Ms Cathy Mannion:

When we come to dealing with complaints the principle is that at an ethical level we are part of a group that works in co-operation. Let us say we are dealing with a particular complaint after the Ryanair process and we have a feeling that we should do X,Y,Z, there may be something tricky because not everything is black and white when a complaint comes in. We would contact our European colleagues to see if there is a standard approach for situations of that type. In principle each authority across the European countries would try to act in the same manner. That is the way it should be because it would be a little unusual if one particular country had a stronger view on something than another country.