StubHub World Cup ticket cancellations prompt consumer advice
8 reported
A growing number of World Cup fans who purchased tickets on StubHub have been notified days or hours before matches that their tickets did not exist, according to a report from The Guardian. Horror stories of stranded families, ruined trips, and thousands of dollars lost are appearing on social media and local news. Consumer advocates estimate thousands of fans may have been affected. StubHub said many issues stem from a faulty new ticketing app introduced by Fifa just before the tournament, which has experienced significant performance issues affecting ticket transfers across all resale platforms. Fifa stated that its official ticket sales channel can guarantee the validity and delivery of tickets purchased through its platforms. The Guardian spoke to consumer advocates, lawyers, company representatives, and analysts about what affected ticket holders can do to get money back or attend matches.
What’s reported
Fans who bought World Cup tickets on StubHub were notified with days or hours to spare that their tickets did not exist.
Brian Hess, executive director of the Sports Fans Coalition, said the system is "deeply broken and flawed at all levels."
Attorney Bradford Clements has more than 150 clients who say they were ripped off or misled by StubHub and are owed $2.4m.
A StubHub spokesperson said fans should contact the company directly and ask for World Cup specialist support.
StubHub attributed many issues to Fifa's new ticketing app, which it said has experienced significant performance issues.
Fifa said its official ticket sales channel is the only way to guarantee ticket validity and delivery.
Consumer advocates suggest demanding replacement tickets, disputing charges on credit cards, filing complaints with the FTC and state attorneys general, and pursuing arbitration.
The Ticket Act, which bans speculative ticketing, passed the House last year but was sidelined when a spending bill narrowed.
Key figures
Brian Hess, executive director of the Sports Fans Coalition
Bradford Clements, attorney and former Texas state prosecutor
Chris Elliott, founder of consumer advocate Elliott Advocacy
Emily Peterson-Cassin, director of competition and market fairness at the Consumer Federation of America
Sources: The Guardian
