A few pieces of advice having been down this road on several occasions (with TG and other airlines):

(1) Address correspondence to a specific person (call in advance to get a name). This way you always have a specific point of contact who is responsible. Never send correspondence to a generic address such as "ROP Admin".

(2) Address all correspondence to a local/domestic office. When things go astray, you can followup for the price of a local call rather that international. Also, local/domestic mail arrives within 1 or 2 days, rather than 5 to 7. If things start to go astray, spend $1 to send correspondent by registered mail.

(3) Keep copies of everything. Everything. Keep brief notes of phone conversations (especially the name of the person you called and the time/date). Email is a great way to respond - rapid and in writing!

(4) Follow-up on a regular basis (every 2 or so weeks). This prevent things falling through the cracks.

My experience with TG is that they have a habit of saying one thing (to keep you happy and shut you up) but doing nothing (I have several experiences of this). They just don't seem to understand that it only comes back to bite them in the long run. That said, if you keep at them, they'll deliver in the end.