Originally Posted by
flyer2025
My usual experience with different airlines was that they provided hotel, that's why I am so surprised right now. The support agent said to get hotel ourself but they cannot guarantee the full refund. So I asked them to provide BA policy so we know which hotel can we book, but they just said they cannot provide it - no support at all. And the ground staff actually said that we will get hotel information on email - we never did. We just got any hotel cause we were super tired after this terrible day.
Plane was broken but they were hoping to fix it soon that's why they did not let us out of the plane.
In a situation like this don't rely on the assistance of ground staff or phone agents. None of these are going to say that you can book on your own and expenses will be reimbursed. In a situation like this you take control of the accommodation situation yourself and book a hotel on your own. As long as resonable (others in here has provided far more specific advice on this) hotel expenses will be reimbursed afterwards without issue. So will reasonable expenses for food, drinks (non-alcoholic), meals etc. And transportation to/from the hotel to airport.
Sounds like a really horrible experience. I hope your flight tomorrow will be far better. Unless you accepted the rebooking for tomorrow you can still inquire whether rebooking to Lufthansa, Swiss or Austrian Airlines are options; to get you to your destination quicker than tomorrow.
EDIT: Looks like LH has seats to KRK via MUC, departing LHR at 17:50 today or LOT via WAW at 18:10 from LHR