The Foreign and Commonwealth Office (FCO) has suggested against all but essential travel to foreign countries, cities and areas. This includes two main travel advisory notices: 1. If you are overseas, return to the UK as quickly as possible if commercial flights are still accessible 2. If you are currently in the UK, do not travel abroad except if it is utterly essential Many airlines are now announcing cessations of flights and the stalling of aircraft after the announcement that several countries are implementing ‘lockdown’ of borders and the restriction of travel to slow the spread of the virus.

The Government has proclaimed a collaboration with airlines to plan special chartered flights. These will return residents that are currently stuck abroad. More information will be issued by the government’s travel advice, all British embassies and all British high commissions. A committed travel management company will be used for marooned residents to reserve and pay for the flight back home.

More information on travelling abroad and present government recommendations are accessible at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their region – Entitled to a repayment or, in some cases, the option to rebook for some other date.

Flight and Holiday Cancellations

Flights as part of a package holiday

Entire amount of the holiday will be compensated. This is happening automatically for some patrons, but customers can contact the company that they booked through for additional explanation.

Flights and hotel booked individually

Customers are advised to call their hotels, requesting a repayment/modification in dates. Various airlines are letting commuters to rebook flights for free.

In situations where the hotel and place are open, and the booking is non-refundable, then travellers may miss out.

Travel Insurance policies

Patrons are advised to certify the details of travel insurance policies that they have procured. These may offer financial reimbursement in conditions where other means do not.

If patrons have planned travel to affected regions after a notice was published in the zone, then there is a possibility that any insurance policy may be invalidated by this. Customers are urged to ensure the details of their insurance policies and if at all doubtful, contact their insurance company straight for more information.

New travel insurance policies

In light of present affairs, many insurance companies have terminated selling new travel insurance policies and, in certain conditions, have modified cover as a consequence of the coronavirus outbreak. The Association of British Insurers has declared that travel insurance is a product meant to be utilized in unexpecteed situations, and owing to the current situation, problems surfacing as a outcome of coronavirus are no longer deemed ‘unforeseen’.

Already abroad and no channels of getting back to the UK – Airlines have a responsibility of worry to those passengers abroad if they have cancelled a return flight. The airline must also pay for any additional costs for accommodation and any food vital. For those customers who have accepted a repayment, then the responsibility of worry finishes here. It is then the responsibility of the commuter to organise travel back to the UK.

In circumstances where none of the above is probable, or where customers feel trapped, they are instructed to contact the embassy in their current locality to seek more help. Detailed embassy locations can be acquired by visiting www.gov.uk/world/embassies and searching depending on your destination.

Customers choosing to cancel their travel plans

If there has been no caution released in relation to a country that the traveller selects to go to, and the customer selects to call off their plans, then there is no guaranteed right to compensation.

Travellers are insisted to verify policy and booking confirmation specifics and to contact their insurance/travel provider if explanation is necessary or a refund due. If you think that your customer rights have been violated, you can contact consumeradvice.scot for more information and guidance.

Events and Entertainment

Cancelled events

If the tickets to an event such as a concert or sports event have been cancelled, and these have been booked through an authorised booking site, then you ought to genrally receive a repayment.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory body and as such, oblige firms listed with them to refund the ticket’s face value amount when an event is cancelled. This does not consist of the costs paid for delivery.

It is recommended that for any other ticket seller, the particular company terms and conditions are consulted. For resale sites and other events, the company who formerly sold the tickets should be contacted in the first case to request refunds. There may also be the possibility to rebook at a later date if the event is being rearranged.

Postponed events

Original tickets should be retained until a postponed or revised date is announced. If there is an issue with the date that the event or concert has been to is not fitting, then a refund can be asked for via the original booking company.

As with cancelled events, this may not contain the costs incurred for booking fees or delivery.

Specific events may differ, contingent on the terms and conditions of the planner.

