Well, unfortunately, as we've learned from dealing with the cruise lines for a very long time, sometimes the squeaky wheel......
In the class 'How To Run A Cruise Line 101', I think they teach how to put up alot of roadblocks to discourage passengers from continuing to complain. Think of it this way, if they have 1000 complaints and get 900 of them so irritated with the system that they just quit trying, then they only have to worry about solving 100 complaints. It's a numbers game to them.
As I've posted before; Lee Iaccoca said in his book, and I'm paraphrasing here, "It takes a lifetime to gain a customer's loyalty, but only seconds to lose it." He believed in doing whatever was necessary to keep the customer happy. He also said that a happy customer will tell 3 to 5 people about their experience, but an unhappy customer will tell 8 to 10 people. Of course, that was before the internet, so now you could multiply those figures by tens of thousands, but the principle is the same. He said you may lose money taking care of one problem, but in the end you'll make that money up many times because you've now got that customer for life.
It's too bad many companies (including cruise lines) do not believe in those principles.
Wish you good luck in your quest, but my best advice is don't give up. Be the squeaky wheel.