Beware : the difficulty of using the UA e-certificate
Jun 4, 2012, 2:12 pm
#1
Original Poster
Join Date: Jan 2001
Location: AA Plat4Life4MM/DL MM SM4Life, UA/CO 1K
Posts: 645
Beware : the difficulty of using the UA e-certificate
I got 2 of them for $350 each from UA switching the 772 with flat beds to the old bacarlounger seats. Today, tried to book online and used the certificate, the computer would not accept it.
Called the 1K line and now after 36 mins, the nice agent still cannot finish my reservation and apply the RPUs...
And I was told that once you use the certificate, the computer won't give you back any risidual amount.
39 mins and still counting for a simple reservation IAH-DCA-IAH
Called the 1K line and now after 36 mins, the nice agent still cannot finish my reservation and apply the RPUs...
And I was told that once you use the certificate, the computer won't give you back any risidual amount.
39 mins and still counting for a simple reservation IAH-DCA-IAH
Jun 4, 2012, 2:19 pm
#3
Join Date: Sep 2008
Programs: UA 1K, Marriott Gold, Hilton Gold, Starwood Gold
Posts: 951
Were they issued pre 3-3 by United? If so, you probably don't have the PIN to use them online. This happened to me and it took over two months and about 10 phone calls for United to process them correctly.
Jun 4, 2012, 2:45 pm
#5
Original Poster
Join Date: Jan 2001
Location: AA Plat4Life4MM/DL MM SM4Life, UA/CO 1K
Posts: 645
102 mins and still counting. Wow, is this level of of training the poor UA agents get ? having to call a supvervisor..I really appreciate their patience.
After working for the airline for so many years and gain some knowledge and "expertise" on your computer system, and having to re-learn a new one !
I do have a lot of empathy for them, because I used to work for Western Airlines, and when Delta bought WA out, I had to go to re-training...and my, you should have seen the ticketing line at the airport when we switched over. And the angry pax we had to face. But with Delta, they could send over babysitters who walked around behind us and helped us when we got stucked. Funny, I learned to re-issued hand written tickets to computer issued tickets using the DL template. Talking about green screen
Last edited by AA2MM; Jun 4, 2012 at 2:57 pm
Jun 4, 2012, 3:02 pm
#6
Original Poster
Join Date: Jan 2001
Location: AA Plat4Life4MM/DL MM SM4Life, UA/CO 1K
Posts: 645
OK...this is what I was told.
My certificate is for $350, and it would apply only to the base fare. Not the taxes.
The poor agent has done many before, with the add collect, and this was his first time with a residual amount.
Hope you folks can help another agent out if you get into the same situation as mine.
My certificate is for $350, and it would apply only to the base fare. Not the taxes.
The poor agent has done many before, with the add collect, and this was his first time with a residual amount.
Hope you folks can help another agent out if you get into the same situation as mine.
Jun 4, 2012, 3:07 pm
#7
Join Date: Sep 2006
Posts: 6,967
Jun 4, 2012, 3:23 pm
#8
Join Date: Oct 2006
Location: HNL
Posts: 11
I had a similar problem earlier this year when the phone queue times were on the orders of hours. I called into the United Reservations line in Guam at (671) 647-6453 and the agent was unable to apply the certificate. Being that I needed the reservation anyway, I had him go ahead and book it. Later in the day I received an email from the agent letting me know that he figured out how to apply the certificate and attached my new receipt with the discounted price. I was billed the correct amount.
So maybe give the guys in Guam a call, they were able to figure it out for me without any hold time
So maybe give the guys in Guam a call, they were able to figure it out for me without any hold time
Jun 4, 2012, 3:32 pm
#9
Join Date: Feb 2010
Location: LAX
Programs: UA-1K, Hertz-Gold, Marriott-Gold, PC-Platinum, SPG
Posts: 2,777
Are these new problems that just happened in the last couple, three weeks? I have been bad for not booking any UA flight in the last few weeks! Otherwise, I thought those PRE 3/3 ecert's were working beautifully for some of us ;-).
Jun 4, 2012, 4:11 pm
#11
Join Date: Jul 2011
Location: MCO, DCA, IAD
Programs: UA GS 1MM, Marriott Ambassador & Lifetime Titanium, Hilton Diamond
Posts: 2,134
I got 2 of them for $350 each from UA switching the 772 with flat beds to the old bacarlounger seats. Today, tried to book online and used the certificate, the computer would not accept it.
Called the 1K line and now after 36 mins, the nice agent still cannot finish my reservation and apply the RPUs...
And I was told that once you use the certificate, the computer won't give you back any risidual amount.
39 mins and still counting for a simple reservation IAH-DCA-IAH
Called the 1K line and now after 36 mins, the nice agent still cannot finish my reservation and apply the RPUs...
And I was told that once you use the certificate, the computer won't give you back any risidual amount.
39 mins and still counting for a simple reservation IAH-DCA-IAH
Was able to use one of them but for a second one, after hours on the phone a customer care agent told me she would void the old one and issue a new post merger cert. Got it within 48hours by email and it took me less than 5 minutes to make the reservation online.
I would ask if they can void the old one and issue a new one that you can use online. (They have also less restrictions apparently.)
Jun 4, 2012, 4:55 pm
#12
Original Poster
Join Date: Jan 2001
Location: AA Plat4Life4MM/DL MM SM4Life, UA/CO 1K
Posts: 645
It took me two 2 hour phone calls to get a pre-merger UA cert to work. Had to have 3 agents and 2 supervisors involved as they couldn't figure out what to do.
Was able to use one of them but for a second one, after hours on the phone a customer care agent told me she would void the old one and issue a new post merger cert. Got it within 48hours by email and it took me less than 5 minutes to make the reservation online.
I would ask if they can void the old one and issue a new one that you can use online. (They have also less restrictions apparently.)
Was able to use one of them but for a second one, after hours on the phone a customer care agent told me she would void the old one and issue a new post merger cert. Got it within 48hours by email and it took me less than 5 minutes to make the reservation online.
I would ask if they can void the old one and issue a new one that you can use online. (They have also less restrictions apparently.)
I ended up paying $12.06 in tax, with the fare showing as 0.02 . You read it correctly : 2 cents. And my 1 hr on the phone.
Jun 4, 2012, 5:01 pm
#13
Join Date: Sep 2006
Posts: 6,967
I tried in March and April to book on UA and gave up. Had my first UA flight last week in a long time, but couldn't use the ecerts to book (booked in May)
Jun 4, 2012, 5:02 pm
#14
Join Date: Jan 2011
Location: SJC, SFO
Programs: UA, AA, SPG
Posts: 439
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, 5:21 pm
#15
Join Date: Jul 2011
Location: MCO, DCA, IAD
Programs: UA GS 1MM, Marriott Ambassador & Lifetime Titanium, Hilton Diamond
Posts: 2,134
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.