StubHub Launches FestProtect to Compensate Festivalgoers

StubHub has officially launched a new compensation platform dedicated specifically to addressing festival cancellations and attendee complaints. Known as FestProtect, this initiative serves as an expansion of the company’s existing FanProtect Guarantee scheme, providing ticket holders with a structured pathway to claim partial or full compensation when faced with unforeseen disruptions.

Introduced ahead of the 2026 festival season, the program utilizes a tiered rewards system tailored to the nature of the complaint. According to reports from The Financial Times, the system is categorized into three distinct levels:

• Tier 1: Addresses major disruptions, such as extreme weather events or last-minute artist cancellations. Eligible customers may receive access to future tickets for the same festival or opportunities to see the affected artist at a later date.
• Tier 2: Focuses on scheduling conflicts, such as overlapping set times for major acts. This tier may provide users with access to future performances by the artists involved.
• Tier 3: Covers common festival grievances, including issues with excessive crowd density or long queues. Successful claims in this category may result in special upgrades or rewards.

It is important to note that compensation is not guaranteed for every claim. To participate in the program, festivalgoers must provide verifiable evidence of the issue, such as photographic documentation of crowd congestion, weather conditions, or screenshots illustrating conflicting set times.

“Fans are putting more time, travel, and planning into festival season than ever before,” said Jill Gonzalez, Head of Consumer, Product & Tech Communications at StubHub. “FestProtect was created to support fans through the natural unpredictability that comes with live events and help them feel more confident saying yes to festival season.”

The initiative arrives at a time when consumer confidence in live events is paramount. Internal data from StubHub suggests that nearly 80% of festival-goers would feel more inclined to purchase tickets if a formal protection program were in place, highlighting the growing demand for flexibility and peace of mind in the modern EDM festivals landscape.