'Missing' in that context means not tracked which is different from not having an Enrich number lodged against the booking in the first place. I would forget all past conversations with them (you will just confuse another agent by referring to it) and email [email protected] saying that you'd like to have the points awarded to your account. Again I would avoid using words like 'missing' which mean something specific to them and something else to you. Looking at the various FAQ (and presumably their 6 rules to follow) it is quite clear that the FF needs to be on the booking so you may need to throw out some 'excuses' that there was an error when adding the number in 'manage booking' and at the counter you were forgot and were not prompted.