A traveler was denied boarding on a flight from Paris to Cairo because they arrived after the airline's set boarding deadline, even though their flight had been delayed by twenty minutes. The passenger had a confirmed reservation on a morning flight, and the delay was announced in advance. However, they reached the boarding gate just before the original departure time and were not allowed to board, as they had missed the deadline set by the airline. This refusal caused the traveler to lose their return flight, and they now seek compensation under European regulations. The airline refuses to provide compensation or a full refund but has agreed to refund airport taxes for unused tickets. The Mediation Tourisme et Voyage (MTV) examined the situation based on Regulation (EC) No 261/2004, which allows for compensation if a passenger is denied boarding against their will. However, the airline's general terms of transport state that compensation is not applicable if the passenger arrives late for check-in or the boarding gate. After reviewing the documents, the MTV found that the boarding deadline on the passenger's boarding pass was set before they arrived. Based on this, the mediator concluded that the airline's refusal to board was justified under the applicable rules. The flight's slight delay did not excuse the passenger from adhering to the boarding deadline. Therefore, the refund of only airport taxes was considered an appropriate compensation for the inconvenience suffered. In 2024, the MTV resolved 16,000 cases, all of which involved disputes between consumers and service providers. The use of a mediator is now required for all companies, with fines of up to 15,000 € for non-compliance. The MTV handles disputes in various sectors, including air and rail transport (excluding SNCF and RATP), road transport, travel agencies, hospitality, and sports and leisure. Over two years, the team expanded from 9 to 19 lawyers to meet rising demand. Air transport disputes make up two-thirds of the cases, with 79% of these coming from online sales and 16% from physical sales points. Confidence in the system is high, as 97% of the MTV's decisions are accepted by the parties involved.