You know Ed won't read this, right?
I am not discounting your issues. I think the lack of communication is the single biggest factor in mishandling the problems airlines can't control.
Ideally, for a complaint, you might consider the "Elliot Method"--find it on Elliott dot org. Going directly to the top leaves few options.
This doesn't sound like a massive issue (to you, yes, to me if it happened, yes, but it's not of the class of losing Granny's ashes or breaking a wheelchair), and will be bounced to an assistant as most executive office emails are.
A genuine "formal complaint" is a DOT complaint. You will get a reply to that because it's the law, but what is it you want? A resolution is not an answer. Tell them what you want.