In the heart of Waterloo, London, a vibrant board game bar named Draughts has become the focal point of a growing labor dispute as its workers take a bold stand against the implementation of QR code ordering systems. The staff, passionate about both hospitality and board games, have initiated a series of walkouts every Saturday throughout October 2025, protesting a technological shift they argue has eroded the human connection at the core of their work. The introduction of QR code ordering, a practice that surged in the hospitality industry during and post-Covid, has sparked significant unrest among employees who feel it has stripped away the social essence of their roles, diminished their earnings, and exacerbated broader workplace grievances.
The workers’ grievances center on the QR code system’s impact on their ability to engage with customers meaningfully. Draughts is not just any bar—it’s a haven for board game enthusiasts where staff take pride in curating experiences, recommending games, and teaching customers the rules. However, the shift to digital ordering has reduced their interactions to mere transactional exchanges, limited to delivering food and drinks to tables. Brune Levi-Hamza, a striking worker, articulated the frustration felt by many: “This is not just some random pub job. We are passionate about board games and hospitality, and we want to be able to recommend games and teach customers the rules. But QR codes take away all that social interaction.” For employees like Levi-Hamza, the system represents a fundamental betrayal of the hospitality ethos, transforming a role rooted in personal connection into one that feels cold and mechanical.
Beyond the loss of social engagement, the QR code system has had a direct financial impact on the workers. The technology requires customers to pay upfront via their phones, often prompting them to remove the optional service charge, which has led to a significant reduction in tips. Staff claim they raised these concerns with management before the system was implemented, warning that it would hurt their earnings, but their pleas were ignored. This financial strain has compounded existing frustrations over precarious employment conditions, including zero-hours contracts, reduced working hours, and what workers describe as unsafe working environments. The QR code issue has become a lightning rod for these broader grievances, galvanizing the workforce to take collective action.
The workers at Draughts are backed by the United Voices of the World (UVW) union, a grassroots organization known for advocating for low-paid and migrant workers in the UK. The union has framed the strike as part of a larger fight against exploitative practices in the hospitality industry. UVW General Secretary Petros Elia issued a stern warning to Draughts’ management: “Hospitality bosses think they can get away with zero-hours contracts, unsafe conditions, and cutting pay through apps, but Draughts staff are proving them wrong. If management keeps dodging negotiations, our members will only escalate.” The union’s support has emboldened the workers to demand not only the removal of QR code ordering but also fair contracts, safe workplaces, and respect for their craft.
The rise of QR code ordering in hospitality, initially embraced as a convenient solution during the Covid-19 pandemic, has sparked a broader debate about the direction of the industry. While systems like the Wetherspoons app were praised for their efficiency in minimizing contact during the height of the pandemic, both workers and customers have increasingly criticized them as impersonal and, in some cases, exploitative. Hidden charges embedded in digital transactions have further soured public perception, with some venues accused of using QR codes to obscure additional costs. In response, a growing number of pubs and bars are reevaluating their reliance on cashless systems. For instance, The Coronation, a pub in Bristol, has taken a controversial step by imposing a 20% surcharge on bar orders to incentivize customers to use digital platforms, a move that has drawn criticism for penalizing traditional ordering methods.
For the workers at Draughts, however, the strike is not just about rejecting QR codes—it’s about defending the very essence of hospitality as a career. The staff take pride in creating memorable experiences for customers, whether through recommending the perfect board game for a group of friends or ensuring that every guest leaves with a smile. “We want to feel respected as passionate workers,” Levi-Hamza emphasized. “I like making sure people are having a good time.” This sentiment underscores the workers’ desire to reclaim their roles as skilled professionals rather than interchangeable cogs in a digitized system. Their fight resonates with a broader movement within the hospitality sector, where workers are increasingly pushing back against technologies and practices that prioritize efficiency and profit over human connection and fair treatment.
The ongoing dispute at Draughts also highlights the precarious nature of employment in the hospitality industry, where zero-hours contracts remain a pervasive issue. These contracts, which offer no guaranteed hours or income, leave workers vulnerable to financial instability and make it difficult to plan their lives. Coupled with cuts to hours and concerns about workplace safety, the introduction of QR code ordering has become a tipping point for Draughts’ staff. They argue that management’s refusal to address these issues reflects a broader trend in the industry, where technological “innovations” are often implemented at the expense of workers’ well-being.
As the walkouts continue, the workers remain steadfast in their demands. They are calling for the scrapping of QR code ordering, the introduction of fair and stable contracts, and improvements to workplace safety. The UVW has warned that if management fails to engage in meaningful negotiations, the strikes could escalate further, potentially disrupting operations at Draughts during one of its busiest months. The bar, known for its lively atmosphere and extensive collection of board games, relies heavily on its staff’s expertise and enthusiasm to maintain its reputation as a unique destination. A prolonged dispute could not only impact the business but also send a powerful message to other hospitality venues about the importance of listening to workers’ concerns.
The broader implications of the Draughts strike extend beyond Waterloo. Across the UK, the hospitality industry is grappling with the balance between technological advancements and the human touch that defines great service. While QR codes and other digital tools offer undeniable convenience, they risk alienating both workers and customers who value personal interaction. Some establishments are beginning to recognize this, with a small but growing number of pubs and restaurants returning to cash-based or hybrid systems that allow for more traditional engagement. However, for many workers, the fight is about more than just technology—it’s about securing dignity, respect, and fair compensation in an industry notorious for its precarious conditions.
The Draughts workers’ strike is a microcosm of these larger tensions, reflecting a growing resistance to the dehumanization of labor in the name of efficiency. As customers flock to the bar to enjoy a night of board games and camaraderie, they may find themselves caught in the middle of a broader struggle for the soul of hospitality. For the striking workers, the walkouts are a declaration that their passion and expertise are worth fighting for. Whether management will heed their demands remains to be seen, but the resolve of the Draughts staff and their union suggests that they are prepared to hold their ground.
As the hospitality industry continues to evolve in the wake of the pandemic, the Draughts strike serves as a reminder that progress must not come at the expense of workers’ livelihoods or the human connections that make the sector special. For now, every Saturday in October, the workers of Draughts will walk out, their signs and voices a testament to their commitment to reclaiming the heart of their craft. Their fight is not just for themselves but for a future where hospitality remains a career defined by passion, skill, and mutual respect—a future where a board game bar can be a place of joy for both customers and those who make it run.
