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Delays at European border controls caused by the newly implemented Entry-Exit System (EES) have led to significant disruption for travellers, with some forced to spend substantial amounts of money to return to the UK after missing their flights. Over 100 passengers were unable to board a Manchester-bound EasyJet flight from Milan’s Linate airport on Sunday due to passport control queues described by the airline as “unacceptable.” Several travellers recounted distressing experiences, including vomiting and fainting, while enduring the biometric and facial recognition checks introduced as part of the new EU system that became operational last Friday.
One of those affected, Carol Boon, described the ordeal as “just horrible,” while Max Hume detailed how he incurred costs of £1,800 to make alternative travel arrangements to get home promptly. Euro airports and airlines have reported widespread operational difficulties, highlighting wait times at border control lasting two to three hours during busy periods. The EES requires non-EU nationals, such as Britons, entering the Schengen zone to submit biometric data, including facial scans and fingerprints, which must also be checked upon exit. According to ACI Europe, representing airports, and A4E, an airline association, some flights have missed their departure slots because passengers were delayed by border queues.
Until recently, border authorities had the ability to suspend the EES entirely when queues became excessive, but now only partial suspension is allowed. Both ACI Europe and A4E argue that more flexibility is necessary ahead of the upcoming summer travel rush. Carol Boon’s group, which included five other people on a hen party weekend in Milan, was left stranded in a stressful situation marked by arguments and medical distress among passengers. Although EasyJet warned customers to arrive earlier than usual, Boon explained, “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.” She also criticized EasyJet staff for abandoning passengers without adequate support once the flight had departed.
The difficulties faced have extended to other travellers as well. Joy Oliver, who was travelling from Milan to Edinburgh with family and friends, described the scene at passport control as “absolute carnage,” forcing her to rebook a flight for Tuesday. Adam Hoijard traveled with his family, waiting hours in queues where people began to feel sick and anxious; he lamented being blamed for arriving too late, questioning, “How much time can you leave to wait in a queue and be told to wait?” His family incurred costs of around £1,000 for new flights after missing their original departure. Travel agent Laura Featonby explained that entry procedures under the new EU system are more time-consuming due to the collection and processing of biometric data and mandatory questions, with information stored for three years and checked again upon exit. While teething problems with the new system are expected, Featonby emphasized that delays stem from border control processes rather than airline operations
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