A family from Leeds was among 122 passengers left behind by an EasyJet flight from Milan Linate to Manchester after chaotic enforcement of the EU's new entry-exit system caused lengthy delays at passport control.
Max Hume, his wife Lynsey and their 13-year-old son Archie arrived at the airport nearly three hours before their flight on Sunday, having heeded EasyJet's advice to allow extra time. However, only 34 of the 156 booked passengers managed to board, with the rest stuck in a slow-moving queue where biometric checks were being demanded for all travellers, despite many having already been processed on arrival.
The family was told they would have to pay £330 to rebook on the next available flight, which was five days later. Instead, they spent more than £1,600 on a connecting flight via Luxembourg, arriving home 24 hours late. Mr Hume described feeling 'gutted, upset, let down, absolutely shattered and poorer'.
According to witnesses, two officers operated a single biometric machine, while 16 automated machines remained unused. Passengers on other non-Schengen flights to London were allowed through, while Manchester passengers were held back. Some who made the flight reportedly lied about their destination to bypass the queue.
EasyJet apologised for the inconvenience and offered free transfers to alternative flights, but affected passengers reported being told they were 'no-shows' and billed for rescue transfers. The Humes were offered a tax refund of £19.91, with EasyJet retaining the rest of the fare.
