Hi Deborah!
I do know that all upgrades to tickets must be done in person at any Disney World ticket booth. My question for you is has your friend used the ticket or has it just been purchased? It sounds as though the original sales rep was saying you have 14 days after first use to upgrade. If the ticket has been used, my only suggestion would be to call back and ask to speak to a manager and explain to them what you were told. I’m not sure if they can do anything for you, but it’s worth a shot. For Walt Disney World Tickets, call (407) 939-1289.
Sorry I can’t give you a better answer.
Leslie
Visit Walt Disney World Resort to explore the magic.
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