Buzz
Unless you’re a hermit in the wilderness, waiting in line is an almost universal human experience. However, as travelers often discover, the customs surrounding queuing differ widely across cultures. Whether you refer to it as waiting in line, queuing, or even 'on line' (as New Yorkers famously do), the way you perceive the wait often matters more than the actual duration. This concept is explored in David Andrews’ book, Why Does the Other Line Always Move Faster? Here are 12 insights about queuing that might make your next wait a bit more tolerable.
1. AMERICANS AND BRITISH PEOPLE VIEW LINING UP DIFFERENTLY.
Cultural critic Robert J.C. Young [PDF] highlights a distinction in mindset between the American phrase 'to stand in line' and the British term 'queue,' which can function as both a noun and a verb. Young notes that in American culture, standing in line implies a passive submission, whereas queuing in British culture suggests active participation in a social agreement that values fairness and equality for everyone involved.
2. THE CONCEPT OF LINES IS MORE MODERN THAN YOU MIGHT EXPECT.
As recently as 1775, even the most comprehensive English dictionary lacked a term for standing in line. In 1837, Thomas Carlyle, in his history of the French Revolution, meticulously explained the revolutionary practice of queuing, noting that 'bakeries had their Queues, or Tails; long rows of buyers arranged in a line, ensuring the first to arrive were the first served.' This idea seemed unusual and unfamiliar at the time. An American traveler in 1854 even emphasized his experience of standing 'en queue' (his emphasis) with students to enter a library.
3. INDUSTRIALIZATION CREATED THE NEED FOR LINES.
The rise of factory work synchronized people’s daily routines. With everyone starting and finishing work simultaneously, crowds formed at bus stops for commuting and at time clocks for punching in and out. Limited free time meant workers had to shop and handle errands during specific hours, leading to packed banks, stores, and post offices during lunch breaks or after shifts.
4. A ROBOT EXISTS SPECIFICALLY FOR WAITING IN LINE.
Xavier was developed at Carnegie Mellon University in 1995. Designed to wait in line at the Robotics Institute’s coffee shop, his creators calibrated his behavior by testing their own comfort levels in queues. They determined how much personal space Xavier should maintain and how to distinguish between someone in line and someone merely standing nearby. Xavier succeeded 70 percent of the time, though he occasionally struggled with sharply curved lines or misjudging whether a person was actually queuing.
5. CUTTING IN LINE REQUIRES SIGNIFICANT MENTAL EFFORT.
Renowned psychologist Stanley Milgram, famous for his obedience experiments, also explored the dynamics of line-cutting. In the 1980s, he instructed student volunteers to cut into ticket lines without explanation. Surprisingly, half the time, no one objected. However, the students themselves reported feeling anxious and embarrassed. Milgram theorized that our reluctance to cut stems from a rational assessment of social consequences. If you cut and someone protests, you risk confrontation and might still end up at the back. Similarly, if you’re in line, confronting a cutter could mean losing your spot, so staying silent often seems the better option.
6. IN TRAFFIC, MERGING LATE IS THE SMART CHOICE.
Traffic jams are essentially moving lines. When drivers delay merging into a congested lane until the last moment, many view it as cutting in line. Those who merged earlier often feel frustrated, believing they’ve waited their turn. However, from a traffic engineering perspective, late merging is the most efficient approach. Utilizing both lanes for as long as possible maximizes road capacity and helps traffic flow more smoothly when lanes eventually merge.
7. WENDY’S FOUNDER WAS FANATICAL ABOUT FAIRNESS IN LINES.
A study comparing Wendy’s, McDonald’s, and Burger King revealed that customers feel more satisfied waiting in line at Wendy’s. This is due to Wendy’s policy of serving customers in the exact order they arrive, using a single-file system with crowd control belts similar to those in airports. Founder Dave Thomas was passionate about eliminating uneven wait times. In contrast, other chains allow customers to form multiple lines at registers, creating the frustrating perception that one line is moving faster than the others—a surefire way to irritate waiting customers.
8. WHOLE FOODS’ INNOVATIVE QUEUE SYSTEM IS PSYCHOLOGICALLY EFFECTIVE.
In busy Whole Foods locations, particularly in urban areas, customers no longer need to guess which checkout line is shortest. Instead, they wait in front of colored screens that assign them to the next available cashier—a high-tech take on the deli number system. This eliminates the stress of searching for a faster line and ensures everyone waits the same amount of time. As Andrews notes, this approach removes the emotional strain of watching other lines move quicker, making the wait feel shorter and more equitable.
9. THERE’S A BOARD GAME DEDICATED TO WAITING IN LINE.
Kolejka (Polish for “queue”) is a board game launched in 2011 by the Polish Institute of National Remembrance. The objective is to queue in front of various empty stores, aiming to be the first player to fulfill a shopping list as supplies arrive to restock the shelves. Reflecting life in the Soviet Union, where queues were a daily reality, players can use special cards to skip ahead, such as leveraging “carrying a small child” as an excuse or securing goods through under-the-counter deals.
9. LINES CAN SOMETIMES BE BENEFICIAL.
While waiting in line might feel frustrating, at theme parks, queues are a deliberate feature. If there were no lines, visitors would race through attractions and grow bored quickly, spending just an hour or two at the park instead of an entire day. Theme parks strategically balance line lengths—short enough to keep guests willing to wait, yet long enough to encourage extended stays (and snack purchases).
10. DISNEY’S LONG LINES CAN BE BEAT WITH SOME PLANNING.
Statistician Bob Sehlinger released The Unofficial Guide to Walt Disney World in 1984 after two years of researching and testing line dynamics at the Orlando park. Years later, he teamed up with computer scientist Len Testa to co-author the guide and launch Touring Plans, a platform dedicated to optimizing theme park visits using data and mathematical models. By applying operations research and queuing theory, Touring Plans provides real-time wait time predictions for Disneyland and Disney World. Their patented scheduling system claims to save users up to four hours of waiting each day.
11. SEVERAL FACTORS CAN MAKE A LINE FEEL ENDLESS …
Not all waits are equally unbearable, as anyone who’s stood alone in line before a friend arrives can confirm. Waiting solo feels longer because there’s no conversation to pass the time. Other elements that amplify the perception of a long wait include uncertainty about the line’s end, lack of clarity about the delay (like being stuck in traffic without knowing if it’s due to an accident, construction, or just rush hour), and a sense of unfairness, such as seeing those behind you served first.
12. … AND STRATEGIES TO MAKE WAITING MORE BEARABLE.
Anxiety can make lines feel far worse. The more unknowns in the situation, the less confident you’ll feel about reaching the front. Restaurants excel at easing this tension. A check-in system ensures your presence is noted, and an estimated wait time provides clarity. Browsing a menu makes the wait feel productive, and a nearby bar offers a distraction until your table is ready.
