EasyJet passengers describe EU border ‘nightmare’

EU Border Delays Plague EasyJet Travelers

Travelers stranded at Milan’s Linate airport after their EasyJet flight departed without them described the situation as a chaotic ordeal caused by the European Union’s new entry-exit system. More than 100 passengers missed their scheduled departure to Manchester, trapped in passport control lines that the airline labeled as “unacceptable.” The delays, attributed to the European Entry-Exit System (EES), disrupted travel plans and led to emotional distress among stranded individuals.

Passengers Confront Unprecedented Challenges

Carol Boon, a 59-year-old from Staffordshire, recounted the harrowing experience of waiting in a “very stressful” queue where people argued and some even fainted. She had booked an apartment in Milan for her long weekend getaway with friends, only to find herself stranded and forced to spend additional time waiting for a flight to Gatwick. “It was just disgusting the way they spoke to us,” she said, highlighting the frustration of being left without clear guidance.

“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.

Max Hume, a 56-year-old from Leeds, faced similar struggles. He described the process as “awful, just a mess” and had to arrange an alternative route through Luxembourg, incurring over £1,800 in costs. “EasyJet offered us £19 and a flight on Thursday,” he said, “but we would have had to pay £300.” The airline acknowledged the delays but attributed them to external factors, stating it had provided “free flight transfers to those affected.”

System’s Impact on Travel and Operations

The European Entry-Exit System (EES) requires third-country nationals, including British citizens, to register biometric data such as facial scans and fingerprints upon entry into the Schengen zone. Additional checks are conducted when exiting. According to ACI Europe and A4E, the system has caused significant operational disruptions, with waiting times at border control reaching two to three hours during peak periods.

“How much time can you leave to wait in a queue and be told to wait?” Adam Hoijard from Wirral questioned, describing his family’s frustration after standing in lines for hours and being blamed for not arriving early enough.

Joy Oliver, who had traveled with her husband and friends, faced a similar dilemma. She arrived three hours before her flight to Edinburgh but found the border control process “absolute carnage.” Her group now plans to rebook for a later departure, with her family tasked to collect vehicles from Manchester Airport while she seeks a way back to Lancaster. Hoijard, who had arrived early, noted that his five-year-old son was left “lying in bed crying” after the stressful ordeal, which followed a trip for his mother-in-law’s 60th birthday celebration.

Call for Greater Flexibility

ACI Europe and A4E have urged border authorities to grant more leeway ahead of the summer travel season. Until recently, officials could suspend the EES entirely if delays became excessive. Now, only partial suspensions are allowed, prompting concerns about the system’s readiness for high-traffic periods. EasyJet apologized but emphasized that the delays were “outside of our control,” while continuing to advocate for improved flexibility to prevent future disruptions.