StubHub Faces Class Action Over ‘FanProtect Guarantee’

A class action lawsuit has been initiated against StubHub, centered around its “FanProtect Guarantee.” The lead plaintiff, a Taylor Swift fan named Alexis Christensen, claims the company failed to honor this guarantee, leaving her with unsatisfactory seating after spending a significant amount on tickets.

Details of the Lawsuit

Christensen alleges that she paid $14,000 for premium tickets to Taylor Swift’s Eras Tour. On the day of the concert, she was informed that these tickets were voided. Instead, StubHub presented her with seats that she describes as “clearly inferior,” providing only a poorly angled view of the stage.

StubHub’s FanProtect Guarantee

StubHub’s “FanProtect Guarantee” is designed to assure customers that the tickets they purchase through its platform are valid. If the tickets are found to be invalid, StubHub promises to provide comparable or better seats or issue a refund or credit.

• The fine print states that “comparable or better” tickets are determined at StubHub’s “sole discretion.”
• Factors include cost, quality, availability, and other considerations.

The lawsuit argues that, despite these assurances, StubHub often fails to fulfill its guarantees due to exploitative fine print, leaving consumers in disadvantageous situations.

Claims from the Plaintiff’s Attorneys

Christensen’s legal representation argues that she is not alone. They claim many others have similarly experienced StubHub’s dubious practices. The lawsuit accuses the company of convincing users to trust its platform while routinely failing to deliver quality tickets or issuing refunds when required.

“With less than forty minutes until the concert began, Ms. Christensen was compelled to accept the inferior tickets that StubHub provided without any alternatives,” her attorneys stated.

Company Response and Class Action Scope

A StubHub spokesperson acknowledged customer concerns about the “FanProtect Guarantee” but refrained from commenting on the ongoing litigation. They emphasized a commitment to resolving valid cases fairly.

The class action lawsuit aims to represent “hundreds of thousands if not millions” of consumers similarly affected. However, the case has been filed only in Washington state. This may limit its ability to address a broader audience, especially given StubHub’s terms mandate individual arbitration, which complicates the consolidation of cases.

The outcome of Christensen’s case and its potential to gain momentum in the ticketing sector remains uncertain.