dag : make sure you send a detailed letter/email of compaint. list all the facts (but avoid nastyness) and ask for a specific remedy - money, free flight ...
ask for a reply by a certain date, let's say two weeks.
if no reply, ratched up the pressure and copy higher-up; again give deadline.
if no reply, copy the offce of the president.
if still no results contact the ombudsman at "conde nast travel"
www.cntraveler.com , suggest you buy/borrow from library a copy of cn to get an idea how they handle complaints. they seem to be good at getting results.
good luck ! hbg