Understanding the Psychology of Queuing

05/10/2026

Guides, Airport

2 min

Standing and waiting in queues is a part of life. And it has an immediate effect on people's behavior. So to manage queues successfully, you have to look beyond the obvious and understand the psychology of queuing.

Shadows of people in line symbolize the study of waiting psychology.

There are many reasons why queues form. But the fundamental cause is simple: More people are waiting to be served than there are people or stations and kiosks to serve them. Waiting occurs in many places, sometimes several times a day. So it is essential to understand the consequences.

Would you like to learn more about:

Why do ques form?
Why does queueing seem so unpleasant?
How does the behavior of others affect us?
Can queues also be opportunities?

The Psychology of Queueing Guide is a must-read for anyone looking for a deeper insight into queuing. Would you like to learn more?

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Florian Eggenschwiler

Florian Eggenschwiler, Chief Product Officer at Xovis, is committed to helping the world rethink people flow. He previously had responsibility for Xovis' airports team, a position that followed overseeing Swissport’s corporate innovation unit—a role that included trend analysis of the airport of the future and forging partnerships with start-ups working on the latest operational technology. Florian spent several years as operations manager at Changi Airport in Singapore and started his career in corporate development in the ground handling industry. He holds an M.A. in Business Innovation from the University of St. Gallen.

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