Why Are Some StubHub Customers So Mad?
Summary
This episode investigates StubHub’s widespread ticketing failures, highlighted by the 2026 World Cup, where many fans were denied entry despite paying for tickets. Reporter Hannah Kruger reveals that customer complaints surged before the company’s IPO, driven by speculative selling, fraud, and significant cuts to customer support budgets. The segment details how StubHub’s “Fan Protect Guarantee” often failed to deliver refunds or replacements, eroding the trust central to its business model and causing its stock to drop.
Topics discussed
World Cup ticketing chaos and StubHub's failures
Show intro and sponsor advertisements
StubHub's origins and the Fan Protect Guarantee
Rising complaints, fraud, and speculative ticketing
Sponsor ads and transition to customer stories
Case study: Reggie's $12k ticket downgrade and refund battle
StubHub's cutbacks on customer support operations
Arbitration hurdles and changing mailing addresses
CEO admits flaws, stock drops, and trust crisis
Outro and final sponsor advertisements
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