EasyJet passengers describe EU border ‘nightmare’

EasyJet passengers describe EU border ‘nightmare’

Over 100 EasyJet passengers stranded after missing their flight to Manchester from Milan’s Linate airport reported a chaotic border control situation, blaming the European Union’s new entry-exit system. The ordeal, which unfolded on Sunday, left many scrambling to secure alternative travel arrangements, with some facing costs exceeding £1,800 to return to the UK.

The European Entry-Exit System (EES) introduced biometric and facial recognition checks for third-country nationals entering the Schengen free travel zone. These measures, designed to streamline border processes, instead created bottlenecks. According to ACI Europe and A4E, representing airports and airlines, peak hour waits at passport control stretched to two to three hours, causing significant operational disruption.

“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,” said Carol Boon, a 59-year-old from Staffordshire. “It was just disgusting the way they spoke to us.”

Boon had arrived at Milan Linate three hours early for a long weekend hen do with five others. Her group endured a “very stressful” experience, with travelers arguing and some collapsing from exhaustion. The airline had warned passengers to allow extra time, but the delays persisted despite their efforts.

“EasyJet offered us £19 and a flight on Thursday,” said Max Hume, 56, from Leeds. “But we would have had to pay £300.” He added that the ordeal cost his family over £1,800 to secure a return trip via Luxembourg.

Meanwhile, Joy Oliver, traveling with her husband and friends, described the border chaos as “absolute carnage.” She rebooked a flight to Edinburgh on Tuesday, while her family now helps collect two cars from Manchester Airport. Adam Hoijard, from Wirral, echoed the frustration, noting his son was “lying in bed crying” after the ordeal, which followed his mother-in-law’s 60th birthday celebration.

EasyJet apologised, stating the delays were “outside of our control” and that the airline provided “free flight transfers to those affected.” However, travelers like Hoijard argued that the responsibility for mismanagement fell on the system itself. “How much time can you leave to wait in a queue and be told to wait?” he questioned.

Until recently, border authorities could halt EES operations entirely if waiting times became excessive. Now, only partial suspensions are allowed. ACI Europe and A4E urge greater flexibility before the summer travel peak to prevent similar disruptions. Laura Featonby, owner of Laura’s Travel Village in Sale, added that some airlines delayed flights to accommodate the chaos, highlighting the system’s impact on passenger plans.