Forget the emails - send them a registered letter to their registered company address.
Make sure its the same entity that sold you the ticket - hopefully it'll be through a UK subsidiary. Check the company address on
http://wck2.companieshouse.gov.uk/
Once you do that and your time limit has expired, then file proceedings through the Small Claims Court.
I suspect you will get a response if you do it his way. I have done this before with other companies with poor Call Centres (NTL) and their Legal teams seem quick to respond.