Do they reply to emails?

I have emailed the first address in the list of addresses but they are yet to reply, I'm wondering if there are any other avenues to getting a refund or which email is best to use? Thanks in advance.
Ok, so I have had a massive relationship break down and I suffer from anxiety, so as you could guess my anxiety levels have been through the roof. My sister and I planned a girls trip to Byron for bluesfest, so I found some relatively cheap flights, put the on a 96 hour hold for $16, but when I went back to find them they said they didn't exist, so I just thought I must have taken longer than 96 hours. I was really angry and upset at myself because I felt like I couldn't afford this trip in the first place, So I rebooked some tickets, they had gone up $150 but I thought that's what I get, so I paid via direct debit, one hour later I realise I've booked for the week after I meant too. I call the call centre straight away thinking they could cancel the payment before it goes through, they tell me they can't cancel anything until I receive the itinerary email, I thought ok, and waited for that. Once received I got to change the flights, this will make the total price of the tickets $750, which I could never afford. So I call the call centre back to cancel them, seeing as it's 2 months away I didn't think there would be a problem. The lady asks what my reason for cancelling is, I explain I mucked up my flights and can't afford it, she says in her robot voice, ok that's fine, your flights will be forfeited and you will receive no refund, I'm absolutely devastated and hang up. Then I find this website while I'm trying to find a way to get a refund and I find the list of emails. I have so far tried the first one but no one has replied. I'm wondering if this is a normal thing, or which email you are most likely to get a reply from? I really don't want to call any more of their rude staff because as soon as I start talking to them about it I break down.
Can anyone help me with this or do I just have to live with my mistake?