Suggest to copy & paste the relevant terms and conditions as one of the previous posters has provided and stick to it. All the other “passion” that comes out in your letter is good, but masks what you really want – try to be more fact-based (but understand the frustration).
Why not try social media – go on Twitter and send short messages until they respond? Also use Facebook to get your message across. Now you’re exposing EK to millions not just the one customer service person?
twitter account is: @emirates
facebook account is: https://www.facebook.com/Emirates
Etihad is abysmal in post-flight issues. Absolutely horrible. EK is still better if you can imagine.
Good luck and let us know what happens.