StubHub Lawsuit Says “FanProtect Guarantee” Left Fans Paying for Promises Not Kept

Case Overview: A class action claims StubHub misled buyers by promoting its FanProtect Guarantee while failing to deliver equal replacements or refunds for undelivered tickets.

Consumers Affected: Fans who bought tickets through StubHub and were denied valid replacements or refunds.

Court: U.S. District Court for the Western District of Washington

StubHub’s signature “FanProtect Guarantee,” which promises buyers valid on-time tickets or a refund, is little more than marketing spin, a new lawsuit claims. 

The lawsuit alleges the ticket resale giant routinely fails to deliver comparable or better tickets when original orders fall through, leaving customers scrambling and out thousands of dollars despite paying hefty service fees.

According to the lawsuit, StubHub markets its platform as a “secure marketplace” backed by a 100% guarantee. But when buyers don’t receive what they paid for, the company allegedly offers inferior replacement tickets or refuses refunds altogether, even when better seats are still available on its site.

The lawsuit argues that StubHub profits from these lapses by keeping the difference in ticket value, effectively charging consumers for protections it doesn’t honor.

Plaintiff Says $14,000 Taylor Swift Tickets Were Replaced With Inferior Seats

The lawsuit was filed by Washington resident Alexis Christensen, who spent nearly $14,000 on three tickets to Taylor Swift’s sold-out Eras Tour stop in Vancouver, one of the most in-demand concerts of 2024. StubHub initially confirmed her purchase, but on the day of the show informed her that the tickets were “unavailable.”

The company assured Christensen she would receive comparable or better replacements under its FanProtect Guarantee. Instead, less than 40 minutes before the concert began, StubHub offered her seats with a sharply angled side view of the stage, worth roughly $3,600 total, a fraction of what she paid. 

StubHub refused her request for better tickets, even though comparable seats were still listed on its own site. Forced to accept the inferior seats, she missed part of the opening act and was denied any refund for the difference.

Complaint Alleges StubHub Profits From Service Fees On Unfulfilled Guarantees

StubHub’s Guarantee promises buyers peace of mind: that tickets will arrive on time, be valid for entry, and match the ones ordered, or else be replaced or refunded. But according to the complaint, internal company filings reveal that the “guarantee” doesn’t actually require StubHub to provide equal replacements, only to “work to help buyers find” them.

The lawsuit accuses StubHub of building its profits around this gap between promise and reality. The company charges service fees on every transaction, claiming the extra cost funds its protection program. Plaintiffs argue that these fees, sometimes totaling thousands of dollars, are unjustified when the guarantee isn’t fulfilled.

Ticketing Industry Faces Wider Scrutiny Over Hidden Fees And Broken Promises

This isn’t StubHub’s first brush with consumer lawsuits. The company has been sued for hidden fees, deceptive pricing, and refusing refunds for pandemic-canceled events. It previously settled a California class action for $2.5 million in cash and $20 million in credits after being accused of tacking on undisclosed costs at checkout.

Other ticketing companies are also under fire. Fandango and Live Nation/Ticketmaster face lawsuits for allegedly inflating prices through “drip pricing” and monopolistic practices, underscoring a broader backlash against opaque fees and unfulfilled promises in the live events industry.

Christensen wants to represent all U.S. consumers who purchased tickets through StubHub within the applicable statute of limitations. She’s suing for violations of state consumer protection laws, fraud, and misrepresentation, seeking damages, interest, legal fees, and court orders requiring StubHub to stop misleading customers. 

Case Details

• Lawsuit: Christensen v. StubHub Holdings Inc.
• Case Number: 2:25-cv-01957
• Court: U.S. District Court for the Western District of Washington 

Plaintiffs' Attorney:

• Bonner C. Walsh (Walsh PLLC)

Have you ever had StubHub cancel or downgrade your tickets? Share your experience with their FanProtect Guarantee in the comments below.