Sunday, October 14, 2012

Priority Queues: Paying to Get to the Front of the Line

In the US, as elsewhere, it is becoming more common to see queues where one can pay to get to the front. It brings the market to the experience of waiting in line - but some say it conflicts with the principles of fairness and equality.

Up until recently, the "serpentine" queue was the norm in America - and businesses were proud to implement them.

"There used to be a bank in New York called Chemical Bank and they used to claim that they were the first ones to have that in their bank lobbies," says Richard Larson, a queuing theorist at MIT. "Wendy's is very proud that they were the first ones in fast food to have the single serpentine line."

The model works because most members of society agree the person who's been waiting longest should be served next, he says.

But today, many Americans are waiting in a new kind of queue - the priority queue, where certain customers get higher priority because they pay.

In American airports, priority queues are now visible everywhere - at the check-in counter, at security and at boarding gates. Many airlines now board their passengers according to the amount of money they've paid for their ticket.

Like Ryanair in Europe, discount airline Spirit is both unpopular and extremely successful. People may moan that they have to pay extra to board first or get a particular seat - but the low prices mean they keep booking tickets.

Priority queues are also being brought in to other areas of American life - from highways to theme parks.

Take the Six Flags White Water amusement park in Atlanta, which implemented a priority queue system in 2011.

Some guests simply queue up for their rides. Those who purchase green-and-gold wrist bands - fitted with radio frequency technology - are able to swim in the pool or eat snacks before being alerted to their turn.

Guests who pay an even higher fee - roughly double the price of admission - get the gold flash pass, cutting their waiting time in half.

The company says it has been a huge hit and is now installing the system in all of its American water parks.

I loved using the flash pass, but when I saw a group of teenage girls glaring at another group of teenage girls all wearing gold wrist bands - I wondered if priority queues were adding to the polarisation in American society, already a hot political issue. Is it really a good idea to further divide citizens into first and second-class citizens? (...)

In October 2011, Atlanta created a priority lane on the highway for drivers with a Peach Pass - the price of driving in the lane changes depending on how much traffic there is.

Critics call them "Lexus lanes", because they claim the lanes benefit only the rich who can afford expensive cars.

Aside from the cost of the express lanes, some drivers are also upset that they replace car pool lanes - special lanes for cars with two or more passengers.

Overnight all the car pool drivers who used to ride free were pushed into the general lanes, making traffic worse for everyone except those who pay.

by Benjamin Walker, BBC World Service | Read more:
Photo: Thinkstock