Premier Inn has sparked controversy by implementing a new single-file queuing system at its hotel bars, with the policy drawing particular criticism at its Gatwick location.
The hotel chain says the measure aims to provide "fair service" and help foreign tourists, but customers have reacted with fury over the formal approach to ordering drinks.
The new policy requires guests to form an orderly queue at one end of the bar, marking a significant departure from the traditional British pub atmosphere where customers typically gather freely along the bar's length.
At the Gatwick location, a sign has been posted stating: "We want to provide a fair service to everyone. Queue up at the beginning of the bar and we'll be with you soon."
Premier Inn defended the policy, explaining: "Our hotel at Gatwick is our busiest hotel in the UK.
"Our team operates a hugely successful and efficient restaurant service where drinks can be served to tables."
The company added that when guests want drinks at the bar, they have "implemented a system to ensure guests are served as quickly and fairly as possible."
The measure is believed to prevent regular customers from being served ahead of foreign tourists.
Customers have taken to social media to express their dismay at the new system.
"Some of the best chats I've had have been with randoms at a bar while waiting to be served. It isn't a Post Office, there's no need to queue," one critic complained.
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Another customer sarcastically remarked: "If it's a queuing system, the bar should only be four foot wide."
The single-file queuing system echoes similar measures introduced across British pubs during the COVID-19 pandemic to maintain social distancing.
The continued use of such systems has created confusion in the hospitality sector, with Wetherspoon chain boss Tim Martin noting that the pandemic-era measure has led to "anarchy" as customers remain uncertain about which ordering system to use.
Despite the criticism, Premier Inn maintains that the system is necessary at its Gatwick location, which it identifies as its busiest hotel in the UK, to ensure efficient and fair service for all guests.
In an op-ed for The Sun today, comedian Al Murray took aim at queuing in pubs, calling it "an epidemic".
Murray said: "Lately there has been an epidemic that has swept the nation, that no mask, no vaccine, no social distancing, no PM at a lectern looking sad can cure.
"I am of course talking about: QUEUING IN PUBS."
The Pub Landlord added: "Seriously, the way we British give the evil eye to people who push in at theme parks should be looked into by the boffins at the MoD as some sort of death-ray.
But the truth remains — there is one place we do not queue: Pubs.
"We never have. And we never should. It’s in the Magna Carta, and if it’s not someone should put it in. Now."
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