TUI has issued an official update for passengers with flights booked to Europe, providing guidance on the new Entry/Exit System (EES) being rolled out by the European Union. In a statement to the Mirror on Tuesday morning (April 28), the airline outlined measures to support customers during the implementation of the biometric border control system.
Airports Facing Longest EES Queues
According to reports from early 2026, airports in Spain and Portugal are experiencing the longest EES lines. Lisbon (LIS), Tenerife South (TFS), Palma de Mallorca (PMI), Faro (FAO), and Almeria (LEI) have reported significant delays that can last for hours. Faro Airport's website warns: "Due to possible constraints on departures border control, longer waiting times are to be expected. Passengers to international (Non Schengen) flights please arrive early at the Airport." The new system collects biometric data from passengers, meaning first-time users must provide fingerprints and photos, slowing processing times.
TUI's Customer Support Plan
As the EES is gradually introduced across Schengen airports, TUI says it has implemented a wide-ranging customer communications and support plan to help travellers understand what to expect and feel reassured. While EES is a change implemented by EU authorities and outside the control of airlines and tour operators, TUI acknowledges: "It can affect the airport experience – particularly through longer queues at passport control in some destinations as the system beds in."
"Our priority has been to make sure customers are well informed early, reminded at the right moments and reassured throughout their holiday," the airline added.
Pre-Travel Communications
TUI provides clear and early pre-travel communications, including information about EES at key points before travel. Customers receive a dedicated pre-departure email nine days before departure, explaining what EES is, what may happen at the border, and reassuring them that there is nothing new they need to apply for or register in advance. Passengers can also access trusted guidance online via TUI's website and help centre, which include clear EES FAQs with links to official UK Government and EU sources.
Real-Time Updates During Travel
While travelling, TUI sends practical and timely messages via the TUI app, push notifications, and SMS ahead of arrival and before the return journey. These messages advise of potential delays at passport control and remind customers to allow extra time where needed. Upon arrival, TUI reassures passengers that if passport control takes longer than expected, they will not miss their transfer.
Monitoring and Feedback
TUI's airline and destination teams are closely monitoring how EES is operating across different airports, providing feedback on the customer experience to adapt support as the rollout continues. "While the introduction of EES is outside our control, our focus is on clear, practical communication and reassurance, helping customers feel supported and confident about what to expect at each stage of their journey," TUI said.
