UAE shoppers press for more self-checkout machines as queues lengthen
UAE shoppers face long queues as many stores lack self-checkout machines; retailers plan rollouts but cite costs, infrastructure and shopper preferences.
Shoppers report extended queues at checkout
Many consumers across the UAE say long waits at traditional cashier lanes have become a regular part of shopping, especially during weekend peak hours. They report that the absence or scarcity of self-checkout machines is increasing friction at tills and adding minutes to already busy trips.
Shoppers interviewed pointed to particular difficulties for seniors and women who find standing in long queues physically taxing. Several customers also described occasions when available self-checkout machines were offline, forcing them back to staffed registers.
Limited and malfunctioning self-checkout machines frustrate customers
Shoppers noted that even where self-checkout machines are present, they are often insufficient in number or poorly maintained. Complaints included machines that freeze during payment, scanners that fail to read barcodes and a lack of on-site staff to assist with technical problems.
Consumers said these failures undermine confidence in self-service systems and reduce the perceived value of installing kiosks. They urged retailers to not only add more machines but also ensure regular maintenance and attendant support.
Retailers signal phased expansion but emphasise practical limits
Retail managers acknowledged the demand and said plans are underway to increase the number of self-checkout machines across outlets, but that expansion will be gradual. Executives stressed that rollout requires site-specific planning, installation of supporting infrastructure and staff training before units can be activated.
Some retailers also noted that a noticeable portion of customers still prefer direct cashier service, and that usability challenges for certain demographic groups mean a mixed model of staffed and self-service lanes remains necessary. For these reasons, full-scale deployment will be staged rather than immediate.
Lulu Group and Union Coop give details on deployment plans
Representatives of major UAE retailers outlined their current positions and future commitments to self-service payment options. The corporate communications director at Lulu Group said the company is prioritising the installation of self-checkout machines in new and existing outlets across the Emirates as part of an ongoing service enhancement programme.
Union Coop’s chief executive confirmed the cooperative already offers self-checkout at 17 branches and is expanding other mobile and contactless payment channels. Both organisations said they view self-checkout as an additional service meant to ease queues and provide choice to shoppers.
Operational challenges and customer habits shape adoption
Retail staff and managers described operational reasons why some branches are yet to install self-checkout machines. They cited the need for reliable point-of-sale integrations, secure payment gateways and physical space that meets regulatory and accessibility standards.
Customer habits also play a role: a number of shoppers still prefer speaking with a cashier, and some find the self-checkout interface confusing. Retailers said training and in-store guidance can reduce friction, but acknowledged that changing entrenched shopping behaviours will take time.
Experts point to cost as a major barrier to rollout
Retail analysts say high upfront costs and ongoing maintenance represent significant barriers for smaller and medium-sized outlets considering self-checkout installations. One specialist estimated that while machines have become more common globally, the total cost of deployment — including hardware, software, staff training and spares — can be substantial for individual branches.
Experts recommend that retailers plan gradual deployments, prioritise high-traffic locations and allocate budgets for regular servicing and attendant support. They argue that when machines are reliable and staff oversight is present, self-checkout can improve throughput and customer satisfaction.
Consumers and retail leaders both emphasised the need for a balanced approach that recognises the benefits of self-checkout machines while addressing operational realities. Shoppers called for a faster rollout in busier stores and better maintenance, while retailers urged patience as they upgrade infrastructure and adapt to customer preferences.
Retailers say they will continue to monitor usage patterns and adjust their strategies, aiming to reduce queue times without sacrificing service quality. As installations proceed, observers expect a gradual shift toward greater reliance on self-service payment points in UAE supermarkets and large-format stores.
