Hunt ADR Limited Avis 238

HuntADR turned admitted confusion by the holiday company into the customer’s problem.

I used Hunt ADR after Loveholidays gave me unclear and conflicting information about the cost of transferring my holiday booking. I received a confusing quote, so I did the sensible thing and called Loveholidays to ask what I actually needed to pay before deciding whether to proceed or cancel.

Their own agent then became confused and gave me a higher, muddled explanation. HUNT ADR’s own award even says: “I accept this part of the call was confusing.” They also said the agent “should not have treated” part of the cost as additional if it was already included, and that the later figure “appears to have confused the explanation”.

That is their wording, not mine.

Yet somehow, after accepting that Loveholidays’ own agent confused the explanation, HUNT ADR still decided I was responsible for relying on what that agent told me.

Make that make sense.

The whole point of calling Loveholidays was to get clarity before making a financial decision. If the company’s own trained agent could not clearly understand or explain the quotation, how was I, as the customer, supposed to work it out correctly?

What made it worse is that HUNT ADR effectively decided the confusion did not matter because, in their view, I would not have proceeded anyway as the transfer was more expensive than I had hoped. That is an outrageous assumption. I should have been given the correct information at the time and allowed to make my own informed decision.

Instead, Loveholidays gave me unclear information, their agent confused the figures, I cancelled based on that explanation, and HUNT ADR still found a way to side with the company.

In my opinion, the process felt heavily weighted in favour of the holiday company. HUNT ADR acknowledged the poor communication, acknowledged the confusing explanation, acknowledged that the agent should not have explained the figures that way, but still left the customer to carry the loss.

This did not feel fair, independent or consumer-focused. It felt like a box-ticking exercise that gave the holiday company the benefit of the doubt at every turn.

I would not recommend this route to any consumer.

If you are considering using the ABTA Arbitration Scheme managed by Hunt ADR, you need to understand exactly what you are walking into before you risk the £150 registration fee.

This is marketed as a consumer-friendly way to resolve travel disputes, but in reality, it is a strictly rigid, document-only legal process that heavily favors the tour operators' tick-box paperwork over common sense.

Even if you have timestamped photographic evidence of severe safety hazards or a ruined holiday, and even if you prove the tour operator paid out to other passengers for the exact same issue, it may not matter.

Arbitrators will use strict contractual loopholes to dismiss your visual evidence if you didn't follow the tour operator's exact procedural chain of command while on your holiday (such as calling a specific UK 24/7 hotline rather than dealing with hotel management directly).

Do not enter this process thinking common sense or undeniable photos will win the day.

If you missed a single procedural step in the tour operator's fine print while you were trying to manage your holiday, you will likely lose your case, and you will forfeit your £150 fee to the company that ruined your trip.

Proceed with extreme caution

Having read the reviews on travel arbitration after submitting my claim this did worry me a little. However, it turned out absolutely correct!! WARNING - go via small claims court. The travel arbitration is extremely bias makes no sense and lacks investigation… Within my response it states I did not provide evidence of call length and calls with travel company. However, they did not contact me to ask for this information.. This is a money making service that does not act in fair justice as a court would. This is my pre-warning to all directed to use this service.

I was failed by the travel company when left in -3 conditions with a suitcase full of summer clothing. Forced to buy clothing to stay warm. The travel company not being able to get us to another port even when the airstrike was lifted. It took several days before being able to return home. On top of this they put my refund into my companions credit card when each person paid individually for the trip. My companion can’t sort the issue out but it’s okay for the travel company to do this. Appalling decision!!

I completely agree with what everyone else is saying on here: Hunt ADR is utterly useless and openly biased toward big travel brands. Our party of 5 was completely mis-sold a hotel as a "5-star" luxury resort. I spent hours and days gathering absolute ironclad evidence—clear photos, videos, and submitted my complete WhatsApp logs with On the Beach telling us it would cost us thousands to move hotels. The more serious issue we had was where two men walked into my son's and his girlfriends room whilst they were in the room this was disregarded and ignored because we did not report it to the police ect. Even though we have video of us reporting at the desk to manager/supervisor. It seems the arbitrator completely disregarded every single piece of visual and written proof to protect the holiday company. Sometimes common sense should be applied. Anyone with basic common sense could look at the photo or video and see a hotel is not a 5-star, but they choose to ignore it. I just recently found out they are more of a "documents-only" process, like look at the terms and conditions of a holiday company, so as far as they are concerned you bought a service and the holiday company gave you that service. I do not see what the point of this Hunt ADR is ? What is the point of consumers wasting time gathering evidence if they just ignore it? and ignoring security breaches. The whole process simply does not work for the customer. I seriously question who these people are and if they receive any proper training whatsoever, because they completely lack basic common sense and fairness. To make matters worse, their "impartial" system hit me with unfair fee deductions, leaving me with a pathetic £10 on one booking and ordering me to pay £110 on the other. It is an absolute farce and disgrace. Do not use them; take your case to the Small Claims Court. This system does not work for the consumers.

