EasyJet passengers describe EU border ‘nightmare’
EasyJet passengers describe EU border ‘nightmare’
Travelers stranded in Italy after missing their EasyJet flight faced exorbitant costs to return to the UK, citing border control delays as a “nightmare” due to the EU’s new entry-exit system. Over 100 individuals missed their scheduled departure from Milan’s Linate airport to Manchester on Sunday, caught in what the airline labeled “unacceptable” passport queues. The ordeal unfolded as passengers endured prolonged waits during biometric and facial recognition checks, with some reporting physical distress.
The European Entry-Exit System (EES), introduced on Friday, mandates third-country nationals—such as British travelers—to register biometric data, including facial scans and fingerprints, upon entry to the Schengen area. Additional checks occur during departure. According to ACI Europe and A4E, representing airports and airlines respectively, peak-time delays exceeded two hours, leaving some passengers stranded at the departure gate as flights closed.
Passenger Experiences
Carol Boon, a 59-year-old from Staffordshire, described her experience as “just horrible” after being trapped in a chaotic situation with five others. She had booked an apartment in Milan for her holiday, only to learn her flight to Gatwick had already departed. “Even if we were there five hours before, we weren’t told the gate number until about 90 mins before, so there was nothing we could have done,” she said, adding that EasyJet representatives “left us to fend for ourselves” after the flight left. “It was just disgusting the way they spoke to us,” she lamented.
“We were told our flight had left, and then they just abandoned us. It was a complete mess.”
Max Hume, 56, from Leeds, shared similar frustrations. He spent over £1,800 to arrange an alternative route through Luxembourg to return to the UK swiftly. “EasyJet offered us £19 and a flight on Thursday,” he said, “but we would have had to pay £300.” The airline claimed the delay was necessary to give customers extra time, providing “free flight transfers to those affected” as compensation. However, Hume felt the situation was unfairly attributed to passengers’ timing.
Joy Oliver, who had traveled with her husband and friends, arrived three hours early at Milan Linate but still faced “absolute carnage” at border control. She rebooked a flight to Edinburgh on Tuesday, with her family now tasked to collect two cars from Manchester Airport while she and her partner sought a way back to Lancaster. “It was overwhelming,” she said.
Adam Hoijard, from Wirral, recounted his family’s experience of waiting for hours despite arriving three hours early. His five-year-old son “was lying in bed crying” after the ordeal, which followed a trip for his mother-in-law’s 60th birthday. “How much time can you leave to wait in a queue and be told to wait?” Hoijard questioned, expressing anger over being blamed for not arriving early enough.
System Challenges and Responses
European airports and airlines reported significant operational disruptions since the EES went live. Initially, border authorities could suspend the system entirely if delays became too severe, but now only partial suspensions are allowed. ACI Europe and A4E argued that greater flexibility is essential ahead of the summer travel peak to prevent further delays.
EasyJet apologized for the inconvenience, stating the issues were “outside of our control.” The airline urged border agencies to utilize their permitted flexibilities to ensure smoother transitions during the EES rollout. However, passengers like Boon and Hume emphasized the financial and emotional toll of the delays, with some forced to rearrange plans at great cost.
Laura Featonby, who runs Laura’s Travel Village in Sale, Greater Manchester, noted that some airlines had delayed flights to accommodate the new procedures. Despite these efforts, the EES’s full implementation has left many travelers grappling with unexpected complications, highlighting the need for better coordination between air carriers and border authorities.