EES “Systemic Failure”: 122 UK Passengers Left Behind at Milan as easyJet Flies to Manchester With 34 — Three-Hour Queues at 29 Schengen Countries — Greece Exempts UK Travellers — Portugal Suspends Biometrics — Industry Demands Emergency Summer Suspension — Complete UK, US & Australian Rights Guide

The most important travel story of 2026 for anyone planning a European holiday this summer: On Sunday April 13, 2026, at Milan Linate Airport, easyJet flight EJU5420 to Manchester departed with only 34 of its 156 booked passengers on board. The remaining 122 travellers — including families with children — were left behind due to severe delays at passport control triggered by the full implementation of the European Union’s new Entry/Exit System (EES).  easyJet kept the aircraft at the stand for nearly an extra hour, hoping more travellers would clear passport control. Crew duty limits then approached, and the airline departed to avoid disrupting later flights across its network. The airlines group A4E went further in a separate statement, calling the situation a “systemic failure” rather than a teething problem. “The EES rollout this weekend told a different story: disruption and excessive waiting time — all outside airlines’ control, leading to delays and missed flights.” The Milan incident is the most extreme documented case of EES chaos — but it is not isolated. Similar scenes have been reported at Rome Fiumicino, Venice Marco Polo, Paris CDG, Palma, Barcelona, and dozens of other airports across all 29 Schengen countries. With peak summer travel approaching and the queues showing no sign of resolution, every UK, US, Canadian, and Australian passenger planning European travel in 2026 must understand what has changed — and how to protect themselves.

---

Published: April 25, 2026
Incident: easyJet flight EJU5420, Milan Linate (LIN) → Manchester (MAN), Sunday April 13, 2026
Booked passengers: 156 ·
Boarded: 34 ·
Left behind: 122 (78% of the flight)
EES Live Date: April 10, 2026 — full mandatory implementation across all 29 Schengen countries
Queue times reported: 2–4 hours at peak · 7 hours at Lisbon (December 2025 worst case)
Countries affected: All 29 Schengen states + Iceland, Norway, Switzerland, Liechtenstein
Countries outside EES: Ireland · Cyprus · UK (inbound to UK not yet implemented)
Greece: 🟢 EXEMPTED British passport holders from biometric registration — April 18, 2026
Portugal: 🟡 Partially suspended biometrics at Lisbon, Porto, Faro departures — April 13, 2026
Who must comply: All non-EU/non-Schengen passport holders — including UK, US, Canadian, Australian, New Zealand, Indian, and all other non-EU nationals
easyJet response: Described border delays as “unacceptable” — offered free rebooking or £19.91 refund (tax only)
Industry verdict: ACI Europe + Airlines for Europe (A4E) — joint statement calling it “systemic failure”
Demand: Allow full EES suspension through end of summer 2026 at congested airports
New recommended arrival time: 3–4 hours before departure at major Schengen hubs
Cash compensation from airline: ❌ NOT available — EES is a government function, not airline-controlled

---

What Is the EES — And Why Did It Break Everything?

The EU Entry/Exit System is the European Union’s new digital border control programme, replacing the traditional ink stamp in non-EU passports with a comprehensive biometric database. The Entry/Exit System replaces manual passport stamping with digital records of every entry, exit, and refusal at Schengen borders. It applies to all non-EU travelers, including British citizens, entering any of the 29 participating countries for short stays of up to 90 days within a 180-day period. When crossing the border, travelers must submit biometric data, including facial scans and fingerprints, alongside their passport details. The data is stored for three years and checked again on departure.

The system went fully live at 00:01 CET on April 10, 2026 — after a phased rollout that began October 12, 2025. Problems had already surfaced during that staged launch. Portugal suspended the system fully in Lisbon in December 2025 after queues reached seven hours, Gran Canaria experienced system crashes, and some locations reported processing time increases of 70%.

