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I'm sure you know this but just in case I'll start with this: its a movie theater so they wait until the movie is over.
I've seen from time to time guests labeled as "on ride" when they are standing in the ride entrance for some time.
If its just one person and there is nobody else on the ride then the ride operations is waiting for an additional guest. I've never seen a ride with just one guest riding, i might be wrong (Slides and merry-go-rounds could probably get away with just one, for example).
Consider lowering the price and see if having another person in line fixes it
I have noticed a bug that when ride entrances are suspended with the queue line connected at a slope where the land changes below from land to water. sometimes guests fall through the footpath and drown. I tested this and it seems the guest is stuck in the entrance, but if the ride is closed or breaksdown or construction happens, the guest glitches through. could be a similar problem, try changing the terrain below the ride entrance, or check for elevated footpaths.
If there are other people then its a bug I haven't encountered before