the company\u2019s FanProtect Guarantee <\/a>promises buyers valid tickets, on-time delivery and states that if there is an issue with an order, customers will receive \u201ccomparable or better tickets or your money back.\u201d<\/p>\nDupee said he repeatedly asked for replacement seats and was willing to accept any available tickets inside NRG Stadium.<\/p>\n
\u201cIf they could change their policy, they had tickets last night and they say they will get you upgraded tickets if yours are not available and I was trying to work with them like just give us anything, we will take anything in the stadium and if they had done that I would be happy. They just said you\u2019re out of luck,\u201d he said.<\/p>\n
StubHub points to World Cup ticketing challenges<\/p>\n
KPRC 2 reached out to StubHub with a list of questions about the family\u2019s experience.<\/p>\n
Can you confirm whether StubHub is aware of this specific case?<\/p>\n
We have a dedicated team supporting World Cup customers and can confirm that we have contacted this customer to offer them tickets to attend an upcoming match in Houston, as soon as this Friday\u2019s match. Please let us know if you hear from them regarding this. <\/p>\n
What circumstances led to the original seller being unable to deliver the tickets?<\/p>\n
The primary driver has been the event organizer\u2019s ticketing infrastructure. The event organizer launched a new app immediately before the tournament began, and that system has had significant performance issues \u2014 delays, failed transfers, and access problems that have affected all resale platforms, not just StubHub. In the majority of cases where buyers received cancellation notices, the issue was that the transfer couldn\u2019t complete through the event organizer\u2019s system, not that the seller didn\u2019t have the tickets.<\/p>\n
How does StubHub determine whether replacement tickets are available under the FanProtect Guarantee? If tickets remain listed for sale on the platform, why might those tickets not be offered as replacement tickets to affected customers?<\/p>\n
Replacement tickets are evaluated based on price, but given the challenges with the event organizer\u2019s technology, we have expanded eligible capacity to source replacement tickets for customers.<\/p>\n
Under what circumstances would a customer be offered only a refund instead of replacement tickets?<\/p>\n
When a comparable replacement can\u2019t be sourced in time, buyers receive a full refund under our FanProtect Guarantee. <\/p>\n
Does StubHub prioritize replacement tickets for customers whose orders cannot be fulfilled?<\/p>\n
Our top priority is getting fans into matches \u2014 a refund is always a last resort. Our teams are actively working to support each and every customer in this.<\/p>\n
What would you say to customers who feel they are being forced to repurchase tickets at significantly higher prices after their original order falls through?<\/p>\n
The vast majority of World Cup orders on StubHub have been fulfilled successfully \u2014we\u2019ve managed to get hundreds of thousands of fans to World Cup matches so far this year. The cases generating complaints represent a fraction of overall transactions, but we take each one seriously. If you\u2019re having an issue with your order, contact us directly and ask for World Cup specialist support. <\/p>\n
Has StubHub experienced an increase in ticket-delivery issues or replacement requests surrounding World Cup matches or other high-demand events?<\/p>\n
What we are seeing is specific to this tournament. World Cup tickets are distributed and controlled entirely by the event organizer, transfers must flow through the event organizer\u2019s own infrastructure, and the event organizer launched a new app right before the tournament began. That combination \u2014 centralized control, a new untested system, and compressed timelines \u2014 created transfer challenges that go beyond what we see at a typical live event. Those infrastructure issues are outside StubHub\u2019s direct control, but our responsibility to fans is not, and we\u2019ve been working around the clock to resolve outstanding cases.<\/p>\n
ON THE RECORD: \u201cThe issues fans have experienced at this World Cup are largely driven by performance problems with the event organizer\u2019s own ticketing infrastructure, which has created transfer failures across all resale platforms. Every StubHub order is backed by our FanProtect Guarantee, so when ticket transfer is interrupted, we work to find a comparable replacement ticket or issue a full refund. Getting fans to their matches is always the priority, and our teams are working through every case with that goal.\u201d<\/p>\n
What consumers should do<\/p>\n
Experts recommend keeping copies of receipts, screenshots, emails and other documentation if a ticket purchase falls through.<\/p>\n
They also say consumers who believe a company failed to honor an advertised policy or guarantee can file a complaint with the Texas Attorney General\u2019s Office.<\/p>\n
The Attorney General\u2019s Office has already launched an investigation into FIFA over World Cup ticket seat complaints<\/a>.<\/p>\nFor now, the Dupee family says they are disappointed they missed the opportunity to see Ronaldo play in Houston, but hope sharing their story will help other fans avoid a similar experience.<\/p>\n
Copyright 2026 by KPRC Click2Houston – All rights reserved.<\/p>\n","protected":false},"excerpt":{"rendered":"HOUSTON \u2013 A Texas family says their dream of attending a FIFA World Cup match at Houston Stadium…\n","protected":false},"author":2,"featured_media":347766,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[124115,37274,124116,731,124114,122759,27,29,28,3692],"class_list":["post-347765","post","type-post","status-publish","format-standard","has-post-thumbnail","category-texas","tag-event-ticket-refund-dispute","tag-fifa","tag-nrg-stadium-ticket-issues","tag-soccer","tag-soccer-fan-complaints","tag-stubhub","tag-texas","tag-texas-headlines","tag-texas-news","tag-world-cup"],"_links":{"self":[{"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/posts\/347765","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/comments?post=347765"}],"version-history":[{"count":0,"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/posts\/347765\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/media\/347766"}],"wp:attachment":[{"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/media?parent=347765"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/categories?post=347765"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.newsbeep.com\/us-tx\/wp-json\/wp\/v2\/tags?post=347765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}