Looking for advice because this one is beyond frustrating.
My family had confirmed SWU upgrades into business class on AA 276 SFO to JFK. Confirmed, ticketed, all set. At the airport, a desk agent downgraded them back to coach.
I spoke with a CK agent who confirmed it was an airport agent error. She could see the exact timestamp, who made the change, and that there were no notes explaining why. She also said only an airport agent can downgrade a confirmed business class seat, which makes this even clearer.
Despite that, the airport agent and even the onsite supervisor refused to admit any mistake. There are no business class seats left now, but there are three first class seats open. They still won’t move my family into those.
So now my family is stuck in coach after having confirmed biz seats, and the people who caused it are pretending nothing happened.
What can I realistically do at this point? Is there any escalation path that actually works when airport staff dig in like this?
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