Enhancing the Decision Making Process through Relevant Legal Information in Consumer Law Disputes - a Case Study in Air Transport Passenger Rights

This paper aims to describe an initial stage of research related to the introduction of a new completion to the online dispute resolution landscape in consumer law domain. The aim is to include a legal layer into the life cycle of dispute resolution schemes that has not been yet considered. This is part of an intended support-system that aims to provide both consumers and companies with meaningful and relevant domain-specific legal information and awareness about their rights, in order to enhance the decision-making process, to determine the consumer's legal position at an early stage of dispute, avoiding escalation and legal action conflicts. The approach is illustrated by means of a case study based in the area of air transport passenger rights.