Despite this evidence of unreadiness, the European Commission proceeded with full mandatory implementation. Before the full launch, border authorities had the option to suspend EES entirely when queues became unmanageable. That option was removed on April 10. Now only a partial suspension — which allows officials to skip biometric collection but not the full digital check — is permitted.

The result was immediate and catastrophic. Within hours of going live on April 10, airports across the Schengen area were in crisis. Passengers faced waits of up to three hours at border control, missed flights, and spent thousands finding their own way home. The chaos was immediate, widespread, and, according to the aviation industry, entirely predictable.

---

The Milan Linate Incident — A Minute-by-Minute Account

Who Was There

The Hume family from Leeds — Max Hume, 56, a teacher, his wife Lynsey, 46, and their 13-year-old son Archie — arrived at the terminal nearly three hours before the scheduled departure, heeding easyJet’s advice to allow extra time for the new border checks. Just days earlier, on their arrival in Italy, they had already endured queues of over an hour.

Three hours early. Following airline guidance. Still stranded.

What Went Wrong

Passport control only opened at 9:15am, and no gate was initially assigned for the Manchester flight. While passengers heading to London on other flights were allowed through more quickly, those bound for Manchester were held back.

When processing finally began, officials demanded full biometric scans — fingerprints and facial images — from everyone, even though many had already provided these on entry to the Schengen area. The EES, which became fully operational on Friday April 10, is designed so that once biometrics are collected on entry, only one additional check should be needed on exit. In practice at Linate, the system was enforced inconsistently and with inadequate resources: just two officers and a single biometric machine were in operation, despite 16 machines being available at the airport.

“There were two officers and one biometric machine,” Hume told The Independent. “Every single person. But there were about 16 machines that could have been used automatically, and they didn’t open them.”

The Plane Left Anyway

easyJet flight EJU5420 left Milan Linate for Manchester with only 34 of its 156 booked passengers. The airline held the flight for nearly an hour before departing, but crew limits forced it to leave without most of the passengers who had been stuck in passport control lines.

One family spent more than £1,600 to take a connecting flight via Luxembourg, which would get them home 24 hours late.

At the easyJet desk, the family was told they had been recorded as “no-shows.” The airline’s live chat informed Hume that airport processes were “not our responsibility.”

EasyJet offered a refund of £19.91 — the tax portion of their tickets — and a rebooking option costing £330 per person for a flight five days later. The family ended up booking flights to Luxembourg, an overnight hotel stay, then a connecting flight to Manchester the next morning. Total cost: over £1,600. “Gutted, upset, let down, absolutely shattered and poorer, much poorer,” Hume told The Independent as he boarded his flight to Luxembourg.

The Human Cost Across 122 Passengers

Others faced overnight stays in airports or emergency travel to different cities in search of available flights. Some families had bills of up to £2,000 for alternative travel. Air conditioning failing to cool mounting crowds meant several travellers reportedly suffered from heat exhaustion.

Adam Hoijard from Wirral also arrived three hours early with his family. He spent £1,000 on replacement flights to London Gatwick and described it as “atrocious.” His five-year-old son was later found “lying in bed crying” following the ordeal.

This was not a single family’s bad day. Accounts from stranded travelers describe families forced to purchase expensive replacement flights, some paying over £1,000 per ticket to reach their final destinations via alternative European hubs. Others were rerouted to London instead of Manchester, while some faced multi-day waits for the next direct service. Medical incidents were also reported, with witnesses describing passengers becoming unwell during extended waits in densely packed queues.

---

📊 The Full Scale of EES Chaos — Every Incident Confirmed

The Milan incident was the most extreme — but it was not the only one. On the first day of full EES operations alone, one UK-bound flight left with 51 passengers missing, while another reached gate closing with zero passengers present and 12 still on their way 90 minutes later.

Similar scenes have been reported at Rome Fiumicino and Venice Marco Polo, but Linate’s lack of airside transfer capacity amplified the chaos.

