StubHub UK, one of the country's prominent online marketplaces for event tickets, has been penalised by the Competition and Markets Authority (CMA) for failing to show customers the full ticket price upfront. The company has been ordered to refund more than £590,000 to over 50,000 customers and pay a substantial fine of close to £900,000 for what is known as 'drip pricing'.
The CMA's investigation found that StubHub UK, trading as TICKETBIS S.L., routinely added mandatory costs such as delivery and service fees at the final stage of the checkout process, rather than including them in the initial price displayed. This practice, which occurred between April and December 2025, contravenes consumer law designed to ensure price transparency and prevent consumers from being misled into purchases they might not have made had they known the true cost from the outset.
For the average UK household, this ruling underscores the importance of clear pricing, especially when discretionary spending on entertainment and leisure is often carefully budgeted. While the average refund per transaction is approximately £10, this money back is a welcome relief for those who were overcharged. In a period of elevated living costs, every saving, no matter how small, can contribute to managing household finances. Energy bills, for instance, remain a concern, with the average dual-fuel bill for a typical household predicted to rise again in October 2024 to around £1,923 annually, according to Cornwall Insight figures, while food prices have seen significant increases, putting pressure on weekly budgets.
StubHub UK has admitted breaking the law and cooperated with the CMA, leading to a 40% reduction in its financial penalty. Customers affected by these hidden fees do not need to take any action; StubHub UK will contact them directly, and refunds will be automatically processed to the original payment card. This proactive approach by the CMA aims to ensure that consumers are not left out of pocket due to deceptive pricing tactics.
This enforcement action is part of the CMA's broader initiative to tackle unlawful online pricing practices, which has seen the regulator secure over £1.95 million in refunds for customers and levy fines exceeding £5.7 million under its new consumer enforcement powers. Emma Cochrane, Executive Director of Consumer Protection at the CMA, reiterated the message that businesses must be transparent with costs or face regulatory action. For consumers seeking advice on managing finances or understanding their rights, organisations like Citizens Advice and MoneySavingExpert offer valuable resources and guidance.
The banning of 'drip pricing' last year under the Digital Markets, Competition and Consumers Act 2024 has empowered the CMA to take stronger action against businesses that fail to provide clear, upfront pricing. This move aims to foster a fairer online marketplace where consumers can make informed decisions without encountering unexpected charges at the point of purchase.