A cyber security consultant dubbed the 'hero of Gatwick' took it upon himself to act as a human megaphone for easyJet staff struggling to manage thousands of distressed passengers at London Gatwick Airport. Kurtis Toy, 36, stepped in to relay crucial information after flights were axed due to major technical issues with air traffic control systems.
Toy, who was traveling to Aberdeen, had been on his flight for over four hours without food when the cancellations began. Observing two easyJet employees overwhelmed by hundreds of passengers seeking answers, he offered his assistance. "I have a very loud voice, and I really don't have a problem with shouting to people," Toy told Metro. He began announcing flight cancellations and providing instructions on how passengers could retrieve their luggage, earning applause from fellow travelers.
"Everyone listen up for a second again please," Toy was heard saying in a TikTok clip that garnered millions of views. "So, if your flight currently says cancelled, and it's not one of the ones I've read out, we don't know which gate to go to for you to get your luggage back."
The disruption, caused by technical failures within National Air Traffic Services (NATS), affected an estimated 330,000 passengers across the UK beginning Tuesday. By Thursday, the chaos had extended for a third day, with over 2,100 flights canceled nationwide. London Heathrow reported 28 cancellations, Gatwick 11, and other airports also experienced significant impacts.
Toy, originally in London to speak on technological resilience, found himself in the midst of the very system failures he was scheduled to discuss. He described the airline staff as "clearly exasperated and frustrated" but managing well under the circumstances, despite their limited volume. Toy ensured passengers understood that he was relaying information as it became available and could not provide more than that.
His actions gained widespread praise online. His husband, Benjamin McToy, expressed pride in Toy's efforts to help organize people. His sister, Sharon Toy, noted that as the founder and CEO of Onca Technologies Ltd (Cyber Security), Toy is accustomed to speaking up when necessary. One online commenter remarked, "As a project manager, I'd hire this guy today if I had a job available."
While some passengers were understanding, Toy also recounted an instance where a passenger became aggressive. Toy firmly asserted his position, stating he was not obligated to remain calm and demanding the passenger change his tone or leave. The passenger reportedly backed down.
As his voice grew hoarse, a fellow passenger offered Toy a bottle of water and a KitKat. He eventually secured an Airbnb accommodation. Despite being called a hero, Toy downplayed the title, stating it was simply "loud customer service."
By Thursday morning, the disruption was beginning to ease, with schedules expected to return to normal later in the day. The system issues had led to calls for the resignation of NATS chief executive Martin Rolfe.