✅ Trip Verified
| Firstly, my daughter and I (after arriving early, so we could eat!) encountered the stationary baggage queue (courtesty of BA) and despite joining the queue before it opening (2 hours before flight) we waited 45 mins to deposit cases. We complained and were told, there had been a problem. Secondly, immediately afterwards, we queued again for security, and I remembered a disposable bottle full of water (approx. 1 litre) in my bag. Already well into the queue, I assumed there would be somewhere to dump the liquid at some point (as is in UK and USA), I found a bin with plastic bottles in it and attempted to empty water into it. An extremely rude member of security (aisle 5) shouted at me for some minutes in German, much to my surprise and upon realising I didn't understand a word, told me to "do as I would at home"! I was doing exactly what I would have done in the UK and was then told either to exit the queue to dump the water in a toilet (which evidently would have resulted in my missing my flight) or that I had to drink the whole lot! I figure this was an exercise in humiliation, and one I had no choice in assuming I wanted to catch my flight. Immediately after this horrible episode I sought a place to complain and found a friendly guard who attempted to mediate to no avail and then suggested I formally complain. As I was speaking to him (10 mins) my daughter saw our flight was boarding and dragged me off to get in that queue. Passport control again and another 30 minute queue, which resulted in us running through the gate as they were closing it, 3 minutes before scheduled flight. I attempted to mention my concerns to the the same BA stewardess who had handled our baggage, only to be told that "it wasn't her fault"! I was in a complete state by the time I boareded and had been convinced (through no fault of our own) we were going to miss our flight. We had queued for the whole 2 hours - no duty free, no meal, no way I will ever visit Cologne again. A lovely BA stewardess explained that this is a new route (6 weeks), but there is no excuse for this kind of treatment, it leaves the bitterest taste from our 5 days away.