Attended one day on-line mediation training.
The training fulfilled its aim of giving three practitioners near "real life" experience of three mediations. The support materials were carefully prepared and gave food for thought. It was designed as a collaborative exercise between the three participants. We came away with valuable new insights and 6 hrs CPD for the Civil Mediation Council

Clear evidence of bias in favour of holiday companies. DO NOT TRUST THEM. The system is loaded against the customer. They deliberately misinterpret claims and dismiss evidence as opinion and it will take them 6 months to do so. If your holiday company lets you down, do NOT CHOOSE ARBITRATION. Go to court.

Disgraceful Treatment No Care for Customer Safety or Families

Arbitration Failed Us Completely Deeply Unfair and Disappointing

I entered this arbitration process in good faith expecting a fair and independent review. Instead what I experienced was a process that failed to properly recognise the seriousness of what my family and I went through.

This was not a minor complaint. We endured unsafe and unhygienic conditions throughout our holiday including sewage flooding, contaminated water, cold and unsafe food, faulty furniture that collapsed and caused injury, and a child being trapped in a bathroom. These are serious health and safety issues not inconveniences.

Despite submitting clear evidence including photos, videos, medical records, and a detailed timeline the outcome did not reflect the reality or severity of the situation. Key facts were either downplayed or not given the weight they deserved.

I suffered a physical injury that required medical attention and I am still experiencing ongoing pain. My children were exposed to unsafe conditions and distress throughout the trip. Yet the decision does not come close to addressing the full impact on us as a family.

What is most concerning is that the process felt more focused on limiting liability than delivering a fair and just outcome. For a system that is supposed to protect consumers and hold companies accountable this result is extremely disappointing.

This experience has left me with very little confidence in arbitration as a fair route for resolving serious complaints.

If this is what independent arbitration looks like then consumers should be very cautious about relying on it for justice.

15/04/26: Update Having given ABTA the opportunity to present the evidence they felt was unusable but replied via silence and now TUI have confirmed by freedom of information request that I had received all the data in 2025 was complete.

It is becoming clear your report of Jan 26 was built on hearsay and any evidence of 27/06/25 never made existed and yet you still made a report ? Doesnt any arbitration need evidence of actual facts ? Yet you still presented a report on Jan 26 but TUI have provided and confirmed that I have all data and there is no evidence of any telephone communication between myself or TUI on 27/06/26 so your report was built on hearsay.

I was advised by ABTA that you would review all evidence and a judgement would be placed on the truth. In this case there is no basis to your report or facts which in turn makes it fraudulent based on unknown evidence.

I wish you good luck on your future presentation of your evidence and my case against your fraudulent report/claims.

HuntABR - stop sending standard replies your incompetence which is beyond belief you do not review the real evidence as I have clearly shown and now you need to answer your fraudulent activities/practises to the authorities

I have the evidence do you ???

After experiencing HuntABR via ABTA it has become clear this company/service is unfit for purpose.
My point in question if I’m on holiday in Orlando with TUI and they supplied incorrect dated theme park tickets and they claim they spoke to me on the day while in the theme park. Why didn’t TUI email over the tickets to cover the remaining 12 days of my holiday to rectify there mistake.
But when I asked Hunt ABR this question for TUI to take reasonable action to correct matter , Hunt ABR requested a further £350 to review the case.
So I’m taking this to the authorities as I feel this kind of reasoning is not acceptable in this day and age plus ALL companies have to be held accountable for there actions.
The evidence was supplied to me via TUI so why didn’t HuntABR cover this in there initial investigation ? But instead I have to pay a further £350 to get answers to evidence supplied from TUI ?
This practise has to stop to demand money to review the evidence that HuntABR should have done in the first place is not acceptable.
If HuntABR do not wish to review evidence correctly which in this case is clearly shown then a serious disservice is being done to the British public and also looks very bad for ABTA.

I happy to discuss this matter with both parties or let the authorities deal with this fraudulent practise for a job they should do correctly the first time.

FYI: HuntABR I have the telephone recordings of this evidence from TUI if you wish a copy before the authorities start to review your practise?

