EasyJet passengers describe EU border ‘nightmare’

EasyJet Passengers Describe EU Border ‘Nightmare’

More than 100 travelers stranded at Milan’s Linate airport after their EasyJet flight departed without them recounted chaotic border control delays caused by the European Union’s new entry-exit system. The ordeal, dubbed a “nightmare” by passengers, led some to spend over £1,800 to secure alternative travel arrangements. The system, which began full operation on Friday, requires third-country nationals—such as UK citizens—to register biometric data, including facial scans and fingerprints, upon arrival and departure from the Schengen zone.

The Impact on Travelers

Carol Boon, a 59-year-old from Staffordshire, described her experience as “just horrible” after waiting in a queue that became “very stressful” with passengers arguing and someone fainting. She had booked an apartment in Milan for a long weekend getaway, only to face delays that forced her to miss her flight to Gatwick. “Even if we were there five hours before, we weren’t told the gate number until about 90 mins before,” she said, adding that EasyJet representatives “left us to fend for ourselves” once the flight departed.

“It was just disgusting the way they spoke to us.”

Max Hume, 56, from Leeds, called the situation “awful, just a mess.” He had to reroute his journey through Luxembourg to return home, incurring additional costs. “EasyJet offered us £19 and a flight on Thursday,” he said, “but we would have had to pay £300.” Joy Oliver, who was on holiday with her husband, arrived three hours early at Linate but still faced “absolute carnage” at passport control. She rebooked a flight to Edinburgh, with her family now helping to collect two cars from Manchester Airport.

Airlines and Authorities’ Response

European airports and airlines reported widespread disruption as the EES system took effect. According to ACI Europe and A4E, passenger wait times at border checks reached two to three hours during peak periods. On one occasion, no one arrived at the departure gate as it closed, while only 12 travelers showed up 90 minutes later. Until last week, border authorities could suspend the EES entirely if delays became excessive, but now only partial suspensions are allowed.

EasyJet acknowledged the challenges, warning passengers to arrive early before the “longer than usual waiting times at passport control.” The airline provided “free flight transfers to those affected” and apologized for the inconvenience. However, it emphasized that the delays were “outside of our control” and urged border agencies to utilize available flexibilities to prevent similar issues during the summer travel season.

Passenger Accounts

Adam Hoijard, from Wirral, and his family arrived three hours early but still endured hours in line. “People started freaking out and feeling sick,” he said, criticizing the blame placed on travelers for not arriving early enough. “How much time can you leave to wait in a queue and be told to wait?” The family spent £1,000 to book a flight to London Gatwick after their original plans unraveled. Hoijard’s five-year-old son “was lying in bed crying” following the ordeal, which occurred during his mother-in-law’s 60th birthday celebration.

Laura Featonby, owner of Laura’s Travel Village in Sale, Greater Manchester, noted that some airlines had delayed flights to accommodate passengers caught in the bottleneck. Despite these efforts, the system’s implementation has created a series of logistical hurdles for travelers relying on seamless cross-border movement.