Irish low-cost carrier Ryanair confirmed that several travellers scheduled to fly from Milan Bergamo Airport to Manchester on 16 April missed their flight due to prolonged queues at passport control. The airline maintained that affected passengers would have been allowed to board had they reached the gate before it closed.
The disruption has been linked to the introduction of the Entry-Exit System (EES), a new European Union initiative requiring non-EU travellers, including British citizens, to submit biometric data such as facial scans and fingerprints when crossing borders. While the system has been gradually introduced since October, full implementation began earlier this month.
Similar incidents have also been reported involving EasyJet, with passengers left behind at Milan Linate Airport under comparable circumstances.
Footage from Bergamo showed large crowds of frustrated travellers, many claiming they had waited at boarding gates for extended periods without clear updates. Some passengers described confusion and poor coordination, with queues reportedly merging travellers from multiple flights.
One affected traveller, Adam Hassanjee, said passengers were stuck in line for over 90 minutes with little movement. He described the situation as “complete chaos,” alleging a lack of organisation and inadequate staff response. After missing his flight, he was forced to arrange an alternative route via Malta to return to the UK.
In a separate case, Peter Walker and his family were among dozens who missed a Ryanair flight from Tenerife South Airport on 10 April, also citing delays tied to the new system. Walker said the experience resulted in unexpected travel costs of £1,600 after he was unable to secure an immediate replacement flight.
The EES is managed by national border authorities rather than airlines or airports, a factor airlines say limits their control over such disruptions. Despite complaints, the European Commission stated that the system is functioning effectively overall, noting that most EU member states have reported smooth operations.
However, the Commission acknowledged minor technical challenges in some locations, describing them as typical during the early stages of deploying a large-scale system. It added that the EES is designed to strengthen border security and enhance the monitoring of entries and exits across the bloc.
Since its initial rollout, officials say the system has recorded more than 56 million crossings, denying entry to tens of thousands of individuals, including several hundred flagged as potential security threats.
As implementation continues, concerns remain about airport readiness and the potential for further disruption, particularly during peak travel periods.