Originally Posted by
IAH-OIL-TRASH
the gate agents handle upgrades - not flight crew. If there were seats available and she was assured of upgrade, she should have approached gate agent directly before boarding. The purser has a variety of primary concerns while boarding. Upgrades is not one of her/his.
It sounds like there was some miscommunication at gate.
There was clearly miscommunication at the gate, as the gate agent never got past their assumption that the OPs elderly mother had no PPs applied.