An 89-year-old San Diego resident’s long-awaited plan to attend a FIFA World Cup match ended in disappointment outside Estadio Akron in Zapopan, Mexico. Chico Mendez had been eagerly anticipating watching his favored Mexican national team compete against South Korea on June 18, but was unable to enter the stadium despite holding tickets purchased through a popular resale platform.

Mendez’s granddaughter, Paola Hernández, 26, recounted their experience from their hotel in Guadalajara, Jalisco. The pair had arrived early on the day of the match and joined pre-game festivities, arriving at the venue approximately six hours before kickoff. Hernández, who purchased the tickets on StubHub for $6,000, said the tickets failed to load on the platform’s app upon arrival, raising concerns that the transaction may have been a scam.

After contacting StubHub multiple times, Hernández was told the ticket transfer through FIFA’s official system required additional time from the seller. The company advised her to wait until halftime to receive the tickets, but they never arrived. The frustration culminated during the second half, shortly after Mexican player Luis Romo scored the match’s only goal, as Mendez remained outside the stadium unable to join the crowd of 45,522 spectators.

Hernández described her grandfather’s heartbreak at missing the event he had dreamed of attending, saying he was moved to tears just hearing the atmosphere while watching the game on a cellphone outside the venue. The granddaughter later shared their ordeal in a video posted on TikTok, which rapidly gained over 13 million views and prompted widespread calls for the ticket reseller to provide redress.

In response to the viral attention, StubHub issued a refund for the tickets and extended an offer for access to another World Cup match. A company spokesperson expressed sympathy for the family’s experience, stating they were “heartbroken” and acknowledged the situation could not be fully remedied. The spokesperson added that StubHub arranged a VIP travel package with full support for Hernández, her father, and Mendez to attend a remaining game.

The incident has raised further questions about ticket transfer protocols during high-demand events and the reliability of secondary marketplaces facilitating sales through official apps.