Why Are Some StubHub Customers So Mad?
Summary
The Journal investigates StubHub’s ticketing failures during the 2026 World Cup, revealing widespread customer complaints about missing tickets and poor support. Reporter Hannah Kruger details how the company cut operational costs while revenue soared, leading to unresolved disputes and a fractured "Fan Protect Guarantee." The episode explores how these issues, including speculative ticketing and refund delays, have eroded consumer trust and caused StubHub’s stock to drop significantly.
Topics discussed
World Cup ticketing chaos and StubHub's broader failures
Show intro and sponsor message
StubHub's origins and the Fan Protect Guarantee
Rising complaints, fraud, and speculative ticketing
Sponsor message: Indeed
Case study: Reggie's downgrade and refund battle
Customer service cuts and operational issues
Arbitration hurdles and changing mailing addresses
CEO admission, stock drop, and conclusion
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