---

🟢 GREECE EXEMPTS UK TRAVELLERS — The Most Important EES News of the Week

This is the single most actionable piece of information for UK passengers planning European holidays:

On April 18, 2026, Greece confirmed that British passport holders are exempt from biometric registration at all Greek airports and seaports, with immediate effect from April 10. UK nationals will receive a traditional passport stamp rather than undergoing fingerprint or facial scan enrolment. Greece is currently the only Schengen country offering this — but the exemption is described as being in place “until further notice.”

What this means practically: If you fly to Athens, Thessaloniki, Heraklion, Corfu, Kos, Rhodes, Santorini, Mykonos, or any other Greek airport — you will not face EES biometric queues at arrival OR departure. Your passport will be stamped as normal. No fingerprints, no facial scan, no 3-hour queue.

The caveat: The exemption is “until further notice” — meaning Greece can reinstate EES biometric requirements at any time. Check the latest status at gov.uk/foreign-travel-advice/greece before you travel.

If you are considering Spain vs Greece for your summer holiday — given current EES conditions, Greek airports are operationally smoother than Spanish ones. This is a material booking consideration for 2026.

---

🟡 PORTUGAL SUSPENDS BIOMETRICS — Lisbon, Porto & Faro

To address challenges posed by the new European border control system, Portugal’s PSP has suspended biometric data collection at departures in Lisbon, Porto, and Faro airports. The measure is intended to prevent passengers from missing flights. Departures now follow the traditional security model without photo and fingerprint collection. Biometrics remain mandatory at arrivals.

What this means: Flying home from Lisbon, Porto, or Faro? Your departure queue should be significantly shorter than at unreformed Schengen airports. Arrivals into Portugal still require full EES biometric registration.

The PSP spokesperson stated that the suspension is targeted and that the goal is to protect passengers’ right to board on time in a system that is still struggling to reach full operational maturity.

---

The Industry’s Response — “Systemic Failure” and the Demand for Emergency Suspension

The aviation industry’s response to EES chaos has been unusually direct and unified. Two major industry bodies — representing virtually every airline and airport in Europe — have jointly called it a failure.

ACI EUROPE and Airlines for Europe issued a joint statement calling on the European Commission and EU member states to immediately introduce greater flexibility in how EES operates. The airlines group A4E went further, calling the situation a “systemic failure” rather than a teething problem. “The EES rollout this weekend told a different story: disruption and excessive waiting time — all outside airlines’ control, leading to delays and missed flights.” A4E’s proposed fix: allow full and partial suspension of EES through the end of summer wherever wait times become excessive.

An easyJet spokesperson told the BBC that the border delays caused by the implementation of EES were “unacceptable.” “We continue to urge border authorities to ensure they make full and effective use of the permitted flexibilities for as long as needed while the European Entry/Exit System is implemented, to avoid these unacceptable border delays for our customers.”

The European Commission’s response has been notably weaker. The Commission said that it is closely monitoring operations and working with member states to share best practices. Officials said that countries have the option to partially or fully suspend the system in exceptional circumstances to manage congestion. It has not ordered a suspension, not reduced the scope of the system, and not extended the full-suspension window that expired on April 10.

Member states can partially suspend EES operations where necessary during a period of an additional 90 days with a possible 60-day extension to cover the summer peak. In plain English: airports can skip the biometric fingerprint and facial scan portion of the check in extreme circumstances — but they cannot suspend EES entirely the way they could before April 10.

The practical result: the system is slower than before, harder to bypass, and cannot be fully turned off even when queues reach three hours. Summer is coming.

---

Who Must Use EES — The Complete List

EES applies to every non-EU, non-EEA passport holder entering or leaving the Schengen area. This includes:

The ETIAS connection: ETIAS — the EU’s equivalent of the US ESTA, requiring pre-travel authorisation — is expected to launch in late 2026, six months after EES went fully live. If you are planning European travel in late 2026 or 2027, you will need BOTH an EES biometric registration AND an ETIAS pre-travel authorisation.

---

✅ Your Rights If EES Causes You to Miss Your Flight

This is the most important section for every passenger reading this article — because the answer is not what most people expect.