Consumers wishing not to be there – If patrons decide not to concerts or sporting events, but the event is still going ahead, there is small likelihood of getting money back.

Cinema closures

Several of the big film chains have stated that they will be closing all their screens in the UK until further notice. For customers who have already bought tickets, refunds or the possibility to postpone this to a later date (if possible) are offered.

A few of the bigger chains with loyalty cards and monthly membership are recommending that monthly charges will carry on, with a view to imparting the ‘time back’ once amenities recommences as regular. Others are advising that they will be stopping payments for memberships. Customers are instucted to watch on the websites and social media apprises from the cinema that they have booked through.

Getting back hotel and travel expenditures

If an event is cancelled due to the coronavirus epidemic and there have been expenditures suffered for hotels and travel, then the companies for every one of these should be contacted for more information on refunds.

Specific terms and conditions may alter, but possibilities may be offered to delay or rebook on an alternative date due to recent situations.

As a side note, if the hotel or travel provider is incapable to offer the service due to the coronavirus outbreak, then a reimbursement should be paid. Bookings for marriages and special occasions

Weddings and special events could potentially be affected by the outbreak of coronavirus. If the venue or company catering the ceremony or managing cancels, then a reimbursement should be organised for whatever has been cancelled. For those with wedding cover, terms and conditions should be conferred for everything that can be obtained back. If it is the customer, or individual who has booked the event that is choosing to cancel or reschedule the event, then some fees may apply. Negotiation and discussion with the planner around delaying the event is essential.

For whatever that has already been paid in terms of deposits that cannot be refunded, the organiser should define in detail the cause why a reimbursement is not possible, consisting any costs they have sustained that are being passed on to the consumer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects clients for orders made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ responsible when a service or product that has been paid for cannot be provided.

For purchases under £100 made on a credit card, or those made on a debit card, clients can get in touch with their bank and try to make a claim through the ‘chargeback scheme’. This cannot be imposed by law, and the provision of this plan is at the discretion of the bank or building society.

Consumer rights are unchanged during the coronavirus pandemic. A few delivery and logistical firms have announced delays on unnecessary goods for shipping medical items and essential products. For more information on orders placed or delays experienced, the firm shipping the items should be the initial contact point.

We have explained the main consumer rights legislation that is applicable in different circumstances below.

, a more inclusive guide to consumer rights, including different aspects, is available by browsing consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When buying items from a seller, the Consumer Rights Act 2015 declares they should be:

• Of nice quality (free from any defects / damage and long-lasting)
• As the agentdescribed
• The same as any sample shown
• The same as any model shown  Fit for the idea made known to the trader

When requesting for repair or replacement in the first thirty days, then the purchaser enters the wait period with the remaining thirty days (minimum of 7 days) resuming after repair or replacement.

Customers who think that  any of the above don’t fit for their goods and have exceeded the initial thirty days after  ordering, can be entitled to repair/replacement which is –

• Free of cost
• Repair should be lasting
• Replacement should be exact same
• Within realistic time frame
• Without leading to significant inconvenience

If a repair or replacement is not possible then they may rather be permitted to:

• Keep the goods for a reduced rate
• Return back the goods for a reimbursement (full reimbursement in 6 months or partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

Whenever something is ordered from a private seller, the buyer is insured by the Sale of Goods Act 1979 which claims the merchandise must go with the description provided by the seller. This comprises:

• Any description in an advertisement
• Any description provided in an e-mail or text message
Any description during discussions on the phone or face to face

If the customer feels that the products don’t match the seller’s description, then they could be eligible for;

• A complete reimbursement if the products haven’t been accepted (not used and issue noted immediately)
• Loss – a monetary amount to cover repairs or the difference between the amount that was paid and what the goods are actually worth

The burden of proof is on the purchaser to prove that the items do not match the sellers description, that might be difficult if the description was delivered verbally.

Rail companies and travel providers have different policies about re-payments of tickets affected by the coronavirus crisis.

