CMA orders StubHub refunds over hidden fees

The UK Competition and Markets Authority has ruled that ticket reseller StubHub breached consumer protection rules by using illegal "drip pricing" on its platform. The regulator found that StubHub added mandatory delivery and service fees only at a late stage in the online ticket purchase journey, rather than displaying the full cost upfront.

The CMA determined that this approach meant customers were initially shown what appeared to be a lower price, which then increased at checkout due to unavoidable extra charges. These practices were identified over a defined period running from 6 April to 7 December 2025.

The use of "drip pricing" related specifically to fees that customers could not avoid, such as delivery and service charges. By only revealing these costs towards the end of the transaction, StubHub failed to present the total price clearly at the outset of the buying process.

The CMA characterised this as a breach of rules that require businesses to be transparent about the full cost of a product or service. The regulator underscored that drawing customers in with a seemingly attractive price, only to raise it later with mandatory fees, is not permitted.

As part of the enforcement action, the CMA has ordered that customers affected by StubHub's hidden fees receive refunds. StubHub is required to contact those buyers directly to inform them of the redress process.

The regulator stated that repayments will be made automatically to the payment card used in the original transaction. This is intended to ensure that affected customers receive compensation without needing to take additional steps.

Emma Cochrane, the CMA's executive director of consumer protection, said that hitting customers with hidden fees is illegal. She noted that it is not fair to entice people with what appears to be a good deal, only for the price to increase at checkout through extra unavoidable charges.

The CMA used the case to reiterate that online sellers must show total costs clearly and upfront. The findings against StubHub underline the regulator's focus on tackling pricing practices that obscure the true cost of goods and services for consumers.