No encore for hidden fees – the UK Competition and Markets Authority fines StubHub UK for drip pricing and orders refunds

Summary

On 23 June, the Competition and Markets Authority (CMA) fined StubHub UK, the online ticketing platform, £889,200 (including a 40% settlement discount) for failing to include mandatory fees in the upfront price shown to consumers. StubHub has also been ordered to refund more than 50,000 customers.

This is the CMA’s second drip pricing enforcement decision under the DMCCA; see our article on the CMA’s first fine, imposed on AA Driving School, here. In addition to this latest CMA enforcement action for breach of consumer law, the CMA has also issued guidance on how customers can expect refunds or compensation following CMA decisions.

The CMA has a number of ongoing consumer law investigations. For example, we covered the CMA’s latest investigation into Ryanair seat fees here. We expect more to follow in the coming months as the CMA continues to ramp up its enforcement efforts in consumer-focused sectors.

The live music event sector has been under the CMA’s spotlight since Ticketmaster was investigated in 2024 over the sale of Oasis reunion gig tickets (see our article here). The CMA secured legally binding undertakings from Ticketmaster on price transparency as the investigation began before the DMCCA came into force, and the Act does not apply retrospectively. Most recently, in May 2026, sthe UK Parliament urged the CMA to open a market investigation into the UK live music industry following evidence of anticompetitive behaviour that came to light in the US Department of Justice’s complaint against Live Nation and its subsidiary, Ticketmaster.

Drip, drip, fine

The CMA found that, between 6 April and 7 December 2025, StubHub customers purchasing music and sporting event tickets were required to pay mandatory costs, such as delivery and service fees, which were only added at the final checkout stage. Those “drip pricing” practices meant that those unavoidable fees were not included in the total price from the start of the purchase journey. The lack of transparency meant that customers were unable to compare the final price between ticket vendors.

Drip pricing is prohibited under the DMCCA, which came into force last year. It is also an established prohibition under the CAP and BCAP Codes, which are enforced by the UK’s advertising regulator, the Advertising Standards Authority.

StubHub settled with the CMA, meaning that it has agreed not to appeal or challenge the decision in court, and received a 40% reduction to its financial penalty. This is the third consumer law case under the DMCCA resolved by the CMA through the settlement procedure. In each case (see here and here), the companies under investigation received a 40% discount on the financial penalties and the CMA ordered refunds for affected consumers.

As in the two earlier cases, the CMA also ordered StubHub to refund more than £590,000 to the affected customers, with on average a refund of around £10 per transaction. StubHub will administer the refunds, and affected customers do not need to take any action. StubHub is required to report back to the CMA over the next six months with updates on the refund process.

Practical takeaways for businesses

• Clear and timely pricing display. The CMA’s price transparency guidance makes clear that traders have an obligation to present a total price inclusive of mandatory charges in a clear and timely way. Consumers should have the information they need to make informed decisions, shop around and compare competing offers.
• Identify all unavoidable charges. Service fees, delivery fees, fulfilment charges, booking fees, administration fees and platform charges should be assessed against the CMA’s mandatory charge framework. If the customer must pay the charge to complete the purchase, it should normally be included in the upfront total price.
• Keep evidence of compliance decisions. Document how charges have been categorised, why any charge is treated as optional, and the internal safeguards in place to ensure that pricing displays are compliant with the CMA’s pricing guidance.

If you would like to understand the UK’s consumer protection regime and how to ensure your practices are lawful, or if you need guidance through a CMA investigation, you can find more information on our expertise by visiting our dedicated consumer law hub here.