EasyJet passengers describe EU border ‘nightmare’

EasyJet Passengers Describe EU Border ‘Nightmare’

Travelers stranded at Milan Linate Airport after their EasyJet flight departed without them reported border delays as a major disruption. Over 100 passengers missed their scheduled departure to Manchester, caught in a queue described by the airline as “unacceptable” during the implementation of the European Union’s new entry-exit system. The ordeal led some to incur significant costs, with one individual spending £1,800 to secure a return journey.

“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,” Carol Boon said. The 59-year-old from Staffordshire described the experience as “just horrible” and criticized the airline’s response: “It was just disgusting the way they spoke to us.”

Carol Boon was among a group of six stranded after their long weekend trip to Milan. She had booked an apartment in the city to await a flight to Gatwick on Tuesday, but the chaos at border control left her and others in a “very stressful” situation, with arguments, fainting, and nausea reported. Meanwhile, Max Hume, 56, from Leeds, said the delays were “awful, just a mess” and that he had to reroute via Luxembourg to return to the UK, spending over £1,800 in the process.

European airports and airlines expressed concerns about operational challenges since the EES became fully operational on Friday. According to ACI Europe and A4E, passenger waiting times at border checkpoints reached two to three hours during peak periods. On one occasion, no one arrived at the departure gate as it closed, with only 12 passengers showing up 90 minutes later.

The EES requires third-country nationals, including Britons, to register biometric data—such as facial scans and fingerprints—upon entry to the Schengen area. Further checks are conducted when they exit. Previously, border authorities could halt the system entirely if delays became excessive, but this option is now limited to partial suspensions. ACI Europe and A4E argue that greater flexibility is needed ahead of the summer travel season.

“EasyJet offered us £19 and a flight on Thursday,” said Max Hume, adding that the alternative would have cost £300.

Joy Oliver, who was traveling with her husband and friends, described the scene at the airport as “absolute carnage.” She had arrived three hours early but still faced delays, forcing her to rebook a flight to Edinburgh. Her family now must help retrieve two cars from Manchester Airport while she seeks a way back to Lancaster. Adam Hoijard, from Wirral, echoed similar frustrations: “How much time can you leave to wait in a queue and be told to wait?” His family spent £1,000 on a replacement flight to London Gatwick after the initial delay.

“Freaking out and feeling sick” were common reactions among those waiting in line, with Hoijard’s five-year-old son “lying in bed crying” after the incident.

EasyJet’s spokesperson explained that flights were delayed to give customers extra time, offering “free flight transfers to those affected.” However, passengers remained critical, with some accusing the airline of insufficient preparation. “We continue to urge border authorities to ensure they make full and effective use of the permitted flexibilities for as long as needed,” the spokesperson added, while acknowledging the challenges posed by the EES rollout.