Why Are Some StubHub Customers So Mad?

为何一些StubHub用户如此愤怒?

The Journal.

2026-08-20

24 分钟
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StubHub, a ticket resale platform, is facing a flood of complaints from World Cup fans who bought tickets months in advance, only to be stranded hours before the games. WSJ’s Hanna Krueger unpacks her months-long investigation into the company’s customer service and one disappointed fan recounts his troubles getting his refund. Jessica Mendoza hosts. Further Listening: - The Ticketmaster Breakup Trial Just Got Messier - The Taylor Swift Ticketmaster Debacle Sign up for WSJ’s free What’s News newsletter. Learn more about your ad choices. Visit megaphone.fm/adchoices
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  • To many, the event of the summer was the 2026 FIFA World Cup.

  • Nearly 7 million people showed up to watch one of the tournament's games in person.

  • But for a lot of fans, getting a ticket was a real struggle.

  • It was a battle royale.

  • If you didn't have thousands of dollars

  • that you were willing to part with, it was a dance to find a ticket within your budget.

  • That's our colleague Hannah Kruger, who covers retail.

  • She says a lot of people missed initial ticket sales and had to find them elsewhere.

  • Those who maybe last minute decided that they were really into the World Cup or finally acquiesced

  • to a kid's pestering and said, OK, fine, I'll buy tickets.

  • A lot of people looked to secondary ticket sites and StubHub was there for those folks.

  • StubHub, the online ticketing platform, sells tickets on the secondhand market.

  • It connects buyers to resellers, offering tickets to concerts, festivals, and sporting events like the World Cup.

  • But instead of chanting alongside fellow fans, some StubHub customers were stuck outside the stadium listening to this.

  • Thanks for calling StubHub.

  • We are here for you all the way to your seat.

  • All is important to us and may be monitored or recorded.

  • Please wait while we transfer you to the next available agent.

  • Thank you for holding.

  • You are currently caller number one in our queue.