The UK hospitality industry is the country's third-largest employer, contributing a massive £93 billion annually to the economy. However, consumer dining habits are evolving.
We surveyed 1,500 Brits to find out exactly how they prefer to book, order, and pay when eating out. From the rise of online reservations to the surprising trend of ‘dining and dashing,’ our study revealed key insights into what they expect from their dining experience.
- One in ten people have failed to show up for a restaurant booking
- 44% are put off making a reservation when a restaurant asks for card details to secure the booking
- 73% of diners want more transparency over how tips and service charges are distributed to staff
- Nearly 8% of diners in our study have left a restaurant without paying for a meal
- One in eight (12%) admitted to leaving a meal without paying because the service was too slow, and 11% left for the thrill and excitement
Keep reading to discover how your hospitality business can adapt to the latest dining trends to stay ahead of your competition.
Jump to a section
- Making a reservation
- Ordering at the table
- Paying the bill
- Dining and dashing
- Tipping and service charges
Making a reservation
Convenience is key, but deposits put some diners off
- 54% of Brits prefer booking reservations online
- 66% are put off when asked to pay a deposit
- One in nine (11%) rarely make a reservation ahead of time, and prefer to walk in
Online reservations appear to have become diners’ preferred method for booking a table in advance, with more than half of our survey respondents (54%) opting to use online booking services.
Opinions towards paying a deposit
| Answers | Answers % |
| I would be very put off and I would prefer to book elsewhere | 22% |
| It would slightly put me off, but I'd still consider booking | 44% |
| I actually prefer providing a deposit as it confirms my booking | 14% |
| It wouldn't affect my decision to book at all | 21% |
Payment deposits also appear to be a barrier for diners, with 44% stating that they’d be put off from booking, and one in five (22%) would even consider booking elsewhere because of this. To understand their motivations behind this, 8% said it’s because they didn’t want to share their financial information.
With lots of restaurant goers showing reluctance to put down a deposit for a table ahead of their meal, we also found out that one in nine (11%) rarely even make reservations in advance and are willing to just walk in. Whether it’s to do with keeping plans flexible or a hesitation to make a deposit, restaurants should still account for walk-in customers during their service, even during their busiest hours.
Security worries still put diners off sharing card details
On top of this, when asked if they’d be less likely to make a reservation if they had to provide their card details, even without actually paying a deposit, 57% said yes. This highlights just how cautious diners are around giving away their payment details.
Our previous research into how consumers like to pay highlighted how security is a major concern for online payments, which could also affect dining habits. The Information Commissioner’s Office found that 52% of people feel cautious about the privacy of their personal information, which could be why diners are cautious about entering their payment details. For businesses, they’ll need to strike a balance between securing bookings and maintaining customer goodwill.
Why diners fail to cancel, and what it means for restaurants
- 12% of people admit to failing to show up for a reservation
- Nearly 1 in 6 (15%) said it’s too much effort to contact the restaurant directly when cancelling a booking
- London has the highest rate of no-shows, with almost 1 in 5 admitting to missing a booking
- Women (68%) are more likely than men (49%) to forget to cancel a reservation
- 29% of younger diners (18–24) are more likely to skip a cancellation because they feel embarrassed or guilty
No-shows and cancellations are big challenges for restaurants.
Reason for no show
| Reason | % |
| I forgot to cancel | 60% |
| It was too much effort to contact the restaurant | 15% |
| I was too embarrassed/ felt too guilty to contact the restaurant | 15% |
| I knew I wouldn't be charged for a no-show | 7% |
| I didn't know how best to contact the restaurant | 3% |
While most diners book online, a significant proportion still struggle or hesitate when it comes to cancelling: either because they forgot (60%), it’s too much effort (15%), or because they feel guilty or embarrassed to (15%).
When looking at the areas most guilty of this, London emerges as a hotspot for no-shows, with nearly 1 in 5 diners failing to turn up, followed by the East of England (14%).
Gender and age also play a role: women are slightly more likely to forget to cancel (68% vs 49% for men), and younger diners often avoid cancelling out of embarrassment (25%).
So, what does this all mean for hospitality businesses? Here’s what Darren Larkman, Field Sales Director at takepayments (now a Global Payments company), thinks:
“Restaurants can make the booking process much easier by keeping it quick and simple. That could be an easy-to-use online system, clear instructions for walk-ins, or flexible deposit options. Automated email reminders and easy cancellation links also help diners cancel responsibly, freeing up tables and protecting revenue. It’s all about making it easier for customers while keeping business running smoothly.”
