 pm
#20
Join Date: Jul 2008
Location: NY
Programs: UA 1K (1mm), Marriott Titanium, HH Gold, Hertz Pres
Posts: 433
I had some old certs from last year due to no AVOD for transpacific flight in J class. I also had a hard time using them, then realized you could only book one ticket with one certificate. Otherwise, no issues using them. Haven't had any certs < base fare tho, I'd just use them for a more expensive flight and save yourself the aggravation with tech support 
Jun 4, 2012 | 6:51 pm
#21
Join Date: Aug 2008
Location: Marin County, CA
Programs: Marriott LT-TE, United Gold
Posts: 472
I breezed through the bulk of the posts so I apologize if this has already been posted but if you're having issues getting a certificate to process online, ask to be transferred to the web support line after you get a regular agent. They seem to know the ins and outs of the whole process really well and have always been able to get my e-cert related issues resolved quickly!
Jun 4, 2012 | 7:41 pm
#22
Join Date: Jul 2011
Location: MCO
Programs: UA GS 1MM, Marriott Ambassador & Lifetime Titanium, Hilton Diamond
Posts: 2,134
I'm new here, and I just write my experience.
I have $125 e-cert for broken bathroom in the C cabin during international flight last June, and it did not work on the website as well as another did not work which was issued last December for international C lighting problem.
I called UA reservation, and right after I told my e-cert number and choice of the flight, the line cutoff.
So I gave up and buy the ticket without discount online.
(I do not imply that reservation agent cut the line... maybe because of my AT&T cellphone line)
It really sucks for customers to take such an effort to redeem inconvenient experiences.
I have $125 e-cert for broken bathroom in the C cabin during international flight last June, and it did not work on the website as well as another did not work which was issued last December for international C lighting problem.
I called UA reservation, and right after I told my e-cert number and choice of the flight, the line cutoff.
So I gave up and buy the ticket without discount online.
(I do not imply that reservation agent cut the line... maybe because of my AT&T cellphone line)
It really sucks for customers to take such an effort to redeem inconvenient experiences.
Jun 7, 2012 | 8:26 pm
#24
Join Date: Feb 2006
Location: SF Bay Area
Programs: 1P, AA EXP, SPG Gold
Posts: 1,491
I'm new here, and I just write my experience.
I have $125 e-cert for broken bathroom in the C cabin during international flight last June, and it did not work on the website as well as another did not work which was issued last December for international C lighting problem.
I called UA reservation, and right after I told my e-cert number and choice of the flight, the line cutoff.
So I gave up and buy the ticket without discount online.
(I do not imply that reservation agent cut the line... maybe because of my AT&T cellphone line)
It really sucks for customers to take such an effort to redeem inconvenient experiences.
I have $125 e-cert for broken bathroom in the C cabin during international flight last June, and it did not work on the website as well as another did not work which was issued last December for international C lighting problem.
I called UA reservation, and right after I told my e-cert number and choice of the flight, the line cutoff.
So I gave up and buy the ticket without discount online.
(I do not imply that reservation agent cut the line... maybe because of my AT&T cellphone line)
It really sucks for customers to take such an effort to redeem inconvenient experiences.
And welcome to FT!
Jun 7, 2012 | 9:25 pm
#25
Join Date: Dec 2009
Location: ICT
Programs: AA ExP
Posts: 1,860
The new way of handling ecerts is awesome!
Old 1016 UA ecerts work fine, just put them in the first offer code box when you're doing your initial search. For the below itin, I would have used to have had called UA.com Web Support, but now I can do it only with great results:
Pre-cert:
Base fare: $188
Taxes/fees: $40.20
After applying $200 ecert:
$10 in additional collection via CC. Very nice.
--
The new UA.com Web Support number is: 866 211 1861
Old 1016 UA ecerts work fine, just put them in the first offer code box when you're doing your initial search. For the below itin, I would have used to have had called UA.com Web Support, but now I can do it only with great results:
Pre-cert:
Base fare: $188
Taxes/fees: $40.20
After applying $200 ecert:
$10 in additional collection via CC. Very nice.
--
The new UA.com Web Support number is: 866 211 1861
Jun 10, 2012 | 2:18 pm
#26
Join Date: Jul 2008
Location: SEA
Programs: 1K 2MM
Posts: 605
pre-merger e-certs now good for flights more than 1 year after issuance?
Do 'less restrictions' now apply to PMUACO? I have a $350 e-cert that expires 7/3/12, and today a 1K CSR told me that I could use it for flights after 7/3, as long as I booked and applied the e-cert before that date. That's great if true, and when I made a few dummy bookings for post-7/3, using the e-cert #, it seemed to work just fine. Does anyone have experience w that? 
I'm sure someone does!
I'm sure someone does!
Jun 10, 2012 | 2:36 pm
#27
Join Date: Sep 2006
Posts: 1,051
I have no problem with dates of travel after dates of expiration, so far.
Do 'less restrictions' now apply to PMUACO? I have a $350 e-cert that expires 7/3/12, and today a 1K CSR told me that I could use it for flights after 7/3, as long as I booked and applied the e-cert before that date. That's great if true, and when I made a few dummy bookings for post-7/3, using the e-cert #, it seemed to work just fine. Does anyone have experience w that? I'm sure someone does!
I'm sure someone does!
Jun 10, 2012 | 2:45 pm
#28
A FlyerTalk Posting Legend
Join Date: Apr 2001
Location: PSM
Posts: 69,232
Jun 10, 2012 | 3:03 pm
#29
Join Date: Apr 2003
Programs: UA *G 1MM LT United Club & Global Entry
Posts: 2,756
The new way of handling ecerts is awesome!
Old 1016 UA ecerts work fine, just put them in the first offer code box when you're doing your initial search. For the below itin, I would have used to have had called UA.com Web Support, but now I can do it only with great results:
Pre-cert:
Base fare: $188
Taxes/fees: $40.20
After applying $200 ecert:
$10 in additional collection via CC. Very nice.
Old 1016 UA ecerts work fine, just put them in the first offer code box when you're doing your initial search. For the below itin, I would have used to have had called UA.com Web Support, but now I can do it only with great results:
Pre-cert:
Base fare: $188
Taxes/fees: $40.20
After applying $200 ecert:
$10 in additional collection via CC. Very nice.
For those struggling try this:
From the UA home page reservation box click on Advanced Search
Enter your itinerary
Enter your 1016 ecert in the Offer Code field
The system will identify which of your selected flight options are ecert eligible
SunLover
Jun 10, 2012 | 4:01 pm
#30
Join Date: Jul 2008
Location: SEA
Programs: 1K 2MM
Posts: 605
5. Ticketing Dates: Valid for 1 year from July 3, 2011
6. Travel Dates: Valid for 1 year from July 3, 2011
In any event, glad to find this out!