I've recently had some success with the escalations email address to push through ticketing of a change made by an agent in Hobart. They picked up the email within a couple of hours, replied and said it had been sent to ticketing. I immediately replied saying that nothing yet had been received and to my surprise I got another response saying to wait as it was queued and would be done. E-ticket received that night. It's quite possible that because the alteration was done by a Hobart agent, it was in fact a simple reticket and the booking wasn't royally mucked up it was an easy one for the team to resolve. Maybe the escalations which involve more manual interventions are being reviewed, but because of the sheer number of issues the team is overwhelmed - but I'd be guessing at this point.