Stubhub No Refund for Covid-19 Cancellations Class Action

Stubhub, Inc. and its subsidiary or affiliate, Last Minute Transactions, Inc., offer what the complaint calls “the world’s largest ‘secondary market’ for event tickets” from the Stubhub website. Under their FanProtect guarantee, they promised customers they would give cash refunds for canceled shows—until Covid-19 showed up. The complaint for this class action alleges that the companies have failed to honor their guarantee now and are not refunding tickets for shows cancelled due to the pandemic.

The class for this action is all people living in the US or its territories who began their Stubhub accounts on or after October 1, 2018 and bought tickets through Stubhub to an event that was later cancelled, at any point between March 25, 2020 until the notice for this class action is disseminated, where Stubhub did not give the person a refund.

The Stubhub website offers tickets to sports events, theater performances, concerts, music festivals, and comedy shows, some of them selling for well over their face value, that come from what the complaint calls “strangers on the internet.” To build customer confidence in these transactions, Stubhub advertised its FanProtect guarantee, which is part of its user agreements.

The complaint says, “Until March 25, 2020, the FanProtect guarantee promised that if a Stubhub user purchased tickets to any event through Stubhub, and the event was cancelled, the user would receive a full, money-back refund for their purchase.”

Because of the Covid-19 pandemic, however, a large number of shows were cancelled, opening Stubhub up to massive liabilities if it honored its FanProtect guarantee.

A March 12, 2020 from Stubhub to its users said that it would provide refunds for canceled events but offered the alternative of a coupon for 120% of the purchased ticket prices, good for the following twelve months. The complaint quotes it as saying, “Stubhub is here for you” and repeating its guarantee of full refunds, if ticketholders preferred them.

However, according to the complaint, “On March 25, 2020 without delivering a corresponding e-mail to all users, Stubhub changed the terms of its FanProtect guarantee on its website, now stating that ‘if the event is canceled and not rescheduled, you will get a refund or credit for use on a future purchase, as determined in Stubhub’s sole discretion (unless a refund is required by law).’”

The complaint alleges that other communications from the company dispensed with the offer of refunds and offered only the 120% coupon. One, the complaint says, “had the temerity” to add, “For your convenience, we will directly add it to your Stubhub account once the event is cancelled.”

Finally, the complaint says, the changed policy was communicated to customers in an e-mail on March 30, 2020.

The complaint reproduces a number of expletive-laced online postings complaining about the no-refund policy change.

Article Type: Lawsuit
Topic: Consumer

Most Recent Case Event

Stubhub No Refund for Covid-19 Cancellations Complaint

May 7, 2020

Stubhub, Inc. and its subsidiary or affiliate, Last Minute Transactions, Inc., offer what the complaint calls “the world’s largest ‘secondary market’ for event tickets” from the Stubhub website. Under their FanProtect guarantee, they promised customers they would give cash refunds for canceled shows—until Covid-19 showed up. The complaint for this class action alleges that the companies have failed to honor their guarantee now and are not refunding tickets for shows cancelled due to the pandemic.

Stubhub No Refund for Covid-19 Cancellations Complaint

Case Event History

Stubhub No Refund for Covid-19 Cancellations Complaint

May 7, 2020

Stubhub, Inc. and its subsidiary or affiliate, Last Minute Transactions, Inc., offer what the complaint calls “the world’s largest ‘secondary market’ for event tickets” from the Stubhub website. Under their FanProtect guarantee, they promised customers they would give cash refunds for canceled shows—until Covid-19 showed up. The complaint for this class action alleges that the companies have failed to honor their guarantee now and are not refunding tickets for shows cancelled due to the pandemic.

Stubhub No Refund for Covid-19 Cancellations Complaint
Tags: Entertainment, Event Tickets, Failure To Pay For Refund