The Foreign and Commonwealth Office (FCO) has advised against all but important travel to foreign countries, towns and locations. This includes two main travel advisory notices: 1. If you are abroad, return to the UK as quickly as as you possibly can if commercial flights are still open 2. If you are currently in the UK, don’t travel to foreign land except if it is absolutely essential Various airlines are now declaring cancellations of flights and the stalling of aircraft after the announcement that several countries are implementing ‘lockdown’ of borders and the constraint of travel to slow the spread of the virus.

The Government has announced a collaboration with airlines to organise special chartered planes. These will bring back residents that are currently stranded abroad. More information will be issued by the government’s travel advice, all British embassies and all British high commissions. A committed travel administration firm will be used for stranded residents to reserve and pay for the flight back home.

Additional info on going abroad and current government advices are available at www.gov.uk/foreign-travel-advice Consumers who are yet to fly to their destination – Owed a refund 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 repaid. This is happening inevitably for some customers, but consumers can contact the company that they booked through for additional clarification.

Hotel and Flights reserved separately

Customers are advised to get in touch with their hotels, asking for a refund/adjustment in dates. Several airlines are permitting commuters to rebook flights for free.

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

Travel Insurance policies

Patrons are recommended to certify the details of travel insurance policies that they have taken out. These may extend financial reimbursement in situations where other measures do not.

If patrons have arranged travel to affected regions after a warning was published in the zone, then there is a possibility that any insurance policy may be nullified by this. Consumers are recommended to verify the specifics of their insurance policies and if at all uncertain, contact their insurance company directly for more information.

New travel insurance policies

In light of present affairs, various insurance companies have stopped selling new travel insurance plans and, in several conditions, have modified cover as a consequence of the coronavirus pandemic. The Association of British Insurers has declared that travel insurance is a product meant to be utilized in unexpecteed conditions, and due to the current situation, problems occuring as a outcome of coronavirus are no longer regarded ‘unforeseen’.

Already in a foreign country and no channels of getting back to the UK – Airlines have a responsibility of concern to those customers overseas if they have cancelled a return flight. The airline should also pay for any additional expenses for accommodation and any food required. For those consumers who have taken a refund, then the duty of concern ends here. It is then the responsibility of the traveller to coordinate travel back to the UK.

In situations where none of the above is possible, or where customers feel stuck, they are advised to contact the embassy in their present location to seek additional support. Individual embassy locations can be acquired by visiting www.gov.uk/world/embassies and searching depending on your destination.

Consumers choosing to cancel their travel plans

If there has been no notice issued in relation to a country that the customer chooses to journey to, and the traveller selects to abandon their plans, then there is no automatic right to compensation.

Travellers are urged to certify policy and booking confirmation specifics and to contact their insurance/travel provider if clarification is necessary or a reimbursement due. If you think that your customer rights have been breached, you can contact consumeradvice.scot for more information and advice.

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 reserved through an certified booking site, then you must genrally receive a refund.

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

It is suggested that for any other ticket seller, the specific company terms and conditions are checked. For resale sites and other events, the corporation who firstly sold the tickets should be contacted in the first instance to request refunds. There may also be the choice to rebook at a later date if the event is being postponed.

Postponed events

Original tickets should be retained until a rescheduled or changed date is revealed. If there is an problem with the date that the event or concert has been moved to is unsuitable, then a refund can be bidden through the original booking company.

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

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

Customers deciding not to attend – If customers choose not to concerts or sporting events, but the event is still going ahead, there is little possibility of getting money back.

Cinema closures

Quiet a few of the big movie chains have announced that they will be terminating all their screens in the UK until further notice. For consumers who have already bought tickets, repayments or the possibility to reschedule this to a later date (if possible) are offered.

A few of the larger groups with loyalty cards and monthly membership are instructing that monthly charges will carry on, with a view to giving the ‘time back’ once service resumes as regular. Others are advising that they will be pausing payments for memberships. Consumers are advised to watch on the websites and social media updates from the cinema that they have booked through.

Getting back hotel and travel costs

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

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

As a side note, if the hotel or travel provider is incompetent to offer the facility due to the coronavirus pandemic, then a repayment should be paid. Deposits for weddings and special occasions

Weddings and special occasions could probably be affected by the outbreak of coronavirus. If the venue or company catering the service or organising cancels, then a reimbursement should be arranged for everything that has been cancelled. For those with wedding protection, terms and conditions should be consulted for whatever that can be retrieved back. If it is the consumer, or person who has booked the event that is choosing to cancel or postpone the event, then some costs might apply. Negotiation and discussion with the coordinator around delaying the event is essential.

For whatever that has previously been paid in terms of deposits that cannot be refunded, the planner should outline in detail the cause why a reimbursement is not possible, consisting any costs they have incurred that are being passed on to the buyer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects consumers for orders made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ liable 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, buyers can get in touch with their bank and try to make a claim through the ‘chargeback scheme’. This cannot be enforced by law, and the provision of this plan is at the discretion of the bank or building society.

