The EU’s new EES is being rolled out throughout Schengen airports, and TUI has now shared an announcement on how it’s supporting clients
TUI sends passengers a devoted pre‑departure electronic mail 9 days earlier than departure (Picture: Getty )
TUI has issued official steering in a contemporary replace for passengers holding flight bookings to Europe. Talking to the Mirror on Tuesday morning (April 28), TUI outlined the measures the airline is implementing to help clients in the course of the introduction of the brand new Entry/Exit System (EES).
In response to experiences from early 2026, the airports experiencing the longest EES queues are predominantly in Spain and Portugal. Lisbon (LIS), Tenerife South (TFS), Palma de Mallorca (PMI), Faro (FAO), and Almeria (LEI) are encountering vital delays that may stretch for hours.
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A press release on Faro Airport’s web site reads: “Attributable to potential constraints on departures border management, longer ready instances are to be anticipated. Passengers to worldwide (Non Schengen) flights please arrive early on the Airport.” The brand new system, which gathers biometric knowledge from passengers, means first-time customers should submit fingerprints and pictures, extending processing instances.
Because the European Union’s EES is progressively rolled out throughout Schengen airports, TUI confirms it has established a complete buyer communications and assist technique. The airline says it’s to “assist travellers perceive what to anticipate and really feel reassured as they journey”.
EES is a modification being launched by European Union (EU) authorities and lies past the jurisdiction of airways and tour operators. However, TUI states: “We recognise, nonetheless, that it could have an effect on the airport expertise – significantly by means of longer queues at passport management in some locations because the system beds in.”
It continues: “Our precedence has been to verify clients are effectively knowledgeable early, reminded on the proper moments and reassured all through their vacation.” Relating to how TUI is aiding clients, it signifies it’s delivering “clear” and well timed pre-travel communications.
Particulars about EES are integrated at essential moments earlier than journey, TUI states. This encompasses buyer documentation and a devoted pre‐departure electronic mail dispatched 9 days earlier than departure. It clarifies what EES is, what might happen on the border and reassures clients that there is nothing new they should apply for or register upfront.
TUI additionally confirms passengers can entry “trusted and straightforward‐to‐discover” steering on-line. It acknowledged: “Our web site and assist centre embrace clear EES FAQs, with hyperlinks to official UK Authorities and EU sources, so clients can entry authoritative, up‐to‐date info in the event that they need to know extra.”
The airline can also be offering actual‐time updates whereas clients are travelling. “Sensible and well timed” messages are dispatched by way of the TUI app, push notifications and SMS forward of arrival and earlier than the return journey, alerting passengers to potential delays at passport management and advising them to permit further time the place essential.
TUI says the brand new EES can affect passengers by means of longer queues at passport management in some locations (Picture: Getty)
TUI can also be “reassuring” passengers upon reaching their vacation spot, with arrival messages particularly designed to “cut back anxiousness”. The journey agency defined: “Clearly reassuring clients that if passport management takes longer than anticipated, they will not miss their switch.”
Along with buyer communications, TUI has confirmed that its airline and vacation spot groups are retaining an in depth eye on how EES is functioning throughout varied airports. Suggestions on the passenger expertise is being gathered, permitting assist measures to be adjusted because the rollout progresses.
TUI mentioned: “Whereas the introduction of EES is outdoors our management, our focus is on clear, sensible communication and reassurance, serving to clients really feel supported and assured about what to anticipate at every stage of their journey.”
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