As someone who had to suffer the goings on that afternoon it sounds that they did the best they could. We had 3 hour delays for all flights using London airspace and then everything went back to 2344z. No one could give any idea when flights would go so some boarded, others decided it was better to leave the pax in the lounge. All these decisions were based on what could be given to the pax on board the aircraft. When the problem cleared it was a mad rush to see who could get out first. Not my idea of a fun afternoon
