A passenger at London's Gatwick Airport has been lauded as a 'hero' for stepping in to help manage the chaos caused by a significant technical failure in air traffic control systems. Kurtis Toy, a 36-year-old cyber security consultant, became a human megaphone on Tuesday, projecting information to thousands of stranded travelers and assisting overwhelmed airline staff.
The incident, which led to widespread flight cancellations and delays affecting approximately 330,000 passengers, originated from technical issues within the National Air Traffic Services (NATS) systems. Toy was initially on an easyJet flight to Aberdeen when passengers were deplaned after a four-hour wait due to the outage.
Upon arriving at the easyJet information desk, Toy observed that the two staff members were struggling to manage the large crowd of frustrated passengers. He offered his assistance, noting that he possessed a loud voice suitable for public announcements. After receiving a list of cancelled flights, Toy began broadcasting information to passengers, directing them on how to exit the airport and retrieve their luggage.
Toy, who was in London to deliver a speech on societal resilience during technological failures, found himself caught in the very scenario he was set to discuss. He spent approximately four hours behind the information desk, from around 5:30 p.m. until 9:30 p.m., before leaving Gatwick. He was eventually able to get home to Aberdeenshire after a 25-hour delay, traveling via British Airways from Heathrow Airport.
His actions, captured in a TikTok video viewed over eight million times, have garnered widespread praise online. His husband, Benjamin McToy, expressed pride in his efforts to help organize the distressed travelers. Toy's sister, Sharon Toy, noted his experience in public speaking and organizing large groups through his work in cyber security training and exercises as contributing factors to his ability to step forward.
The incident has also drawn attention to the leadership of NATS. The Transport Secretary, Heidi Alexander, has stated that NATS chief executive Martin Rolfe must produce a report on the cause of the technical failure within a week. Rolfe has faced scrutiny for receiving substantial bonuses despite previous air traffic control system issues in 2023 and 2025.
The Civil Aviation Authority has indicated that passengers are unlikely to be entitled to compensation for delays or cancellations directly resulting from the technical outage, as it is likely to be classified as an 'extraordinary circumstance' outside the airline's control. Passengers affected by such disruptions are advised to check their rights regarding assistance, which may include food, drink, accommodation, and alternative travel arrangements.