Around 100 passengers due to fly to Manchester Airport have been left stranded in Milan after being delayed by EES queuesJonathan Blackburn and Ashlie Blakey Live and breaking news reporter
07:20, 13 Apr 2026Updated 07:52, 13 Apr 2026
Vicky Chapman from the Wirral with partner Adam Hoijord, son Fredrik, mother Lynne Chapman and brother Dan Chapman(Image: Liverpool Echo)
A family left stranded in Milan said ‘no-one helped them’ after an easyJet flight back to Manchester left without them amid chaos at border control.
Around 100 passengers due to fly back to Manchester Airport on the 11am flight from Milan’s Linate airport were left stranded yesterday (Sunday, April 12). Passengers were reportedly queuing for up to three hours at border control because of new checks.
Pictures and videos shared online showed scenes of mayhem as large queues formed at the international airport. EasyJet said the delays were outside of its control but the airline added it was sorry for any inconvenience caused.
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Vicky Chapman, 26, from Pensby, Wirral, was one of the passengers due to fly back to Manchester. Vicky, her partner Adam Hoijord, five-year-old son Fredrik, mum Lynne Chapman and brother Dan Chapman are now stuck in Milan until Tuesday.
She told the Liverpool Echo how the family had ‘no help’ when they could not get through passport control. She described how people were vomiting in the heat and ‘almost passing out’.
Vicky said: “We got to the airport with more than enough time, and got to our gate at 9.30am, but we were totally refused entry through passport control. We were then told that we are a ‘no show’ on our flight because we did not get to the gate on time, even though passport control had issues and they would not let us through.
“We were passed from pillar to post for three hours and no-one helped us. It was so hot in the airport, people were vomiting, people were almost passing out. We’re being told that Tuesday is the earliest we can get back, and that we have to fly to Gatwick. We’ve had to pay out of pocket for an Airbnb.”
Passengers were left stranded at Milan Airport(Image: @Emily_Benn20)
This queues came after the UK government updated its guidance to people travelling to the European Schengen area, meaning they may have to register biometric details when they arrive. The implementation of the EU entry and exit system (EES) is an electronic system that replaces the physical stamping of passports when going through boarding control.
Easyjet said that it held the plane for almost an hour extra amid the crews, but had to eventually depart due to crew working hours. In a statement to the M.E.N, easyJet said passengers impacted have now been offered a ‘free flight transfer’ and they they urged passengers to arrive at the airport in plenty of time due to longer wait times.
It has also slammed the EES waits that affected passengers as ‘unacceptable’. Emily Benn, from Grimsby, was another passenger left stranded.
She and her party are now flying into Gatwick and will then pay £400 for a taxi back to their car at Manchester Airport. She told the M.E.N: “We got to the airport at 8am and our flight was due to leave Milan Linate at 11am.
There were long queues at Milan airport border(Image: @Emily_Benn20)
“As soon as our gate came on the board, we went straight to it and there was already a huge queue. The queue was for three separate flights, and there were hundreds of passengers all trying to get through. The new EES wasn’t working, so we all had to be checked by two people on passport control.
“It got to 11:20am and we were told the flight had left without us. They put us all on a shuttle bus and sent us back to the arrivals area, where we had to go back to the easyJet desk. We were told to rebook flights, so have booked to Gatwick and will then pay £400 for a taxi back to Manchester as that’s where our car is parked. We are a party of five adults and one child, who is due to have spinal surgery in a few days.”
An easyJet spokesperson said: “We are aware that some passengers departing from Milan Linate today experienced longer than usual waiting times at passport control and we advised customers due to fly to allow additional time to make their way through the airport.
“We held flight EJU5420 from Milan to Manchester for nearly an hour to give passengers extra time but it had to then depart due to crew reaching their safety regulated operating hours. Customers who missed the flight have been offered a free flight transfer.
“We continue to urge border authorities to ensure they make full and effective use of the permitted flexibilities for as long as needed while EES is implemented, to avoid these unacceptable border delays for our customers. While this is outside of our control, we are sorry for any inconvenience caused.”
According to the Gov.uk site, passengers travelling to a country in the Schengen area for a short stay using a UK passport, may be required to register biometric details, such as fingerprints and a photo, upon arrival. Travellers do not need to take any further action and there is no cost for EES registration.
“EES registration is replacing the current system of manually stamping passports when visitors arrive in the EU,” it said. “EES may take each passenger extra time to complete so be prepared to wait longer than usual at the border.”