The outcome will depend on the case and might be agreed by you and the Service Provider at mediation or decided by the Ombudsman at adjudication. The case outcome may include a refund or discount. We may ask that the Service Provider give an explanation or apology or a gesture of goodwill which could be complimentary travel or a gift.

As an Ombudsman, we have more flexibility than the courts to identify creative remedies to resolve a situation