Often, when observing queues it appears that customers are confused or making irrational decisions. Suchbehavior is impossible to take into account using standard disciplines applied in queueing theory. We be-lieve that customers are in fact acting rationally, making the best choice for themselves. Thus, we propose aqueueing model which incorporates consumer choice to reffiect individual tolerances (patience and willingnessto travel). We demonstrate that consumer choice has a signicant impact on the operation of a queueingsystem. In addition, we develop a method for estimating model parameters and we develop a simulation tovalidate our estimation methods.
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