The Foreign and Commonwealth Office (FCO) has directed against all but essential travel to foreign countries, towns and areas. This includes two key travel advisory notices: 1. If you are abroad, 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 unless it is absolutely essential Various airlines are now announcing cessations of flights and the grounding of aircraft after the announcement that several countries are executing ‘lockdown’ of borders and the restriction of movement to reduce the spread of the virus.

The Government has declared a collaboration with airlines to arrange special chartered planes. These will return nationals that are presently marooned abroad. More information will be announced by the government’s travel advice, all British embassies as well as all British high commissions. A dedicated travel supervision firm will be used for stuck citizens to reserve and pay for the flight home.

Additional details on travelling abroad and existing government recommendations are offered at www.gov.uk/foreign-travel-advice Customers who are yet to fly to their destination – Entitled to a refund or, in some cases, the possibility to rebook for alternative date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Whole expense of the holiday will be compensated. This is happening automatically for some consumers, but consumers can get in touch with the company that they booked through for extra explanation.

Hotel and Flights reserved individually

Customers are advised to call their hotels, requesting a refund/change in dates. Several airlines are letting commuters to rebook flights for free.

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

Travel Insurance policies

Customers are recommended to make sure the particulars of travel insurance policies that they have procured. These may extend financial compensation in conditions where other measures do not.

If consumers have arranged travel to affected areas after a caution was announced in the zone, then there is a risk that any insurance policy may be discredited by this. Patrons are recommended to ensure the details of their insurance policies and if at all uncertain, contact their insurance company directly for extra information.

New travel insurance policies

In light of present happenings, many insurance companies have ceased selling new travel insurance policies and, in certain conditions, have altered cover as a result of the coronavirus outbreak. The Association of British Insurers has affirmed that travel insurance is a product meant to be utilized in unforeseen situations, and due to the current circumstances, concerns surfacing as a consequence of coronavirus are no longer deemed ‘unforeseen’.

Already abroad and no meathods of getting back to the UK – Airlines have a obligation of care to those passengers abroad if they have stopped a return flight. The airline must moreover pay for any additional costs for housing and any food vital. For those consumers who have taken a refund, then the responsibility of care finishes here. It is then the responsibility of the passenger to organise travel back to the UK.

In conditions where none of the above is possible, or where consumers feel stuck, they are recommended to contact the embassy in their current location to get additional assistance. Individual embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching depending on your destination.

Travellers choosing to cancel their travel plans

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

Customers are urged to verify policy and booking approval specifics and to contact their insurance/travel source if clarification is wanted or a reimbursement due. If you belive that your consumer rights have been waived, 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 reserved by means of an authorised booking site, then you must genrally obtain 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 price when an event is cancelled. This does not consist of the costs incurred for delivery.

It is suggested that for any other ticket seller, the specific company terms and conditions are referred. For resale sites and other events, the company who firstly sold the tickets should be contacted in the first case to ask for reimbursements. There may also be the possibility to rebook at a later date if the event is being rearranged.

Rescheduled events

Original tickets should be kept until a postponed or changed date is revealed. If there is an issue with the date that the event or concert has been moved to is unsuitable, then a reimbursement can be bidden via the original booking company.

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

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

Patrons choosing not to be there – If customers choose not to concerts or sporting events, but the event is still taking place, there is little likelihood of getting money back.

Cinema closures

Numerous of the greater movie chains have announced that they will be terminating all their screens in the UK until further notice. For consumers who have already gotten tickets, refunds or the possibility to postpone this to a later date (if possible) are offered.

A few of the bigger groups with loyalty cards and monthly membership are instructing that monthly charges will resume, with a view to giving the ‘time back’ once facilities restarts as regular. Others are instructing that they will be resting payments for memberships. Consumers are advised to watch on the websites and social media informs from the cinema that they have booked through.

Obtaining back hotel and travel expenditures

If an event is cancelled due to the coronavirus pandemic and there have been charges paid for hotels and travel, then the businesses for every one of these should be contacted for more information on repayments.

Seperate terms and conditions may differ, but choices may be offered to postpone or rebook on an alternative date due to current circumstances.

As a side note, if the hotel or travel provider is unable to offer the amenity due to the coronavirus epidemic, then a reimbursement should be paid. Deposits for marriages and special occasions

Weddings and special occasions could potentially be afflicted by the outbreak of coronavirus. If the venue or company providing the service or organising cancels, then a repayment should be organised for everything that has been cancelled. For those with wedding insurance, terms and conditions should be checked for anything that can be retrieved back. If it is the buyer, or person who has reserved the event that is deciding to cancel or reschedule the event, then some costs might apply. Negotiation and discussion with the organiser around postponing the event is essential.

