PDFs not displaying text properly when going Mac- PC

We have a serious issue all of a sudden where AI files using Futura being converted to PDF are NOT showing up properly when viewed on PCs. This user is running 10.4.11, CS3 and Font Reserve. When she exports to PDF, random letters will be missing from the PDF file. This cost us a LOT of money last week when a file was sent out for printing. If they convert the fonts to outline prior, it works fine.
We didn't have this issue, ever, until the last week or so. As far as any of us know, NOTHING has changed in our environment.
I also had the user try to run the AI file through Distiller instead of "Save As PDF0", and it just errors out each time.
Any ideas?? Font issues are by far my biggest weakness, so it's a royal pain for me to figure out. Although, I don't even know if this is a font issue or not. Help!

>They are just using export to PDF for the files.
From what program? No version of illustrator can "Export" to PDF. They all Save to PDF. This is more than an issue of semantics. If someone says they are "exporting" to PDF they might not be using Illustrator. An Illustrator user would not refer to "exporting" PDFs because that's not something they can do.

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