Shake Shack Says Kiosk Glitch Raised Prices After Customer Selected ‘No Tip’
A viral video showing menu prices increasing after a customer selected “no tip” on a self-service kiosk has put Shake Shack under scrutiny, prompting the restaurant chain to acknowledge what it says was a technology error at one of its airport locations.
The controversy began after a customer recorded themselves ordering two milkshakes priced at $5.99 each from a Shake Shack kiosk. After selecting the “no tip” option during checkout, the customer noticed the price of each shake increased to $6.49 before the transaction was completed.
It is not known at this time if this glitch affected customers at Newark Airport, Philadelphia Airport, or the two New York City airports.
The video quickly spread across social media, where many viewers questioned whether customers were being charged higher prices for declining to leave a gratuity.
Shake Shack said the incident occurred at a licensed airport restaurant rather than one of its company-operated locations. According to the company, the price increase was caused by a technology error and was not intended to penalize customers who chose not to tip.
The company said the problem has since been fixed.
The incident has renewed debate over tipping prompts at self-service kiosks, which have become increasingly common at restaurants, coffee shops and airports. While customers are accustomed to tip requests appearing before payment is completed, many expressed concern that the kiosk appeared to change advertised prices based on the customer’s tipping decision.
Consumer advocates generally recommend reviewing checkout screens carefully before completing electronic purchases, particularly at self-service kiosks where taxes, airport concession fees and other charges may not appear until the final stages of an order.
Although Shake Shack attributed the issue to a software malfunction, the viral video has fueled broader conversations about pricing transparency and digital checkout systems. Many consumers said the incident reinforced concerns that electronic ordering systems can be confusing when prices change unexpectedly during the payment process.
There is no indication that the pricing issue affected other Shake Shack locations, and the company said the problem was isolated to the licensed airport restaurant where the incident occurred.
Shake Shacks Near Me
Here’s a current bullet list of New Jersey Shake Shack locations based on Shake Shack’s location listings and recent 2026 location information.
- Brick
- Bridgewater
- Cherry Hill
- Eatontown
- Freehold
- Garden State Plaza — Paramus
- Hoboken
- Jersey City — Grove Street
- Livingston
- Marlton
- Menlo Park — Edison
- Middletown
- North Brunswick
- Old Bridge
- Paramus — Route 17
- Parsippany
- Princeton — Lawrence Township
- Secaucus
- Union
- Wayne
- Newport Centre — Jersey City
- Newark Liberty International Airport
- Joyce Kilmer Service Plaza — East Brunswick
- Molly Pitcher Service Area — Cranbury
- Monmouth Travel Plaza — Wall Township
- Vince Lombardi Service Area — Ridgefield
- Walt Whitman Travel Plaza — Cherry Hill
Key Points
- A customer recorded Shake Shack kiosk prices increasing after selecting “no tip.”
- Shake Shack said the incident resulted from a technology error at a licensed airport location.
- The company said the software issue has been corrected and was not part of its pricing policy.
FAQ
Did Shake Shack intentionally charge customers more for not tipping?
Shake Shack said no. The company attributed the price increase to a technology error at a licensed airport restaurant.
How much did the prices change?
According to the viral video, two milkshakes listed at $5.99 each increased to $6.49 after the customer selected “no tip.”
Did this happen at every Shake Shack?
Shake Shack said the issue occurred at a licensed airport location and did not indicate that other restaurants were affected.
Has the problem been fixed?
Yes. Shake Shack said the technology issue has been corrected.
Should customers check kiosk prices before paying?
Consumer experts generally recommend reviewing the final checkout screen to verify pricing, taxes and fees before completing any self-service transaction.
Sources: Shake Shack statement, viral customer video, company response to media inquiries.
