Training day

A Practical Guide to Arbitration

    04 June 2024
  • Venue:
    ABTA, 30 Park Street, London, SE1 9EQ
  • View agenda
  • Book online

Event details

This one-day practical training will provide a comprehensive guide to ABTA’s Alternative Dispute Resolution (ADR) processes, specifically the arbitration and conciliation schemes.
Arbitration provides a more cost effective, quicker and less formal alternative to court. These schemes, which use an independent body to reach a fair and impartial outcome, have become a popular solution for resolving customer disputes in travel.

About the event

Understanding the arbitration and conciliation processes are extremely important for all staff involved with handling complaints and dealing with disputes. Attend this seminar to get a better understanding of the benefits of both schemes and learn how to prepare for future cases.

Explore how a decision is reached in conciliation and the role of the conciliator, and what to expect from the process. Learn what a good arbitration case looks like in order to avoid common and often costly errors – how should you respond and how should your case be presented? Get guidance from experts to ensure that you get the result that works best for your businesses and for your customers. 

Hear from ABTA and industry peers on the common lessons learnt. Get insight from experts who will use real life examples to demonstrate what an arbitrator is looking for in a defence and how they come to their decision. Apply this insight when setting out your next defence. 


Moderator: Charles Fachiri, Senior Customer Information Manager, ABTA

Charles started his career in travel in 1987 when he worked for Sunmed Holidays, in the overseas operations office in Turkey and upon his return to the UK within the reservations and customer relations departments. He later moved on to work for Cosmos within the same field of customer relations, where he inspected hotels and followed up on complaints in destination. Charles then moved into the cruise sector where he worked for Royal Caribbean Cruise Lines. In 1997 Charles joined ABTA and now is the Senior Customer Information Manager.

  • Gregg Hunt, Managing Director, Hunt ADR
  • Marcus Rutherford, Head of Hunt ADR Arbitrator Panel and Chief Appeals Arbitrator, Hunt ADR
  • Alex Padfield, Director, Hextalls Law 
  • Michael Wallis, Customer Success Manager, Discover the World

Benefits of attending

  • Gain a better understanding of the processes and benefits of ABTA’s arbitration and conciliation schemes 
  • Hear how an arbitrator comes to a decision and understand the common mistakes made by travel businesses 
  • Improve your understanding of ABTA’s customer support processes 
  • Get top tips on preparing for a case and learn from good and bad real-life examples 
  • Hear from, and network with, industry peers, ABTA and dispute resolution experts 

Who should attend?

This seminar is ideal for staff who are involved in the handling of complaints and dispute resolution and would like to gain a better understanding of how the arbitration and conciliation schemes work. The seminar is designed for large and small companies including the following teams:

  • Claims and dispute resolution
  • Customer service and support teams
  • Legal and compliance teams.

Event prices

ABTA member/ABTA Partner* rate – £259 plus VAT 
Non-member rate – £399 plus VAT 

This includes lunch and refreshments throughout the day, all delegate materials, presentations and an attendee certificate. 

Make payment by credit or debit card. 

View our booking terms and conditions here.


  • Book three places and get 50% off the third place.
    (This discount will be automatically applied when you book online.)
  • If you are looking to book for a larger group please contact for a bespoke discount.

*To qualify for the ABTA member/Partner discount you must have a current ABTA member/Partner number or your application must be in progress when the event takes place.

Non-members are welcome to attend. For information about becoming a member click here.

Event sponsorship

For information on sponsorship opportunities please contact Sara Dolan on 07766 517 611 or email

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