“StubHub has our customers’ backs, and in the rare instances where something goes wrong, every ticket is 100% guaranteed by our FanProtect Guarantee,” said StubHub vp global customer experience Daron Fowlks in a release. “Saturday’s blackout in New York City was no exception. As soon as we learned of the events affected, our team kicked into action and alerted customers and provided an update on the situation and processed a full refund for the events that weren’t rescheduled.”
Of the 27 events affected by the New York City blackout, 25 were canceled and not rescheduled with more than 1,500 StubHub orders impacted. Jennifer Lopez’s concert at Madison Square Garden was rescheduled for Monday (July 15), while Dave Chappelle’s solo Broadway show at Lunt-Fontanne Theatre will now occur Sunday, July 21. A StubHub rep notes that for customers who are not able to make Lopez's rescheduled show, the company will automatically waive its sell fee when they relist the tickets on the website.
StubHub’s policy states that the secondary ticketer will provide full refunds including all fees if a show is canceled. For rescheduled shows, StubHub will inform customers of the new date and if their tickets are still valid.