Unfair process, heavily weighted in favour of the travel company
I had a very disappointing experience with Hunt ADR and would not recommend them.
My case involved a lost/mishandled cabin bag during a package holiday. On arrival, we were explicitly instructed by the tour representative to proceed to dinner while staff handled and transferred our luggage. Our cabin bag subsequently went missing for several days and, when returned, items were missing. This caused significant disruption, including loss of essential baby items while travelling with an infant, and resulted in 3–4 days of our holiday being heavily impacted.
Despite providing detailed evidence, receipts, photographs, and a clear timeline, the claim was rejected in full. The decision focused narrowly on whether “custody” of the bag could be proven, concluding that it could not — even though the luggage was taken as part of the organised arrival process.
What is particularly concerning is that the decision appeared to heavily favour TUI’s position, despite them providing no clear evidence to substantiate key claims (such as their alleged luggage procedures or sticker system). Their version of events was effectively accepted at face value, while my evidence was dismissed or given limited weight.
The process felt overly technical and rigid, with little consideration given to real-world circumstances — particularly travelling with an infant and being left without essential items in a foreign country. The broader issues of poor service, delayed assistance, and loss of enjoyment were not meaningfully addressed once liability was denied.
To make matters worse, not only was no compensation awarded, but I was also required to pay the arbitration fee, which adds insult to injury.
Overall, this felt neither balanced nor consumer-focused. It raises serious concerns about fairness and whether consumers truly have an equal footing in this process.

The team at HuntADR are brilliant, I was a little apprehensive about mediation as this was all new to me. However, I should not have worried, they put me at ease and I found them to be genuinely nice and caring people who are experts in their field.

Agree with previous people who can clearly see how Hunt are massively in the pockets of the bigger companies. Definitely consider taking your claim to Small Claims Court, I wish I had. ABTA, ADR, Ombudsman and all the other so called ' mediation ' companies are pocketed by the larger firms. They all want you to believe that you have a minor chance of a say, BUT YOU DON'T!

I thought these people would help…they don’t it’s all a massive con. I’m now out of pocket the first 150 I paid to use them and now they claim I have to pay a further 150 to TUI. I was massively missold a 5 star holiday. Half the complex was closed without sufficient warning. Our room was wrong on arrival. The place was dirty and I incurred a bad injury due to broken parts of the hotel. Yet I get awarded nothing!! I sure can see who line this companies pockets - not people like us that’s for sure.

Unfair award issued in relation to complaint against JTA Travel.
We paid for an all-inclusive package holiday to Lanzarote and on arrival the hotel was closed. We were put in an alternative hotel that was substantially below the standard we paid for. Huntadr reviewed our complaint against JTA Travel, found them to be in breach, and said they needed to refund the price difference between the 2 holidays, as well as compensation. The price difference was £2373.04, and the arbitrator awarded £1850.00. So we are out of pocket on the price of the holiday and still not had any compensation for the distress. We find this very upsetting and have now asked to make a formal complaint with Huntadr.

Excellent training for new mediators, accessible and approachable delivery by the expert team at Hunt ADR. Have already recommended to others.

Avoid at all costs!!! Terrible company, clearly in the back pocket of the big travel companies…save your money and go to small claims court.. sided with Tui when the evidence we were mis sold a holiday was clear
Scam scam scam..money making at its finest

An absolute waste of 2 months and hours gaining evidence of Hays Travel disgusting behaviour, bad communication and not even receiving the final decision from Hunt ADR but from Hays!!!!! Pointless waste of time using these people

The decesion maker failed to get correct booking confirmation which they said made there ruling based on website images which had been changed since taking to hunt adr and description changed which tui said to me they would pass to relevant team to do it was also based on a staircase from images in result of coming to there decesion yet a stair case ment nothing to us as ou booking confirmation states terrace so no need for a stair case as terrace is ground floor. staircase is only needed if have a balcony . They also said offer from them was offered to me to get rid of complaint to stop it being costly. Yet if they had looked at it fully and abta part the offer was made in resort at time of holiday by the rep at the maximum they could offer but said fill in form when home as it was to low but that is max they could offer. The decesion maker was not impartial at all in this case and failed on many levels

I'm relatively new to AI for Mediation. Gregg & Kelly made the subject interesting, informative and thought provoking. I'd have no hesitation in recommending the course to others (I've already done so!)

Great AI training course in Belfast with Gregg and Kelly. Learned all about the technology and the risks involved. Some useful live exercises in the course using ChatGPT.

I recently completed the Mediation course and found it both enjoyable and very well thought out. The content was clear, practical, and delivered in a way that kept me engaged throughout. The trainers were knowledgeable and supportive, making the learning experience smooth and insightful. I would highly recommend this course to anyone looking to develop strong mediation skills in a professional and structured environment.