Here are some useful links related to the story:
All you need to know about booking/complaining about holidays/flights – various links to various laws, stories, legal rights etc.
ceomemail.com for contact details for CEOS
For more advice, tips, information and template letters: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
But the most common complaints? Here you go:
Consumer Rights Act (Sale of Goods Act and Supply of Goods and Services Acts replaced) including digital cover.
Sign up for the Complaining Cow Moos – only send a few newsletters a year but keeps you up to date with what is happening for consumers etc.