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Non-Tippers Face Surprise Surcharge at Shake Shack
11 Aug
Summary
- A customer's viral video showed a 50-cent surcharge for non-tippers.
- Shake Shack stated the surcharge was not a company policy.
- An error in kiosk technology at an airport location was blamed.
A customer's claim that non-tippers face a surcharge at Shake Shack recently gained significant attention online after being posted on TikTok.
B.D. Powell shared a video from a Salt Lake City International Airport kiosk, suggesting a price increase for items when a tip option was declined. He observed a 50-cent surcharge applied to his order of three shakes.
Shake Shack responded by stating that adding surcharges for non-tipping customers is not their policy. They indicated that the incident occurred at an airport location managed by their licensee, HMSHost.
According to Shake Shack, HMSHost investigated the matter and determined the surcharge was due to an error in the kiosk's technology, unrelated to tipping preferences. The company assured that the issue has been resolved and that they are working with their licensed partners to ensure a positive customer experience.
