Thank you both for your comments.
The EC261 is not overly important. What I'm finding perplexing is this from their email on 8 Jan:
'Our teams will be in direct contact with you within the next 72 hours to apologise and offer you a goodwill gesture for your experience'.

The gesture could be tuppence, the fact the've made this commitment and can't be bothered to make good on it is poor, IMHO.
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