When I taught school in NC, it was nearly impossible to get anyone on the phone in the downtown school system office. And this was one of their employees calling and leaving messages about an important topic...about children. I quickly learned to suck it up and physically go downtown and knock on doors to get answers. While I understand you can't physically go to the HAL corporate office, I think your switching cruise lines over waiting for an email answer is a bit over the top. Pick up the phone.