StubHub has been instructed to reimburse numerous customers for not including necessary fees in the initial ticket prices.
The ticket resale platform was discovered utilizing drip pricing, a method where the final checkout price surpasses the originally displayed cost due to additional unavoidable fees added later in the purchasing process.
This practice is prohibited in the UK, mandating companies to exhibit the total price before finalizing the transaction. Consequently, StubHub has been directed to issue refunds exceeding £590,000 to over 50,000 fans.
Moreover, the Competition and Markets Authority (CMA) has imposed a fine of nearly £900,000 on StubHub. Following a CMA investigation, it was revealed that StubHub neglected to incorporate certain essential charges such as delivery and service fees between April 6 and December 7, 2025.
These unavoidable fees were only disclosed in the concluding stages of the checkout process, not at the outset with the total price. The CMA confirmed that StubHub took corrective actions to cease the drip pricing and settled the case prematurely, resulting in a 40% reduction to its penalty.
Emma Cochrane, Executive Director of Consumer Protection at the CMA, emphasized that imposing hidden fees on customers is unlawful and deceptive. The CMA’s enforcement ensures that thousands of fans will be reimbursed for unfairly charged hidden fees.
Individual refunds will vary depending on the amount paid in fees, with an average refund estimated at around £10 per transaction. StubHub will contact eligible individuals for refunds automatically.
In response, StubHub expressed support for the CMA’s consumer protection efforts and acknowledged an isolated platform error that led to the delay in fee disclosure during the purchasing process. The issue has been rectified, and affected customers will receive automatic refunds.
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