Cash Compensation from the Airline: ❌ NOT AVAILABLE

Travel insurance with disruption coverage is recommended for all UK-Schengen travel during this adjustment period.

Under EU261/UK261, cash compensation applies when flight cancellations or delays are caused by circumstances within the airline’s control. EES is a government border control function — it is definitively not within the airline’s control. An easyJet spokesperson said that “due to delays in EES processing by border authorities, some passengers departing from Milan Linate yesterday experienced very long waiting times.” The spokesperson tied the long waits directly to EES processing by border authorities and said the problem lay beyond easyJet’s control.

This means: if you miss your flight because of EES queues, the airline does not have to pay you €250–€600 per person in cash compensation. They are not legally required to.

Free Rebooking: ✅ AVAILABLE (but check what you’re offered)

easyJet’s response to the Milan incident was to offer free rebooking — but on a flight five days later. Most passengers found this unacceptable and booked alternatives independently at their own cost. While easyJet offered free rebooking options, compensation was not guaranteed, as the airline maintained that the delays were “outside of our control.”

If your airline offers rebooking, ask specifically:

• When is the next available flight on the same route?
• Can you rebook on a different carrier if there is no same-airline option within 24 hours?
• Will the airline cover accommodation if you must wait more than one night?

Travel Insurance: ✅ YOUR BEST PROTECTION — but read the small print

Travel insurance “missed departure” cover is your primary remedy for EES-related missed flights. However:

Some travel insurance policies do have cover for “travel delay” or “missed departures,” but even then you would need to clarify whether it covers you for a missed departure because of border queues.

Key questions to ask your insurer before travelling:

• Does your “missed departure” clause cover delays caused by government border control queues?
• Does it require you to have arrived at the airport by a specific time (typically 2–3 hours before)?
• What documentation do you need? (Bag drop receipt, boarding pass denial stamp, written EES queue confirmation from border authorities)

The Milan passengers who spent £1,000–£2,000 on replacement flights should immediately file insurance claims with as much documentation as possible — including: arrival time at the airport, time they reached the front of the EES queue, the airline’s written rebooking offer (which establishes they were not “no-shows”), and any receipts for alternative flights, hotels, and ground transport.

If your insurer rejects the claim citing that you should have arrived earlier, escalate to the Financial Ombudsman Service (FOS) in the UK — there is a reasonable argument that arriving 3 hours early constitutes adequate preparation when airlines themselves had advised 2–3 hours.

Pursuing Border Authorities: ⚠️ Theoretically possible, practically very difficult

The European Commission, the Foreign Office, Linate airport, and the Milan Border Police had not responded to requests for comment at the time of reporting. Passengers seeking reimbursement from Italian border police or the EU directly face a long, complex legal process with uncertain outcomes. Focus your energy on insurance and airline rebooking first.

---

⏰ The 4-Hour Rule — Your New Airport Reality for Every Schengen Departure

The old standard for international departures at European airports was 2 hours before flight time. That standard is now dangerously inadequate for non-EU passengers at most Schengen airports. Here is the updated framework:

The strategic tip that saved passengers at Milan: Go straight to security and passport control after check-in, and shop or eat only after you clear both. Avoid tight connections that depend on quick border checks. Do not browse duty-free, do not stop for coffee, do not check your gate board until you are through passport control. Every minute in the departures hall before EES is a minute of risk.

Pre-registration via the EU Travel app: The EU has launched a “Travel to Europe” mobile app. In some countries, you can pre-load your passport data and even a facial scan up to 72 hours before arrival to shave minutes off your kiosk time. Download it now if you are travelling to Europe in 2026.

---

What Summer 2026 Looks Like — And What Has to Change

Industry bodies ACI Europe and Airlines for Europe have jointly warned the European Commission that passengers could face significant waits at peak summer border points. During the winter rollout phase, processing times already increased by up to 70% at some airports, with waits of up to three hours at peak periods — and that was before full mandatory enforcement kicked in.

