She deserves special treatment. Period. Her horse is running in the only race CDI cares about and the least they could do is make sure she and however many guests she's bringing are accommodated. We're talking about incredibly basic customer service.
If Churchill wasn't hellbent on selling every bit of premium seating, they would reserve some for connections. The only major race (and it's obviously a much smaller scale then the Derby) where I've been anywhere near an owner was last year's Arlington Million. Unsurprisingly, Arlington's staff went above and beyond with hospitality. That's what you do. Personal concierges, private seating, transportation, etc.
She has every right to be annoyed/disappointed and quite honestly, she deserved better treatment than people who simply bought a ticket adjacent to where Churchill sat her.
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