EasyJet passengers describe EU border ‘nightmare’
EU Border Delays Turn EasyJet Travel into Chaos
Over 100 travelers stranded at Milan’s Linate Airport after their EasyJet flight departed without them claimed the European Union’s new entry-exit system had created a “nightmare” scenario. The ordeal, which unfolded on Sunday, left passengers scrambling to return to the UK, with some forced to spend hundreds of pounds on alternative routes. The airline called the passport control bottlenecks “unacceptable,” as delays stretched for hours during peak travel times.
The European Entry-Exit System (EES) introduced biometric checks, including facial scans and fingerprinting, for third-country nationals entering the Schengen zone. These measures, now fully operational, require additional verification when departing, causing significant disruptions. According to ACI Europe and A4E, passenger waiting times hit two to three hours during busy periods, with some flights left unstaffed as travelers arrived late.
Passengers Face Health Crises and Financial Losses
Carol Boon, a 59-year-old from Staffordshire, described her experience as “just horrible” after waiting in a crowded queue with others for hours. She had planned a long weekend getaway in Milan but was left stranded, with her group enduring “very stressful” conditions. “People were arguing, someone fainted, someone was sick,” she said, adding that she had paid for an apartment in the city to await her Tuesday flight to Gatwick.
“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 recounted. She criticized EasyJet for “leaving us to fend for ourselves” once the flight left, calling their communication “disgusting.”
Max Hume, a 56-year-old from Leeds, shared a similar frustration. He spent over £1,800 to reroute his trip through Luxembourg, only to be offered a meager £19 compensation and a Thursday flight. “We would have had to pay £300,” he said, expressing disappointment at the airline’s handling of the situation. EasyJet defended its actions, stating that delays were necessary to give customers extra time and that free transfers were provided to affected passengers.
Travelers Demand Flexibility Ahead of Summer Rush
Joy Oliver, who had traveled with her husband and friends, described the border chaos as “absolute carnage.” She arrived three hours early at Linate but still faced long waits, forcing her to rebook a flight to Edinburgh. Her family now plans to collect two cars from Manchester Airport while searching for a way to return home from Scotland.
Adam Hoijard, a resident of Wirral, echoed the frustration, stating that his family had waited for hours in line before passengers “freaked out and felt sick.” He argued that blaming travelers for not arriving early was unfair, noting that “how much time can you leave to wait in a queue and be told to wait?” His five-year-old son, he said, had “been lying in bed crying” after the ordeal, which followed his mother-in-law’s 60th birthday celebration.
ACI Europe and A4E highlighted that border authorities previously had the option to halt the EES entirely during peak times. Now, only partial suspensions are allowed, prompting calls for greater adaptability before the summer travel season peaks. “We continue to urge border authorities to use the permitted flexibilities effectively,” said an EasyJet spokesperson, while acknowledging the system’s impact on customer experience.
