Air New Zealand passengers are sleeping in Japan's Tokyo airport terminal after snowfall stranded their plane.
The airline admits heavy snow and an airport closure had meant they weren't able to fly out on time and apologised to customers for the delays.
However, at least one is unimpressed after passengers, including children and young families, were left sitting on the tarmac for seven hours before the decision was made to move them to the terminal.
Jude Hoolihan said the Air New Zealand manager at the airport has refused to speak to the "full plane load of disgruntled passengers".
"Information has not been forthcoming from our national carrier. No representative has been to talk to us and people are being given conflicting information.
"People with no English are receiving updates in a language they don't understand. People are angry about our treatment. There is no food available."
Hoolihan said the flight crew "were amazing" but the Air NZ manager at the airport "has refused to come and speak with us".
"Very frustrating," she added.
An Air New Zealand spokeswoman said the "very heavy snow conditions" in Tokyo had impacted hundreds of flights, including its NZ90 service from Narita to Auckland.
"The aircraft was held in a queue to be de-iced, a process which needed to be done shortly prior to departure, with customers already onboard. Unfortunately, given the scale of the disruption, before our aircraft was able to be de-iced, Narita Airport closed and we were unable to depart.
"Customers had access to normal inflight entertainment and were served a meal while onboard."
The spokeswoman said thousands of travellers have been impacted by the storm and due to the extremely high demand the airline had been unable to provide hotel accommodation to its customers.
"Food outlets in the terminal are now open and additional staff including our Head of Japan, Clovis Peryer, are now at the airport to assist our airport team in meeting with and handing out meal vouchers to customers."
The flight was now scheduled to depart at 6.30pm today (Japan time), weather permitting.
"We are direct messaging customers that we have contact information for, with updates and a new scheduled departure time.
"We thank customers for their continued patience as we work through the significant challenges of this weather event."
Another passenger, who did not want to be named, said the plane was due to fly from Tokyo's Narita Airport to Auckland at 6.30pm on Monday.
However, boarding wasn't completed until 7.45pm and then take-off was delayed hour after hour, until seven hours had gone by.
At 3.30am the captain told passengers the flight would be cancelled, "with no clear plan B".
"There's no clear idea when we will be flown back to Auckland. At the same time Air NZ failed to provide us with hotels or suitable arrangements for the night. Passengers are sleeping in the terminal with kids and families on the floor."
The man said the situation was getting dire and he was speaking on behalf of "many stranded Kiwis".
He hoped by speaking out the airline would do something to help.
Passengers had been told no hotels were available in the wider Tokyo area so all they could do was wait.
However, they have now been kicked out of the terminal and told to collect their luggage.
The man said he and his young family were now lying on the floor at Air NZ's check-in counter.
"We are now waiting at the Air NZ counters at section J of the airport.
"They booted us out of the terminal and we had to clear customs and collect our luggage. They refused to even give us meal vouchers and refused to re-book us. Pretty much we're on our own."
Air NZ has been contacted for comment.
The snowstorm that hit Tokyo yesterday dumped 23cm of snow in the downtown area.
The heavy snow prompted widespread travel delays, including some road closures, according to Reuters. At Tokyo International Airport, about 250 departing flights were canceled, with at least 21 flights canceled for Tuesday.
At Narita International Airport, two runways were closed due to snow.