Hunt ADR Limited Recensioni 

Had an issue with being mis-sold the room type at our 5* holiday location. Paid full price for 3 people for a family room only to be allocated two full size beds and a fold up camp bed for my 14yr old daughter. After loosing lots of holiday time trying to get the hotel to give us what we had paid for, they finally gave us the room type we had paid for 5 days into our 14 day holiday. Contacted TUI the Rep on our second day and she said they could not do anything about it. TUI head office offered me an insulting amount of compensation on day 3 of our holiday to keep me quiet and close the matter, however I declined their offer and told them I would take the matter up on my return to the UK. After speaking to TUI on my return to the UK they would not offer anymore compensation. I took the matter to ABTA who were not able to make TUI change their decision. ABTA told me I could contact Hunt ADR and pay £108 for them to look at my case and they would speak to TUI about my case. I paid my £108 and submitted my damming written and photographic evidence within the agreed 7 days to Hunt ADR.
TUI then had 28 days to respond, and guess what? They responded within 6 days offering the full amount that I initially requested and my £108 Hunt ADR fee.
I should not have had to go to the lengths that I had to for this matter to be resolved, these big travel companies think they are a law unto themselves, threaten them with a proper arbitrator and they think again. Job done thanks to Hunt ADR.

We had a genuine complaint against a holiday company (the ones who wear red and were previously owned by Mr Branson) after being allocated a horrendous villa in Florida in the summer of 2023. We went through the whole complaint process with them during and on return from our holiday. We refused to stay at this villa (it was beyond habitable for wild animals) and after much stress, anxiety and distress, we were eventually accommodated in a suite style 3* hotel which was not indicative of a £13k holiday that we paid for. This trip was a once in a lifetime event for us and our children so we went all out putting our trust in this holiday company....never again. After many letters, emails, photos and calls the company refused to acknowledge they had breached their contract. We took it to ABTA who are not great either and really do not see the point of involving ABTA at all as they wouldn't even look at photographs! No resolution found so we followed stage 2 and applied to Arbitration which is the only option through ABTA and paid the £108 fee. Another expense and another re-living and re-submitting this anxiety inducing event. What strikes me as ridiculous is that the RESPONDENT has the final say. They get 28 days to submit their 'defence' to your complaint (which they are fully aware of because it had been going on for months) then the CLAIMAINT (me) only gets 7 days to submit a response to their defence. The defence was fully of lies, half truths and down right upsetting text. They then get another opportunity to respond to your response and you get nothing even though you raised the claim in the first place!! I submitted message after message and phone call to HUNT ADR requesting a meeting or follow up as the written word is all they take into account. There is no humanity or empathy in this process. They refused stating written documents only therefore being able to express the injury to ours and our children's mental health and well being over this horrendous experience could never be conveyed. I had to contact them 2 days after the 28 day period for the Arbitrator to reach his decision to ascertain if a decision had been reached or if he required further documentation as the time frame had elapsed. I received no reply to that message through their portal and as I had been checking the case daily (sometimes several times a day) to see if a decision had been reached, there was after our message, the final letter of decision. Whilst we have part succeeded and been awarded a few hundred pounds, the whole experience was ghastly. I think they make it extremely taxing and difficult for the common man or woman to navigate this system and to award us only a few hundred pounds after the significant time invested personally and emotionally was beyond disappointing. We have however, accepted this to bring closure and my advice would be avoid arbitration and take it to the small claims court. I hope to never find my family in this situation again but if I did, I would definitely bypass arbitration and go to court. We have learnt a lot through this and will never travel to Florida with this Atlantic Holiday company again or anywhere else for that matter and avoid this Arbitrator if possible. One saving grace is that by partly succeeding in our claim that we didn't have to pay the fees of the holiday company - we would have refused to do that and seen them in court.

Fantastic service, when we were told time and time again by our travel agents that there was no case to answer, using the arbitration service ensured that our claim was heard and rightfully upheld. Can't thank them enough! I would fully recommend anyone who has a grievance to follow through the process as it is so worth it.

Friendly, very helpful and efficient during the entire procedure. The polite staff are a a credit to the company.

Whilst the process is a lengthy one, claim started on the 12th of July and settled on the 10th of October, the overall experience was a good one. Having read some of the negative reviews I would suggest that these are only as a result of the people having lost their case and feel an injustice, not necessarily an accurate review of the service received. One mentions no clear advice that you have to pay the costs of the other party if you lose, whereas this was clearly stated when we applied and something we took in to account before proceeding.

