Stage 1 of ABTA’s ADR service is approved by Government under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulation 2015. It’s conducted by ABTA and can take up to 50 calendar days once you have registered a dispute with us online or via the post, although this can vary depending on the documents you supply.
It’s designed to bring you and the company together. You’re in control and can decide whether to settle or withdraw your dispute at any time and comes at no cost to you. You don’t need legal representation but can be represented by a third party if you wish. You have the option to register online or via post but may find it easier and quicker to use our online process.
ABTA has five ADR officials, which consist of two managers and three Customer Information Advisers. All were appointed on a permanent basis after a rigorous interview to check competency and attend regular training sessions. They are employed on a full-time, permanent contract and are subject to quarterly performance reviews.
We must stress that ABTA doesn’t award compensation or make a decision on your case. If you are unhappy with the outcome of Stage 1, you have the option to continue to Stage 2.
Stage 2 is ABTA's Arbitration Scheme - (which is administered by an independent body). For further information please click on the Arbitration section below.
There is no obligation on you to proceed to Stage 2 and by following Stage 1 it does not prevent you from seeking legal redress through court proceedings. However, if your dispute has previously been considered by a court then you would be unable to proceed to Stage 2.
Whether you register online or via post, we will need the following documents:
Once we have received all your documents, we will review your dispute and look to see whether there has been a breach of the ABTA Code of Conduct or not and may contact the company, asking them to review your case.
This is processed and administered by an independent body and ABTA has no influence on the outcome. This is only available once your dispute has been registered with us and you have been through Stage 1.
Once you have proceeded to stage 1 please refer to the Arbitration rules – Arbitration (Stage 2) Sep 2024.
The scheme allows you to resolve your dispute without going to court; it's faster, less formal and costs less than instructing solicitors. It’s conducted privately upon written documentation and evidence.
The fee to apply for Arbitration is £150 for claims up to £25,000
