You should contact your I/O rep directly. It's quite shocking, really, that they've dropped the ball on this. This is Tim Clark material.

Inside job or complicity is most likely the problem here although the pax in question may not be at fault (someone could have sold them the ticket for cash, for example, and used the miles to issue the ticket).

Back in 2010 an EK agent was convicted of embezzling 2.6 million miles by creating 2,000+ skywards accounts with correct details for unknowing pax (yes...a lot of people don't have FF accounts) but using his email and password. He then transferred miles or issued tickets on his behalf. Got busted when someone tried to create an account and found that one was already existing.

http://gulfnews.com/news/uae/crime/f...-fine-1.692337