Originally Posted by
extramileage
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).
Not just dropped the ball, but burst it, stomped on it, threw it in the trash then burnt the garbage bin!
Please do update us OP after emailing/calling/writing to Tim Clark's office, how grovelling the apology and service recovery attempt is, if any!
fwiw, in my opinion, definitely an inside job!