A Shake Shack customer’s viral video has sparked a fresh debate over tipping culture after a kiosk appeared to raise prices when “no tip” was selected.
Brian Powell, 45, said his wife noticed the unusual price change while buying three milkshakes at the Shake Shack location inside Salt Lake City International Airport. Initially skeptical, Powell returned to the kiosk with her and recreated the order while recording the process.
In the video, two milkshakes were shown at $5.99 each. After the “no tip” option was selected, the kiosk displayed a pricing update before changing the price to $6.49 per drink.
The footage quickly spread online, leaving viewers questioning whether customers were effectively being penalized for skipping a tip.
Shake Shack later said the price increase was not intentional. According to the company, the airport restaurant is operated by licensee HMSHost, which investigated and identified the issue as a kiosk technology error. The company said the problem has since been resolved.
Powell said he never expected his recording to go viral, but the incident has reignited criticism surrounding increasingly common digital tipping prompts at restaurants and self-service businesses.
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