Hmmm. If she had the upgrade eligible arrows on her reservation, then it looks like it is the common issue where you don't get added to the battlefield list (upgrade at the gate). I've given up that battle as I've been fighting it since the CO days. Once I spent several hours on the phone with several agents and supervisors for a single reservation just so that they can add me to the battlefield list (yes the entire time I was at work) and failed. I've resorted to alcoholism in the UC instead.

If she doesn't have the upgrade arrows, then it might be a deeper issue where the MP isn't associated to the card correctly.