StubHub World Cup ticket complaints now under investigation in B.C. - Global News
Consumer Protection BC has initiated an investigation into multiple complaints from individuals who bought FIFA World Cup tickets through StubHub but did not receive them. The Attorney General of British Columbia, Niki Sharma, expressed significant concern regarding these reports on Friday.
Sharma emphasized that major events such as the FIFA World Cup 2026 should be enjoyable experiences, and consumers should not have to worry about whether their purchased tickets will be honored. She highlighted that Consumer Protection BC, the body responsible for administering the province’s Ticket Sales Act, is looking into these complaints to determine if the law has been violated.
The Ticket Sales Act in British Columbia outlines specific regulations concerning transparency and accountability in ticket sales, as well as conditions under which a refund may be due. This legislation aims to protect consumers and ensure confidence when purchasing event tickets.
Consumer protection and past actions
Sharma noted that Consumer Protection BC has previously taken enforcement actions. One such instance involved an agreement with StubHub to provide refunds to customers who did not receive clear and accurate information about their tickets for Taylor Swift concerts in Vancouver in December 2024.
StubHub has publicly stated its commitment to honouring its refund guarantees to fans. The company’s website also features a “100 per cent guarantee” for every order, promising valid tickets or a full refund for buyers.
Despite these assurances, the current investigation stems from multiple complaints regarding undelivered World Cup tickets. Consumer Protection BC confirmed it is examining StubHub’s ticket selling practices to ensure compliance with B.C.’s consumer protection laws.
Sharma advised that individuals affected by undelivered World Cup tickets may have options available to them. She encouraged anyone who did not receive their purchased tickets for the World Cup to contact Consumer Protection BC for assistance.
StubHub’s response and customer experience
A spokesperson for StubHub declined to comment directly on Sharma’s statement regarding the investigation. However, StubHub issued an email statement suggesting that the issues experienced by fans at this World Cup are primarily related to transfer problems rather than ticket problems.
The company attributed these difficulties to the event organizer’s ticketing infrastructure, including a new app launched shortly before the tournament began. StubHub indicated that this new app has faced significant performance issues, impacting transfers across all resale platforms.
In response to these challenges, StubHub stated it has established a dedicated World Cup support team and increased its capacity to find replacement tickets for affected customers. The company reiterated that ensuring fans attend their matches remains a top priority.
StubHub operates as an online marketplace that connects buyers and resellers, rather than selling tickets directly. The law in British Columbia prohibits the sale of tickets by a business if it does not own or control those tickets.
The Attorney General’s office will continue to monitor the situation to support consumers and gain a deeper understanding of the issues being raised. Consumer Protection BC has information available on its website for fans who purchased World Cup tickets.
The investigation by Consumer Protection BC into the complaints against StubHub is ongoing.
Source: globalnews.ca
