EasyJet passengers describe EU border ‘nightmare’
EasyJet Travelers Confront EU Border Chaos
Travelers stranded at Milan’s Linate airport after their EasyJet flight departed without them described the experience as a “disaster,” citing delays caused by the European Union’s new Entry-Exit System (EES). Over 100 passengers missed their intended journey to Manchester on Sunday, with the airline labeling the passport control lines as “unacceptable.”
Biometric Checks Spark Frustration
Biometric and facial recognition processes introduced under the EES led to extreme wait times, with some passengers collapsing from exhaustion. Carol Boon, a 59-year-old from Staffordshire, recounted the ordeal as “just horrible,” while Max Hume, 56, from Leeds, said he spent over £1,800 to secure a last-minute route through Luxembourg.
“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,” Boon added, criticizing EasyJet’s communication during the chaos.
“EasyJet offered us £19 and a flight on Thursday,” Hume said, “but we would have had to pay £300.” He felt the airline failed to address the root issue, leaving passengers “atrociously” blamed for delays.
Operational Disruptions Across Europe
European airports and airlines reported widespread operational setbacks since the EES went live on Friday. ACI Europe and A4E, representing airport operators and airlines respectively, noted peak waiting times of two to three hours at border control. In one case, a flight’s departure gate remained empty until 90 minutes after it was supposed to close.
The system requires third-country nationals, including British citizens, to register biometric data upon arrival in the Schengen zone and again at departure. Previously, authorities could halt EES entirely if delays became excessive, but now only partial suspensions are allowed. Industry groups stress the need for more flexibility ahead of summer travel peaks.
Personal Costs and Emotional Toll
Joy Oliver, traveling with her husband and friends, described the scene as “absolute carnage,” rebooking her flight to Edinburgh after the ordeal. Her family now faces the task of collecting two cars from Manchester Airport, complicating their return to Lancaster.
Adam Hoijard, from Wirral, shared his family’s frustration. They arrived three hours early, only to endure hours in queues that caused panic and sickness. “How much time can you leave to wait in a queue and be told to wait?” Hoijard questioned, as his five-year-old son cried after the chaotic experience.
EasyJet acknowledged the issues, offering free transfers to affected passengers and apologizing for the disruption. However, the airline emphasized that the delays were “outside of our control,” urging border authorities to utilize available flexibilities to prevent such problems in the future.
