A delayed passenger dubbed the 'Hero of Gatwick' has revealed he told exasperated easyJet staff: 'I do have a very loud voice and I'm happy to project what you need.'Kurtis Toy, 36, received applause from fellow stranded travellers when he became a human megaphone to help airline workers struggling with the volume of questions.The cyber security consultant from Aberdeenshire came to their rescue on Tuesday as tempers frayed among passengers desperate to fly out of the London airport. He eventually got home after a 25-hour delay, flying via Heathrow with British Airways.Mr Toy had ironically been visiting London to give a speech on Britain's resilience when technology fails – but was soon one of 330,000 passengers caught up in the first day of cancellations caused by technical issues with air traffic control systems.He had been meant to fly to Aberdeen but sat on board the easyJet flight for four hours from 12pm, before the captain told everyone to get off because of the outage.Mr Toy said he went to the information desk to check for food vouchers and came across hundreds of passengers trying to get answers from two members of staff.The workers were 'very helpful but quiet', and he aided one of them in passing a message onto someone who was hard of hearing. Others then started asking him questions about their flights because his loud voice could project across the desk.Mr Toy said he asked the workers if he could help and got a list of cancelled flights to shout out to passengers. Footage posted on TikTok, viewed more than eight million times, shows him behind the information desk addressing the crowd of travellers. Kurtis Toy helps easyJet staff at Gatwick Airport by shouting out instructions on Tuesday Mr Toy been kicked off a flight to Aberdeen on Tuesday after more than four hours on board Kurtis Toy (right) with his husband Benjamin McToy (left) and dog Ghost on their wedding dayHe told them where to go to get escorted out of the airport and collect their luggage, staying behind the desk for about four hours before leaving Gatwick at 9.30pm.Mr Toy said: 'I was on the plane for about four hours in total. The captain said the system was down. They let us off the plane and said to keep an eye on the board and get food vouchers.'I got off the plane and went to the easyJet desk to find how long it will be for the food vouchers. There were already about 100 people there. Your rights when a flight is delayed What flights are covered by UK consumer law?Flights operated by an airline departing from a UK airport, flights operated by a UK or EU airline arriving at a UK airport, or flights operated by a UK airline arriving at an EU airport.– How long must a flight be delayed before I am entitled to assistance?It depends on the distance of the flight.For flights under 1,500km (932 miles) such as from Glasgow to Amsterdam: at least two hours.For flights between 1,500km (932 miles) and 3,500km (2,175 miles) such as from Manchester to Marrakesh: at least three hours.For flights over 3,500km (2,175 miles) such as from Heathrow to New York: at least four hours.– What should this assistance include?A reasonable amount of food and drink (often via vouchers), a means for you to communicate (often by refunding the cost of phone calls) and accommodation and transfers if an overnight stay is required.– What happens in reality?Airlines often fail to provide this assistance during major disruption because of being overwhelmed by requests and a shortage of available rooms in local hotels.In this scenario, the Civil Aviation Authority (CAA) says passengers can organise their own assistance and claim the costs back from the airline by submitting receipts.– Does that mean I should book a luxury hotel suite and order champagne?Airlines are unlikely to reimburse you for that. The CAA advises passengers not to 'spend more than is reasonable'.– How long must assistance be provided?Until your flight takes off or you accept a refund after deciding not to travel.– What about getting to my destination?If a flight is cancelled, airlines are required to get you to your destination if you still want to travel.Most will book you onto another of their flights, but you may be entitled to travel with another airline or by an alternative mode of transport if it will get you to your destination significantly sooner.Passengers doing this are often required to purchase their own tickets and submit a claim to their original airline for reimbursement.– What if I no longer want to travel?You are entitled to a refund if you have been delayed by more than five hours.– Am I entitled to compensation for a delayed flight?Airlines may be liable for compensation if the reason for a delay is deemed within their control, such as a fault with the aircraft or pilot sickness.Causes of disruption classed as outside their control include severe weather, air traffic control control restrictions and security alerts.In the case of Tuesday's disruptions, passengers are unlikely to be owed compensation as the technical issue is considered an 'extraordinary circumstance' and out of the airline's control.– What if my flight is cancelled?You are entitled to a refund or a replacement flight, and the same assistance as if your flight was delayed.– Can I claim compensation if my flight is cancelled?You can if the reason is deemed within the airline's control, you received no more than 14 days' notice and depending on the timings of a new flight offered.Again, Tuesday's events are unlikely to fall within this category. 