I don't kid myself that the CEO had anything to do with this -- but I have seen in the past with various things customer service issues where front line service isn't getting me traction (except for Comcast, US users!), there is often a executive customer service team linked with the CEO's office. They tend to be empowered to make other things happen than your typical first-line customer service reps. (Certainly with Etihad; I kept sending emails to their front line people and getting these tone-deaf "Thanks for flying Etihad, log in to your account for servicing" or some nonsense like that.) It was a quick email to write, a shot in the dark -- and it worked! I just posted because when I googled away looking for advice/tips on how to do this, there were many stories of being unsuccessful because their customer service, while polite, pretty much has their hands tied-- since I got lucky I thought others may be able to try this way too. Again ... good luck!