From what I’ve read, it can go either way (note: not a lawyer).

Arbitration is easier for people to seek compensation, but it usually prevents any significant damages and doesn’t set a legal precedent that others can use to easily get compensation.

Court cases are harder to start and generally require a lawyer, but if you win you can get significant damages and it can set a legal precedent.

So it’s usually best for the consumer to have a choice on how to pursue issues. I have seen a lot of companies lately update their terms for arbitration only though, so this is at contrast with how most companies I’ve seen are handling things.