The travelODR Facilitator Training constitutes a innovative, academically based and practically oriented education, which focuses exclusively on resolution of disputes arising in the field of travel, transportation and tourism services.

Developed by startADR after our experience in the European project travelODR where we developed the homonymous travelODR mobile application (app), which allows consumers and travelers to submit complaints and seek dispute resolution in a simple and accessible manner.

The application travelODR operates in Greece and Europe with institutional collaborations and particular interest from tourist associations and professional organizations.

What is travelODR Facilitator?

THE travelODR Facilitator is one specially trained, independent and neutral professional, whose mission is to supports consumers and providers in the tourism and transport sector to fair, effective and accessible dispute resolution through online dispute resolution (ODR).

His role

The Facilitator acts as neutral coordinator, not as a judge or legal representative. Its mission is:

• to facilitates the flow of communication between complainant and business/company,
• to understand and capture the positions and requests of the parties,
• to proposes realistic, applicable and documented solutions,
• to support compliance with consumer, transport and tourism rules,
• to prepare a documented solution proposal, when the parties do not reach an immediate agreement.
  
  

Application in specific sectors

The travelODR Facilitator specializes in managing disputes arising in the following areas:

Air transport:

• Flight delays and cancellations
• Denied boarding
• Loss or destruction of luggage
• Poor service from airlines or agents
  
  

Coastal and sea transport:

• Failure to provide services during transportation
• Delay or cancellation of a flight
• Violation of obligations to transport vulnerable passengers
  
  

Tourist services and accommodations:

• Complaints about non-compliance of the services provided with their promotion
• Cancellation of reservations, additional charges or non-refund of deposits
• Malfunctions in booking platforms
  
  

Local or intercity transport / organized trips:

• Delays, unclear routes or poor service
• Insufficient information or failure to comply with programs by tourist agencies
• Issues of transporting passengers with reduced mobility
  
  

Travel packages and cross-border bookings:

• Complaints under Directive 2015/2302 for package travel
• Failure to provide comprehensive services or termination of the package without compensation
  
  

What travelODR Facilitator does not do:

• It does not work as judge or arbitrator,
• It does not make legal decisions, nor does it impose solutions,
• He does not represent any party.

Its strength is its neutrality, analytical skills and ability to bridge the gap between consumer and business, in a field where disputes often take on a cross-border and technically complex nature.

Action framework: The travelODR application

The travelODR Facilitator has the ability to provide its services within the travelODR mobile application, which was implemented by startADR with EU co-funding and to:

• receives consumer complaints from travel services across Europe,
• facilitates the resolution process through digital tools,
• offers a safe, easy-to-use and accessible out-of-court dispute resolution channel.

What does the travelODR Facilitator Training program offer?

The travelODR Facilitator Training is one high level of specialization for those who wish to play a central role in out-of-court dispute resolution in the travel, tourism and transport sector, in a cross-border and digital environment.

Combines institutional training, practical training in mock cases and access to real complaints through the application travelODR, with the ultimate goal of integrating graduates into the official startADR travelODR Facilitators panel.

 

20-hour specialization with balanced theory and practice

The program includes:

• theoretical teaching with legal documentation, implementation guidelines and overview of European Union regulations
• practical training with mock cases, case analysis and use of decision templates

Each participant obtains specialized knowledge and experience in real-world problem-solving processes via the travelODR application.

Teaching by leading professionals and scientists in the field

Teaching is done by:

• lawyers specializing in consumer and transport law,
• certified mediators and ODR experts,
• designers of dispute resolution systems and mobile applications.

This cross-departmental approach guarantees world-class content with an emphasis on application.

Holistic understanding of the European legal framework

The program offers in-depth analysis and practical application of the following fundamental European legislative acts:

• Regulation (EU) 261/2004. Passenger rights in air transport: delays, cancellations, compensation, rerouting
• Regulation (EU) 1177/2010. Sea and coastal transport: accessibility, information, cancellations, refunds
• Directive (EU) 2015/2302. Package tours and related tourist services: advances, modifications, agency liability
• EU and national consumer law: rights of withdrawal, misleading information, non-compliance with contract terms
• Case law of the CJEU and national courts, for issues of breach of terms of carriage, force majeure, and digital liability

Participants acquire the ability to interpret and apply the main legislative sources of traveler/consumer rights in any type of case.

Practical training in travelODR skills and tools

During the practical week, participants:

• they learn to analyze complaints consumers from the travelODR application,
• acquire skills documented solution proposal based on regulations and case law,
• they practice in cross-border facilitation techniques, taking into account:
  • linguistic diversity,
  • unequal access to information,
  • the culture of dispute resolution,
• are trained in use of mobile dispute resolution tools, case monitoring, sending notifications and evaluating decisions.
  