'I eventually got to the front of the queue and there were two easyJet staff that were doing a great job but were obviously overwhelmed by the volume of people.'Everybody was getting more and more frustrated. One of them was very good and helpful, she was just quite quiet, she was explaining something to someone hard of hearing.'I have quite a loud voice and it projects so I explained it to him over the other side of the desk. Someone else with the same flight asked me what it was so I said the same thing to them.'He explained that people were then asking him about the Aberdeen flight because he was at the front of the queue and they had seen him.Mr Toy said he told one easyJet worker: 'Feel free to tell me to go away if you need but I do have a very loud voice and I'm happy to project what you need. It's not like I have anywhere to go. Do you have a list of the cancelled flights?'He explained that the boards were being updated 'very slowly' and often told passengers to go to the information desk.Mr Toy added: 'I had to tell people which flights were cancelled and which gate to go to be escorted out of the building and get their luggage.'He used his experience carrying out digital security exercises in which he organises large numbers of people, which he said had taught him to project his voice.Mr Toy also said the staff were grateful and he received a round of applause from the travellers he helped.He continued: 'I teach and do exercises about digital security. I do a lot of public speaking so I am fully capable of projecting my voice. I just turned into a human megaphone. Everyone thinks I am a teacher and I can see from the video why people got that vibe.'I ended up being behind the desk for a few hours. All of the flights were then cancelled and I left the airport around 9.30pm. The team was very kind and grateful I helped. One of them bought me a bottle of water and a KitKat.'She was happy to hand me the list and I just called it out. I got a round of applause and people saying 'thank you'. The app wasn't working, no-one was to blame.'I was down in London to speak to cyber colleagues and discuss what happens in society when significant digital destruction happens. It was partly the reason I was happy to help out.'While Mr Toy has been branded a 'hero' online, he said he only wanted to help.After leaving the airport, he spent the night at an Airbnb and got a flight with British Airways from Heathrow the next day at 12.30pm.Mr Toy said: 'I think the word 'hero' is overused. I was just at the right place at the right time and was able to lend a hand.'It was nice to see people just being nice to one another, everyone was stressed out. I wasn't taking nonsense from anyone because it's nobody's fault. It's not doing any more than any human would be able to do, it doesn't take much to be able to lend a hand.'When there's a pandemonium going on you have a choice of dealing with it and letting it roll over you. I speak in a lot of conferences so I am used to organising large numbers of people, so maybe that's where it comes from.'Upon arriving at Heathrow on Wednesday morning for his new flight, Mr Toy was 'worried the same thing was going to happen'.But he added: 'I was very relieved when the plane actually started moving away. The journey was smooth after that, it took me 25 hours to get home.'In the TikTok clip, Mr Toy can be heard saying: 'Everyone listen up for a second again please. 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 problem is obviously for security reasons, you need to be escorted out of the airport but they're trying to organise it obviously for everyone who's been cancelled, so there's a list coming in very, very slowly of where to go for which cancellation.'His actions were praised online, including by his husband Benjamin McToy, who said he was 'very proud' of Mr Toy who had been 'genuinely just trying to help organise folk'.Mr Toy's sister Sharon Toy also wrote on TikTok that he is the founder and chief executive of his own company, Onca Technologies Ltd (Cyber Security), and the chief executive and co-founder for the Cyber Centre of Excellence. Passengers queue for a flight at the South Terminal of London Gatwick Airport on Wednesday A passenger sleeps on the floor surrounded by luggage at Gatwick Airport on WednesdayShe added: 'He does give a lot of training and does tabletop exercises with boards and managers so he's not afraid to speak up when he thinks it's needed. He's also the oldest of the five of us... think that's where his teacher's voice comes from.'He was also dubbed the 'hero of Gatwick', while one commenter said: 'As a project manager, I'd hire this guy today if I had a job available.'It comes as the Transport Secretary refused to back Britain's under-fire air traffic control boss today, saying he must produce a report into the technical failure that saw 2,000 flights cancelled.National Air Traffic Services (NATS) chief executive Martin Rolfe was hauled in for a meeting with Heidi Alexander on Wednesday as he faced growing calls to quit.He was given a week to produce a report on the cause behind the fault the previous day, with the minister confirming today that it must 'be on my desk next Wednesday'.Mr Rolfe has been held responsible for the chaos that saw 2,145 flights affected across Tuesday and Wednesday following the IT meltdown.He has received £2.2million in bonuses and incentive payments over the past three years despite two high-profile air traffic control failures in 2023 and 2025.In a round of media interviews on TV and radio this morning, Ms Alexander repeatedly declined to say whether Mr Rolfe must resign following the travel mayhem.Asked whether Mr Rolfe should keep his job, she told the BBC: 'What I want to do is look at the report that's going to be on my desk next Wednesday very carefully.'The Civil Aviation Authority said passengers are 'unlikely to be entitled to compensation for delays or cancellations that were directly caused by the incident', because the outage is likely to be considered the result of 'extraordinary circumstances'.