StubHub has been instructed to reimburse numerous customers for failing to disclose mandatory fees upfront in the ticket prices.
The ticket resale platform was found to engage in drip pricing, a practice where additional fees are added later in the sales process, resulting in a higher final price than initially shown. This practice is prohibited in the UK, mandating companies to display the total price before checkout. StubHub has been directed to refund over £590,000 to more than 50,000 fans and has also been fined nearly £900,000 by the Competition and Markets Authority (CMA).
Following a CMA investigation, it was revealed that StubHub did not include certain obligatory costs like delivery and service fees between April 6 and December 7, 2025. These fees were unexpectedly introduced at the end of the checkout process, not disclosed in the initial price.
The CMA stated that StubHub has taken corrective measures to eliminate drip pricing and settled the case early, resulting in a 40% reduction in the fine imposed.
Emma Cochrane, Executive Director of Consumer Protection at the CMA, emphasized that imposing hidden fees on customers is unlawful and unfair. The CMA’s action aims to ensure transparency in pricing to prevent consumers from being misled by seemingly attractive deals that turn out to include undisclosed charges.
Individual refunds will vary based on the amount paid in fees, with an average reimbursement of around £10 per transaction. Customers eligible for refunds will be contacted by StubHub and refunded automatically.
StubHub affirmed its support for the CMA’s consumer protection efforts and cooperation with the investigation. The company attributed the fee discrepancy to a platform error, promptly corrected, with affected customers set to receive automatic refunds.
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