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 Courtesy of Set Sail Holidays

arbitration information

The Arbitration Service, which has been devised by arrangement with ABTOT, is administered and managed quite independently by Dispute Settlement Services Limited.

This is a voluntary service available to members to provide an independent means of resolving disputes between you and your customers. It is a small independent consultancy specialising in consumer affairs and related travel subjects. It is a service for tour operators and carriers who are members of ABTOT and for customers who find them in dispute over holiday arrangements.

It offers simple and an inexpensive method of settling disputes by the appointment of an independent Arbitrator to examine the facts and give a ruling quickly, without too much formality and without resorting to expensive litigation and in an atmosphere which can result in the retention of goodwill by both parties. Although not compulsory, ABTOT strongly recommend that you include the arbitration wording with your brochure or booking conditions, when they are next printed, under the heading 'dealing with complaints.'

If you have an unresolved dispute with a customer, you should advise them of the Arbitration Service how it works and the costs involved. The independent arbitrator will examine the facts and give a ruling quickly, without too much formality and without resorting to expensive litigation and in an atmosphere, which can result in the retention of goodwill by both, parties.