Ordering at the table
In-person ordering still leads at sit-down restaurants
- Half (50%) of diners prefer ordering directly with a member of staff
- A quarter (24%) say the type of restaurant significantly influences their preference
- Younger people are the most likely to use QR codes to order their meal, with 25% of 18-24-year-olds choosing it as their preferred method compared to only 5% of the 55+ age group
How do you prefer to order food when you're at a sit-down restaurant?
| I prefer to order via a QR code on my phone | 15% |
| I prefer to order directly with a member of staff | 50% |
| I prefer to order at a self-service kiosk | 6% |
| It depends on the type of restaurant (e.g., casual vs fine dining) | 24% |
| I don't have a strong preference | 6% |
Even with all the digital options available, half of diners (50%) prefer ordering directly with a staff member, over QR code or using a self-service kiosk in a sit-down restaurant. Diners might like being able to ask questions, get recommendations, or check dietary requirements. This interaction adds to the overall experience and builds trust that an app or kiosk can’t always match.
However, preferences vary based on the type of restaurant; nearly a quarter (24%) of diners say the restaurant type influences their choice.
Demographic factors also play a role. Men are slightly more likely to prefer using a self-service kiosk (6% vs 5%); women are slightly more inclined to use a QR code to order (16% vs 13%).
The 18–24 age group is the most likely to choose a self-service kiosk. Older diners, meanwhile, are much more comfortable sticking with staff-led ordering.
Quick-service restaurants should keep it fast but friendly
- Most people still prefer to order directly with staff (38%)
- 38% of diners prefer ordering from a self-service kiosk
- Preference for self-service kiosks declines with age, while older diners increasingly prefer staff-led ordering
- Younger generations (18–24) prefer using QR codes over ordering from staff in a fast food restaurant
How do you prefer to order food when you're at a quick-service restaurant?
| I prefer to order via a QR code on my phone | 15% |
| I prefer to order directly with a member of staff at a till | 38% |
| I prefer to order at a self-service kiosk | 37% |
| I don't have a strong preference | 10% |
While just over a third (37%) prefer using a self-service kiosk, most still prefer ordering with a member of staff (38%).
Age is a clear factor: younger diners between ages 18-24 are more comfortable with kiosks (49%) and QR codes (24%), perhaps enjoying the speed and control. On the other hand, older diners, particularly those over 55, favour speaking to staff (52%). This shows that even in fast-paced settings, human interaction remains important.
Fast-paced food establishments offering a combination of options — kiosks, QR codes, and traditional staff service — can cater to everyone, keeping queues moving while ensuring that all customers feel comfortable and looked after.
Darren, says:
“Offering a mix of ordering options is just the start — restaurants should focus on making each option seamless and secure. QR codes and kiosks should be simple to use, clearly signposted, and regularly maintained, while staff should be trained to assist diners who aren’t familiar with the technology. This approach keeps queues moving, enhances the overall experience, and builds trust, encouraging diners to return.
If customers are ordering and paying upfront using a QR code system, it’s important to keep it safe. Make sure the systems you use are secure and encrypted so diners can order with confidence, knowing their information is protected. Don’t be afraid to let them know either, to help build that all-important trust."
Paying the bill
At the table, human interaction still matters most
- 59% of diners prefer paying directly to a member of staff
- 25–34s lead the way in making payments via QR code
- Over 55s are most likely to want to pay a member of staff
How do you prefer to pay at a sit-down restaurant?
| I prefer paying through a QR code on my phone | 14% |
| I prefer paying directly to a member of staff | 59% |
| It depends on the type of restaurant (e.g., casual vs fine dining) | 19% |
| I don't have a strong preference | 8% |
Just like when placing their order, customers still prefer paying a member of staff directly (59%). This shows how personal interaction remains crucial in the overall dining experience, whether it’s to place an order, ask a quick question, or simply enjoy a small moment of human contact.
The type of restaurant can influence payment choice for nearly one in five diners (19%). Casual settings often encourage QR or self-service options, while fine dining tends to favour traditional face-to-face payments.
How do you prefer to pay in a fast food restaurant?
| Age group | No strong preference | Pay directly to staff | Pay via QR code | Depends on restaurant type |
| 18–24 | 8% | 59% | 18% | 15% |
| 25–34 | 5% | 46% | 27% | 22% |
| 35–44 | 7% | 59% | 17% | 17% |
Women are slightly more open to using QR codes to pay than men (17% vs 12%), with 25–34-year-olds leading the way across all age groups for making payments through QR codes. As expected, older diners, particularly those over 55, are the most likely to want to pay directly with a staff member.
