StubHub ordered to refund 50,000 customers over hidden charges

Thousands of ticket buyers are set to receive refunds after a major ticket resale platform was caught charging hidden fees.The Competition and Markets Authority (CMA) has ordered StubHub UK to compensate more than 50,000 customers and pay a financial penalty of almost £900,000 following an investigation into its pricing practices.The watchdog found that StubHub failed to display mandatory fees in the headline price shown to customers at the start of the booking process.The practice took place between April 6 and December 7 2025.Under consumer law, businesses must clearly show the total price consumers will pay, including unavoidable charges, allowing shoppers to compare prices accurately before making a purchase. TRENDING Stories Videos Your Say The CMA said StubHub's failure to do so meant customers were not given a clear picture of the true cost of tickets when browsing the site.As a result, the company has been ordered to refund a total of £590,000 to affected customers, with the average payout expected to be around £10 per transaction.In addition, StubHub has been fined close to £900,000 for breaching consumer protection rules.The regulator said the case highlights its ongoing efforts to tackle so-called drip pricing, where extra charges are added later in the purchasing process, making products or services appear cheaper than they really are.The enforcement action is one of the latest moves by the CMA to crack down on hidden fees and improve pricing transparency for consumers shopping online.StubHub UK has now scrapped the hidden fee practice that led to the CMA's investigation and subsequent enforcement action.Customers affected by the pricing breach will be contacted directly by the company and refunded automatically, with payments returned to the card used to purchase the tickets.The CMA said StubHub UK immediately took steps to end the conduct and engaged constructively during the investigation.Emma Cochrane, executive director of consumer protection at the CMA, said: Going to a live gig or sports game is an event many people save for – and our action today 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.The enforcement action comes as regulators step up efforts to crack down on so-called drip pricing, where additional charges are added during the checkout process rather than being included in the upfront price.The practice was banned under the Digital Markets, Competition and Consumers Act 2024, with the Competition and Markets Authority making hidden fees one of its enforcement priorities after receiving stronger consumer protection powers in April 2025.The watchdog said it is targeting unlawful online pricing practices to ensure shoppers are not left out of pocket and can see the true cost of products and services before making a purchase.As part of the campaign, the CMA has also published guidance and a three-step checklist to help businesses ensure prices are displayed clearly and transparently from the outset. Our Standards: The GB News Editorial Charter