Passengers flying any airlines will face changes to the flight time, date or route introduced by carrier sooner or later. In such a case customer should accept or reject the change. In theory we are entitled to rerouting free of charge, compensation or refund. In European Union passenger rights have been described in regulation 261/2004. The regulation applies in this case because flight is originating and ending in European territory.

In reality I had a trouble to communicate with Lufthansa via website (e-mail) or via their representative office in Jakarta, but at last we were able to register the claim in their system.
It has been more than 60 days since the first contact and no decision was taken by airline,yet. Three passengers (family) want to refund their tickets and all what Lufthansa can do is to write no-reply e-mail with“please wait” information.

Passengers have taken decisions that affect the situation and more decisions shall be made soon. Yet the Lufthansa did not respond with a decision. I have come to conclusion that this is like a movie with Charlie Chaplin and I decided to act. I applied for help outside and I am waiting for response.

The question that I wonder is what would you do when airline customer service is playing games? How do you resolve such issues? Christmas is coming soon.

Thanks for your input.

Update as of 13th January, 2015:

My written first claim sent by e-mail to Lufthansa was dated: 9th of August, 2014 - 5 months ago. At that time I have asked Lufthansa for options to a flight that departure has changed. After some time I asked for help form ECK/ECC: http://www.konsument.gov.pl/en/eck-w-europie.html in Poland as my flight was from Poland to Frankfurt in Germany. The case was registered at number ECK 240175/14/PL/KM. At this time I requested to refund all three tickets (for all three passengers) fully. Later (in Ocotober '14) the case was sent to Germany to be dealt with by CEC-ZEV http://www.cec-zev.eu/landingpage and registered under number ECK 288178/14/PL/KM. CEC-ZEV has sent at least two written correspondence to Lufthansa. Nobody ECK / CEC-ZEV or me was unable to receive any reply despite that the claim was registered. by Lufthansa.

The miracle day: 4 January, 2015: 

It was a day when the flight was scheduled! On this day morning I discovered we have valid tickets, working reservations and I can check-in myself online or assign new seat. What a surprise lasting 140 days! Before I tried to claim refund and as of 4th of January, 2015 - suddenly three of us are passengers again. We were passengers with all rights because we had valid tickets, active reservation (a contract with airline to be honored by airline) I tried my best again I wrote to Lufthansa, I contact them by phone and email. It was not our fault that we were in Jakarta instead in Poland, Europe due to their negligence to inform us on the status of the case. Since in accordance to Lufthansa we were passengers then I claimed full compensation, rescheduling and accused them of dis-informing us.

The phone call: 5 January, 2015:

A phone call from a pleasant  female voice representing Lufthansa and she tries to figure out what happen? Of course she apologized but she was unable to state when Lufthansa will take its decision. She informed that the updated claim goes now to "department of missed flights" and that someone will contact me ASAP. That was a week ago and nothing happen. In meanwhile ECK and CEC-ZEV updated my claim and resend written communication to Lufthansa. Besides quite an emotional behavior from my side the calling female personnel was absolutely incompetent to answer any of my questions and no decisions were made again.

We require help to understand why we cannot get the answer? Why Lufthansa is not treating us seriously? Why their decisions take so long?

They pushed me so far that I hold in-hand a written claim on official application to Civil Aviation Authority.
I will send it it shortly however I doubted Lufthansa will do anything about it or care enough to answer it.

Can anyone suggest a legal office in Germany specialized in such cases? I would like to open a legal action against Lufthansa. Does anyone had a similar situation?

Thank you for reading.

FYI: the flight on 4th of January, 2015 departed at 13:30 my original tickets shows departure at 14:50. it was the operating carrier who changed the flight schedule.