Chick-fil-A upgrade to a full restaurant causes inconvenience for students

During the summer, Chick-fil-A upgraded its campus location from a limited express model to a full-scale restaurant with an expanded menu. Since its reopening, students have experienced waiting in longer lines than in previous years. 

One of the many students who have been stuck in lengthy lines is junior Averie Freeman. When Chick-fil-A utilized the express system, she said she waited up to five minutes for her food. Now, Freeman said she waits in line anywhere from 10 to 20 minutes.

“Honestly, I like the old version more,” Freeman said. “Now, they have mac and cheese and salad, but I just don’t like them that much, so I don’t really care that [the expanded menu] is here now. I really like the grab-and-go. That was just really convenient.”

Other students agreed with Freeman. Many students have said the wait times are inconvenient, and some have turned away from purchasing Chick-fil-A for lunch due to the daunting line. 

Like Freeman, senior Joey Price also misses the express system of the restaurant. She said that the previous system not only took significantly less time, but it also allowed her to speak with workers as she grabbed her food. 

“I think it cut off the conversation with the kitchen staff,” Price said. “That was one of the highlights of me going there. It got to the point where they knew me by name, and they were very kind and good to me.”

Price said the workers appear to have limited time to engage in friendly conversation with customers like before. With the increased line and business behind the counter, those interactions no longer happen with the new system. 

John Stewart, Director of Dining Services, said the change was beyond Sodexo’s control. Stewart said the decision was solely a broader company decision, and the change does not reflect Sodexo’s or students’ preferences. 

“Chick-fil-A did away with the express model because they wanted us to be more personable,” Stewart said. “They wanted us to have more interaction with the customer coming up to the line as they’re ordering their food.” 

Chick-fil-A now features cash registers at the counter, unlike previously. Stewart said the new system is a learning curve for everyone involved.

Even though students have repeatedly expressed concern over the lengthy lines, Stewart said the Chick-fil-A staff is working at an impressive pace for the amount of customers. Stewart said most other fast food restaurants would not operate as well as Chick-fil-A’s current staff. 

 “If you see a line of 50 people, we are clearing it in 15 minutes or less,” Stewart said. “I encourage you to go to any other fast food establishment and see how fast they can clear a line of 50 people. I feel like we are putting our best foot forward to get these orders out.” 

Stewart said Sodexo is still learning how to adapt to the new system and is currently  working toward a solution. Stewart, alongside his management staff, are looking to hire additional employees to improve daily operations. Stewart said he hopes to improve the situation around mid-September.