British Passengers Endure 'Queue from Hell' at Milan Airport Amid New EU Border Checks
British holidaymakers were left vomiting and fainting in what has been described as a 'queue from hell' at Milan's Linate Airport, as new European Union border checks caused severe delays and chaos over the weekend. Approximately 100 Easyjet customers were stranded on Sunday due to the implementation of the EU's Entry/Exit System (EES), which requires biometric data collection from third-country nationals, including UK travelers.
Flight Delays and Passenger Distress
The airline reported that the situation was 'outside of our control' and attempted to mitigate the impact by delaying takeoff by 52 minutes to allow passengers extra time to board. Despite these efforts, dozens of Britons missed their flights, with some only realizing their planes had departed without them after reaching the front of the lengthy border control queue.
One passenger, Kiera, a 17-year-old from Oldham, shared her harrowing experience with the BBC. She arrived at 7:30 AM for an 11:00 AM flight, only to encounter a massive queue at Border Control. Suffering from suspected food poisoning, she described how airport staff provided water around 10:50 AM, but by the time she reached the front, she was informed that her flight to Manchester had just left. Only 30 passengers managed to board the plane, while 100 others were left behind.
Kiera and her mother faced a 20-hour wait for an alternative flight, which cost £520 and rerouted them to Gatwick instead of Manchester. Easyjet offered only £12.25 in compensation for the ordeal.
Families Stranded and Communication Breakdowns
Adam Lomas, a 33-year-old accountant from Wakefield, found himself stranded with his wife Katy, 31, and their four-month-old daughter. He spent hours at the airport attempting to contact Easyjet, only to encounter unhelpful chatbots and audio issues. Lomas expressed frustration, noting that the airport and airline spent hours arguing over who was to blame for the delays.
His family was forced to book a new hotel and flights to London, followed by a two-and-a-half-hour train journey to Manchester, adding significant stress and expense to their travel plans.
Understanding the EU's Entry/Exit System (EES)
The new EES, which became fully operational on April 10, aims to enhance security by connecting all crossing points in the Schengen Area, excluding Ireland, Cyprus, Norway, Iceland, and Switzerland. Travelers from outside the EU, including British citizens, must now provide biometric data such as fingerprints and facial scans upon their first entry into the Schengen Area. This system replaces manual passport stamping and is designed to enforce the 90-day stay limit within any 180-day period for non-EU nationals.
While children under 12 are exempt from fingerprinting, they still require facial scans. The implementation has led to widespread travel disruptions, with airports struggling to manage the increased processing times.
Airline Response and Ongoing Concerns
Easyjet has labeled the delays caused by the EES as 'unacceptable.' A spokesperson stated that the airline advised customers to allow extra time for airport procedures and held flights to accommodate those affected. They also provided free flight transfers for passengers who missed their flights, such as those on EJU5420 to Manchester.
The airline continues to urge border authorities to utilize permitted flexibilities during the EES rollout to prevent further unacceptable delays. However, they emphasized that the situation remains largely outside their control, apologizing for any inconvenience caused to passengers.
This incident highlights the broader challenges faced by travelers as new border technologies are implemented, raising questions about preparedness and coordination between airlines and airport authorities across Europe.