Speed is important in fast-food settings, but face-to-face still wins at the till
- 38% prefer paying directly to a member of staff at the till
- 34% prefer paying at a self-service kiosk
- 25–34s are the main users of self-service kiosks
| I prefer paying through a QR code on my phone | 16% |
| I prefer paying directly to a member of staff at a till | 38% |
| I prefer paying at a self-service kiosk | 34% |
| I don't have a strong preference | 11% |
Even in fast-food environments, diners still crave personal interaction when paying, and 38% would prefer to hand over their cash directly to a member of staff. However, kiosks aren’t far behind (34%), and QR codes came in after (16%).
This isn’t overly surprising, given the 43% increase in the number of restaurant self-service kiosks installed over the last few years. Consumers, whether paying for clothing in a retail store, groceries at a supermarket, or a meal in a restaurant, want speed, convenience, and control — and kiosks deliver on all three. It’s one of the main reasons why contactless payments have fast become the nation’s favourite way to pay.
Younger diners are more likely to embrace tech in fast food restaurants
| Age group | I don't have a strong preference | I prefer paying at a self-service kiosk | I prefer paying directly to a member of staff at a till | Go through a QR code |
| 18–24 | 13% | 40% | 23% | 25% |
| 25–34 | 7% | 45% | 26% | 23% |
| 35–44 | 9% | 40% | 29% | 22% |
| 45–54 | 11% | 36% | 36% | 17% |
| 55+ | 15% | 24% | 53% | 8% |
Younger diners (18–24) are the main users of QR code payments (25%). Interestingly, while most in this age group preferred paying in person at sit-down restaurants, they now favour kiosks at fast-food outlets.
Over 55s are most likely to stick with in-person payments (53%), while 25–34s lead the way with paying via kiosk (45%).
This shows that face-to-face interaction remains an essential part of the dining experience, no matter how fast-paced the environment. They combine reassurance, trust, and the simple human touch that technology can’t fully replicate.
We can see this in the retail space too: when the tech-only concept of till-free shopping couldn’t fully replace human interaction, the UK branches of Amazon Fresh announced they would close.
Darren, says:
"Even in fast-food restaurants, diners still like paying a staff member — the human touch is important. But self-service kiosks are catching up fast; they’re great for speeding things up, giving customers more control, and helping out when staff are stretched.
The key is to make kiosks easy to use, clearly signed, and well-maintained, but still have staff on hand to help anyone who prefers face-to-face service. That way, every customer gets the experience they want, and your business won’t miss out on sales."
Dining and dashing
1 in 12 admit to leaving without paying
- Nearly 8% of diners have admitted to leaving a restaurant without paying
- Men are more likely to dine and dash, with 9% admitting to it compared to 7% of women
- The 35–44 age group is the most common to leave without paying
- London recorded the highest number of dine-and-dash incidents, accounting for 21% of all reports
- However, the East Midlands has the highest number of dine-and-dash incidents when adjusted for population size
We found that dining and dashing could be a growing concern for UK restaurants. Nearly 8% of diners admitted to leaving a restaurant without paying the bill.
While some instances are accidental — such as forgetting to pay (39%) or needing to leave in a hurry and service being too slow (13%) — others are deliberate acts of theft.
The 35–44 age group leads in both accidental and intentional dine-and-dash incidents. Interestingly, younger diners, like those aged 18–24, are less likely to dine and dash by accident, potentially suggesting a higher comfort level with payment technology and a greater awareness of the consequences of such actions.
Regionally, London recorded the highest number of dine-and-dash incidents, accounting for 21% of all reports. However, when comparing incidents against population size, the East Midlands comes out on top, with the highest number of reported cases per 100,000 people.
Men are slightly more likely to dine and dash, with 9% admitting to it compared to 7% of women.
Darren, says:
"Dine-and-dash incidents can be costly for restaurants, but there are practical steps you can take to try to reduce the risk and protect your staff and revenue. Here are some things to think about:
- Have a clear payment process – Ensure every table knows how and when to pay, whether it’s at the table, at the till, or via a kiosk.
- Assign sections to specific staff members – Giving staff responsibility for a certain area can increase accountability and make it easier to spot unpaid meals or waiting customers quickly.
- Train all team members thoroughly – Make sure staff know how to handle late or missing payments, and how to approach the situation calmly and professionally. This is even more crucial in peak or high-traffic periods.
- Use technology where it helps – Table ordering systems where customers pay for their food upfront can reduce accidental non-payment, while still keeping the customer experience smooth.
- Encourage pre-payment or deposits for large groups – For bookings where the consequences of non-payment are much greater, like large parties, asking for a deposit or pre-payment can protect the restaurant while still being fair to customers.
