EasyJet passengers describe EU border ‘nightmare’
EasyJet passengers describe EU border ‘nightmare’
Travelers stranded at Milan’s Linate Airport after missing their EasyJet flight to Manchester reported that EU border control delays, caused by the new entry-exit system, were a ‘nightmare’
Over 100 passengers missed their scheduled flight to Manchester from Milan’s Linate Airport on Sunday, citing chaotic passport control processes under the European Entry-Exit System (EES). The airline called the situation “unacceptable,” with queues extending for hours and causing significant distress. Some travelers described physical reactions, including vomiting and fainting, during biometric and facial recognition checks.
“The experience was just horrible,” said Carol Boon, a 59-year-old from Staffordshire, who was part of a group stuck at the airport. “People were arguing, someone fainted, someone was sick.”
Max Hume, 56, from Leeds, recounted spending more than £1,800 to rebook a flight via Luxembourg. “EasyJet offered us £19 and a flight on Thursday,” he said, “but we would have had to pay £300.”
EU digital border system disrupts flights
European airports and airlines have faced operational challenges since the EES became fully operational on Friday. According to ACI Europe and A4E, waiting times at border checkpoints during peak hours reached two to three hours, leading to missed departures. In one instance, the departure gate was empty at closing time, with only 12 passengers arriving 90 minutes later.
The EES requires third-country nationals, including Britons, to register biometric data such as facial scans and fingerprints upon entering the Schengen zone. Additional checks occur during departure. Until recently, border authorities could pause the system if delays became excessive, but now only partial suspensions are allowed.
Passengers demand flexibility
Carol Boon had planned a long weekend trip in Milan with five others but found herself trapped in a stressful situation. She paid for an apartment in the city while waiting for a Tuesday flight to Gatwick. Her group was among those left in a “very stressful” scenario, with arguments and panic among stranded travelers.
“It was just disgusting the way they spoke to us,” Boon added, explaining how EasyJet representatives left passengers without support after their flight departed.
Adam Hoijard, from Wirral, described the ordeal as “atrocious,” criticizing the expectation that travelers should arrive early enough to avoid delays. His family had booked a £1,000 flight to London Gatwick on Tuesday, with his five-year-old son reportedly “lying in bed crying” after the chaos. Joy Oliver, from Greater Manchester, rebooked a flight to Edinburgh, noting her group was asked to collect cars from Manchester Airport while navigating the situation.
Airline defends delays
An EasyJet spokesperson acknowledged the extended waiting times but stated the flight was delayed to give passengers more time. They offered “free flight transfers” to those affected and apologized for the inconvenience. The airline emphasized that the issues were “outside of our control” and urged border authorities to utilize available flexibilities to prevent future disruptions.
