Why Theme Park Or Restaurant Wait Times Seem So Long
Lifestyle

Your Wait time At Theme Parks Is Not Unfair, You're Just Impatient

Your perceived wait time is always going to be longer than your actual wait time if you can't take a minute to focus on something other than yourself.

78373

Toy Story Land at Disney's Hollywood Studios "unboxed" on June 30, 2018. My friend and I decided to brave the crowds on opening day. We got to the park around 7 AM only to find out that the park opened around 6 AM. Upon some more scrolling through multiple Disney Annual Passholder Facebook groups, we discovered that people were waiting outside the park as early as 1 AM.

We knew we'd be waiting in line for the bulk of the Toy Story Land unboxing day. There were four main lines in the new land: the line to enter the land; the line for Slinky Dog Dash, the new roller coaster; the line for Alien Spinning Saucers, the easier of the new rides in the land; Toy Story Mania, the (now old news) arcade-type ride; and the new quick-service restaurant, Woody's Lunchbox (complete with grilled cheese and "grown-up drinks").

Because we were so early, we did not have to wait in line to get into the land. We decided to ride Alien Spinning Saucers first. The posted wait time was 150 minutes, but my friend timed the line and we only waited for 50 minutes. Next, we tried to find the line for Slinky Dog Dash. After receiving conflicting answers, the runaround, and even an, "I don't know, good luck," from multiple Cast Members, we exited the land to find the beginning of the Slinky line. We were then told that there was only one line to enter the park that eventually broke off into the Slinky line. We were not about to wait to get back into the area we just left, so we got a Fastpass for Toy Story Mania that we didn't plan on using in order to be let into the land sooner. We still had to wait for our time, so we decided to get the exclusive Little Green Man alien popcorn bin—this took an entire hour. We then used our Fastpass to enter the land, found the Slinky line, and proceeded to wait for two and a half hours only for the ride to shut down due to rain. But we've come this far and rain was not about to stop us. We waited an hour, still in line and under a covered area, for the rain to stop. Then, we waited another hour and a half to get on the ride from there once it reopened (mainly because they prioritized people who missed their Fastpass time due to the rain). After that, we used the mobile order feature on the My Disney Experience app to skip part of the line at Woody's Lunchbox.

Did you know that there is actually a psychological science to waiting? In the hospitality industry, this science is the difference between "perceived wait" and "actual wait." A perceived wait is how long you feel like you are waiting, while the actual wait is, of course, the real and factual time you wait. There are eight things that affect the perceived wait time: unoccupied time feels longer than occupied time, pre-process waits feel longer than in-process waits, anxiety makes waits feel longer, uncertain waits are longer than certain waits, unexplained waits are longer than explained waits, unfair waits are longer than equitable waits, people will wait longer for more valuable service and solo waiting feels longer than group waiting.

Our perceived wait time for Alien Spinning Saucers was short because we expected it to be longer. Our wait for the popcorn seemed longer because it was unoccupied and unexplained. Our wait for the rain to stop so the ride could reopen seemed shorter because it was explained. Our wait between the ride reopening and getting on the coaster seemed longer because it felt unfair for Disney to let so many Fastpass holders through while more people waited through the rain. Our entire wait for Slinky Dog Dash seemed longer because we were not told the wait time in the beginning. Our wait for our food after placing a mobile order seemed shorter because it was an in-process wait. We also didn't mind wait long wait times for any of these experiences because they were new and we placed more value on them than other rides or restaurants at Disney. The people who arrived at 1 AM just added five hours to their perceived wait

Some non-theme park examples of this science of waiting in the hospitality industry would be waiting at a restaurant, movie theater, hotel, performance or even grocery store. When I went to see "Jurassic World: Fallen Kingdom," the power went out in the theater right as we arrived. Not only did we have to wait for it to come back and for them to reset the projectors, I had to wait in a bit of anxiety because the power outage spooked me. It was only a 30-minute wait but felt so much longer. At the quick-service restaurant where I work, we track the time from when the guest places their order to the time they receive their food. Guests in the drive-thru will complain about 10 or more minute waits, when our screens tell us they have only been waiting four or five minutes. Their actual wait was the four or five minutes that we track because this is when they first request our service, but their perceived wait begins the moment they pull into the parking lot and join the line because this is when they begin interacting with our business. While in line, they are experiencing pre-process wait times; after placing the order, they experience in-process wait times.

Establishments in the hospitality industry do what they can to cut down on guests' wait times. For example, theme parks offer services like Disney's Fastpass or Universal's Express pass in order to cut down the time waiting in lines so guests have more time to buy food and merchandise. Stores like Target or Wal-Mart offer self-checkout to give guests that in-process wait time. Movie theaters allow you to check in and get tickets on a mobile app and some quick-service restaurants let you place mobile or online orders. So why do people still get so bent out of shape about being forced to wait?

On Toy Story Land unboxing day, I witnessed a woman make a small scene about being forced to wait to exit the new land. Cast Members were regulating the flow of traffic in and out of the land due to the large crowd and the line that was in place to enter the land. Those exiting the land needed to wait while those entering moved forward from the line. Looking from the outside of the situation as I was, this all makes sense. However, the woman I saw may have felt that her wait was unfair or unexplained. She switched between her hands on her hips and her arms crossed, communicated with her body language that she was not happy. Her face was in a nasty scowl at those entering the land and the Cast Members in the area. She kept shaking her head at those in her group and when allowed to proceed out of the land, I could tell she was making snide comments about the wait.

