Ticket reseller StubHub has been fined £900,000 by the UK Competition and Markets Authority (CMA) for not showing buyers the full price of tickets upfront, according to a BBC report by Faarea Masud. The penalty follows an investigation into hidden fees that left more than 50,000 customers paying more than expected at checkout.
The Investigation and Fine
The CMA found that StubHub misled customers by advertising ticket prices without including mandatory fees, which only appeared at the final checkout step. Emma Cochrane, executive director of consumer protection at the CMA, stated: "Hitting customers with hidden fees is illegal. It's not fair to draw people in with what looks like a good deal, only for them to find the real price is higher when they get to the checkout due to extra charges that can't be avoided." The regulator ordered StubHub to pay the £900,000 fine and to contact affected customers about refunds.
Refund Details
| Key Figure | Amount |
|---|---|
| Fine | £900,000 |
| Affected customers | More than 50,000 |
| Average refund per transaction | Approximately £10 |
The refund process will be handled by StubHub, which is expected to contact eligible buyers directly. The average payout of about £10 per transaction reflects the hidden fees charged across thousands of ticket sales.
Implications for Online Marketplaces
While the fine specifically targets StubHub, the CMA's action signals a broader regulatory push for pricing transparency across e-commerce and marketplace platforms. The regulator explicitly stated that hidden fees are illegal, setting a precedent that could affect other resale platforms, ticketing services, and even B2B marketplaces that add undisclosed charges at checkout. For marketplace operators, the case underscores the importance of displaying all mandatory fees – including service, processing, or booking fees – in the initial price shown to buyers.
"Hitting customers with hidden fees is illegal." – Emma Cochrane, CMA
Cross-border sellers and platform managers should review their checkout flows to ensure compliance with UK and EU consumer protection laws. The CMA's enforcement action demonstrates that regulators are actively monitoring how platforms present pricing, and that non-compliance can lead to substantial fines and mandatory refund programs.
What Sellers Need to Do
- Audit pricing displays: Ensure all mandatory fees are visible before the checkout stage, not added later.
- Monitor regulator guidance: Follow CMA announcements on pricing transparency to avoid similar penalties.
- Prepare for refund obligations: If hidden fees are discovered, be ready to issue refunds proactively.
- Review third‑party integrations: For platforms using payment processors or shipping calculators, verify that all fees are disclosed upfront.
The StubHub case serves as a clear warning: regulators are willing to impose significant fines and demand customer refunds when fees are hidden. For any marketplace operator, full price transparency is no longer optional – it is a legal requirement.
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