- Use CCTV strategically – Visible cameras can act as a deterrent against deliberate non-payment and provide evidence if an incident occurs. If you do use CCTV on your premises, you must let customers know they’re being recorded to maintain transparency.
By combining good processes, staff training, and smart use of technology, restaurants can minimise accidental or deliberate dine-and-dash incidents while keeping customers happy and service running smoothly."
Tipping and service charges
How and why Brits tip
What best describes your attitude towards tipping in a restaurant (if service charge isn't included)?
| I always tip because I feel obligated to | 11% |
| I always tip - it's important to support restaurant staff | 33% |
| I never tip - I can't afford it | 7% |
| I never tip - an extra cost isn't required if I've already paid for the service |
7% |
| I never tip - I assume my bill already includes a service charge & don't want to tip twice | 3% |
| I only tip if I'm impressed with the level of service | 38% |
| None of the above | 2% |
- Over 1 in 6 diners (17%) never tip
- Nearly half (44%) always tip, regardless of service
- Around 4 in 10 (37%) only tip when impressed by the service
- A third of diners (33%) tip to show support for the staff
- 1 in 10 tip purely out of obligation
While nearly half of UK diners (44%) always tip, others are more selective. Over a third (37%) only tip when they’re impressed by the service, while another third do so because they think it’s important to support staff (33%).
The younger 18–24 age group are the most likely to tip based on good service, whereas those over 55 were the biggest age cohort to always tip to support staff.
1 in 10 (11%) tip out of obligation, and 17% never tip at all, highlighting that service quality plays a big role in whether a tip is given. This has increased since our last Tipping Index study.
How tipping habits are changing
When compared to the previous tipping attitudes findings, habits appear to have shifted significantly over the past few years. Previously, only 7% said they never tip — a figure that’s more than doubled in our current survey (17%). At the same time, the share of diners who said they always tip has risen from 36% to 44%, suggesting a growing number of people now see tipping as a standard part of dining out.
Perhaps most interestingly, the number of diners who said they can’t afford to tip has dropped sharply, from 30% to just 7% this year, while those who only tip if impressed by the service fell from 60% to 37%.
This shift suggests that tipping may be becoming less about service quality and more about social norms or loyalty towards staff. It may also reflect the growing preference of using card and contactless to pay, which make it easier to leave a tip without cash.
Attitudes towards tipping and service charges
- 73% want to know exactly where their tips go, and that they are fairly distributed among staff
- 37% feel strongly that automatically added service charges should be optional
- Almost 1 in 10 avoid restaurants that automatically add service charges
While they’re often used interchangeably, a tip and a service charge are two different things, and transparency is key when it comes to service charges: 73% of diners want reassurance that tips are being distributed fairly.
On the other end of the scale, automatically adding a service charge can put off some diners — 37% feel strongly it should be optional, and nearly 1 in 10 actively avoid restaurants that do this (9%).
43% of diners review the amount of service charge a restaurant imposes before deciding whether to eat there, and 24% avoid establishments where the charge isn’t clear.
This shows that restaurants that communicate clearly about tips and service charges are more likely to retain customers and encourage repeat visits. One in two diners (50%) revealed that they think a 10% service charge is a fair amount.
Darren, says:
“Transparency around tipping and service charges can help hospitality businesses build trust with diners. Here are a few practical steps restaurant owners can take:
- Clearly explain how tips are distributed – Customers want honesty and to know that restaurants look after their staff; display information on menus or at the table so diners know their money is going to staff fairly.
- Make service charges optional where possible – Automatically adding a service charge can put some diners off. Giving them the choice can prevent them from avoiding your restaurant.
- Train staff to communicate tips policies – Friendly staff who can answer questions about service charges help reassure diners and reduce confusion.
- Accept a variety of tip payment methods – Diners increasingly expect flexibility. Offer different payment options for tips by cash, card, QR code, or mobile payment. This ensures everyone can leave a tip comfortably in a way that best suits them.
Being open and transparent about tips and service charges can help build customer loyalty, reduce complaints, and encourage repeat visits."
Methodology
To better understand how Brits dine out, book tables, and pay for their meals, takepayments conducted a nationwide survey of 1,500 UK adults aged 18 and over in September 2025. The survey aimed to explore behaviours around making reservations, ordering, paying, tipping, and incidents of dining and dashing.
Responses were anonymised and analysed to identify trends across different demographics, including age, gender, and region.
The study was conducted using the survey platform Pollfish.
Discover more insights from takepayments
Discover more of our original research on consumer spending and payment trends in our latest reports: