Last week I wrote to you confirming our plans to temporarily stop walk-in Takeaway services across the UK and Ireland while we again review our safety procedures with third-party experts. We want to take some time to further review whether there are any additional measures we can take to help keep you and our employees safe in this channel. I am grateful to everyone for their patience in our Drive-thru lanes, and to those ordering McDelivery® through Just Eat and Uber Eats this week.
I understand it may be taking longer for you to be served, but I am determined that we continue to prioritise the safety of our people, customers and third-party couriers over speed. Offering you a great service remains incredibly important, but I’m sure you’ll understand that my priority is the safety and wellbeing of our brilliant restaurant teams.
Since opening in 1974, we’ve worked tirelessly to simplify and speed up our processes and procedures to make sure we can serve you with hot, fresh, delicious food as quickly as we can. However, given the challenges we’re now facing, we need to change this pace and operate at a speed that enables our restaurant teams to put their safety first and, in turn, ensure the safety of you and our delivery couriers.
We have heard from some of you who have been unable to access our Drive-thru lanes or McDelivery® provision in recent days, and I am sorry for any disappointment that has been caused by this temporary change to our services. This week, we will begin reviewing our safety measures for walk-in Takeaway, working with third-party experts to assess any changes we could make to enhance the additional safety measures put in place since re-opening our restaurants last year.
In the meantime, the Click & Serve programme has been rolled out at all Drive-thrus to help reduce waiting times in queues and for those customers with vehicles deemed unsuitable for the Drive-thru lane. Designated parking bays are present in all Drive-thru restaurant car parks, enabling you to park, order via the My McDonald’s app, and have your order safely delivered to your vehicle in a numbered bay. We are reviewing how we might introduce a similar provision for customers on-foot and we will begin piloting this provision in the coming weeks.
Once again, thank you for your continued patience. I know it is not the service you’re used to, but I do hope you understand the reasons why we’re taking these steps, slowing things down and reviewing our enhanced safety measures.
I will continue to write to you regularly with updates as we review, pilot and reintroduce our services. In the meantime, please do check the My McDonald’s app or our website for any changes to opening times and services, and the latest updates.
Best regards,
Paul Pomroy
Chief Executive Officer, McDonald’s UK and Ireland
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