I've had this happen to me a couple of times when the airport codes didn't show up on the statement (it said XAA-XAO like you wrote above). I called the number on the card and they gave me the address to mail copies of the boarding passes and then they would credit me with the points. I don't know what you can do if you don't have the boarding passes for your relatives - it may just be too bad. Since this happened to me once, I tell everyone who I buy airline tickets for to save their boarding passes and submit them to me in case I have to mail in copies - most of the time I don't need to, but for the times that I do I make sure to have the boarding passes.