I'd like the advice of FT gurus on how to proceed with this situation.

A friend flew DXB-JFK yesterday. She was booked in Y and upgraded with miles several days out to J. She also put in a chauffeur drive request for drop off at JFK.

When she tried to access the chauffeur drive booking online the day before the flight to confirm the reservation, the link was broken, so she didn't bother with it.

On arrival at JFK her name was not on the list. She spoke to someone and was given some rubbish about mileage upgrades not being eligible for chauffeur drive and that there was no request on their system.

I suppose in retrospect my advice would be confirm over the phone and carry a booking confirmation with you, but I also keep telling friends to not carry print outs of their e tickets as it's nothing more than a waste of paper.

How should she proceed with this? Should she be compensated with cab fare for the journey to Manhattan (though I think she took the train), or ask for miles as compensation, or is there some clause that puts the onus of ensuring the reservation is in place on her?