A Practical Guide to Dispute Resolution

Understanding the arbitration and mediation processes is 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.

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. 

• The basics of arbitration and mediation
• Advice for preventing a case from escalating
• Mediation in detail
• Industry case study: preparing your case
• Responding to arbitration cases: drafting your defence
• Comparing arbitration and courts
• Step-by-step guide on how to prepare for going to court
• The appeal process
• Ask the experts.

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.

• Asha Bhimji, Customer Claims Team Manager, easyJet holidays
• Gregg Hunt, Managing Director, Hunt ADR
• Irena Jasinski, Senior Customer Services Executive, Saga Travel Group
• Alex Padfield, Director, Hextalls
• Marcus Rutherford, Head of Hunt ADR Arbitrator Panel and Chief Appeals Arbitrator, Hunt ADR
  
   

• Gain a better understanding of the processes and benefits of ABTA's arbitration and mediation schemes
• 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. 

This training day 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 mediation 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.

ABTA member/Partners:

Early Bird member rate - £249 
Standard member rate - £279

Non-members:

Early Bird non-member rate - £389
Standard non-member rate - £419

Early bird rates will expire on 25 April. 

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.

Discounts

• 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 events@abta.co.uk 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.

For information on how to promote your company at this event, please contact events@abta.co.uk.