Consumer rights remain unaffected during the coronavirus pandemic. Some delivery and logistical companies have declared delays on unnecessary products for delivering medical items and necessary products. For additional information on orders already placed or delays experienced, the business delivering the goods must be the first contact point.

We have detailed the main consumer rights legislation that is applicable in various situations below.

But, a more comprehensive guide to consumer rights, including different areas, is accessible by visiting consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When ordering products from a seller, the Consumer Rights Act 2015 declares they should be:

• Of satisfactory quality (free from any defects / damage and long-lasting)
• As the dealerdescribed
• Exactly like any sample shown
• The same as any model shown  Perfect for the idea told to the seller

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

Consumers who believe that  anything mentioned above don’t apply to their goods and have gone beyond the first 30 days after  ordering, might be eligible for repair or replacement which is –

• Free of cost
• Repair should be long term
• Replacement should be same
• Within realistic timescale
• Without resulting in considerable problem

In case a repair/replacement isn’t possible then they may rather be allowed to:

• Keep the products for a lower rate
• Return the products for a repayment (full refund in 6 months or perhaps partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

Whenever something is ordered from a private seller, the customer is insured by the Sale of Goods Act 1979 which declares the goods must suit the explanation given by the seller. This incorporates:

• Any description in an ad
• Any description provided in an email or text
Any description during conversations over the call or face to face

If the purchaser feels that the items don’t match the seller’s description, then they might be entitled to;

• A complete re-payment if the products haven’t been accepted (not used and issue observed quickly)
• Damages – a monetary amount to cover mending or the difference between what amount was paid and what the items are truly worth

The burden of proof is on the buyer to confirmverify that the items don’t match the sellers description, that can be tough if the description was delivered in words.

Rail companies and travel services have different guidelines regarding reimbursements of tickets impacted by the coronavirus outbreak.

Scotrail are offering refunds on numerous train ticket types. Their process has changed a little due to the situation, and an administration charge may apply, depending on the ticket type.

A valuable guide to refunds that are available from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have booked travel that is no longer necessary or have planned travel to a cancelled function should get in touch with the travel provider for additional information on their individual terms and conditions, along with refund policies.

Although the Government has suggested that everybody in a foreign land should return back to the United Kingdom, a lot are yet stranded without any means to get back home.

The Government has implemented measures such as especially chartered planes to help get citizens home, however this might take time. For the moment, they have made a lot of suggestions about what those trapped in a foreign country must do.

If somebody has or believes they are infected by coronavirus

The authorities of both the region and country in which the buyer is staying will give suggestion and help on what to do if someone suffers, or believes that they have, coronavirus. Also, the resident should take medical help and self-quarantine.

The NHS have compiled a guide on symptoms that are typically displayed when somebody is suffering from coronavirus. This is available at:

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

The embassy or consulate in the region where the UK citizen stays can be used to get in touch with the local authorities. For additional information on embassies, or to locate the nearest one to you, please contact 0207 008 1500, or instead visit:

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

If a visa is expiring soon

If a visa is coming to an end, the measures necessary will depend on the region that the UK citizen finds themselves. If unsure, look at the travel advice for that nation from the UK foreign and commonwealth office. This guide can be located by checking out:

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

In addition, the local embassy or consulate can be used to contact the local authorities. For additional details on embassies, or to locate the closest one in your area, please call on 0207 008 1500, or otherwise check out:

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

If a inexpensive air flight to home cannot be booked

The travel company should be contacted in the first instance for more info on flying back home. They might delay or reimburse payment for the trip home.

People having travel insurance should get in touch with their provider as the cover will be extended by 2 months if those travelling are making every single effort to go back home. Those who cannot afford travel could even see if their credit card insurance is applicable.

UK citizens who are stranded must even keep themselves updated on the messages from local travel companies.

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

Employment & perks / financial support

There is also the option for those stranded to contact their manager and ask for advance payment of their wages to pay for travel home. The UK government can even provide monetary assistance in a few circumstances. More information can be accessed on www.gov.uk

If cash is over, or people trapped don’t have accommodation, or access to meals / water / medical supplies

The UK Government has committed to guaranteeing that British citizens abroad have access to housing, medical supplies, water and food.

If cash runs out whilst stuck in a foreign land, The UK Government can as well offer monetary aid in a few circumstances. More info can be accessed on www.gov.uk.

If the trapped passenger has to care for a family member in the UK

If the citizen is trapped abroad, they should ascertain that anyone they are a carer for is seen well. If someone else is taking care of this person, they may be requested to continue to do this until they come back to the UK.

They could request friends or family to take care of this person until they come back.

If no option is available, the home local authority must be contacted for further advice and support.

If the trapped passenger has tension about their job or self-employment

If they are doing a job, they must keep in contact with their boss wherever possible to keep them informed on their situation.

If they are doing a job, 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 while stuck abroad

The stranded passenger will still attain Universal Credit, Housing Benefit and Pension Credit if they are abroad for around a month.

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

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

Any questions or doubts about benefit payments whilst in a foreign land can be responed by the Department for Work and Pensions (DWP), who can be got in touch with by calling or clicking:

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