TUI sends passengers a dedicated pre‑departure email nine days before departure (Image: Getty )
TUI has issued official guidance in a fresh update for passengers holding flight bookings to Europe. Speaking to the Mirror on Tuesday morning (April 28), TUI outlined the measures the airline is implementing to assist customers during the introduction of the new Entry/Exit System (EES).
According to reports 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 significant delays that can stretch 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 gathers biometric data from passengers, means first-time users must submit fingerprints and photographs, extending processing times.
As the European Union’s EES is progressively rolled out across Schengen airports, TUI confirms it has established a comprehensive customer communications and support strategy. The airline says it is to “help travellers understand what to expect and feel reassured as they travel”.
EES is a modification being introduced by European Union (EU) authorities and lies beyond the jurisdiction of airlines and tour operators. Nevertheless, TUI states: “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.”
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It continues: “Our priority has been to make sure customers are well informed early, reminded at the right moments and reassured throughout their holiday.” Regarding how TUI is assisting customers, it indicates it is delivering “clear” and timely pre-travel communications.
Details about EES are incorporated at crucial moments before travel, TUI states. This encompasses customer documentation and a dedicated pre‐departure email dispatched nine days before departure. It clarifies what EES is, what may occur at the border and reassures customers that there’s nothing new they need to apply for or register in advance.
TUI also confirms passengers can access “trusted and easy‐to‐find” guidance online. It stated: “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 providing real‐time updates while customers are travelling. “Practical and timely” messages are dispatched via the TUI app, push notifications and SMS ahead of arrival and before the return journey, alerting passengers to potential delays at passport control and advising them to allow additional time where necessary.
TUI says the new EES can impact passengers through longer queues at passport control in some destinations (Image: Getty)
TUI is also “reassuring” passengers upon reaching their destination, with arrival messages specifically 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.”
In addition to customer communications, TUI has confirmed that its airline and destination teams are keeping a close eye on how EES is functioning across various airports. Feedback on the passenger experience is being gathered, allowing support measures to be adjusted as the rollout progresses.
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.”