I think this is just a case of guest unfamiliarity. Somewhat related, I work downtown across the street from a Brueggers Bagel Bakery that is very popular during the breakfast rush. There was always a long line to put in orders for food or coffee. About a year ago they redid the whole store and changed the ordering system. Now you no longer wait in a long line to place your order which you do almost as soon as you enter the store, however the time between when your order is placed and when you receive your food is longer. In the past you would wait in a long line to place the order, but they would make the food right as you ordered (Like a subway). Now you order right away and you go wait off to the side (like starbucks). EVERYONE complained that the new system was "broken" and it took ... "WAY LONGER". People were calling and emailing the corporate office with complaints, but I kind of did the math and realized that you're still waiting about the same amount of time... except now you're just waiting in a different place. When I brought it up to a few people they were kind of surprised and then after some reflection agreed. I think most people are just creatures of habit and something unfamiliar automatically seems longer, because it's new. I think everyone will like the queless line system better they just haven't properly wrapped their brains around it.