Originally Posted by longtimereader firstimeposter

Hello - AA is always surprising me with new policies but I was told today that I could not upgrade my companion who was on a Web Special Award ticket if they are not on the same PNR as me. Has anyone else experienced this or is this a new policy?

Backstory - I was upgraded at the 100 hour mark for my flight and my companion was not. I called in and the agent assured me my companion was on the upgrade list but they were split out. Still not upgrade at the 24 hour mark (but 10 seats available) so I called again and the agent said my companion was still on the list. I asked if she could do a little deeper digging to make sure everything was set up correctly. The agent spent about 10 minutes looking and said everything looked good.

Today - when the upgrade list appeared on my phone my companion was missing . I called again and the agent said my companion was on the list, it was a glitch but the airport can see them (I love when I get BS). I asked the agent if she could do a little more research because that did not seem correct. The agent put me on hold and told me I couldn't see my companion since they were on a Web Special and read me some policy saying the companion had to be on the same PNR. I told them my companion was upgraded on the outbound and I looked through my past 5 trips and my companion was on Web Specials for 3 of them and they've been upgraded on all the flights. The agent told me I got "lucky" to which I replied if something happens 7 times in a row, I don't think that's luck. She put me on hold again and her manager did an "override" to get my companion on the list (hopefully they clear!!) but going forward they should not be able to upgrade on a Web Special. The agent also was going to show me on the AA website where this policy was written, but of course we both navigated to the site together and it does not.