
The average American spends more than a work week (40 hours) ever year waiting in lines.
More About Waiting In Line
The Psychology & Perception of Lines
- Unoccupied time feels longer than occupied time: When your mind is active, time moves faster. That’s why elevator lobbies have mirrors—installed in 1950s New York to distract people while waiting, which drastically reduced complaints without speeding up the elevators.
- Uncertainty breeds anxiety: Knowing how long a wait will be makes it significantly more tolerable. Being told “the doctor will see you in 20 minutes” produces far less stress than “the doctor will see you shortly”.
- People judge queues by their ending: Behavioral research shows the “Peak-End Rule” applies to lines. If the wait ends with a warm greeting or quick check-out, customers generally forget earlier delays and rate the whole experience positively.
The Economics & Mechanics of Queueing
- Single lines move faster than multiple lines: Serpentine queues (one winding line feeding multiple cashiers) are mathematically more efficient than traditional multi-line setups. They prevent the “slow register” delay and reduce overall average wait times.
- The “First-In, First-Out” (FIFO) standard: Queueing theory relies heavily on FIFO as the universal baseline for fairness. Violating fairness (like watching someone arrive later but get served first) triggers immediate anger and makes the wait feel significantly longer.
- The “getting started” illusion: Restaurants give you menus at the entrance or take drink orders early to trick your brain into believing the service process has already begun, which lowers abandonment rates.
Cultural & Historical Quirks
- The British queuing reputation: In the UK, structured queueing became a cultural point of national pride during World War II, when strict rationing forced citizens to wait orderly in line for basic goods.
- The “Other Line Always Moves Faster” bias: Illusions like Erma Bombeck’s Law or Murphy’s Law aren’t just in your head. Statistically, if there are 3 parallel lines, there is a 66% chance that one of the other two lines will move faster than yours simply due to random variance.
- Overestimating wait times: Disney parks intentionally overestimate posted wait times for popular rides. If a sign claims a 60-minute wait but you board in 45, you exit the ride feeling like you gained time, boosting overall satisfaction.
- Professional line standers exist: In major cities, professional line sitters can earn $20 to $50 an hour waiting for product launches, ticket sales, or popular restaurant seats on behalf of busy clients.










