A Utah man, Brian Powell, was surprised by a price increase for shakes at a Shake Shack kiosk after his wife declined to leave a tip. This incident occurred at the Salt Lake City airport while Powell and his wife were waiting for a flight.
Powell’s wife initially noticed the issue, and Powell was skeptical about her claim. He decided to verify it by recreating the order with his wife while recording the process on his phone. He found that after selecting ‘no tip,’ the price of two shakes increased by 50 cents each.
Shake Shack responded to the situation, stating that the price change resulted from a technology error. They clarified that charging more for declining a tip is not the company’s policy. The company spokesperson mentioned, “It is not Shake Shack policy, nor that of our licensees, to increase the price of menu items when no tip is added.” The location is owned by HMSHost, a Shake Shack licensee. HMSHost investigated and identified a technology error that has since been resolved.
Powell recorded and shared the video of the incident, capturing significant attention on social media while waiting for a delayed flight. He expressed his surprise at the video’s viral nature and the overwhelming number of comments.
This event highlights frustrations many Americans have with tipping prompts at self-service businesses. Powell remarked, “I think my own personal opinion is maybe tipping culture’s a little bit out of hand, based on this experience.” He is considering revisiting the kiosk upon his return to Salt Lake City to confirm whether the issue persists.
Peter Burke, a lifestyle editor at Fox News Digital, emphasizes topics like food and drink in his coverage.
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