The Association of German Online Travel Agents (AGOTA, or V.I.R. in German - see here) established an interesting ADR model for online travel disputes. The "Travel Dispute Resolution Panel" (Reiseschiedsstelle - see here) handles consumer complaints regarding online travel issues, ranging from booking problems to defects or breaches in performance. The panel has handled more than 200 cases since its inception in 2005; these cases are brought by consumers, for whom the ADR process is cost free, as the panel and its administration is funded by the members of the organization.
A new and sensible approach, especially since the panel has settled more than 50% of these complaints without having to address the courts.
This is one the examples where ADR can be used by entrepreneurs as a marketing tool, while at the same time providing real and tangible benefits to their customers.
Freitag, 15. Juni 2007
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