I'm currently at FCO where my flight (FCO-LHR) is delayed exactly two hours (scheduled departure: 17:15, estimated departure as printed on my boarding pass and on electronic departure boards: 19:15). There are signs on the check-in counters instructing customers to ask for a copy of their rights under EU rules for cancellations or delays of at least two hours. I asked, and the CE check-in agents refused to provide the rules or any "duty of care". I asked again in Terraces (where the EU notice is also displayed at the desk) and the agent called her superviser and was advised that BA would not be providing "duty of care" or copies of the rules today. The agent agreed that BA is violating EU rules, but she said she can't over-ride her supervisor. She encouraged me to report BA for the violation. Anyone else encountered this? To be honest, it's more of an academic argument and I was originally asking largely to see how the process works, but now on principle I'd like to hold BA to compliance and it's bizarre that they're blatantly violating the rules to save on a few meal vouchers.

Of course, BA could have avoided this whole thing by making the new departure time 19:14 instead of 19:15, but they didn't.