“The lengthiest part of our drive-thru ordering process is the brief wait to get your order taken. “We see this as a way to serve customers more effectively and give them more control over their experience,” said Lassiter.
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When they arrive at the restaurant, they follow signs to the express lane, use the app to scan a QR code in the dedicated lane, and then pull around to receive their order from a friendly restaurant Team Member. Customers choose a restaurant location and, if available, select “Drive-Thru Express” as the destination and then place an order. Though still in its initial testing phase at select restaurants, the express lane is a partially or fully dedicated lane in the drive-thru where customers who order on the mobile app can bypass the traditional drive-thru line to pick up their meal.Īnd it’s simple. This latest innovation aims to “help guests move through the drive-thru quickly by dedicating one of our drive-thru lanes exclusively to mobile order pickup, creating a more streamlined experience for customers who order on the Chick-fil-A ® App on the go,” says Lassiter. What became a lifeline for restaurants and customers over the past two years, the drive-thru is constantly evolving at Chick-fil-A with new technology and elevated service process. Introducing a new express lane for the drive-thru “The express drive-thru lane is a game-changer for our busy customers and our Team Members,” said Jonathan Lassiter, a senior integration leader on Chick-fil-A’s Service and Hospitality team.
When the schedule is too packed to cook, there’s new peace of mind for some Chick-fil-A ® customers: a dedicated drive-thru lane for mobile orders that could be the quickest and easiest way to order and pick up a meal yet. Select restaurants are testing a new express drive-thru lane for mobile orders, allowing guests to choose their own adventureįor so many, the struggle to balance it all is very real: a schedule booked solid, a laundry list of to-dos and, for some, a family to care for.
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