Chick-fil-A on Frederica Street is debuting a new drive-thru layout today. Highlights include no more wrapping or merging, as well as mobile orders being picked up in the inside lane.
The changes were first announced Saturday morning on the Facebook page for Owensboro’s Chick-fil-A located at 4601 Frederica Street. The initial post reads:
“The Frederica Street location is installing a new Drive-Thru layout. We heard your feedback & will be going back to three lanes. Mobile orders will now have the inside track! This will be effective starting Monday, January 20th. More details will be coming soon!”
While commenters supported the move the three lanes, many people questioned or voiced displeasure with the inside lane being used for mobile orders. Large vehicles having to navigate a tight space and the possibility of having to still wait in line after food was delivered were among the top concerns of the inside mobile lane.
Chick-fil-A went into more detail in a second post Satruday, explaining some of the reasoning for the changes as well as their dedication to customer satisfaction.
“We hear your feedback. No team in Owensboro works harder or cares more about getting you through the line quickly and as accurately as possible,” the post reads. “We’re continuously adjusting to changing demands and looking to improve our service. We also make changes to help us care for our team in the ever changing Kentucky weather.”
The post said the goal is to entirely eliminate the need for wrapping around the building before getting in line. Restaurant officials also encouraged the use of the mobile app to order, saying it improves speed and accuracy, as well as helping earn free food through rewards points.
According to the post, the mobile lane will always be open during business hours, while the outside lane may close intermittently.
“We will open and close the third lane as we have to make adjustments based on guest traffic throughout the day. However you can always plan on the maximum experience for every breakfast, lunch, and dinner rush,” the post reads. “… We continue to push more than 200 cars for peak hours, and with more and more mobile orders our goal is 300.”
On Sunday, the restaurant posted a video with General Manager Jon Gann providing a walkthrough description of the changes.
He noted they have eliminated the need to wrap around the building, so customers can pull directly into line upon entering the parking lot.
Customers with a mobile order can go straight to the inside lane. Those needing to place an order can enter the right lane, which then splits into two lanes of traditional ordering.
Gann said there will be no more merging, so customers will stay in their own lane as they pull all the way around to the other side of the building for meal delivery.
Gann addressed the concerns about moving the mobile lane to the inside lane.
“Chick-fil-A is actually introducing some new technology in the very near future that will require us to put the mobiles underneath the canopy. So we’re just making that change now to get everybody used to the new traffic pattern,” he said.
In their second Facebook post Saturday, restaurant officials said “Our leadership team cares deeply about our guests and our team members, and we promise to make every effort to make our drive thru experience successful for you. … Thank you for your business and patience with our adjustments as we look forward to an even better 2025.”
