Thousands of football fans have been left reeling after discovering their World Cup tickets through StubHub were non-existent – sometimes just hours before a match. Consumer advocates warn that this is not an isolated incident, but rather a symptom of deeper problems within the ticket resale market.
Brian Hess, Executive Director of the Sports Fans Coalition, says the system is 'deeply broken and flawed at all levels', while Bradford Clements, an attorney representing clients who claim to have been misled or ripped off by StubHub, echoes his sentiment. The issue is so widespread that consumer advocates believe thousands of fans may be affected.
StubHub attributes many of the World Cup-specific problems to a new ticketing app introduced by FIFA shortly before the tournament, claiming it has experienced 'significant performance issues' affecting ticket transfers across all resale platforms – which the company says are beyond its control. In contrast, FIFA maintains that its official platform, Fifa.com/tickets, guarantees the validity and delivery of tickets purchased through its channels.
For those impacted, consumer advocates offer practical advice. Fans determined to attend a match are urged to be 'persistent with customer service' and demand a replacement ticket. If standard customer service proves ineffective, escalating the complaint in writing to a manager is recommended.
Fans should also understand StubHub's 'FanProtect guarantee', which promises tickets 'the same as or comparable to those you ordered'. However, 'comparable' often refers to the original price, not the seat location – so a last-minute replacement ticket could result in significantly worse seats. Those no longer wishing to attend can dispute the charge with their credit card provider.
Both formal and informal complaints, including social media pressure and filings with local consumer regulators (such as Citizens Advice or Trading Standards), are encouraged to highlight the issue and potentially influence its resolution.