StubHub Faces Investigation in B.C. Over World Cup Ticket Complaints

Complaints from fans who did not receive their tickets for FIFA World Cup matches after purchasing them through StubHub have prompted an investigation by Consumer Protection BC, the province’s consumer oversight agency. The investigation was announced by British Columbia’s Attorney General Niki Sharma following reports of ticket cancellations and delivery failures affecting spectators in Vancouver, Toronto, and other host cities across North America.

According to Louise Hartland, spokeswoman for Consumer Protection BC, the agency has opened a formal inquiry into StubHub’s ticket selling practices to determine whether the company is in compliance with British Columbia’s consumer protection laws. Since the start of the tournament, the regulator has received three official complaints from consumers in B.C. who claimed they did not receive World Cup tickets purchased via StubHub. Hartland stated that no further details could be provided while the investigation is ongoing.

Attorney General Sharma described the situation as “deeply concerning,” emphasizing that major events such as the World Cup should be a positive experience for fans, free from uncertainty about whether their tickets will be honoured. She noted that the province is closely monitoring developments and has referred to the Ticket Sales Act, which promotes transparency and accountability in ticket sales and specifies when refunds must be provided. The Act prohibits the sale of tickets that a business does not own or control.

StubHub, in public statements, attributed the issues to complications with FIFA’s ticketing technology. The company pointed to problems with FIFA’s new ticketing app, which was launched shortly before the tournament began, and cited performance issues that have affected ticket transfers on all resale platforms. StubHub stated, “We’ve responded by standing up a dedicated World Cup support team and expanding our capacity to source replacement tickets for affected customers.” The company maintains that each order is backed by its FanProtect Guarantee, and said that “getting fans to their matches remains our top priority for the rest of this tournament.”

However, CBC News reported that StubHub cancelled thousands of tickets for fans attending matches in Vancouver, Toronto, and other North American host cities. Some industry insiders and long-time ticketing executives have drawn attention to the practice of “speculative ticketing,” in which sellers list tickets they do not yet possess. Scott Friedman, a ticketing industry executive and podcast host, stated that StubHub is known for allowing speculative ticketing, a practice that is banned in some U.S. states and has been implicated in similar cancellation incidents for major concert tours.

Kirat Malik, a Vancouver resident, described her experience with the platform, saying she purchased tickets to Canada’s match against Qatar more than six months in advance, only to have her StubHub tickets cancelled. Malik reported spending over 10 hours on the phone with StubHub, seeking a refund and ultimately having to buy tickets directly from FIFA. She expressed frustration over the loss of time and money, as well as missing out on a significant personal experience, and welcomed the investigation into StubHub’s business practices.

The situation has also prompted CBC News to contact Ontario’s attorney general, as fans travelling to Toronto matches have reported last-minute ticket cancellations without explanation. In response to growing concerns, Consumer Protection BC has published information on its website specifically for consumers who did not receive World Cup tickets purchased from StubHub. Hartland said this was done in anticipation of potential complaints, following media coverage of similar issues elsewhere.

The investigation is not the first World Cup-related matter handled by Consumer Protection BC. In June, the regulator reached an agreement with FWC26 Canada Football Ltd, a FIFA subsidiary involved in the Vancouver games, after investigators alleged that Canada Football failed to clearly disclose required information on event tickets. Under the agreement, Canada Football was required to make refund guarantees more prominent and clear for all ticket buyers in B.C.

Past actions by Consumer Protection BC have included agreements with StubHub regarding other high-profile events. The agency previously required StubHub to provide refunds to customers who did not receive adequate information about their tickets for the December 2024 Taylor Swift concerts in Vancouver, particularly for cases involving obstructed or limited views. At the time, the regulator stated that consumers who purchased such tickets may be eligible for refunds.

Industry experts have highlighted the wider implications of speculative ticketing and the challenges posed by evolving ticketing technologies. The practice of listing tickets that are not yet in the seller’s possession has been associated with mass cancellations in other major events, leading to discussions about regulatory measures and consumer protections.

StubHub maintains that the current World Cup ticketing issues are primarily due to transfer problems linked to FIFA’s infrastructure, rather than fundamental availability of tickets. Nevertheless, Consumer Protection BC’s investigation will assess whether StubHub’s practices comply with local laws, including provisions banning the sale of tickets not actually owned or controlled by the seller.

Attorney General Sharma has reiterated that the province intends to support consumers and monitor the situation as it develops. She urged affected individuals to consult information published by Consumer Protection BC and noted that those impacted may have options for recourse under provincial legislation. The outcome of the investigation may have implications for ticketing regulations and consumer protection frameworks both within British Columbia and in other jurisdictions hosting major events.