A Shake Shack customer expected to buy three milkshakes and move on with his day. Instead, his self-service order turned into a viral example of just how frustrated Americans have become with tipping screens.
Per the viral TikTok video, BD Powell was ordering at a Shake Shack inside Salt Lake City International Airport when he noticed something strange. After selecting “No Tip” on the kiosk, his order suddenly became $1.50 more expensive. Powell had ordered three Classic Shakes listed at $5.99 each. His initial total appeared as $18.46 before the kiosk asked him to choose among several tipping options.
@b.d.powell♬ original sound - B.D.Powell
The payment screen offered tips of 15 percent, 18 percent, and 20 percent. Powell could also choose “No Tip,” which is exactly what he selected. That should have ended the tipping question. Instead, the kiosk immediately displayed a message telling Powell that a pricing update had affected one or more items in his cart.
Powell checked his order again and spotted the change. Each Classic Shake had increased by 50 cents, pushing the total from $18.46 to $19.96. The timing made the situation look especially suspicious. Powell had just rejected the tip request, then watched the kiosk add exactly $1.50 to his order.
The “No Tip” Screen Sparked Immediate Questions
E Online / The customer saw one price, declined the tip, received a pricing update notice, and then saw a higher price for each shake.
Many viewers naturally connected those events. Some accused Shake Shack of effectively charging customers extra for refusing to tip, while others questioned why a self-service kiosk was requesting a tip in the first place.
The reaction quickly became bigger than three milkshakes. Viewers used Powell’s experience to vent about tipping prompts that now appear in coffee shops, fast-food restaurants and other businesses where customers receive limited table service. Tipping screens have become hard to miss across the United States. Digital checkout systems can ask customers for gratuities before they receive their food, sometimes while an employee stands only a few feet away.
That setup can create pressure even when tipping remains optional. Customers may feel watched while deciding between preset percentages and the “No Tip” button, especially when the screen faces employees or other people in line.
Some commenters said the incident would make them “avoid Shake Shack.” Others focused on the airport setting, where travelers often face higher food prices before they even reach a tipping prompt.
The Salt Lake City airport restaurant is operated by HMSHost, a major concessionaire that runs food and beverage locations in airports and travel venues. That distinction became central to the company’s explanation.
Shake Shack Says Declining a Tip Did Not Raise the Price
GTN / Shake Shack spokesperson Corey Gee said neither Shake Shack nor its franchisees use a system that intentionally changes menu prices based on a customer’s tipping choice.
That response directly challenged the assumption created by Powell’s video. According to the company, the price increased after the “No Tip” selection. But the two events were not intentionally connected.
Shake Shack said the franchise operator investigated what happened at the kiosk. The investigation identified a technical problem involving the self-service ordering system rather than a hidden charge for customers who skipped gratuity.
The company said the technical issue has since been fixed. Under that explanation, Powell happened to select “No Tip” at almost the same moment the kiosk applied an unrelated pricing update to his cart.
