EasyJet passengers describe EU border ‘nightmare’
EasyJet Passengers Describe EU Border ‘Nightmare’
Travelers who missed their EasyJet flight to Manchester from Milan’s Linate Airport on Sunday said border control delays linked to the European Union’s new entry-exit system had turned their journey into a “nightmare.” Over 100 passengers were left stranded, enduring long waits that the airline called “unacceptable” during passport checks. Some described physical distress, including fainting and vomiting, as they navigated biometric and facial recognition processes introduced under the European Entry-Exit System (EES).
System Disruption and Passenger Struggles
European airports and airlines reported major operational disruptions since the EES went live on Friday. Passengers faced delays of up to two to three hours during peak times, with some flights departing without their intended travelers. A single instance saw no passengers arrive at the departure gate as it closed, while only 12 showed up 90 minutes later.
“The experience was just horrible,” said Carol Boon, a 59-year-old from Staffordshire, who had booked an apartment in Milan for a long weekend getaway. “People were arguing, someone fainted, someone was sick. It was very stressful.”
“I had to spend £1,800 to get home,” added Max Hume, 56, from Leeds. “EasyJet offered us £19 and a Thursday flight, but we would have had to pay £300 to make it work.”
The EES requires third-country visitors, including Britons, to register biometric information such as facial scans and fingerprints when entering the Schengen free-travel zone. Additional checks occur during departure. According to ACI Europe and A4E, initial reports show waiting times of up to two to three hours, with some airports struggling to manage the flow.
Until last week, border authorities could halt EES operations entirely if delays became severe. Now, only partial suspensions are allowed. Both groups argue greater flexibility is needed before the summer travel peak to prevent such issues.
“How much time can you leave to wait in a queue and be told to wait?” asked Adam Hoijard from Wirral. “My five-year-old son was lying in bed crying after the ordeal, which followed a trip to celebrate my mother-in-law’s 60th birthday.”
“It was absolute carnage at border control,” said Joy Oliver, who had arrived three hours early for her flight to Edinburgh. “We’ve rebooked for Tuesday, but our family has to collect two cars from Manchester Airport while we search for a way home.”
An EasyJet spokesperson acknowledged the delays, stating the airline had warned passengers to arrive early and provided “free flight transfers” for those affected. However, Boon criticized the lack of communication, noting she wasn’t informed of the gate number until 90 minutes before departure. “They left us to fend for ourselves,” she said, calling the treatment “disgusting.”
