I would be making a phone call as opposed to sending an email, since IME email systems aren't even close to making anything happen.
The reason why I say that is that I had two very different things happen both of which email did not fix. The first was a refund on a ticket, which I followed the direction of the 24 hour guarantee. Two emails and zero success later, I called and it was fixed and refunded within 72 hours.
The second was when I was trying to do a status match this past March. I quite honestly did not realize that the two res systems were being merged and quite the debacle happened over here. Out of sight, out of mind eh? Anyways after a month and a half, I received an email from Customer Care asking if everything went alright with the status match. The problem was UAL never matched me over and I forgot about it as my job changed focus and with it, travel went down for the summer.
But since travel resurfaced, I looked to status match again and I called this time and they had everything taken care of within the hour of me calling them.
When scientists finally discover the center of the universe, many people will be surprised that they aren't.