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ABTA helps restore consumer confidence with improved online arbitration in time for the winter holiday season

Taking the worry out of holidays - ABTA in conjunction with the Chartered Institute of Arbitrators (CIArb) has launched a new improved arbitration scheme that can now for the first time be completed online, thus making the process even quicker and easier for consumers.

The travel sector may have been a casualty of recent economic events but if recent figures published for the ski season are used as a yard stick it is on the road to recovery. It is estimated that over 900,000 skiers will be taking holidays over the course of the ski season, coupled with 9.1 million sun seekers taking advantage of reduced airfares. This means there is a total of over 10 million people travelling over the 2001/ 2002 winter holiday season. Unfortunately statistics predict that a small but significant number of people are likely to come back with a complaint. However the vast majority of these holidaymakers may be unaware that ABTA, in conjunction with the CIArb, now offer a cheaper, quicker and more effective alternative to lengthy and expensive court battles to seek compensation from travel companies.

Under the new scheme clients, for the first time, will be able not only to submit claims via the Internet but complete the whole process online making it easier, quicker and cheaper.

Further improvements have been made to the process making it faster and clearer - for example, using the drop down menu, consumers using the online form will be guided smoothly through the process. Claims will now be dealt with in less than three months, which compares to 8-9 months on average to go through the small claims court. The maximum amount claimable is £5,000 per person, and £15,000 per group, which also includes up to £1,000 per person for a minor illness or accident. For the average claim of £1500 it will also cost almost three times as much to pursue a claim through court (cost of £195), than through arbitration (cost of £72.50).

Commenting on the scheme Keith Richards, ABTA's head of consumer affairs, said,
" It is now more important than ever that ABTA and the travel industry provide the highest level of customer service. Bad holiday experiences may be unlikely but we have a responsibility to consumers who do have a complaint to offer a solution. In this instance we are confident that the Arbitration Scheme provides them with the opportunity to resolve their dispute in a speedy and cost effective way."

"We have been working in association with the Chartered Institute of Arbitrators to continually implement improvements to the scheme. This latest improvement aims to make the whole process completely hassle free by completing the entire arbitration electronically."

Gregory Hunt of the Chartered Institute of Arbitrators added:

"The ABTA Arbitration Scheme gives consumers with complaints about their holidays genuine choice on how they settle their disputes. This scheme underlines the Chartered Institute of Arbitrators commitment to provide accessible justice without the anxiety and expense of going to court."

For further information please contact

Gregory Hunt
Manager, Dispute Resolution Services
Chartered Institute of Arbitrators
Tel: 020 7421 7444
Email: ghunt@arbitrators.org

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ABTA helps restore consumer confidence with improved online arbitration in time for the winter holiday season

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