Last August, I emailed the Access and Compliance Department -- waited a couple of weeks. No reply. Then on one of the cruising bb's, heard that HAL had to delete masses of emails due to a virus/worm that was wreaking havoc at the time. So sent another email -- received a reply the next day.
I did send a letter with a problem situation to the office of the chairman in December. Two months later received a lengthy, very responsive letter in reply. It wasn't an urgent problem, obviously.
When I found an unexplaind refund (half my cruise deposit) on my credit card bill from HAL. Becasue it was a Saturday, I couldn't get HAL or my travel agent by phone. I sent Hal an email. On the following Thursday then respond to my email with their standard "Talk to your travel agent."
By then I'd talked to my travel agent and after a half hour on the phone while they waited for an answer from HAL, I found out that someone has book the entire ship for the June 19 sailing of the Zuiderdam. They'd refunded the deposit for the 2nd week of our back to back cruises, but everything worked out fine. The half hour on the phone got us a $600 reduction in fare and another 2 catagory upgrade for both of our cabins.