In any case, we had a few issues whilst on holiday in terms of building work and a flood within the room, where the travel company, in our case, TUI, offered minimal recompense on site and slightly more once back in the UK. I would suggest that this is standard practice for them, they seem to take the view that many people will not pay the arbitration fee at risk of more loss, so do not pursue them, but I would suggest that if you have a genuine case that you feel should result in compensation then you should pursue it, as a matter of principle, provided you have the funds to do so.

Our claim was detailed and had photographic evidence as well. I would say that we were kept informed of all the dates that TUI had to reply by and what was required of us to meet deadlines as well. The only part I would take issue with was that TUI had a date with which to respond, they chose not to, then they were afforded a second date to respond once a copy of the booking confirmation was sent, to my mind they had their chance to put their views and chose not to, so should not be afforded a second opportunity.

Regardless of this, once the date had been reached for the final deadline we received the outcome shortly after. From our point of view this was the best part of the experience, not only was this extremely detailed, it confirmed our suspicions that TUI were most certainly at fault and also broke the terms of contract in areas we had not even been aware of. This gave us the most satisfaction, to know that our case was genuine and we, as consumers, were in the right.

Once an award was made TUI did then contact us promptly and a payment was made, for the award, as well as our costs. The handlers I spoke with at Hunt ADR were always helpful and replied to my questions promptly, so I would have no hesitation in using them in the future, although I hope I do not have the cause to do so.

As a chartered accountant myself and bound by certain professional compliance and governance standards I am leaving this review in absolute disgust in the manner my claim has failed to be managed by the so called professional ADR Hunt Travel/Holiday Arbitration Service.
Not only was the delay of many days unacceptable but the lack of basic compliance against its own process protocol ( or any minimal professional service procedure protocol ) abhorrent.
For example , I was advised by the arbitrator I had a certain timescale to provide certain information for which I was reliant on from a third party . I provided the information 24 hrs prior to the specified deadline time/date only to be advised his decision had already been made. Further to this for an unrelated reason he chose to revise the decision without explanation.
The purpose for using the arbitration mechanism was to resolve the stress of a situation professionally and quickly. My experience was that it merely added to both these unnecessarily as a result of its poor independent review process I.e they failed to read and relate important corroborating information. I am in the process of liaising with the Chartered Institute of Arbitrators in order that others do not receive the same service from this organisation.
My advice would be don’t waste your time or money. Try an alternative provider or alternative which I shall be doing I.e the County Court Small claims service.

The ArbEx Scheme provides a useful, low cost alternative to court litigation for users, and a valuable mentoring and development scheme for arbitrators. I found the HuntADR platform easy to use and appreciated the support available from the Admin Team and Gregg. I would recommend the scheme to qualified arbitrators looking to develop their experience.

They forget to point out in a clear and concise manner that should your claim fail, you are responsible for the travel company's costs, as well as your own. Read the small print first.

ABTA's Stage 2 Arbitrator
Unable to reach a resolution with our tour operator using Stage 1 of ABTA's arbitration process. Before deciding whether we wanted to continue into Stage 2 of arbitration (using Hunt ADR) or via Small Claims Court route I attempted to contact Hunt. Left a message including contact information although it took them almost 2 weeks to return my call. This is quite disconcerting as Hunt ADR are ABTA's independent arbitrator. This all adds to our poor opinion of the ABTA system.

I have completed the online, Foundation in Mediation and ADR Training Course with Hunt ADR Ltd. I found the course informative and gave a general overview of the main topics of the legislation and process for ADR and specifically the mediation process. This course would be a good introduction for someone interested in becoming a mediator.

A friend of mine recommended I reach out to Hunt ADR to get some hands-on arbitration experience after qualifying as an arbitrator through RGU and CIARB.
I have dealt with many aspects of the dispute resolution process throughout my professional life.
My love for writing led to law studies that I continued through writing arbitration awards - which is something that I wanted to do for a very long time. Arbitration is based on natural law principles.
For the past four months, I spent almost every weekend and late evening reading through evidence, understanding parties' positions and writing awards.
I warmly recommend the arbitration course with Hunt ADR and Arbex for people who are keen to practice as arbitrators as part of their careers. It is a very dynamic and very engaging process.
I will close my review with Lord Neuberger's quote: "Centrally, arbitrators have a duty to act fairly, to treat the parties before them equally, and give each party an opportunity to put its case. This is enshrined, for example, in Article 18 of the UNCITRAL Model Law, along with every modern arbitration statute. This has been termed “the Magna Carta of Arbitration”.

