One in 12 UK diners admit dining and dashing, survey finds
One in 12 people in the UK admit to having left a restaurant without paying for their meal – a practice known as ‘dining and dashing’ – according to new research into dining habits.
The study, carried out by Glass Atlas on behalf of card payment provider takepayments, surveyed 1,500 UK adults to understand how consumer behaviour is shaping the restaurant industry.
It found that 8% of respondents admitted to having ‘dined and dashed’ at least once, while issues around bookings, deposits, tipping and payment methods continue to influence where and how people choose to eat.
This comes after the BBC called dining and dashing a rising problem, and stressed the impact on restaurant workers. “Staff were physically sick,” said former restaurateur Neil Kimber, with trade body UKHospitality claiming a third of its surveyed members had experienced customers refusing to pay for their food.
The numbers of people dining and dashing could result in restaurants losing £13.6 billion overall, based on the estimate that £170.8 billion will be spent in UK restaurants and bars this year, according to takepayments.
The data revealed that men are more likely to leave without paying, with 9% admitting to it versus 7% of women, and the 35-44 age group is the most likely to leave without paying.
While London recorded the highest number of dine-and-dash incidents, accounting for 21% of reports, the East Midlands had the highest number of incidents when adjusted for population size.
And while 39% said they had simply forgotten to pay, 12% claimed they didn’t pay on purpose for the thrill.
Darren Larkman, field sales director at takepayments outlined steps restaurants could take to reduce unpaid bills: “Have a clear payment process so every table knows how and when to pay – at the table, the till, or via kiosk,” he said. “Table ordering systems reduce accidental non-payment while keeping things smooth. Assign sections to staff and train them to handle issues in a calm and professional manner.”
He added that sites could consider pre-payment or deposits for large groups, and use CCTV visibly as a deterrent and for evidence when needed. If CCTV is used, he said customers should be informed for transparency’s sake.
Deposits put off diners
Restaurants asking customers to pay a deposit when booking risk putting off large numbers of potential diners, the research suggested.
Two-thirds of respondents (66%) said they were discouraged from booking when a deposit was required, with 21% saying they would actively choose a different restaurant as a result. However, 44% said they would still go ahead with a booking despite their reservations.
Missed reservations also remain a key challenge for restaurants. One in eight diners said they had failed to turn up for a booking, with nearly two-thirds (60%) saying they simply forgot to cancel. A further 15% said they felt too embarrassed to contact the restaurant, while another 15% said it was “too much effort”.
Preference for human interaction
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Despite the growth of digital ordering and payment systems, the survey indicates that many diners still prefer face-to-face interaction with staff.
Half of respondents said they prefer to order directly with a staff member in sit-down restaurants, compared with 38% in fast-food settings. Self-service kiosks were far more popular in quick-service restaurants, chosen by 37% of diners, but only 6% selected this option in sit-down venues.
Ordering via QR codes was the least popular method overall, with just 15% of diners preferring it in either type of restaurant.
When it came to paying, 59% said they wanted to settle their bill directly with a member of staff in sit-down restaurants. In fast-food outlets, paying at a kiosk (34%) followed closely behind paying staff (38%). QR code payments were again the least favoured option.
Tipping and service charges
Furthermore, attitudes towards tipping varied widely. One in six diners (17%) said they never tip, while a third said they always do so to support staff. A further 37% said their decision depended on the level of service received.
Nearly three-quarters of respondents (73%) said they wanted greater clarity over how tips are shared among staff.
Service charges remain a contentious issue. More than a third (37%) strongly believe service charges should not be added automatically to bills, and 9% said they actively avoid restaurants that do so. Meanwhile, 43% said they check service charge levels before deciding where to eat, and 24% avoid restaurants where charges are unclear.
Larkman stressed that transparency is essential: “Transparency builds trust, reduces complaints, and encourages repeat visits. Clearly explain how tips are distributed – display information on menus or at tables so diners know their money supports staff fairly,” he said.
“Make service charges optional where possible to avoid deterring customers. Train staff to explain tipping policies and offer varied payment options — cash, card, QR codes, and mobile, so everyone can tip in the way that suits them.”
What can restaurants do about it?
Larkman said the findings highlight areas where restaurants can improve both customer experience and business performance. On reducing missed bookings, he advised: “That could be an easy-to-use online system, clear instructions for walk-ins, or flexible deposits. “Automated reminders and easy cancellation links help diners cancel responsibly, freeing up tables and protecting revenue. It’s about making things easier for customers while keeping businesses running smoothly.”
The research also showed that ordering and payment preferences vary by age, especially when it comes to fast food. Younger diners (18–24) are more likely to use self-service kiosks (49%) and QR codes (24%), whereas those over 55 prefer to speak with staff (52%). “Offering a mix of options is just the start,” said Larkman. “Each should be seamless and secure, with staff trained to assist those less confident with technology. This keeps queues moving, improves the experience, and builds trust to encourage return visits.”
He also warned against losing the personal element as technology increases: “Even in fast food restaurants, many still like paying a staff member — the human touch matters. But kiosks are catching up fast; they speed things up, give customers more control, and support staff during busy periods.”
He said the key is making kiosks easy to use, well-signed, and well-maintained while still having staff available for face-to-face support. “That way, every customer gets the experience they want, and businesses avoid losing sales.”
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