“There were just two KLM people shouting at hundreds of people ‘Just book a hotel, sort it out on your phones’,” said Moore.
“Calling KLM customer support was an impossibility. It was engaged all day.
“On Monday night, it was absolute carnage in the airport. There were hours of queues at baggage reclaim.
“The KLM desk was roped off and you couldn’t ask questions. There were people just handing out cards telling you what to do.
“We still have no idea [about] our luggage, no idea about getting all our money back, and we’ve laid out the best part of £1,000.”
KLM told the BBC air traffic at Schiphol had been disrupted since last Friday, with the poor conditions expected to continue over the coming days.
“Today the weather conditions are relatively good, allowing KLM to operate nearly all scheduled flights,” a spokeswoman added.
“We advise our customers to stay at home or in their hotels until further notice from KLM about their rebooking.”
Flights between Norwich and Amsterdam remained grounded on Wednesday.
An early flight from Norwich to Amsterdam was cancelled on Thursday, with two mid-morning outbound and inbound flights going ahead, albeit slightly behind schedule.