What does this Costa coffee incident reveal about drive-thru rules?

A cyclist was refused service at a Costa drive-thru in Scotland on June 25 after staff cited company policy and safety concerns about cars approaching from behind. The store was serving only drive-thru customers that day due to staff illness; the rider blocked the lane in response, and police were called.

It is not the first such dispute for Costa coffee. A near-identical case in 2020 drew a rebuttal from a British cycling association after the chain argued bicycles are not taxed or insured like motor vehicles. The repeat incident puts the balance between drive-thru convenience and fair access back under scrutiny.

In recent years, the grab-and-go consumption model has become increasingly popular, and many food and beverage brands have opened "drive-thru" lanes for this purpose. However, a cyclist was refused service at a Costa store in Scotland, on the grounds of "not being in a motor vehicle." This is not the first time Costa has sparked controversy over a similar incident. An almost identical situation occurred in 2020, when Costa explained that bicycles are not taxed or insured like motor vehicles, and was promptly rebutted by the British cycling association. Behind the incident lies the delicate balance between convenience and fairness in drive-thru service. Front Street Coffee takes you through this widely discussed event.

Nowadays, more and more people drink coffee, and more consumers are seeking quick pickup, a demand that many food and beverage brands have spotted, rolling out the convenience-focused "drive-thru" service one after another. In Europe and America, where land is vast and people are sparse and driving is the main way to get around, drive-thrus have long been a mainstream choice. But recently, an overseas netizen reported that despite driving to a coffee shop just like anyone else, they were refused service simply because they were riding a bicycle.

The incident took place on June 25 local time at a Costa coffee store in Scotland. A cycling enthusiast noticed a notice posted on the store's glass door that read: due to staff illness, only drive-thru service is currently open; only those in motor vehicles can be served; customers can still order via the app; normal business is expected to resume on June 27.

The person involved told the cycling media outlet Road.cc that after he rode his bicycle into the drive-thru lane, the staff member looked troubled upon seeing the bicycle and explained that according to company policy, they could not serve customers on bicycles. Another employee then came over, apologized politely, and explained that this was out of concern that he might be hit by a car coming from behind.

The cycling enthusiast then moved his bike to the middle of the lane, blocking the driving customers behind him. Staff immediately called the police and continued serving the motor vehicle customers behind.

In response, a Costa spokesperson told Road.cc that they confirmed the incident occurred at the Abbotswell Road store, that the store was only offering drive-thru and online ordering at the time, and that they deeply apologized for the inconvenience caused during the closure.

In fact, cyclists being refused at Costa drive-thrus is nothing new. A similar incident occurred as early as June 2020, which also prompted questions from overseas netizens about Costa at the time. Back then, Costa had to explain the policy on Twitter: based on strict health and safety guidelines, Costa staff will not serve customers who are not in a motor vehicle, and we deeply apologize for any unpleasantness this causes.

When asked about the reason for the policy, a member of Costa's social media team once explained that bicycles are not taxed or insured like motor vehicles. The staff member subsequently deleted the tweet and apologized.

The British cycling association responded on Twitter: since 1937, there has been no such thing as road tax in the UK. Many motor vehicle drivers are also cyclists, and they pay vehicle excise duty based on emissions, while all members of the association have insurance.

Of course, not all drive-thrus turn away cyclists. In Quezon City, Canada, Dunkin has opened a dedicated bicycle drive-thru lane for cyclists, allowing riders to order and pick up without getting off their bikes.

The popularity of the drive-thru began in the 1970s, when many fast-food restaurants introduced drive-through service to save parking lot and lobby space. With the spread of smartphones, more and more restaurants have begun supporting the order-on-phone-then-pick-up-in-store model, and even delivery services—spending a little money to have someone run the errand is always easier than picking it up yourself.

Image source: Internet

The above content is compiled by CoffeeHunters, a coffee news website.