  

Simulations and mock cases

Participants face:

• cases of delayed flights without compensation,
• disputes about check-in at accommodations from platforms,
• breaches of terms in holiday packages,
• cancellations of reservations without notification,
• complaints from users who were left without service or compensation due to a travel problem.

Each case is accompanied by templates, guidance techniques and a final evaluation by a trainer.

Certification and inclusion in the startADR travelODR Facilitators panel

After successful evaluation:

• Published travelODR Facilitator Certificate from startADR
• The graduate enrolls in official travelODR Facilitator Registry
• Gets the ability to withdraw real cases from the travelODR application
• Joins an international ODR network of professionals in the tourism sector

The program turns knowledge into action and training into professional certification.

Who is the travelODR Facilitator Training aimed at?

The program is aimed at professionals and specialists who want to develop essential skills and a scientifically documented role in the out-of-court resolution of disputes in the tourism, transport and travel sector, both nationally and at a cross-border European level.

Lawyers and legal advisors specializing in tourism, consumer or transport law

Legal professionals who:

• handle passenger compensation cases,
• represent tourism businesses or travel agents,
• deal with overdrafts, cancellations, defaults,
• they wish to obtain specialized facilitator role in ODR applications.

The program offers them:

• access to structured models and solution tools,
• understanding of European legislation with a practical orientation,
• certification and registration with case assignment.
  
  

Executives of tourism businesses, transport companies and booking platforms

Professionals working in:

• travel agencies and tour operators,
• airline or shipping companies,
• hotels, booking platforms,
• transportation or vehicle rental services.

The program strengthens their ability to:

• handle complaining customers in an institutional manner,
• understand the rights of the traveler/customer,
• to incorporate ODR mechanisms for ESG & DSA compliance,
• to train internal complaint management departments.
  
  

Mediators, facilitators and complaint managers

Those who already have experience or certification in alternative dispute resolution (ADR), and wish to:

• expand into the tourism and transportation sectors,
• act as neutral coordinators in cross-border cases,
• enhance their professional profile with travelODR certification,
• utilize their knowledge to collaborate with organizations, platforms or consumer mechanisms.

They acquire skills in applying ODR tools and enter a specialized, rapidly growing field.

Why choose startADR's travelODR Facilitator Training

The travelODR Facilitator Training it's not just a seminar. It's a innovative, European-level professional certification, which offers access to real scope, digital dispute resolution tools and a new professional role in the fastest growing field of out-of-court dispute resolution in tourism.

1. First and only in Europe with an exclusive focus on travel ODR

There is no other specialized educational program dedicated to exclusively in resolving disputes arising from travel, transportation and tourism services through electronic dispute resolution.

Combines:

• Legal training at European and international level
• Practical practice on real user complaints
• Training in digital complaint-handling tools using a specialized mobile application

It is a unique entry point for professionals in a field where the need for facilitators is growing exponentially.

2. Connection to the travelODR application

Education is linked to the travelODR mobile application, which was developed by startADR with EU co-funding and operates on a cross-border level for the receipt and management of consumer travel complaints.

Graduates acquire:

• access to real cases,
• ability active participation in the resolution process,
• accession in official travelODR Facilitators panel of startADR,
• perspective professional development through the startADR ecosystem.

Knowledge does not remain at the theoretical level, but is directly transformed into professional application.

3. Certification with international recognition and tangible professional value

The startADR certification documents the participant's ability to:

• understand and apply the European regulatory framework (Regulations 261/2004, 1177/2010, Directive 2015/2302),
• to support consumers and businesses in tourism and transport disputes,
• facilitate resolution through ODR techniques, mobile application tools and standard responses.

Graduates become eligible for:

• participation in European and national ADR/ODR projects,
• cooperation with tourism businesses, organizations, platforms or provider associations,

Certification is not just training, but rather a career tool in a specialized market.

4. Response to DSA, ESG and modern tourism compliance requirements

The program equips participants with skills that meet the growing demands:

• of Digital Services Act for transparency, resolution and referral mechanisms,
• of ESG (Social & Governance) criteria for user protection and complaint systems,
• of tourism compliance to businesses and online providers, especially where the use of external ADR bodies is envisaged.

Participants can act as catalysts for compliance and quality assurance in tourism organizations.

5. Promotion of professional profile and international collaborations

Upon completion of the program, the graduate will acquire:

• new professional roll (travel complaint facilitator),
• visibility in the partner network of startADR and the travelODR application,
• possibility of cooperation with pan-European alternative dispute resolution bodies, tourist associations, technology companies and applications.

The participant's profile acquires:

• specialization,
• international recognition,
• competitive advantage in the tourism, ODR and customer protection market.

If you want to be at the forefront of change in the tourism and consumer protection sector, the travelODR Facilitator Training is your ideal professional next step.

Next cycle: To be announced soon
Early bird discount 20% for applications up to 15 days from the program start date.

Do you want to receive the top travelODR Facilitator training?

Complete the following training application form now. travelODR Facilitator or contact us for additional information