Utah Man’s Viral Video Exposes Shake Shack Pricing Error

Brian Powell, a 45-year-old from Utah, gained attention after a video showing unexpected price increases at a Shake Shack kiosk went viral. Powell and his wife experienced the issue at the Salt Lake City airport. They noticed a price hike after choosing not to leave a tip.

According to Powell, his wife returned after purchasing three milkshakes, pointing out that the prices increased after she selected ‘no tip’. Initially skeptical, Powell decided to investigate. He recreated the order at the kiosk and recorded the incident, confirming the same price increase.

The video captured two of the milkshakes initially priced at $5.99 each. After selecting ‘no tip’, the kiosk indicated a price update, raising the cost to $6.49 per shake. This amounted to a 50-cent increase per drink.

Shake Shack responded to the incident, asserting that the pricing change was due to a technological glitch. They clarified that it is not their policy to alter prices based on tipping decisions. The airport Shake Shack is operated by HMSHost, a licensee of Shake Shack. HMSHost investigated and addressed the technology error.

Despite his suspicions, Powell admitted uncertainty about whether the issue was intentional or an accident. Familiar with the location, the price changes seemed suspicious to him. Powell had tipped there before and found the sudden charge when declining a tip odd.

Powell’s video quickly gained traction online, far exceeding his expectations. He posted the video while waiting for a delayed flight, later observing its rapid spread. The commentary on Powell’s video highlights widespread discontent with tipping prompts in self-service settings.

Powell expressed his views on tipping culture, feeling it might be overextended based on his experience. He indicated plans to revisit the kiosk on his next trip to check if the error had been resolved.

Peter Burke, a lifestyle editor at Fox News Digital, covers various lifestyle topics with a focus on food and drink.