Unacceptable treatment of passengers when flighs delayed 4 hours

What a total disaster when it comes to customer experience. The flight on Wednesday 16 October was delayed by 4 hours, and clearly ground crew are not empowered to deal with the situation. No meal vouchers or lounge access offered to guests stranded for 4 hours! This is appalling...there is no focus on guest experience whatsoever! Ground and air crew were only "authorised to apologise"- this needs fixing fast as customer experience is ranked top priority in today's competitive marketplace.