'Numb and heartbroken' passengers find out why their holidays were ruined

Passengers swept up in the air traffic control chaos of Wednesday evening have now found out why their flights were disrupted.

Monica Clare, from Brentford, west London, is one of the unlucky group who had their holiday plans ruined last night. The 68-year-old was on an Aer Lingus aircraft ready to depart from Heathrow to Shannon, Ireland, when things went south. She recounted how the plane stayed on the runway for roughly three hours before the captain informed that his "shift was going to finish", necessitating the passengers' return to the terminal.

Ms Clare described the scene inside Heathrow as "bedlam", with "suitcases everywhere". The retired maintenance manager had to return home after being informed that Aer Lingus had no available seats on flights that would get her to her friend's wedding in Limerick on Friday.Her frustrating situation comes as holidaymakers with trips booked this week scramble to figure out what they should do.

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Ms Clare found that alternative routes, such as travelling to a port and taking a ferry, were impractical and too costly after already shelling out for flights. She is currently seeking refunds for car hire and hotel reservations.

"I'm absolutely numb. I'm so upset. I'm heartbroken. It's disgraceful. I think it's absolutely unbelievable in this day and age that something that went down for 20 minutes has caused havoc like that all over the country," she said.

"I'm so upset, I'm so angry. I've spokem to my friend who's getting married. They're devastated. We can't now go to the wedding. I was so excited, and it's all gone."

Ms Clare is far from the only one who has been impacted. Asha, 18, from Manchester, said the chaos had ruined her first holiday Interrailing. She told the BBC her 3.10pm flight to Amsterdam had actually departed and was in the air for 50 minutes – before turning around. Hours later, she said she was still 'stuck' on the tarmac at the city's airport

John Carr, a chiropodist from Stourbridge, was one of thousands of stranded Brits left in limbo after his flight from Heathrow to Norway was cancelled at the last minute. He and a group of friends were on their way to his brother's wedding, for which he is best man, when he found out after checking in that his flight was cancelled.

The 35-year-old said: "I'm pretty gutted. We've got loads of stuff in the suitcases to set up the venue, because we're obviously flying to Norway. We've got the wedding rehearsal to do. It's quite stressful. It's rubbish. There's nothing we can do. We don't know what we're going to do tonight in terms of accommodation. We have put our cars in special car compounds for the next six days."

It has now come to light that a “radar-related issue” was at fault for the mass disruption, which saw flights grounded across the UK on Wednesday.

NATS chief executive Martin Rolfe was summoned to speak with Transport Secretary Heidi Alexander on Thursday morning, a day after thousands of passengers were disrupted by the technical problem which forced the cancellation of more than 150 flights.

Airlines are demanding a deeper explanation for what happened. A spokesperson for NATS said, “This was a radar-related issue, which was resolved by quickly switching to the backup system, during which time we reduced traffic to ensure safety. There is no evidence that this was cyber-related.”

It is understood that the back-up system continues to be used by controllers while investigations continue. Ms Alexander said: “I have spoken with Nats CEO Martin Rolfe who provided further detail on yesterday’s technical fault.

“This was an isolated event and there is no evidence of malign activity. I will continue to receive regular updates.”

The problem happened at NATS’ control centre in Swanwick, Hampshire, and affected the vast majority of England and Wales. A Government source said the failure lasted around 20 minutes, and the level of disruption was similar to a day with bad weather.