Texas Attorney-General launches investigation into StubHub amid World Cup complaints
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StubHub’s promises to deliver new tickets at no extra cost through its “FanProtect Guarantee” went unfulfilled, some buyers told Reuters.
PHOTO: REUTERS
- The Texas Attorney-General has launched an investigation into StubHub following numerous complaints about undelivered World Cup tickets bought on the resale platform.
- StubHub claims ticket delivery issues stem from FIFA's system but FIFA denies this; StubHub promises to resolve problems under its FanProtect Guarantee.
- Fans have initiated a proposed class action against StubHub, and the Attorney-General urges affected Texas residents to file complaints for consumer protection.
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NEW YORK – The Texas Attorney-General announced an investigation into StubHub on July 3, amid dozens of complaints that World Cup tickets purchased on the resale platform were never delivered.
Reuters in June spoke to World Cup fans who purchased tickets through the US resale platform months in advance, only to learn hours before their matches that the tickets could not be delivered.
In addition, StubHub’s promises to deliver new tickets at no extra cost through its “FanProtect Guarantee” went unfulfilled, some buyers told Reuters.
StubHub would not comment on the investigation but a spokesperson said in a statement that it was “working tirelessly to resolve ticket transfer issues and get every fan into their match”.
“Even a single bad experience is deeply disappointing for fans and for us. That’s why, in the rare instance that problems arise, our FanProtect Guarantee provides replacement tickets or a full refund,” the statement added.
StubHub has said that the problems were largely driven by issues with FIFA’s ticketing infrastructure. The global football governing body has denied that claim, saying that its system has functioned reliably.
The issue has led to an official investigation, with likely consequences for StubHub.
“My office is investigating reports that StubHub is failing to deliver tickets that Texas fans have rightfully purchased,” Attorney-General Ken Paxton said in a statement.
“In many cases, attending a World Cup match is a once-in-a-lifetime experience. If StubHub is ghost ticketing Texans out of that experience, my office will use every tool available to hold them accountable and help fans who have been wronged.”
Two cities in Texas – Dallas and Houston – are among the hosts for the tournament, which spans Canada, Mexico and the United States.
The Texas Attorney-General’s office also encouraged residents who purchased World Cup tickets through StubHub and did not receive them to file a complaint with the Office of the Attorney-General’s consumer protection division.
Fans had introduced a proposed class action earlier this week against StubHub over issues related to their tickets for World Cup games. REUTERS