Scotrail are giving refunds on numerous train ticket types. Their process has altered slightly because of the situation, and an administration fee might be imposed, depending on the type of ticket.

A valuable guide to refunds that are offered from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have booked travel that is no longer needed or have planned travel to a annulled event should get in touch with the travel service for more info on their individual terms, including refund guidelines.

Though the Government has advised that everyone in a foreign country must come back to the United Kingdom, a lot are still stranded without any way to come back home.

The Government has adopted measures like especially chartered planes to enable bring citizens home, however this may take some time. In the meanwhile, they have made a lot of recommendation regarding what those people who are trapped abroad need to do.

If someone suffers or thinks they have coronavirus

The authorities of both the region and country in which the customer is residing will give advice and help on what to do if someone suffers, or feels that they have, coronavirus. Also, the resident must seek medical help and self-quarantine.

The NHS have put together a guide on symptoms that are typically revealed when somebody is infected by coronavirus. This is available at:

https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms-and-what-to-do/

The embassy or consulate in the area where the UK citizen stays can be used to get in touch with the local authorities. For more info on embassies, or to locate the one in your vicinity, please contact 0207 008 1500, or alternatively check out:

https://www.gov.uk/world/embassies#

If a visa is expiring quickly

If a visa is coming to an end, the measures mandatory will depend upon the location that the UK citizen finds themselves. If uncertain, look at the travel advice for that nation from the UK foreign and commonwealth office. This guide can be located by visiting:

https://www.gov.uk/foreign-travel-advice

In addition, the local embassy or consulate can be used to get in touch with the local authorities. For additional details on embassies, or to find the nearest one to you, please contact 0207 008 1500, or simply click:

https://www.gov.uk/world/embassies

If a reasonably priced flight to home cannot be booked

The travel company must be contacted in the first instance for more info on transport home. They might delay or waive payment for the trip to home town.

Those having travel insurance should contact their service provider because the cover will be extended by 60 days if those travelling are making every effort to go back home. People who cannot afford travel could even check if their credit card insurance applies.

UK citizens who are trapped should even keep themselves informed on the announcements from local travel companies.

It is important to get in touch with friends and family to make sure they know that everybody in the party is safe and secure. If possible, they may be able to transfer cash to people trapped to pay for flying back home.

Employment & benefits / monetary assistance

There is even the choice for those trapped to get in touch with their employer and ask for an advance of their wages to pay for travel home. The UK government can also offer monetary aid in a few circumstances. More info can be accessed on www.gov.uk

If money runs out, or those stuck do not have somewhere to stay, or access to meals / water / medical supplies

The UK Government has committed to making sure that British citizens abroad have access to accommodation, medical essentials, food and water.

If cash runs out whilst trapped in a foreign country, The UK Government can as well offer financial help in certain circumstances. Additional information can be read on www.gov.uk.

If the stranded passenger has to take care for someone back in the UK

If the citizen is stranded abroad, they must ensure that anybody they are taking care of is seen well. If somebody else is looking after this person, they may be asked to continue to do this until they come back to the UK.

They could request family or friends to look after this person until they come back.

If no other option is available, the home local authority should be contacted for further suggestion and help.

If the trapped passenger has worries regarding their employment or self-employment

If they are working, they must keep in contact with their manager wherever possible to keep them updated about their condition.

If they are employed, they can however be furloughed under the job retention scheme. If they are self-employed, they can request for for the self-employment income support scheme.

Benefits or state pension whilst stranded in a foreign country

The stranded person will still receive Universal Credit, Housing Benefit and Pension Credit if they are abroad for up to one month.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, they are each payable for 13 weeks whilst in a foreign country.

The State Pension will be paid regardless of how long the citizen has been abroad.

Any queries or concerns regarding benefit payments whilst abroad can be responed by the Department for Work and Pensions (DWP), who can be contacted by calling or clicking:

https://www.gov.uk/claim-benefits-abroad