StubHub agrees to make changes after Taylor Swift ticket complaint

Ticket resale company Stubhub has agreed to refund some Taylor Swift fans over the price of tickets to her Vancouver shows.

B.C.’s consumer watchdog has reached an agreement with StubHub after investigating a complaint about tickets to Taylor Swift’s sold-out run of Vancouver shows last year.

The company was being investigated for allegations it contravened the province’s Ticket Sales Act, according to a report from Consumer Protection B.C. While StubHub denied the allegations, the ticket reseller did enter an undertaking to make changes.

“People buying tickets in B.C. have the right to clear, accurate information about what they are purchasing and what it will cost before they buy,” said a statement from Louise Hartland, spokesperson for Consumer Protection B.C.

“This agreement is about transparency and ensuring consumers can access refunds when the law requires it.”

The company has agreed to disclose “in a clear, prominent, and comprehensible manner” the face value of the ticket being resold, any fees or service charges, and all terms and conditions, according to the agreement with Consumer Protection B.C.

StubHub has also agreed to refund a sub-set of Swifties whose tickets did not clearly indicate they were for seats where the view would be partially or fully obstructed. Those refunds will be provided to anyone who has not already pursued a credit-card chargeback, with no action required by the person who bought the ticket.

A spokesperson for StubHub said, in a statement, that the company is pleased the matter has been resolved.

“Although we do not believe any laws were violated, we understand fans were disappointed and are proactively offering eligible buyers a refund or credit,” wrote John Lawrence, deputy general counsel.

“StubHub looks forward to continued engagement with Consumer Protection BC to support clear, consistent standards across the industry.”

The company also agreed to pay more than $6,000 in inspection costs and make a $2,500 payment to Consumer Protection B.C.’s Consumer Advancement Fund.

The company also agreed to pay more than $6,000 in inspection costs.