At work, we sometimes run a double drive-thru in which team members with iPads will take orders outside and a sequencer will direct cars so that they stay in the correct order moving toward the window. In my experience as the sequencer, I will inform the drivers which car to follow, they will acknowledge me and then still proceed to dart in front of other cars just so they make it to the window maybe a whole minute sooner. Not only is this rude, but it puts this car and the cars around them at risk of receiving the wrong food because they are now out of order. We catch these instances more often than not, but it still adds stress and makes the other guests upset. Perhaps these guests feel like their wait is also unfair or unexplained, but if they look at the situation from the outside or from the restaurant's perspective, they would understand why they need to follow the blue Toyota.

The truth of the matter is that your perceived wait time is always going to be longer than your actual wait time if you can't take a minute to focus on something other than yourself. We all want instant gratification, I get it. But in reality, we have to wait for some things. It takes time to prepare a meal. It takes time to experience a ride at a theme park that everyone else wants to go on. It takes time to ring up groceries. It takes patience to live in this world.

So next time you find yourself waiting, take a minute to remember the difference between perceived and actual wait times. Think about the eight aspects of waiting that affect your perceived wait. Do what you can to realize why you are waiting or keep yourself occupied in this wait. Don't be impatient. That's no way to live your life.

Report this Content
This article has not been reviewed by Odyssey HQ and solely reflects the ideas and opinions of the creator.
Lifestyle

10 Etsy Father's Day Gifts Under $40 To Support Your Dad And Small Businesses

Stores may still be closed, but the internet is still wide open. So, while you're already shopping online check out Etsy for your Father's Day needs and support small creators.

As June approaches, Father's Day is coming up quickly with it. While they may not ask for much, it's always a nice gesture to give your dad something special to share your appreciation. Although, at the same time, it might be difficult to find the perfect gift either for their humor or that will be practical.

On a normal occasion, it's simple to find a gift for your father figures in stores, but for the times we're currently in our access has become very limited. Small and independent businesses need help now more than ever, so what better time than now to support them? If you're still stuck on what to give for Father's Day, look to this list for some inspiration that won't hurt your wallet too much.

Keep Reading... Show less
Health and Wellness

5 Helpful, Effective Mental Health Resources Specifically For The Black Community

These organizations are qualified, caring, and acknowledging the mental trauma individuals are experiencing.

On May 25, George Floyd died after being pinned to the ground by a Minneapolis police officer. In the last week, protests have sprung up across the nation, demanding justice for Floyd and accountability for police brutality. Social media has also seen widespread conversation regarding Floyd's death, Black Lives Matter, and racism in the United States. Today is #BlackoutTuesday, where many are sharing a single black square to represent unity and support for Black voices.

In light of the heavy climate that our country is facing, it is a safe assumption that many individuals' mental health may be suffering. We wanted to highlight mental health resources and organizations that are Black-owned and prepared to assist in whatever you're going through.

Keep Reading... Show less
Lifestyle

15 Black-Owned Haircare Brands That Cater As Much To Inclusivity As They Do To Your Locks

Championing Black entrepreneurs who make some of our hair favorites.

The haircare industry is vast. With the rise of social media came hundreds of thousands of empowered, niche brands. Single entrepreneurs came out of the woodwork with hair brands that now, years later, have dedicated cult followings.

Of those multitudes of brands, few cater to all hair types, most made without regard for curly or coily hair. These brands, however, are different.

Keep Reading... Show less
Swoon

4 Women Of Color Share How Racism Affects Their Dating Lives, And Everyone Needs To Listen

"My race is typically a factor in almost everything I do, and with dating, it's no different."

Racism affects the daily lives of people of color in the United States, and other parts of the world, in some capacity every day. When it comes to dating and relationships, this is unfortunately no different.

Keep Reading... Show less
Entertainment

13 Movies And Shows On Netflix Directed By Black Men And Women You Need To Watch Now

Take the time right now to watch these fantastic films and TV shows directed by Black men and women.

Netflix

Netflix is notorious for getting us insanely addicted to watching TV and films. From documentaries, true crime, reality, and fiction, we get very sucked in.

Right now the American people are fighting for the lives of our Black brothers and sisters, so instead of watching "The Office" for the 30th time, take the time to watch these 13 films and TV shows directed by Black men and women.

Keep Reading... Show less

I love working out, it makes me feel great. It helps my mood, sleep schedule and I just feel overall healthier. Recently I wanted to focus more on my glutes than I previously had been. At the gym, I would just go to the squat bar to do my thing and call it a day. But since we have been home in quarantine I feel like squats just aren't doing it for me but even if I love doing them. Doing squats I always have felt does more for banging my thighs than it ever did for my butt. It made them so big, which I didn't mind except I felt it made my butt look pretty much the same. Straying from squats, and the fact that gyms will probably remain closed for a while, sent me on a fitness journey to see what other exercises I could do at home with no or very little equipment needed. Hopefully, these exercises will help keep your booty banging.

1. Diamond Leg Lifts

Keep Reading... Show less
Lifestyle

10 Podcasts On Race Everyone Should Listen To In Order To Be A Better Ally

Listen and learn, because knowledge is power.

Podcasts are such an integral part of some of our everyday lives that it can be hard to recall a time at which they didn't exist. Podcasts exist on about every single topic, from dating to celebrity gossip and Harry Potter.

Now more than ever, it's likely you're reeling from the news, and (hopefully) wanting to do something about it in order to educate yourself. Podcasts are one of the best ways to get the most up-to-date information in a conversational, personal way from some of today's top educators, scholars, and theorists.

Keep Reading... Show less
Swoon

Stop Pitying Me Because I'm Single, I'm Very Happy With My Relationship With Myself

I don't need your opinions on why I'm single and you're not. We are two different people.

I'm so happy for my friends when they get into relationships, but that doesn't mean they get to have control over my love life, and that is what bothers me. For the record, I've been in four relationships, one lasting for three years, so I do understand relationships.

Keep Reading... Show less
Facebook Comments