29/04/2026
TUI has shared official guidance in a new update for passengers with flights booked to Europe. Speaking to the Mirror on Tuesday morning (April 28), TUI provided an official overview of the measures the airline is taking to support customers during the rollout of the new Entry/Exit System (EES).
According to reports from early 2026, the airports that have the longest EES lines are mostly in Spain and Portugal. Lisbon (LIS), Tenerife South (TFS), Palma de Mallorca (PMI), Faro (FAO), and Almeria (LEI) are facing big delays that can last for hours.
A statement on Faro Airport's website reads: "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, which collects biometric data from passengers, means first-time users need to provide fingerprints and photos, slowing processing times.
As the European Union's EES is gradually introduced across Schengen airports, TUI says it has put in place a wide‑ranging customer communications and support plan. The airline says it is to "help travellers understand what to expect and feel reassured as they travel".
EES is a change being implemented by European Union (EU) authorities and sits outside the control of airlines and tour operators. However, TUI says: "We recognise, however, that it can affect the airport experience – particularly through longer queues at passport control in some destinations as the system beds in."
It adds: "Our priority has been to make sure customers are well informed early, reminded at the right moments and reassured throughout their holiday." In terms of how TUI is supporting customers, it says it is providing "clear" and early pre-travel communications.
Information about EES is included at key points before travel, TUI says. This includes customer documentation and a dedicated pre‑departure email sent nine days before departure. It explains what EES is, what may happen at the border and reassures customers that there’s nothing new they need to apply for or register in advance.
TUI also says passengers can check "trusted and easy‑to‑find" guidance online. It said: "Our website and help centre include clear EES FAQs, with links to official UK Government and EU sources, so customers can access authoritative, up‑to‑date information if they want to know more."
The airline is also offering real‑time updates while customers are travelling. "Practical and timely" messages are sent via the TUI app, push notifications and SMS ahead of arrival and before the return journey, advising of potential delays at passport control and reminding customers to allow extra time where needed.
TUI is "reassuring" passengers upon arrival at their destination, too, with arrival messages designed to "reduce anxiety". The travel firm explained: "Clearly reassuring customers that if passport control takes longer than expected, they won’t miss their transfer."
Alongside customer communications, TUI says that its airline and destination teams are closely monitoring how EES is operating across different airports. It is providing feedback on the customer experience, enabling support to be adapted as the rollout continues.
TUI said: "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."
✍Charlotte Smith
