A British traveler has described the chaos at European airports following the full rollout of the European Union's new Entry/Exit System (EES), which has led to lengthy queues and passengers missing flights.
Passengers 'Penned In' at Border Control
Sonya Black, returning to the UK from France after running the Paris Marathon, said travelers were 'penned in' while attempting to go through the new digital system. 'The queue was long, and we were penned in going through the system,' she told the Mirror. 'At one point, I was concerned I might miss my flight.'
The EES, fully implemented on Friday, 10 April, requires all Brits traveling to the Schengen area to register their biometric details digitally, replacing manual passport stamping. The digital record is valid for three years. However, the rollout has caused major disruption, with reports of three-hour queues at border control and airlines advising passengers to arrive earlier than usual.
Staff Confusion and Lack of Information
Black described the scene: 'It was a few hundred people all trying to catch their flights, in a small space, quite late. There were not enough members of staff, and there was a lack of information. The queue barely moved for long periods. People were becoming visibly concerned, checking times, etc.'
She noted that staff appeared confused by the new system. 'Even the staff looked confused with the new Entry Exit system,' she said. 'Mood contagion is very real, and you could feel the tension and stress with people becoming very concerned about missing their flight.'
Black flagged the issue twice with staff, and as her flight was about to depart, she was moved through the system. She caught her flight but said it was 'very close to the mark.'
Issues on Both Sides of the Channel
Black encountered problems with the EES both in France and upon returning to the UK. 'Machines needed to be reset/turned off, and the limited staff were under a great deal of pressure. They could have been supported by more staff being present,' she said. 'The delays seemed to stem from the rollout of the new system, with staff and passengers both unsure how it worked, which slowed everything down significantly. It hadn't been communicated about the new system, on the UK or French side, so there was confusion.'
Hope for Improvement
Despite the stressful experience, Black, a psychotherapist and coach, is hopeful the system will improve. 'I would like to think that in time, the system will become easier, but a large number of effective machines with supporting staff is needed,' she said. 'People do value human contact from staff in these situations, so it would be useful to retain a person to manage these systems on the ground. Good communication is so important to help. The lack of information and time pressures with deadlines of flights leaving triggers anxiety and stress; lack of control and certainty are key themes in anxiety and stress.'
She offered advice for travelers: 'Staying calm, some breathing, problem solving helped, chatting with others in the queue helped me realise I was not alone with this issue - kindness and a sense of humour also help!'
For more information on the EES, visit the government website.
