If you claim is legally legit, I wouldn’t waste any more time sending emails / letters / phoning.
If there are 4 of you, join up and go to a Swiss legal firm and get them to deal with it.
If as Canucklad suggests, you may have fallen outside the EU regs and you have no clain, personally, I would listen to what Bucksnet suggests. Enforcing Customer Care is not legally binding….
I have had 2 issues this week, one with my bank raising bank charges by a whopping 1500% (only 3 weeks notice given) and the other wonderful T Mobile dipping their hands into my bank for an unwarranted amount of £700.
Both times, I have left it to regulators/solicitors to deal with – quite frankly, I am fed up battling these large companies, I am too busy enjoying life…. :))
…..and people wonder how the Claims Culture was born.