A Taylor Swift fan has filed a class-action lawsuit against StubHub, alleging the company fails to honor its “FanProtect Guarantee.” The lead plaintiff, Alexis Christensen, claims she was left with “inferior” seats after spending $14,000 on premium tickets for Swift’s Eras Tour.
According to the lawsuit, Christensen’s tickets were unexpectedly voided on the day of the concert. As a replacement, StubHub offered seats with a “sharply angled side view of the stage.”
StubHub’s “FanProtect Guarantee” assures customers that their tickets are valid. If an issue arises, the policy promises “comparable or better tickets,” a refund, or credit. However, the terms grant StubHub “sole discretion” to determine what constitutes a comparable ticket based on cost, quality, and availability.
The lawsuit argues that StubHub leverages this guarantee to attract customers but then exploits the discretionary fine print to provide subpar replacements. The filing states that with less than 40 minutes before the show, Christensen “was forced to use the inferior tickets” as she had no other recourse. Attorneys for the plaintiff contend this practice “coerces” consumers into accepting tickets of significantly lesser value than what they originally purchased.
The complaint asserts that this is a widespread issue, accusing StubHub of “routinely and knowingly” providing inferior tickets or refusing refunds. The lawsuit seeks to represent “hundreds of thousands if not millions” of customers who have allegedly faced similar treatment.
In a statement to Billboard, a StubHub spokesperson said, “We are aware of and take seriously all customer concerns relating to our FanProtect Guarantee. While we cannot comment on ongoing litigation, our commitment is to fair resolution in every valid case, guided by transparency and customer trust.”
The lawsuit faces potential hurdles. It was filed only in Washington, Christensen’s home state, which could limit its scope. Furthermore, StubHub’s terms of service require users to resolve disputes through individual arbitration, which typically prohibits class-action claims.
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