On 17th January 2013 my wife and I,together with two friends arrived at Munich Airport at 12-10pm for the 15.25pm flight.LH2502 to Manchester GB.We noticed as we checked the depature board that a lot of flights had been cancelled because of the snow.We boarded the aircraft approximately an hour late and were advised by the captain that because of adverse weather conditions we would have at least one hour to wait.Time passed,then after about two hours in total he informed us that the crew had exceeded their hours and we would have to leave the aircraft and return to the terminal where we would have to rebook on an other flight.So far not unreasonable.
Once in the terminal we were directed to a queue with over a thousand other passengers already in it.The time was about 6.45pm
The queue moved very slowly,a trolley was pushed around offering bottles of water,dry biscuits and pieces of cheese,( I am allergic to cheese).The peoplewith the trolleys declined to answer any of our questions.We took turns to walk to the front of the queue to check on any progress and noticed that there was never more than three staff at any time manning the desks mostly it was two.At about 1am the desk clerks told people that they were leaving and would return at 5am.We noticed that thre was a strong police presence there at that time.We discovered from other passengers that the Red Cross had put up camp beds,but because we had neared the front of the queue and did not want to lose our place,two of us stayed.There were many people trying to sleep on the floor.Next day we noticed piles of blankets but nobody had bothered to inform us.At 5am the desk opened and we were finally attended to at 7.30amWe collected a leaflet from th desk which states:-
IF THERE IS NO LONGER ANY CHANCE OF YOUR REACHING YOUR DESTINATION TODAY,WE WLL LOOK AFTER YOU BY OFFERING YOU SERVICE IN THE FORM OF RERESHMENTS,MEALS AND OVERNIGHT ACCOMMODATION IN ACCORDANCE WITH EU REGULATION 261/04.YOU CAN OBTAIN RELEVANT VOUCHERS FROM THE LUFTHANSA SERVICE COUNTERS.It took almost 13 hours to reach the counter.When I asked about the meal vouchers they told us that the cheese, biscuits and water were all we were entitld to.
We finally boarded the aircraft just after 4pm and landed 25 hours later than we had planned.
The delay was not the fault of Lufthans but the dreadful way we were treated in the terminal was.