The divisive bar habit pub punters and landlords say ‘ruins the vibe’

You might’ve heard of customers ‘phubbing’ staff in bars and pubs, where they refuse to look up from their phones when talking to servers.

But that’s not the only complaint around ordering in these establishments. In fact, there’s one divisive tech development hated by customers and bar owners alike.

The founder of Wetherspoons, Sir Tim Martin, responded to an unhappy customer who complained ordering through a QR code was ‘taking away the atmosphere of chatting with the bar staff, or the people in the queue’.

Use of QR codes to reduce interactions with staff was widely adopted during the pandemic, with customers scanning the codes on their phones and ordering food straight to their table – no ‘hi, how are you?’ necessary.

Tim wrote in Wetherspoon News magazine: ‘Don’t tell anyone, I beg you, but I couldn’t agree more. What’s a pub visit without shooting the breeze with the bar team?’

He added he’d been sure QR code ordering wouldn’t work for this very reason and that it was only a ‘matter of time before [he’s] proven right’.

Lucy Do, who owns The Dodo Micropub in Hanwell, Ealing, tells Metro ordering via phones and codes ‘makes her shudder’.

In fact, her pub website explicitly states there are: ‘No electronic distractions like loud music, sports screens and fruit machines, instead conversation is promoted as the main form of entertainment.’

‘The whole point of good hospitality should be human connection,’ Lucy explains. ‘I don’t want to be diverted from being present with people, directed to a website and then probably have said site crash out just as I go to pay or order because the venues WiFi can’t handle all the phone usage.’

She adds her pub has never had a QR code ordering system and that ‘informal table service’ is offered by her staff. ‘Patrons are constantly mingling and interacting,’ Lucy says. ‘I find this adds flow, warmth and occasional organised chaos to service!

‘It’s all part of the charm of a real community pub.’

She also has lonely customers swing by to enjoy chatting to strangers across the tables. ‘For some of the older patrons, familiar faces down their local are an essential lifeline,’ she explains. ‘But real community is only built through connection.’

Lucy admits she understands why larger businesses have QR codes in place, because less staff means bigger margins, but she feels that’s not the ‘essence of a good hospitality experience’.

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Mother-of-two Hannah O’Donoghue-Hobbs is in agreement, saying this development encourages anti-social behaviour and ruins the friendly atmosphere in bars, restaurants, and pubs.

‘I hate it,’ she tells Metro. ‘I’m on my phone for work 24/7 and having to further QR it up in my down time really ruins my vibe. They’re in the bin along with self-checkouts.’

It’s been a hot topic of discussion on social media too, with many taking to Reddit to share their outrage at the lack of human interaction in these settings.

‘It’s so impersonal,’ wrote one. ‘It feels like a core part of the experience has been cut out. It’s lacking that human touch. I may as well order Uber eats at a park bench!’

‘I hate it, hate it, hate it,’ agreed another. ‘I just want to give my order off a menu to a human.

Someone else said: ‘I quite enjoy standing at the bar and ordering my drinks. The pub decided ordering at the bar was too efficient and threw in an extra step in the process to completely disjoin the customer from the bar.’

But not everyone is a QR code hater in bars and restaurants. On person said on Reddit: ‘Love getting drinks at the gastro pub delivered to the table rather than spending half the time queued at the bar fighting for their attention.’

Parents also chimed in saying QR codes were a better option when eating alone with their child, because they wouldn’t have to leave their child at the table while ordering, or lose their table if they took their child with them.

Another explained: ‘As an introvert I love any opportunity not to have to interact with strangers.’

Psychotherapist and author Eloise Skinner also weighed in on the debate, understanding the pros and cons to the digital system.

‘It can certainly reduce any stress or anxiety people might feel around ordering in public, especially in social settings,’ Eloise tells Metro.

‘Sometimes these environments can feel overstimulating or overwhelming, and QR codes can alleviate this pressure, allowing people to be present in the moment.’

However, she worries that reliance on QR tech could ‘reduce social skill development over time’.

‘Putting ourselves in challenging situations can enable us to build resilience and practical abilities over time,’ she adds. ‘The drive towards frictionless social environments could, over time, result in a loss of social abilities and a feeling of disconnection from others.

‘There might also be a feeling of loss of community, if people avoid interacting with local hospitality staff or business owners.’

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