The EES European Entry/Exit System, which became operational on April 10 following a testing period, is said to be causing delays of up to three hours at Palma Airport for non-EU travellers.
The president of the travel agencies association in the Balearics, Pedro Fiol, says that at Palma, where a hybrid method also involving manual controls is currently operating, the experience has been inconsistent since the system was introduced.
"Some days the operation runs relatively smoothly, but on other days, according to agencies and tour operators, from the moment the plane lands until passengers collect their luggage, more than two hours can pass, and even close to three hours in some specific cases."
The National Police acknowledge that there are delays, but they have no evidence of such lengthy delays. More staff have been added during peak hours to try to alleviate any congestion at the controls.
Fiol explains that transfer and pick-up operations are having to be altered in order to avoid additional delays and to guarantee the smoothest possible service. On behalf of his association, he expresses concern that if resources are not properly allocated, "significant queues and a negative first experience for visitors are possible".
"We cannot allow tourists' first impressions to be that of a prolonged wait at the border. This risks the future loyalty of these visitors."
He does accept, however, that "once this initial adaptation phase is over, the system should provide greater efficiency and security, and that is positive". "Rather than pointing the finger at any single entity, we are asking for maximum coordination between the ministry of the interior, the airports authority AENA, the security forces, airlines, and the tourism sector itself, which is already adjusting its operations to adapt to the EES."