You really need to hire a new UI/UX designer to make something functional of the queue. Its obvious that the queue problem isn't going away, and people get irritated most when they see 3+ hour waits, and end up waiting 5+ hours. This is very poor design. The queue system should auto-update, and give you an estimated time at all times. It should be clear what your spot in the queue is. Making a user guess at any point is always a poor idea, especially when they are waiting for something they are paying a premium for.
