EasyJet passengers describe EU border ‘nightmare’
EasyJet passengers describe EU border ‘nightmare’
Over 100 travelers missed their flights from Milan’s Linate airport to Manchester after delays at EU border checks left them stranded, according to reports. The airline’s new entry-exit system caused chaos, with passengers describing the experience as “unacceptable” and “a nightmare.” Some individuals even fainted or vomited during biometric and facial recognition procedures, which were introduced under the European Entry-Exit System (EES) on Friday.
Passenger Accounts
“It was just horrible,” said Carol Boon, a 59-year-old from Staffordshire, who was part of a group stuck in a “very stressful” situation. “People were arguing, someone fainted, and another was sick.”
Max Hume, 56, from Leeds, added: “The waiting was awful, just a mess. I had to spend more than £1,800 to take a different route through Luxembourg to get back to the UK.”
Boon had arrived in Milan for a long weekend getaway with five others, only to find themselves unable to board a flight to Gatwick. She paid for an apartment in the city to wait for their Tuesday departure, but the ordeal left her frustrated. “Even if we were there five hours before, we weren’t told the gate number until about 90 minutes before,” she said. “There was nothing we could have done.”
EasyJet representatives reportedly left passengers to “fend for themselves” after their flight departed. The airline apologized, stating the issues were “outside of our control,” but offered only £19 and a Thursday flight as compensation. “We continue to urge border authorities to use the permitted flexibilities,” a spokesperson said, “to avoid these unacceptable delays.”
Airlines and Airport Groups React
European airports and carriers noted substantial operational challenges since the EES went live on Friday. According to ACI Europe and A4E, the system requires third-country nationals—like UK citizens—to register biometric data upon entry and undergo checks when leaving. This has led to waiting times of up to three hours during peak periods, with some flights delayed beyond their departure window.
Initially, border officials could suspend the EES entirely if queues became too long. Now, only partial suspensions are allowed. ACI Europe and A4E argue that greater flexibility is essential before the summer travel season, which is expected to bring even higher passenger volumes.
Additional Traveler Experiences
“Absolute carnage” is how Joy Oliver, on holiday with her husband, described the border chaos. She arrived at Linate three hours early but found the process overwhelming. Her family is now helping collect two cars from Manchester Airport, while she and her partner search for a way to return to Lancaster from Edinburgh.
Adam Hoijard from Wirral and his family also faced a grueling wait, arriving three hours early only to stand in line for hours. “How much time can you leave to wait in a queue and be told to wait?” Hoijard questioned, adding that his five-year-old son “was lying in bed crying” after the ordeal, which followed a trip for his mother-in-law’s 60th birthday party.
Travel agencies like Laura Featonby’s Laura’s Travel Village in Sale, Greater Manchester, have reported similar issues, with some airlines delaying flights to accommodate the disruptions. The situation highlights the strain on travelers as the EES aims to streamline cross-border movement but has yet to meet expectations.
