Based on what's described, this actually sounds good for when things go real bad. Would you rather stand in line for hours or take a QR code and go hang out somewhere?

Also, I think we're seeing a desire to centralize customer service... which also makes sense when you're trying to standardize the experience. Say what you want about the experience that is had... I'm sure we can all dig "horror stories" out of our back pockets.

Now, what the OP describes doesn't sound awesome and seems to defy common sense. Makes me wonder about the user experience. For example, was there a sign that said you needed to scan in and you just decided to go to the line?