The scale of the summer challenge: European airports handle 300–400 million passengers per summer quarter. A significant percentage are non-EU nationals subject to EES. If each of those passengers adds even 5 extra minutes to departure processing, the aggregate delay across the network is measured in millions of hours.

According to the Commission spokesperson, member states can partially suspend EES checks for up to 90 days after the rollout is complete, with a possible 60-day extension. This is foreseen in the legislation and will give member states the necessary tools to manage potential extended queues.

The industry wants the full suspension option restored. The Commission has not moved on this. Until one of them blinks — or a political incident forces the issue — passengers are operating in a system that is acknowledged by airlines, airports, and consumer groups as fundamentally unprepared for summer volumes.

---

🔑 Resource Directory — Everything You Need Before Your European Trip

---

Bottom Line

easyJet flight EJU5420 departed Milan Linate for Manchester with 34 of 156 booked passengers on April 13. The remaining 122 travellers — including families with children — were left behind due to severe delays at passport control triggered by the EU’s new Entry/Exit System.  The aviation industry called it a “systemic failure.” ACI EUROPE and Airlines for Europe have demanded emergency suspension powers through summer 2026.  Greece has exempted British passport holders entirely. Portugal has suspended biometrics at departures from Lisbon, Porto, and Faro.  The rest of Europe’s 29 Schengen countries are operating EES with queues of 2–4 hours at peak — and summer has not started yet.

Your eight-point EES protection plan before every European trip:

1. Arrive 4 hours before departure at major Italian, Spanish, French, Belgian, and Dutch airports — 3 hours minimum everywhere else
2. Go straight to passport control after check-in — no shopping, no coffee until you are airside
3. Download the EU Travel to Europe app now and pre-register your biometrics before your trip
4. Flying to or from Greece? UK, US, Australian, and New Zealand passengers are currently exempt from biometrics — traditional stamp only until further notice
5. Flying from Lisbon, Porto, or Faro? Portugal has suspended departure biometrics — arrivals still full EES
6. Check your travel insurance NOW — confirm your “missed departure” clause covers government border queue delays
7. Keep every piece of documentation from the moment you enter the airport — bag drop receipt, boarding pass, easyJet queue denial in writing — you will need it for insurance claims
8. If your flight departs without you — get written confirmation from the airline that you were present and delayed by border control, not a “no-show” — this is critical for every downstream claim

Related Articles:

• Europe Summer 2026 Travel Warning: Jet Fuel Crisis, EES Queues & Strikes — What to Book & Cancel
• Europe Flight Chaos April 23, 2026: Santiago de Compostela Shuts 5 Weeks + Munich & Amsterdam Hit
• EASA April 24 Decision: Dubai Flights Still Blocked — BA, KLM & Lufthansa New Timeline
• Air Canada Cancels ALL Toronto & Montreal JFK Flights June–October 2026: Fuel Crisis
• Spain SAERCO ATC Strike Day 8 April 24: Triple Crisis at Lanzarote & Fuerteventura

---

Sources: BBN Times (easyJet EJU5420 full incident report — Hume family account, 122 stranded, April 13, 2026), Euronews (A4E “systemic failure” statement, easyJet BBC statement, Simon Calder eyewitness account, April 14, 2026), ETIAS.com (full EES incident timeline — £1,600 Luxembourg family, £19.91 refund offer, April 13–21, 2026), IBT UK (122 passengers stranded, £2,000 bills, heat exhaustion reports, April 2026), ACI EUROPE and A4E (joint statement — February 11, 2026 pre-launch warning; April 10, 2026 emergency suspension demand), ABTA (commission contact for summer suspension measures), easyJet (official statement to BBC — delays “unacceptable,” border authority responsibility)

Posted By : Vinay

As a lead contributor for Travel Tourister, Vinay is dedicated to serving our Tier 1 audience (US, UK, Canada, Australia). His mission is to deliver precise, fact-checked news and actionable, data-driven articles that empower readers to make informed decisions, minimize travel risks, and maximize their adventure without compromising safety or budget.