5 ways the World Cup ticketing process is a complete design fail

FIFA's World Cup ticketing system is under investigation by California, New York, New Jersey, and Texas for alleged false advertising and excessive pricing. Reports indicate the system prioritizes profit maximization over fan experience, deviating from standard online ticketing practices that emphasize transparency and ease of use. Users encounter significant friction, beginning with a choice between "last-minute sales," "marketplace," and "hospitality" on FIFA's website. Selecting "last minute" leads to a captcha, followed by a waiting room with a countdown timer, which can initially display wait times of up to 23 minutes. Missing the subsequent five-minute entry window requires rejoining the queue. Further complications arise within the sales portal, where users must navigate multiple options, including a link to hospitality packages and an "enter here" button that directs them to a login page before accessing last-minute tickets. Fans have reported hours-long wait times and confusion due to the complex interface and additional steps required to purchase tickets. The system's design includes measures intended to block bots, but these have contributed to user frustration and a time-intensive purchasing process.