6 ways Chick-fil-A is speeding up its massive drive-thru lines, from workers FaceTime-ing drivers to ghost kitchens

Brynn Anderson/AP Photo

• Chick-fil-A's drive-thru lines are longer than ever during the pandemic, creating problems.
• The chain has workers taking orders via iPad, and has introduced canopies and coats for outdoor employees.
• Chick-fil-A is taking the pressure off drive-thrus with delivery, new locations, and ghost kitchens.

Chick-fil-A is an undisputed drive-thru expert.

The chicken chain's prowess is so well-known that, when a South Carolina town was facing a drive-thru COVID-19 vaccine site disaster, authorities called the manager at the local Chick-fil-A.

However, Chick-fil-A is dealing with more and more pressure to keep the crowds moving. The chain faced four lawsuits in 2020 over its massive drive-thru lines, Insider found. Average wait times reached eight minutes and eight seconds, minutes longer than competitors like McDonald's and KFC.

Still, Chick-fil-A is working hard to match new challenges with fresh innovation. The company said in a statement to Insider that it has "teams dedicated to constantly innovating and testing new ways to elevate the guest and Team Member experience and improve efficiency in the drive-thru."

"Because we are always investing in this work, our local franchise Operators were able to act quickly at the onset of the pandemic to adapt to the pressures caused by closing our dining rooms," the statement continued.

Here are six techniques the chicken chain is using to stay on top of the drive-thru game.