StubHub UK ordered to refund more than 50,000 fans over hidden ticket fees

The ticketing platform added mandatory fees at the final stage of checkout rather than showing the total price upfront, in breach of consumer law.

More than 50,000 fans are to be refunded by StubHub UK after the Competition and Markets Authority (CMA) found that the ticketing platform added mandatory fees at the end of the checkout process rather than displaying the full price from the start.

StubHub UK has also been fined almost £900,000 and ordered to return more than £590,000 to affected customers.

The CMA found that between 6 April and 7 December 2025, StubHub UK required some fans to pay mandatory costs such as delivery and service fees, but only showed these at the final stage of checkout – not upfront as required by law. 

Affected fans will receive an average refund of around £10 per transaction and do not need to take any action because StubHub UK will contact them directly.

Emma Cochrane, executive director of consumer protection at the CMA, said fans had been drawn in by prices that appeared to be a good deal, only to discover unavoidable charges at checkout: 

“Going to a live gig or sports game is an event many people save for – and our action means thousands of fans will get back money taken unfairly through hidden fees. Our message to businesses is simple: be transparent on costs or risk CMA action.”

Nikki Stopford, co-founder of Consumer Voice, said the action should send a clear warning to ticketing companies and other businesses using similar pricing tactics.

“Fans should be able to choose tickets based on the price they will actually pay, not a lower price that changes just as they reach the checkout. When people have already spent time choosing an event, date and seats, they may feel they have gone too far to start again.”

She added: “It is good to see the CMA not only imposing a substantial fine, but putting money back into the hands of the people who were charged these fees. The real success will be consumers no longer encountering them in the first place.”

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What StubHub UK did wrong

Under consumer law, businesses must show the total price of a purchase upfront, including any mandatory fees. StubHub UK’s checkout process showed unavoidable delivery and service charges only at the final stage, meaning fans were not given the full picture when browsing or selecting tickets.

StubHub UK admitted that it had broken the law and settled the case with the CMA. Its £878,333 fine includes a 40% reduction for settling the investigation early, agreeing not to appeal and working with the regulator through a streamlined process.

The company must also report back to the CMA on the progress of the refunds over the next six months.StubHub UK should process all refunds by 23 December 2026.

The action is part of the CMA’s wider use of its new direct consumer enforcement powers. The regulator has also fined AA Driving School and BSM Driving School £4.2 million over hidden booking fees and Marks Electrical £720,000 for automatically adding paid services to customers’ orders. In each case, the businesses were also ordered to return money to affected consumers.

What affected customers need to know

StubHub UK will contact affected customers directly. Refunds will be automatically paid back to the card used to purchase the tickets. 

Fans do not need to take any action, but if you believe you were affected and do not hear from StubHub UK, or are unhappy with the response, contact the platform directly.

You can also check the CMA’s official refunds and compensation page for the latest information about who is eligible, what affected customers should receive and whether any action is needed.

Know your rights when buying tickets online

Under consumer law, businesses must display the total price of a purchase from the start. Mandatory charges should not be hidden or added later in the checkout process.

You should also report hidden or misleading fees so Trading Standards can identify businesses that may be breaking consumer law. In England and Wales, contact the Citizens Advice consumer service. In Scotland, contact consumeradvice.scot, and in Northern Ireland, contact Consumerline. These services can provide advice and pass relevant complaints to Trading Standards for possible investigation.

For a full guide to your rights on hidden fees and drip pricing, visit our hidden fees and drip pricing guide.