EasyJet passengers describe EU border ‘nightmare’
EasyJet Passengers Recount EU Border ‘Disaster’
Travelers stranded at Milan’s Linate airport after their EasyJet flight departed without them reported a chaotic experience, blaming the European Union’s new entry-exit system for causing prolonged delays. Over 100 passengers missed their scheduled departure to Manchester on Sunday, caught in a series of passport control bottlenecks that the airline called “unacceptable.” The situation unfolded as the European Entry-Exit System (EES) rolled out its biometric checks, requiring third-country nationals—such as UK citizens—to undergo facial recognition and fingerprint scans upon arrival and departure.
Passenger Struggles Highlight System Flaws
Carol Boon, a 59-year-old from Staffordshire, described the ordeal as “just horrible,” recounting how her group of six faced intense stress during the process. “People arguing, someone fainted, someone was sick,” she said, emphasizing the emotional toll of the wait. Meanwhile, Max Hume from Leeds faced a financial setback, spending more than £1,800 to secure an alternate route through Luxembourg to return to the UK. “Even if we were there five hours before, we weren’t told the gate number until about 90 mins before,” Hume noted, adding that EasyJet left passengers “to fend for themselves” once the flight had departed.
“It was just disgusting the way they spoke to us.” – Carol Boon
Other travelers, like Joy Oliver, shared similar frustrations. She arrived three hours early for her departure but found the process “absolute carnage.” Oliver rebooked a flight to Edinburgh, now needing her family to collect cars from Manchester Airport while she seeks a way back to Lancaster. Adam Hoijard, from Wirral, recounted his family’s ordeal: they queued for hours, only to see passengers “freaking out and feeling sick.” His five-year-old son was “lying in bed crying” after the incident, which followed a trip to celebrate his mother-in-law’s 60th birthday.
Airlines and Airports Call for System Adjustments
European airports and airlines have raised concerns about the EES’s operational impact. ACI Europe and A4E, representing the industry, reported that peak waiting times at border control reached two to three hours. On one occasion, no one reached the departure gate by closing time, with only 12 passengers arriving 90 minutes later. Initially, border authorities had the option to suspend the EES entirely if delays became excessive. However, this flexibility is now limited, prompting calls for greater adaptability before summer travel peaks.
“EasyJet offered us £19 and a flight on Thursday,” – Max Hume
A spokesperson for EasyJet acknowledged the disruptions, stating that the airline had warned passengers to arrive early and provided “free flight transfers to those affected.” While apologizing, they attributed the issues to “outside of our control,” urging border authorities to utilize available flexibilities. Laura Featonby, owner of Laura’s Travel Village in Sale, Greater Manchester, added that some airlines had delayed departures to accommodate the challenges, though she stressed the need for systemic improvements to avoid future mishaps.