You could miss your flight – and get no compensation
Expect long delays at the airport
Airports and passengers across Europe are reporting significant disruption following the rollout of the EU’s new Entry-Exit System (EES), with long queues, technical issues and missed flights affecting travellers at major transport hubs. Since the system came into force in April, some passengers have faced waits of up to three hours at border control, raising concerns within the aviation industry about preparedness, staffing and the overall passenger experience.
As the disruption continues, Travel Experts at MoneySuperMarket have advised on what’s happening, along with holiday-goers rights for compensation. Alicia Hempsted, Travel Insurance Expert at MoneySuperMarket, said: “The delays and disruption are concerning and frustrating for many passengers, and in some cases are leading to unexpected costs, such as having to rebook flights or make alternative travel arrangements, including flying into different airports and getting a taxi home.”
What is the EES system and why is it causing delays?
Aicia said: “The new EES is an automated system that records fingerprints and facial biometrics, working alongside ETIAS to register non-EU nationals visiting the Schengen Area. It affects non-EU nationals travelling to 29 countries, including Italy, Spain and Switzerland, for short stays, whether for tourism, business, or medical treatment. While it’s designed to streamline entry and replace manual passport stamping, it leads to delays in some cases.
“This is a great example of how airport congestion can quickly turn into a nightmare, particularly when new systems are being introduced. If you’re travelling over the coming weeks or months, allowing some extra time to get through border control could be a good idea.”
Are holiday-goers entitled to compensation?
Based on EU guidance, passengers are generally not entitled to compensation if the missed flight is due to delays at airport security or border checks, including passport control queues.
Alicia notes: “In most cases, it’s unlikely that travel insurance will cover you if your trip is disrupted as a result of EES processing queues. This is because these long queues are expected and passengers should be planning ahead to allow for extra time. However, in other circumstances that are out of your control – like unforeseen traffic or a medical emergency – travel insurance can help you get your trip back on track.
“While it doesn’t always come as standard, some policies may offer protection in certain disruption scenarios. For upcoming holidays, it would be worth considering cover that includes missed departure cover, so you’re better protected if unexpected delays happen.”
