StubHub ordered to refund 50,000 UK customers for hidden fees

If you’ve bought tickets through StubHub UK recently, you might be owed money back. The Competition and Markets Authority (CMA) has ordered the ticket reseller to refund more than 50,000 customers and pay a £900,000 fine for sneaking extra charges into the checkout process.

Here’s what happened. Between April and December last year, StubHub UK was adding mandatory fees — like delivery and service charges — only at the final checkout stage. By then, customers had already seen what looked like a good price and were committed to buying. These fees couldn’t be avoided, and they weren’t shown upfront. This practice, called “drip pricing,” was banned in the UK last year, and StubHub has admitted it broke the law.

Each affected customer is expected to receive around £10 per transaction on average. If you bought tickets during this period, StubHub UK will contact you directly about your refund, so keep an eye on your email or post.

This is part of a wider crackdown. The CMA is investigating eight firms for dodgy online pricing tactics, including Viagogo (another ticket reseller), several driving schools, and online retailers. In March, the AA and BSM driving schools were ordered to refund over 80,000 learners for similar hidden-fee practices.

The message from regulators is clear: businesses must show you the total price upfront, before you commit to buying. No surprises at checkout. If they don’t comply, they face hefty fines and compensation orders.

If you haven’t heard from StubHub but think you should be eligible, contact them directly through their website to ask about your refund. Keep records of your purchases to help prove you’re owed money.

This action shows that consumer protection is being taken seriously. If you spot hidden fees elsewhere — whether buying tickets, lessons, or anything else online — report it to the CMA’s consumer protection team. You can find out more at www.gov.uk/cma.