How To Improve Visitor Experience With Queue Busting

What are the most important things a visitor attraction must keep in mind when considering the day-to-day operation of their of their park or attraction? Well there are actually many, many things to keep in mind (That wasn’t a fair question, sorry!)

But essentially, a great visitor attraction should aim to keep their park running efficiently and focus on providing excellent customer service to ensure you have happy visitors and consistent profitably. To this affect, it is paramount to ensure that the visitor’s experience is as seamless, and enjoyable as possible. The easiest way for an attraction to hit these goals is to cultivate repeat, loyal visitors and provide a memorable day out through excellent customer service.

But nothing ruins a great day out like being forced to wait in a slow moving, cement-footed queue that seems to somehow extend beyond the physical and scientific boundaries of the nature of time. So what can we do to keep our customers happy when our kiosks and outlets are busy?

The answer is: bust those queues.


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people stood in a queue

When dealing with Queue Busting, there are a range of factors that need to be taken into consideration:

Planning for busy periods, queue management, queuing delay and transaction time are all variables which will impact the ultimate delivery of your customer experience.

As experts in EPOS solutions and business technologies we like to think we have an extensive understanding of the issue at hand and would like to offer to you our advice in defeating the dreaded queues and improving the customer experience at your attraction. Firstly, here’s just a few of the ways that we believe something as simple as ‘Queue Busting’ can impact a visitor or tourist attraction:

  • Visitor loyalty – show the visitor you care about their trip to your attraction and they won’t forget it.
  • Increased profitability – ensure no visitor ever gives up on your attraction because of queues and takes their money elsewhere.
  • Public perception – Image counts for a lot in visitor attraction management, so show you’re an innovator and people will notice.


When ensuring the smooth operation of any organisation, your staff are essential in maintaining the successful running of your visitor attraction. Equally, your staff have a huge impact on possible delays and queuing, so training your staff to anticipate possible queuing factors is key. This, combined with providing your staff with the skills at your Point Of Sale (POS) to be efficient in taking transactions and operating the till, will serve to improve the operations across every outlet at your park or attraction.

Busting Entrance Queues

Start the day as you mean to go on and bust those queues at the entrance to your attraction. Online ticket booking software and online booking systems are a great way to get visitors into your attraction quicker. By taking the process online they eliminate the need to queue up on the day and simply need to present their email ticket or barcode that can be quickly scanned at the entrance and start enjoying their day. You can also speed up entrance queues at your attraction for those visitors who wish to purchase their tickets on the day. With a simple to use EPOS system, you can configure your menus so that data capture is simple and the ticket buying process is easy to do.

Queue Management

Queues are no surprise in a visitor facing environment, so ensuring the efficient management of a queue is essential, whether its at your park entrance, food outlets or gift shops, queues can have a negative impact on any day out. Understanding what factors influence queues in your business is half the battle of reducing queue times.
Factors such as:

  • Customer arrival rate & time of the day.
  • Average shopping time per customer in Gift Shops or onsite Retail Outlets.
  • Variation in time duration for customer service.
  • Average number of tills or kiosks open for customers to be served.
  • External factors beyond the attractions influence i.e seasonal, weather etc.

Profiting from the queue

Queues are just something to expect when you are running a visitor or tourist attraction, so exploring options of capitalising from the queue is something you could be looking in to. It can be as simple as placing promotional items at the area of queuing, such as buy in-ride photos before you get on the ride so when you get off you can walk away with your purchase, or buying animal feed with tickets at a farm attraction, so families don’t have to queue up a second time. If you think about it, the vast majority of retailers in the clothing and supermarket industries have significantly increased their impulse purchases and increased their overall sales by conveniently placing items where customers are queuing.

Queue busting with EPOS Technology

Queue busting within the Point Of Sale (POS) at visitor attractions is made incredibly easy with a modern, reliable EPOS system in place. The ability to have synchronised tablets to process items in the queue could also speed up the process a great deal. That means the only action to be carried out at the till or POS would actually be taking the payment for the item. If this was adopted at retail or catering outlets across your park you could cut queues down dramatically and improve the efficiency of your attraction.

By careful planning, well trained staff, a little help from online ticketing software, a comprehensively managed queuing system and an efficient point of sale or till system, your visitor attraction can beat the queues and still come out on top.

Want to know more tricks about busting those queues at your park or visitor attraction, book a free demo of VisiSoft. During our demo you can speak to one of our VisiSoft experts, ask them anything you need to know, plus you can actually see the EPOS and ticketing solution in action.

Request A Demo.

Online ticketing, admissions, cafes, gift shops, events and reporting all on one system, all backed up by the support you need.

Your visitors deserve the best experience: VisiSoft gives you all of the tools you need to make sure you deliver an incredible day every time!

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