We asked UA to waive their debit memo for the missing cert no and they said no -we should know better. But their own employees don’t know the correct procedure when asked, and the instructions to include the cert no. are NOWHERE to be found. Trust me – I’ve looked everywhere! It is NOT on the certificate ticketing instructions nor is the reservations system where the certificate says to look. In fairness to UA they said they would waive our debit memo on a “one time exception basis” if we sent them the debit memo and the certificate.

We disputed AA’s debit memos on the exchanges from non-refundable to refundable and have not yet had a replyt. However, I did find where AA had the instruction that we failed to observe. We had one agent change tickets on a reservation for a family, exchanging 5 non-refundable for refundable – AA wants $500.00! In this case she made the mistake once but AA is multiplying their fee by 5!