International Journal of Tourism, Travel and Hospitality Law 2023

Legal tech and online dispute resolution in tourism Andrej Mićović1* Theoretically and practically, online dispute resolution (ODR) and Legal technology (Legal Tech) are identified as two principles with the biggest potential impact for the protection of international tourists. Legal Tech refers to the use of technology and software to provide legal services and support the legal industry (as an auxiliary tool, semi-automated or automated tool). Online Dispute Resolution is a virtual process of alternative dispute resolution that is technology facilitated. Both Legal Tech and Online Dispute Resolution have the use of technology at its core. The use of technology in the legal service industry (so-called Legal Tech), can serve not only to ease access to justice, but also to ensure accessibility of ODR mechanisms. Unification of legal rules on ODR can be seen as a hardware and Legal Tech tools as a software in achieving the higher level of the protection of international tourists as consumers. The subject of the paper is related to the benefits and challenges of Legal Tech in relation to ODR, as well as to the accessibility requirements, as a conditio sine qua non for ensuring access to justice for international tourists. Keywords: legal tech, online dispute resolution, tourists, accessibility 1. INTRODUCTION For the past several decades the world has seen an explosion in the growth of tourism.2 Inevitably, the rate at which tourists will be dissatisfied with the goods and services they receive will also increase. International tourists and visitors DOI 1 * Associate Professor, University of Kragujevac, Faculty of Hotel Management and Tourism in Vrnjačka Banja; IFTTA Vice-President, Member of the IFTTA-HCCH Committee. ORCID: -5988-4387 2 UNWTO Tourism Highlights, 2020 Edition, English version published in January 2021, available at <