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How to Jump Queue Fury If you find
yourself waiting in a long queue at an airport or bus terminus this holiday,
will you try to analyze what it is about queuing that makes you angry Or will
you just get angry with the nearest official Professor Richard
Larson, an electrical engineer at the Massachusetts Institute of Technology,
hates queuing but rather than tear his hair out, he decided to study the
subject. (46) . He cites an experiment at Houston airport
where passengers had to walk for one minute from the plane to the baggage
reclaim and then wait a further seven minutes to collect their luggage.
Complaints were frequent, especially from those who had spent seven minutes
watching passengers with just hand baggage get out immediately.
The airport authorities decided to lengthen the walk from the aircraft, so
that instead of a one-minute fast walk, the passengers spent six minutes walking
(47) . The extra walk ex tended the delay by five minutes for
those carrying only hand baggage, but passenger com plaints dropped almost to
zero. The reason Larson suggests that it all has to do with
what he calls "social justice". If people see others taking a short cut, they
will find the wait unbearable. (48) . Another
aspect Larson studied was the observation that people get more fed up if they
are not told what is going on. (49) . But
even knowing how long we have to wait isn’t the whole answer. We must also
believe that everything is being done to minimize our delay. Larson cites the
example of two neighboring American banks. One was highly computerized and
served a customer, on average, every 30 seconds. (50) . But
because the tellers at the second bank looked extremely busy, customers believed
the service was faster and many transferred their accounts to the slower bank.
Ultimately, the latter had to introduce time-wasting ways of appearing more
dynamic. A So in the case of the airport, it was preferable to delay
everyone. B The other bank was less automated and took twice as
long. C When they finally arrived at the baggage reclaim, the delay was
then only two minutes. D His first finding, which backs up earlier work
at the US National Science Foundation, was that the degree of annoyance was not
directly related to the time. E It’s unbearable for the airport to
delay everyone. F Passengers told that there will be a half-hour delay
are less unhappy than those left waiting even twenty minutes without an
explanation.