Junk Fees

StubHub is facing a lawsuit from Washington DC’s attorney general over allegations that the ticket resale platform foists “convoluted junk fees” on concertgoers after luring them in with “deceptively low prices.”
In a complaint filed Wednesday, Attorney General Brian Schwalb accuses StubHub of violating the District’s consumer protection laws by using the “drip pricing” — an “exploitative pricing scheme” in which a company requires consumers to pay fees that weren’t advertised in the initial price.

“For years, StubHub has illegally deceived District consumers through its convoluted junk fee scheme,” Schwalb said in a statement announcing the case. “StubHub lures consumers in by advertising a deceptively low price, forces them through a burdensome purchase process, and then finally reveals a total on the checkout page that is vastly higher than the originally advertised ticket price.”

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The “hidden” fees imposed by StubHub total “upwards of 40% of the advertised ticket price,” the lawsuit claims, and DC consumers have allegedly paid $118 million in such fees since 2015.

In a statement, StubHub said the company was “committed to creating a transparent, secure and competitive marketplace” for its customers. “We are disappointed that the DC Attorney General is targeting StubHub when our user experience is consistent with the law, our competitors’ practices and the broader e-commerce sector. We strongly support federal and state solutions that enhance existing laws to empower consumers, such as requiring all-in pricing uniformly across platforms.”

Consumers have complained for years about “convenience” and “service” fees that are tacked onto the price of tickets for concerts and other live events. Laws requiring “all-in pricing” — the full, final cost, presented at the beginning of a sale — have been enacted by New York, California and other states in recent years. A federal bill (Transparency in Charges for Key Events Ticketing, or TICKET, Act) was passed by the House of Representatives in May and is awaiting a vote in the Senate.

Hidden fees are also a key accusation in the pending antitrust lawsuit against Live Nation filed by the Department of Justice earlier this year. In that case, the DOJ has argued that such fees levied by Ticketmaster on American concertgoers “far exceed” those in other countries.

“Any fan who has logged onto Ticketmaster’s website to buy a concert ticket knows the feeling of shock and frustration as the base cost of the ticket increases dramatically with the addition of fees,” the DOJ wrote in its complaint against Live Nation. “Whatever the name of the fee and however the fees are packaged and collected, they are essentially a ‘Ticketmaster Tax’ that ultimately raise the price fans pay.”

In Wednesday’s lawsuit, Schwalb argues that StubHub imposes those same fees on its customers. Calling it a “a classic bait-and-switch scheme,” the lawsuit claims the final price of a StubHub ticket is only revealed after customers have “invested time and effort clicking through an intentionally long, multi-page purchase process” — which features a countdown clock to “create a false sense of urgency.”

“StubHub designed this unfair and deceptive scheme to make more money,” Schwalb wrote. “By forcing consumers to click through over a dozen pages before they see the real price, StubHub puts consumers in the position of having to choose between either paying those unexpected fees or abandoning the time and effort they have expended.”

In addition to springing such fees at the end of a transaction, the lawsuit also accuses StubHub of choosing deceptive names for them — a claim that echoes longstanding complaints about what vaguely-named ticketing fees imposed by many companies actually cover.

“What StubHub identifies as ‘Fulfillment and Service Fees’ are in fact influenced by factors unrelated to ‘fulfillment’ or ‘service,’” the lawsuit reads. “Furthermore, the fees vary wildly, and StubHub never discloses to the consumer how those fees are calculated or what services these fees fund.”

Read the entire lawsuit against StubHub here: