Full Breakdown
StubHub UK Fined for Illegal “Drip Pricing” as CMA Enforces New Consumer Powers
6/23/2026, 9:54:10 PM
Background & Context
- The Digital Markets, Competition and Consumers Act 2024 outlawed “drip pricing,” requiring sellers to display the total price before checkout.
- In April 2025 the Competition and Markets Authority (CMA) received direct enforcement powers, allowing it to impose fines of up to 10 % of a firm’s global turnover and to order automatic refunds without first going to court.
Key Figures & Groups
- Competition and Markets Authority (CMA) – led by Emma Cochrane, Executive Director of Consumer Protection.
- StubHub UK – the UK arm of Ticketbis S.L., a major secondary-ticket marketplace.
- Which? – consumer-advocacy group, represented by Rocio Concha, Director of Policy and Advocacy.
- Other firms under CMA scrutiny – Viagogo, Gold’s Gym, Wayfair, Appliances Direct, Marks Electrical, AA Driving School and BSM Driving School.
Core Enforcement Action
- The CMA found StubHub UK added mandatory delivery and service fees at the final checkout stage between 6 April and 7 December 2025, breaching the requirement to show the full price up-front.
- The regulator ordered refunds to 51,350 affected fans totaling more than £590,000, with an average payout of £10.33 per transaction.
- StubHub UK was fined £889,200 (? £900,000). The penalty was reduced by 40 % because the company admitted the breach and settled early.
Data & Statistics
- Customers impacted: > 50,000 (exactly 51,350).
- Average refund: £10.33 per ticket.
- Total refunds ordered: > £590,000.
- Fine: £889,200.
- CMA’s broader enforcement to date: nearly £2 million in consumer refunds and over £5.7 million in fines across sectors.
Official Statements & Responses
- The CMA stressed that hidden fees violate consumer law and warned businesses to display full costs before checkout. It highlighted the use of its new powers to secure rapid redress and announced that investigations into eight other firms will continue, with an update on Viagogo expected in the summer.
- StubHub UK acknowledged the breach, stating the platform is designed to show all fees upfront and that an isolated error caused the hidden charges. The company said it has corrected the issue and will automatically refund affected customers.
Why It Matters
- The case illustrates the CMA’s willingness to apply its expanded enforcement toolkit, signalling that opaque pricing in the live-event market will face swift penalties.
- Consumers receive immediate financial relief and clearer pricing expectations, while ticket resellers must redesign checkout flows to comply with the law.
- The action may deter similar “drip-pricing” tactics across e-commerce, reinforcing transparent pricing as a legal requirement.
Verbatim Quotes
- “Hitting customers with hidden fees is illegal. It’s not fair to draw people in with what looks like a good deal, only for them to find the real price is higher when they get to the checkout due to extra charges that can’t be avoided.” — Emma Cochrane, Executive Director of Consumer Protection, CMA
- “Going to a live gig or sports game is an event many people save for – and our action today means thousands of fans will get back money taken unfairly through hidden fees.” — Emma Cochrane, CMA
- “, said: “The law is clear, hitting customers with hidden, extra fees that aren’t clearly disclosed from the start is completely unacceptable.” — Rocio Concha, Director of Policy and Advocacy, Which?
- “StubHub International supports the CMA's work to protect consumers online and fully cooperated with this investigation.” — StubHub International spokesperson
Conflicting Reports & Gaps
- The fine is described as “almost £900,000” in some reports and precisely “£889,200” in others, reflecting rounding differences.
- Customer counts vary between “more than 50,000” and the exact figure of 51,350, indicating a minor reporting discrepancy.
What’s Next
- StubHub UK must submit a six-month progress report on the refund process to the CMA.
- The regulator will publish its summer update on the Viagogo investigation and continue probing other firms for hidden-fee practices, reinforcing its post-2024 enforcement agenda.
