Resolving travel disputes together

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Welcome to the European network of ADR schemes within the travel and transport sector

TRAVEL_NET: Simplifying travel dispute resolution

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Who We Are

Our mission

TRAVEL_NET is a dedicated network committed to providing high-quality Alternative Dispute Resolution (ADR) within the travel, transport, and tourism sectors. Our members recognize the importance of accessible and effective out-of-court dispute resolution, aiming to save time, money, and effort for both consumers and businesses. By fostering a cooperative European network of ADR entities, we strive to enhance consumer trust and protection, offering flexible and amicable solutions to disputes.

Our mission is to facilitate, strengthen, and improve ADR services across Europe, ensuring comprehensive coverage and accessibility. We achieve this by sharing cross-border cases, exchanging knowledge, and identifying best practices.

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Our Mission

At TRAVEL_NET, our mission is to enhance and streamline high-quality Alternative Dispute Resolution (ADR) services within the travel, transport, and tourism sectors across Europe. We aim to:

  • Facilitate fair and efficient dispute resolution: By providing a platform for neutral third parties to propose or impose solutions, we help parties reach amicable agreements quickly and effectively.

  • Improve accessibility and coverage: We work to ensure that ADR services are easily accessible to all consumers, minimizing gaps in national competency and referring cases to the appropriate member schemes when necessary.

  • Share knowledge and best practices: We promote the exchange of legal knowledge and procedural experiences among our members, fostering a collaborative environment to advance ADR standards.

  • Promote awareness and visibility: We collaborate with consumer and business organizations, the European Commission, the European Consumer Centre Network, and National Enforcement Bodies to raise awareness about the benefits and availability of ADR in the travel sector.

Through these efforts, Travel Net is dedicated to building a trusted, efficient, and consumer-friendly ADR network that supports fair resolutions and strengthens consumer rights within the travel industry.

Members

TRAVEL_NET was launched on 10 November 2017 in Berlin by 13 ADR schemes from 11 countries with the support of the European Commission.

TRAVEL_NET is a growing network which is based on voluntariness and which is open to new members.

Eligible for membership are all ADR schemes, which are competent for travel and/or transport and/or tourism cases, fulfilling the quality criteria as set out in the ADR Directive 2013/11/EU (especially expertise, independence, impartiality, transparency, effectiveness, fairness, liberty, legality) and listed on the EU ODR Platform

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Casehandling Overview

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Typical Cases We Solve

Air Passenger Rights

We help you navigate and enforce your rights as an air passenger, addressing issues such as flight delays, cancellations, and lost luggage.

Car Rentals

From unexpected charges to disputes over damages, we handle all your car rental concerns to ensure a hassle-free experience.

Travel Packages

If your travel package doesn't meet expectations or includes unforeseen problems, we step in to negotiate and resolve these issues on your behalf.

Rail Passenger Rights

We assist you in understanding and asserting your rights as a rail passenger, tackling issues such as train delays, cancellations, and lost or damaged baggage.

Examples of Solved Cases

Case 1: The Lost Suitcase

  • Customer: Mrs. Kraimer

  • Travel Details: Flight to Vienna

  • Issue: Mrs. Kraimer’s luggage was lost, and she estimated her damages at €1,000. Due to the lack of receipts for the contents of the suitcase, the airline initially offered only €100, later increasing the offer to €250 but refused further compensation.

  • Solution: Mrs. Kraimer approached the ADR for assistance. Although she could not provide exact evidence of the suitcase’s contents or specific damages, the mediation process facilitated a settlement.

  • Outcome: Mrs. Kraimer received compensation for about half of her claimed damages, which she found satisfactory.

Case 2: Luggage Full of Dirt


  • Customer: Mr. Nowak

  • Travel Details: Long-distance bus trip

  • Issue: A leak in the bus’s toilet tank caused Mr. Nowak’s luggage to be soaked and soiled with feces. His two large travel bags and their contents were so badly damaged that they had to be thrown away. When he requested compensation, the bus company initially gave no substantial response.

  • Solution: Mr. Nowak sought help from the Austrian ADR. During the arbitration process, the company first made a low offer. After further mediation, the company agreed to pay a flat-rate compensation of €1,000.

  • Outcome: Mr. Nowak received €1,000 in compensation, which covered most of his actual damages, and he was satisfied with the outcome.

Case 3: Nile Cruise Nightmare

  • Customer: Mrs. Meyer
  • Travel Details: Nile River cruise, two weeks, EUR 10,000
  • Issue: Mrs. Meyer and her companion encountered a series of issues: broken ship engine, defective air conditioning, fire incidents, missed excursions, and poor safety standards onboard (no lifeboats, broken life-saving equipment).
  • Solution: The ADR reviewed the case and proposed a significant reduction in the trip price, including partial refunds for the excursions due to the poor conditions and wasted holiday time.
  • Outcome: The group received nearly a full refund of EUR 10,000, compensating for the disrupted trip and loss of enjoyment.

Case 4: Mexican Travel Issues


  • Customer: Ms. Martinez

  • Travel Details: Trip to Central America, including two hotel stays in Mexico, total value of €3,700

  • Issue: During both hotel stays in Mexico, mold in the rooms spoiled the holiday experience for Ms. Martinez and her friends. She requested a 50% refund of the room price, but the travel agency, acting as the tour organizer, refused. The company argued that the mold was due to the climate and claimed Ms. Martinez did not report the issues properly at the time, offering only €100 in compensation, which Ms. Martinez found unacceptable.

  • Solution: Ms. Martinez contacted the ADR. After reviewing both sides’ arguments, the board concluded that Ms. Martinez’s complaint was valid, but her demand for a 50% refund was too high. Considering legal precedents, a 15% daily price reduction was deemed fair for mold issues, along with compensation for other minor defects.

  • Outcome: The arbitration board proposed a total price reduction of €550, which both parties accepted. 
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