Add the card to her My Wallet section if Skymiles profile. While this used not to work for AU Reserve cards, it does now. Once in profile she won't need to show card again.

I highly doubt you'll get pass back. However I would try the line, "I just found out if i had added her card number to her My Wallet, she would've gotten in without showing card. Why didn't agent just tell me to add the card to her My Wallet?"

If no reply/no luck, can try emailing Ed. However I would suggest saving that option for something serious.