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Viral video ignites Shake Shack pricing debate
USA Today • • business
Key Points:
- A TikTok video by B.D. Powell went viral after he claimed Shake Shack added a 50-cent surcharge to each item for customers who did not tip at a Salt Lake City International Airport kiosk.
- The couple tested the theory by ordering shakes and choosing the no-tip option, which triggered a "pricing update" message and increased the subtotal by 50 cents per item.
- Shake Shack responded, stating that adding surcharges for non-tippers is not company policy and the issue occurred at a licensed airport location operated by HMSHost.
- HMSHost investigated and attributed the pricing error to kiosk technology unrelated to tipping, confirming the problem has been resolved.
- Shake Shack emphasized ongoing efforts to ensure customers are treated fairly across all licensed locations.
