Dr. Adrian Corcoran:

We have a particular remit. If a customer has an issue with an airline that goes beyond our remit, we cannot deal with it. The regulation lays out the entitlements of customers and we make sure they are given those entitlements, but in certain scenarios, there may be other agencies that could help the customer. I am not familiar with the particular case or why it was suggested that the customer go to the CCPC.