Absolutely appalling,
Clearly did not look into the evidence I provided as most of this was conducted on resort either face to face or over the phone,
Obviously they took the company’s word over the customer which is more than likely due to loyalty between them,
Will not be holidaying abroad as it isn’t worth paying over the odds for a holiday that will more than likely have problems (isn’t the first time), and you (ME) ends up paying Arbitration for the privilege of ruling against the customer,

Fair and full explanation of findings, easy to use, professional service. I would definitely recommend them to anyone who has had serious issues with a holiday company. In my case TUI.

Appalling Communication, you can never speak to a person, chaotic software, generic emails to problems, more hassle than the complaint they are handling!!!!
Wish I'd never got involved with them. I would simply prefer a refund on my initial payment and walk a way.

A fair, honest and professional company and I am happy with the result. Albeit a slightly slow turnaround due to the volume of cases they deal with but communication was clear and helpful. Would definitely use again.

I thought it would be complicated and wasn't going to bother, but all was straight forward. I did have some issues downloading the correspondence to the portal but my son did it for me! After 6 months I got a positive outcome. So pleased!

My complaint was backed up with numerous trip advisor reviews ,which are acceptable, but not once were these mentioned at any time, so from the beginning I had no chance of succeeding. Go to the small claims court, it is so much easier and made clear as to what happens. I don't even know if my evidence was taken into account.
This is an update after reading their reply. Before I submitted this review I asked whether the Arbitrator had looked at the reviews as evidence and they could not confirm this, they still can't - they only assume so because it was uploaded.

Bad experience.
The process was slow, communication wasn’t great and “action dates” were often missed, not major issues, but compounded by the fact that when the arbitrator did make his final decision, he got basic details of the case completely wrong. The details were pivotal to the case, and well evidenced. It’s frankly unacceptable for an “award” be made based on information that is factually wrong.
I suspect that the arbitrator did not have the time/motivation to review the case with any seriousness, but it also possible that the potential for these large travel firms to partner with a different arbitration firm for their future work loads does affect Hunt ADR’s impartiality. Either way, aside from the financial implications, it’s deeply frustrating that the travel agency has not been held to account. The travel agency in question has countless negative reviews for ripping people off in similar ways to what I experienced, and certainly in my case they have now been allowed to act with impunity.
It should be noted that before leaving this review, I did contact Hunt ADR directly to resolve this. With regards to their complaint’s procedure, I was told;
As you are aware, in line with our Service Complaints Procedure, we are only able to accept and investigate specific types of complaints, and I must remind you that the complaints which we are not able to accept are those which concern:
• the content of an Arbitration Award;
• the process undertaken by the Arbitrator in reaching their decision; or
• the validity of the procedures, rules, or timescales for the Scheme.
Refusing to accept complaints on the above points seems utterly ridiculous, as it basically means they will not accept complaints about any aspect of the service they offer!!!
When I did lodge a complaint, it took 5-6weeks to receive a response, and this was only after I prompted them. Their response was just to reiterate the above, and not to address the issues raised in my complaint.
I have now asked for the CEO to review the situation and have asked for details of any governing bodies that regulate the arbitration industry, so Hunt ADR’s handling of my case can be reviewed by an external party.
I would strongly advise using the small claims court instead of Hunt ADR.

as long as they the get their initial money they forget about you,if you wan to pursue the case the start asking for more money ,you better off with a solicitor or citizen advise,DON'T PAY THEM ANY MONEY

Tui refused to provide a detailed response as required by the ABTA Code 5b.
ABTA refused to investigate 15 breaches of Code and suggested I use their Arbitrator which will cost even more money.
Arbitrators are normally chosen by agreement by both parties, often from a list presented to them. This supports independency. I am sure HUNT would agree with this principle.
But ABTA dont appear to give this option and therefore the process starts from lack of independence or trust. I now see that HUNT receive majority negative feedback from people that have used them. So, the Law it will have to be
UPDATE Abta have confirmed again, internal review. Up to 6 mths to carry out. Not commented on arbitration process being totally selected by them. In summary, no comfort to consumers other than financial if the tour operator goes bust. They are supporting a Tui complaints process designed not to answer detail of any complaint, even when possible fraud and breach of GDPR has occurred.
In response to HUNT - in my experience arbiters are not chosen by the party looking after the interests of the alleged party. You are not a judge so comparison invalid. Most of the positive reviews I have read about HUNT relate to training services. You appear to have not indicated the percentage of your income for arbritation services coming just from ABTA, no doubt commercial secret. I will judge on your lack of transparency. Beware consumers, especially those of Tui who will not give you a detailed response, as require by the Code which has no teeth, even if there is suspected fraud, WHICH THEY REFUSE TO COMMENT.