As the poster talks about TUI and First Choice I assume the booking is for a holiday, thus contract is with holiday company not airline so how can a pilot in fear of his/her job help? I agree this is an inappropriate medium to ask such questions and should be moved SLF section.
On the other hand a 1 min google gets me the email address of the CEO and other board members which I personally would try, along with some advise of how to write such an email.
At then end of the day everyone is fighting to save jobs in an ever changing market and I wish anyone luck in getting a timely response from any customer service department currently.