I witnessed the same at FCO during the volcanic disruptions. My flight to LGW was cancelled however the check in agents were superb and rebooked the 4 of us onto the first flight (to LHR) that was leaving (we were in Club).

However, in the lounge, the staff refused a request from another passenger to make a call to the UK and also refused to accept that we were entitled to vouchers for food (the food offering in FCO is crap).

But not all out stations are the same. At TXL last night, they dealt very well with my lost luggage and provided good compensation. Luckily, my luggage was returned this morning - only 12 hours late.