EasyJet passengers describe EU border ‘nightmare’
EasyJet passengers describe EU border ‘nightmare’
Over 100 travelers faced chaos at Milan’s Linate airport on Sunday after their EasyJet flight departed without them, citing delays from the EU’s new Entry-Exit System (EES). The ordeal, dubbed a “nightmare” by affected passengers, involved long passport control queues and biometric checks that left many stranded. Some even collapsed from the stress of the process, while others spent significant sums to secure alternative routes home.
“It was just horrible,” said Carol Boon, a 59-year-old from Staffordshire, recounting her experience during a weekend trip with friends. “People were arguing, someone fainted, and someone was sick. We were left to fend for ourselves, and the way they spoke to us was disgusting.”
Boon had booked an apartment in Milan, expecting to fly to Gatwick on Tuesday. But when her group learned their flight had already left, they were forced to scramble for last-minute solutions. “Even if we were there five hours before, we weren’t told the gate number until 90 minutes before departure,” she explained. “There was nothing we could do.”
System challenges and financial strain
Max Hume, 56, from Leeds, faced a similar dilemma. He spent over £1,800 arranging a detour through Luxembourg to return to the UK sooner. “EasyJet offered us £19 and a flight on Thursday, but we’d have had to pay £300,” he said. “It was awful—just a mess.”
“How much time can you leave to wait in a queue and be told to wait?” asked Adam Hoijard, 36, from Wirral. His family had arrived three hours early, only to endure hours in line before panic set in. “My son was lying in bed crying after the chaos at the airport,” he added, describing the incident following his mother-in-law’s 60th birthday celebration.
The EES, which requires third-country nationals—including Britons—to register biometric data like facial scans and fingerprints upon entry and exit from the Schengen area, has caused widespread disruption. According to ACI Europe and A4E, the system led to waiting times of two to three hours during peak periods, with some flights missing out entirely. On one occasion, only 12 passengers arrived at the gate 90 minutes after the departure time.
Airlines and airports have urged greater flexibility, noting that border authorities previously had the option to suspend the EES if delays became too severe. Now, only partial suspensions are allowed. “We continue to urge border authorities to use the permitted flexibilities,” said an EasyJet spokesperson, acknowledging the challenges but stressing the issues were “outside of our control.”
Meanwhile, Joy Oliver, who runs Laura’s Travel Village in Sale, Greater Manchester, shared her concerns. “Some airlines delayed flights to allow passengers extra time, but the system’s flaws left travelers stranded,” she said. The experience has forced many to rethink their travel plans, with one family rebooking a flight to Edinburgh after the initial mishap.
