A cybersecurity expert helped relay travel updates to hundreds of passengers at Gatwick after a reported Nats system issue caused widespread disruption at UK airports.
Kurtis Toy, 36, had been removed from his Gatwick-to-Aberdeen flight after spending more than four hours on board without food. He then went to an easyJet desk, where passengers were shouting questions at staff about their flights, luggage and what they should do next.
‘Loud customer service’
Toy told Metro that some passengers were hard of hearing, there was no megaphone and the airport information boards were not updating. He said easyJet staff were frustrated because they also lacked information and had to telephone for a list of definitely cancelled flights.
After one staff member appeared to permit him to help, Toy moved over the desk and began loudly reading out the latest updates. He received applause after giving the first information to the crowd.
His voice became hoarse as he continued relaying messages. A woman gave him a bottle of water and a Kit-Kat, according to Metro’s report. After Toy had gone without a proper meal for 12 hours, the crowd began to disperse and his assistance ended.
He later struggled to find a nearby hotel because he had spent so much time providing information, but found an Airbnb in central London before returning to the airport.
A video of Toy relaying the updates received more than 3 million views overnight, according to his account to Metro. Asked whether he considered himself a hero, he said it was “loud customer service”.
Nats apologises for disruption
Nats said its operations were stable and that it was working with airlines and airports to support recovery from ongoing operational disruption. The organisation apologised to passengers, airlines and airports affected by its system issue.
Nats said its immediate focus was safely managing the day’s flights, while a full investigation would establish what happened and identify any further action needed.
Source: Metro News
