Key facts
- Travellers are facing significant costs and difficulties obtaining refunds after being denied boarding due to delays at EU border control.
- The introduction of the EU's Entry/Exit System (EES) has been cited as a cause for longer waiting times at passport control.
- Airlines and airports often deny responsibility for missed flights caused by border control delays.
- Travel insurance policies may not cover missed flights due to border control issues.
- EU regulations generally do not mandate airlines to provide compensation for missed flights caused by border delays.
Travellers are facing significant financial losses and a lack of recourse when lengthy delays at EU border control cause them to miss their flights. One couple, Tim and Lorna Shelley, were denied boarding in Copenhagen on March 8 after experiencing delays at passport control, forcing them to rebook flights at a cost of £380. The delays were reportedly due to an IT system disruption at border control.
Both the airline, easyJet, and Copenhagen Airport have denied responsibility for the missed flights. The airport has pointed to the Danish authorities as being responsible for the border control issues. The couple's travel insurance also refused to cover the costs, as the policy did not include missed flights due to such circumstances.
The introduction of the EU's Entry/Exit System (EES) in April has been cited as a factor contributing to longer waiting times at passport control for Britons, who must provide fingerprint and facial scans. While EU law generally protects passengers from being refused boarding if they checked in on time, significant border delays can still lead to missed flights.
Generally, airlines are not obligated to provide cash compensation for missed flights caused by border delays, as these are considered outside of their control. Travel insurance may offer coverage if the policy specifically includes provisions for missed flights due to covered reasons, such as public transport delays or accidents. However, claims are often rejected if the delay is due to factors like not leaving enough time to get to the airport or issues with documentation.
For passengers in similar situations, options are limited. Seeking a goodwill payment from the airline or airport is a possibility, though often a difficult one. Companies like AirHelp specialize in assisting passengers with flight delay and cancellation claims, though their success depends on the specific circumstances and whether compensation is legally mandated.