Line Rage: Why People Lose It Waiting in Line

People reimagine line-waiting, from turning it into a business to making it entertaining.
6:28 | 07/26/14

Coming up in the next {{countdown}} {{countdownlbl}}

Coming up next:



Skip to this video now

Now Playing:


Related Extras
Related Videos
Video Transcript
Transcript for Line Rage: Why People Lose It Waiting in Line
I think we all hate people cutting in line. But this past weekend, another Bieber gate almost erupted at disneyland. He was in a wheelchair, with a knee injury. Do you lose it with people cutting in line? Reporter: Even in this age of instant gratification -- click it. Ship it. Say it. Pay it. We still have to endure that ancient anger of waiting in lines. It's momentary, involuntary imprisonment. Reporter: So, when fast food is too slow, even a happy meal can turn nasty, which is what happened when this Toledo, Ohio, woman was denied her chicken mcnuggets. If you want fries with your police record, just biggie-size the madness. I was told by apple care that I could walk in the store and get the part. Reporter: Yes, "Line rage" is real. In fact, it's even being studied at M.I.T, which is where we met Dr. Richard Larson, a renowned expert in the physics and psychology of lines. Right now, we're in line. Reporter: Dr. Larson says people innately understand the rules of waiting in line. Had Moses added an eleventh commandment, it may well have been "Thou shalt not cut in line." When people cut in line like this, that person is saying, my time is much more valuable than your time. Some people who are close to the tipping point, just totally lose it. Reporter: Oh, yes, there's hell to pay. Arrests like this guy, who tried to muscle his way to the front of an L.L. Bean store opening line. Or the line to the bathroom at an NFL game that stalled, then brawled. There are kind of fundamental laws at work. The top one is "First come, first serve." Chaos at the pasadena apple store. Reporter: The launching of a new apple product has been the genesis of many a great line story. Like the one pastor Scott Jones told us about. As I'm driving up, I'm thinking, this is going to be an experience. Reporter: Jones and roughly fifty of the apple faithful lined up at 4:30 in the morning to be among the first to get the iPad 2 at this ardmore, Pennsylvania, store, only to have this jenny-come-lately three hours later, plant herself at the front of the pack. I'm not going to have somebody yell at me. Oh, honey, you haven't even heard yelling yet! She plopped herself right here. Reporter: Stunned by the wicked interloper, Jones pulls out his trusty iPhone and begins videotaping her. She can't really think this is okay. Reporter: Actually, she thinks cutting is fine. It's filming her that brings out her dark side. Ah, dude! Get your hands off me! Well, then get in the back of the line! Reporter: Now, the crowd takes another tactic -- shaming her. It's a justice issue, right? Reporter: The next thing was the police. Then, she just quickly got in her car and drove away. It was as if society had withstood the test! Get out of the way! Reporter: Perhaps. But never underestimate the likelihood of someone upping the ante to vigilante justice. Lines can be hazardous to your health. Reporter: Take Sam Rosenwinkel for instance, whose story, which went viral on youtube and introduced hundreds of thousands of viewers worldwide to the muffin macer, will bring tears to your eyes. It did his. Popping into a Duluth, Minnesota, gas station for cigarettes, he cuts in front of this woman whose fuse was not just short. It was nonexistent. No, actually, I was here first. You wait! Reporter: She's just getting started, grabbing muffins slowly. I started commenting on how many muffins were left. Buy like 70 muffins. You're the That's still back there. Buy more muffins. You're the That's still back there. Reporter: Suddenly, the muffin lady stops buying and starts spraying mace. Told your stupid ! Now! I did get enough muffins. Reporter: You'd been maced. Yeah. It kind of blew my mind. I didn't think that she was gonna do that. Even though that she stepped way further out of line than I did, in my opinion, I don't think it's nice to cut in line. I should have asked her. Reporter: Not surprisingly, somewhere between the danger and drudgery of line waiting, a niche business has been born. Robert Samuel is one of its pioneers. What's the name of your company? Sold, inc. Same old line dudes. Reporter: For a price, Robert will wait in line for you. I need to know where you are. Reporter: In this case, the daily crush for the New York foodie craze called cronuts -- a scrumptious cross between a croissant and a donut. What's your hourly rate here on the cronut line? $60 for two. Reporter: To who? To somebody who doesn't wanna do this. Reporter: And who might that be? A sultan? A hedge fund titan? No, just a sweet lady with a sweet tooth. I don't have to get up super early. I don't have to wait in the cold. Reporter: Ironically, a week after we met Robert, we found the best way to make a line disappear -- when the city health department found mouse droppings at the bakery. Well, it's something of a crisis. Reporter: Since then it's all been cleared up and the crowds are back, but it made us think of the greatest mouse and line story of them all. How good are they? Disney is superb. Reporter: Professor Larson said to learn the secrets of stopping line rage, book yourself a ticket to Disney world. So we did. And we rendezvoused with Kathy Mangum, creative executive of Walt Disney imagineering at, where else? The dumbo ride. We want you to have so much to look at or do or entertain your kids, because kids aren't the best line waiters, right? They're a little impatient. Reporter: Walt Disney, our parent company, has reimagined what it means to wait in line. How many total? Reporter: This isn't the dumbo ride. This is the line to the ride. Where kids play until a buzzer goes off. But of course by then, the kids are buzzing and getting them back in line will require its own magic trick. Now wait, you're -- I see your thing has gone off. Yeah, and I can't get him out. Reporter: In the end, perhaps the lesson to all these line stories is to take a deep breath, relax and enjoy the ride. It might just be worth the wait.

This transcript has been automatically generated and may not be 100% accurate.

{"duration":"6:28","description":"People reimagine line-waiting, from turning it into a business to making it entertaining. ","mediaType":"default","section":"ABCNews/2020","id":"24724690","title":"Line Rage: Why People Lose It Waiting in Line","url":"/2020/video/line-rage-people-lose-waiting-line-24724690"}