Class-action lawsuit filed against StubHub for failing to honour ticket guarantee

A nationwide class-action lawsuit has been filed against ticket resale platform StubHub, alleging the company regularly fails to honour its FanProtect Guarantee promise to Canadian buyers.

Vancouver resident Mark Gallagher filed the civil claim with the Supreme Court of British Columbia on Wednesday. The proposed class action targets StubHub's marketing of "security and trust" while the company allegedly breaks its core guarantee to consumers: that buyers will receive tickets in time for an event, that tickets will be valid for entry, and that they will be the same or comparable to those ordered.

According to StubHub's stated policy, if those things don't happen, the company will provide comparable or better tickets, offer a refund, or provide credit. The class action alleges StubHub "regularly declines" to honour this guarantee. "When tickets are unavailable because a consumer either does not receive their ticket in time for the event or does not receive a ticket that is valid at entry, StubHub does not provide comparable or better tickets," the notice states. The lawsuit further claims the platform "knowingly provides inferior tickets and/or refuses to offer refunds, even when comparable tickets are available" and that StubHub "knows, or reasonably ought to know, that when it offers inferior tickets shortly before an event, the consumer is left with no meaningful choice."

Gallagher's case centers on FIFA World Cup tickets he purchased in March 2026. He paid $11,407.11 and $2,011.28 for two sets of tickets to the Canada versus Qatar match in Vancouver on June 18, plus $5,765.15 for tickets to the Switzerland versus Canada game the same day. Neither purchase confirmation disclosed exact seat numbers. On June 14, he was told two Qatar tickets were ready for delivery, but after following the provided instructions, he couldn't access them. When he contacted StubHub's helpline, staff repeatedly said his file had been "escalated" and tickets would be available "the next day." As the game approached, staff changed their story, saying tickets would arrive within "two to three hours." Gallagher remained on the helpline until around 4 a.m. the day of the Qatar match and travelled to BC Place Stadium expecting the tickets to arrive as promised. They did not. These claims have not been tested in court.