Shake Shack is facing criticism after a viral TikTok video appeared to show a customer’s order becoming more expensive after he selected “no tip” at a self-service kiosk. Creator B.D. Powell tested the claim at the chain’s Salt Lake City International Airport location, ordering vanilla, strawberry, and cookies-and-cream shakes. Each initially appeared to cost $5.99, before the kiosk presented tipping options of 15%, 18%, and 20%.

After Powell declined to leave a gratuity, the kiosk displayed a notification stating that prices had changed for one or more items. The updated order listed each shake at $6.49, an increase of 50 cents per drink. Powell shared the footage online, where it attracted millions of views and sparked widespread debate about tipping culture and whether customers should face higher prices for refusing to tip.

Many viewers expressed outrage, arguing that customers should not be penalized for declining to leave a gratuity. Others, however, questioned whether the video proved a direct connection between the no-tip selection and the price increase. Some suggested that a separate airport surcharge or time-based pricing adjustment might have taken effect while the order was being placed. The footage alone did not establish the cause of the change.

Shake Shack responded to the controversy, stating in the TikTok comments that the pricing behavior shown was not part of its policy. The company said it was investigating the matter with HMSHost, which operates the airport location and its kiosk system. The incident has reignited discussion about self-service tipping prompts and growing customer frustration over gratuity requests. However, there is currently no confirmed evidence that Shake Shack intentionally charges customers more for selecting “no tip.”