UK airports were thrown into chaos this week amid widespread issues with Border Force e-gates, which led to lengthy queues and delays for thousands of passengers
A Border Force system error saw UK airports thrown into chaos at passport e-gates yesterday, leaving passengers fuming and ruining holiday plans for countless travellers.
Passengers experienced lengthy delays at airports across the country due to a “nationwide issue” with Border Force e-gates on Tuesday. The Home Office confirmed early today that e-gates at numerous UK airports came back online shortly after midnight. It added “at no point” was border security compromised and that there was no indication of any malicious cyber activity.
Paul Curievici, from Haslemere in Surrey, landed at Gatwick Airport at around 7:30pm on a flight from Lyon and waited in line for almost an hour at passport control. The 41-year-old told the PA news agency: “(I was) a little bit resigned at what initially looked like another British infrastructure failing, and (I had) quite a lot of sympathy for the poor buggers furrowing their brows and trying not to look embarrassed.”
Sam Morter, 32, who arrived at Heathrow from Sri Lanka, said it was “pandemonium” when he got to passport control in Terminal 3, where all of the e-gates had blank screens. He said “There was a lot of Border Force officials running and scrambling around. Four or five went to man the posts and start processing the UK passports manually. But at the same time, hundreds of passengers started to flood into passport control, so it all of a sudden became chaotic and they couldn’t cope with the number of the people coming in. We weren’t given any information. There was no information on the Tannoys or from staff.”
Here’s everything you need to know about your rights as a passenger when travel goes wrong…
Booking and before you travel
- Your airline, travel agent or tour operator must provide you with clear and easy to understand information. Airlines and travel agents must make clear the full price and all mandatory charges.
- If you have booked a package that includes a flight, you may have both package and Air travel Organisers’ Licencing protection. Take your ATOL certificate with you.
Accessibility
- Disabled passengers and those with reduced mobility are entitled to special assistance for the airport and airline, free of charge. This includes assistance with moving around the airport, boarding and getting off the aircraft and transfer of flights.
- You are entitled to carry medical and up to two pieces of mobility equipment free of charge in addition to your permitted baggage allowance.
- It is the airline’s responsibility to communicate essential information regarding flight safety in an accessible way, for example via with braille.
If things go wrong
The following information is only relevant to flights covered by UK law.
- If you experience flight delays or cancellations, or are denied boarding, airlines must provide you with information about your rights and when you are entitled to assistance, refunds and compensation.
- If your flight was cancelled, denied boarding or facing a long delay of at least two hours, the airline must provide you with care and support such as meals and refreshment.
- If your cancellation delays means an overnight stay is needed, you are entitled to hotel accommodation and transport between the airport and the accommodation.
- If your flight arrives at your destination more than three hours late, and the delay is caused by the airline, you are entitled to compensation.
Flight cancellations and denied boarding
- If a flight is cancelled by the airline, you are entitled to either a refund paid within seven days or to be re-routed under comparable conditions. Compensation is not due to circumstance outside the airline’s control, such as bad weather.
- If you are not allowed onto a flight you have booked, the airline must let you choose between a refund within seven days or to be re-routed under comparable conditions.
Lost, damaged or delayed baggage
- Airlines are liable for lost or damaged baggage based on the value of your luggage. If your baggage is delayed while you are away from home, most airlines will reimburse you for the essentials you need, but check with your airline.
- If you are a wheelchair or other mobility user and your equipment is lost or is damaged, the airline must provide you with compensation. You may also be provided with temporary equipment, or arrangements made for your onward transportation.
