When McDonald’s rolled out self-service kiosks, it wasn’t just to speed up queues. It was a carefully tested shift that led to higher spending, better customer experience, and lower staff costs.
So what does that have to do with tours and attractions?
A lot, actually.
Because the same psychology that convinces someone to add fries or upsize their Coke… can be used to upsell a guided tour, priority entry, or a skip-the-line pass.
Let’s break it down.
1. People spend more when they’re in control
McDonald’s discovered that customers spend 15–20% more at kiosks. Why?
There’s no pressure. No queue behind you. No staff waiting while you um and ah.
The experience feels calmer and more personal. That small shift makes people more open to adding extras—whether it’s dessert or, in your case, a souvenir photo or an upgrade to VIP seating.
2. It’s not just a screen—it’s visual psychology
Kiosks don’t just show options—they present them.
Melting cheese, crispy fries, frosty drinks. These visuals activate cravings and make “Yes” the easy choice.
Tour operators can do the same. Think:
- Crystal-clear images of your best add-ons
- Prominent buttons for “Add ticket” or “Upgrade now”
- Timed suggestions that appear at the perfect moment
3. More options = bigger baskets
Kiosks make it easy to customise.
Want bacon instead of cheese? Done.
Apply that to tourism and it’s:
- Add an audio guide
- Include transport
- Switch to a longer tour
When customers are given flexible options, they explore—and every choice they add builds a bigger total.
4. You get data with every tap
Kiosks don’t forget to upsell.
They don’t get tired or skip the script. They collect clean, consistent data with every booking.
That means you learn:
- What extras people choose
- Which products convert best
- What time of day needs fewer staff on-site
5. You free up your team to focus on experience
The less your staff have to worry about processing bookings or managing queues, the more they can do what really matters: welcome guests, answer questions, and add personality to the day.
McDonald’s did this to tackle labour shortages, rising costs, and the need for faster service. Sound familiar?
But what happens when something goes wrong?
Even the best kiosk experience isn’t perfect every time. Paper runs out, a customer selects the wrong ticket, or someone wants a refund, and no one’s around to help.
That’s why we’ve added a new admin section to our self-service devices. It gives your on-site staff a secure way to:
- Reprint tickets on the spot
- Issue one-click refunds without logging into the back office
- Track activity through an audit trail for accountability
This gives you the best of both worlds. Self-service when things go smoothly. Staff empowerment when things don’t.
Bring this thinking to your tours
At Palisis, we’ve helped operators from ferries to walking tours use self-service kiosks to sell more, simplify operations, and improve the customer journey.
Download our POS Systems for tour operators guide and let’s chat. We’ll show you how the kiosk can become your most consistent—and highest-performing—salesperson.