As we have reported, Ryanair has been criticised for apparently failing to remove a passenger from a flight after racial abuse of a woman in her 70s.

It's led some to call for a boycott of Ryanair, which Carol Campayne says handled the situation very badly.

The head of consultancy the Diversity Practice tells Wake up to Money: "It is one thing for organisations to have policies and procedures [for handling such incidents], it is another thing for those policies and procedures to be brought to life in the moment.

"Let's recognise that cabin crew are usually the first and only point of contact for passengers and they have a kind of non-negotiable duty to help."

She says the flight attendant in this case "just didn't know what to do", and while he did report the incident later, in the end the passenger was left to remove herself from the situation which was unacceptable.

"I think this is a situation that the passenger will never forget," she adds.