For whatever that has previously been paid in terms of deposits that cannot be repaid, the organiser should define in detail the reason why a reimbursement is not possible, including any costs they have incurred that are being passed on to the consumer.

Consumer rights and useful legislation

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

Consumer rights remain unaffected during the coronavirus pandemic. A few delivery and logistical companies have announced delays on uneeded products in favour of shipping medical supplies and necessary products. For more details on orders placed or delays experienced, the firm delivering the products should be the initial point of contact.

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

Nonetheless, a more inclusive guide to consumer rights, covering different aspects, is accessible by checking out consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While buying items from a agent, the Consumer Rights Act 2015 declares they must be:

• Of good quality (free from any defects / damage and long-lasting)
• As the tradertold
• The same as any sample shown
• Exactly like any model shown  Fit for the purpose told to the seller

If requesting for repair or replacement in the first thirty days, then the shopper enters the wait period with the remaining 30 days (minimum of 7 days) resuming after replacement or repair.

Buyers who think that  any of the above don’t fit for their products and have gone beyond the first thirty days after  purchase, might be entitled to repair or replacement which is –

• Free of cost
• Repair should be permanent
• Replacement should be same
• Within reasonable timescale
• Without resulting in significant trouble

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

• Keep the goods for a lower rate
• Return back the products for a reimbursement (full reimbursement in six months or partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is purchased from a private seller, the consumer is covered by the Sale of Goods Act 1979 which claims the goods must match the description provided by the seller. This comprises:

• Any description in an advertisement
• Any description provided in an email or text
Any description during chats on the call or personally

If the buyer believes that the goods don’t match the seller’s description, then they can be entitled to;

• A complete refund if the goods haven’t been accepted (not used and fault observed instantly)
• Loss – a monetary amount to cover mending or the difference between what amount was paid and what the items are really worth

The trouble of proof is on the client to prove that the goods do not match the sellers description, which can be difficult if the description was delivered in words.

Rail companies and travel companies have different guidelines about reimbursements of tickets impacted by the coronavirus pandemic.

Scotrail are giving refunds on numerous train ticket types. Their process has changed a bit due to the situation, and an administration fee might be imposed, depending upon the ticket type.

A valuable guide to refunds that are available from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those people who have planned travel that is not essential or have planned travel to a cancelled function should call the travel provider for more details on their individual terms, as well as refund policies.

Though the Government has advised that every person abroad should return back to the UK, many are still trapped without any way to come back home.

The Government has taken steps such as especially chartered planes to enable bring citizens home, however this may take some time. For the timebeing, they have made a lot of suggestions about what people who are stuck in a foreign land should do.

If someone suffers or thinks they have coronavirus

The Government authorities of both the region and country in which the customer is staying will give advice and help on what to do if somebody has, or feels that they have, coronavirus. Moreover, the citizen must take medical help and self-quarantine.

The NHS have come up with a guide on symptoms that are generally revealed when someone 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 resides can be used to contact the local authorities. For additional information on embassies, or to find the nearest one to you, please contact 0207 008 1500, or otherwise check out:

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

If a visa is coming to an end quickly

If a visa is coming to an end, the measures required will depend on the region that the UK citizen finds themselves. If doubtful, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be read by visiting:

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

Additionally, the local embassy or consulate can be used to get in touch with the local authorities. For more details on embassies, or to locate the closest one in your area, please contact 0207 008 1500, or simply visit:

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 additional details on going back home. They may delay or reimburse payment for the trip to home town.

Those people with travel insurance should get in touch with their service provider as the cover will be extended by 60 days if those travelling are making every effort to go back home. People who can’t afford travel could also check if their credit card insurance applies.

UK citizens who find themselves trapped must even keep themselves informed on the declarations from local travel firms.

It is vital to contact family and friends to make sure they are aware that everyone in the party is safe and secure. If possible, they might transfer cash to those people stuck to pay for flying back home.

Employment & benefits / financial support

There is also the choice for those stuck to contact their boss and ask for advance payment of their payment to pay for travel home. The UK government can even offer financial aid in certain situations. More info can be read on www.gov.uk

If money is over, or people stuck do not have somewhere to stay, or access to food / water / medical essentials

The UK Government has promised to ensuring that British citizens abroad have access to accommodation, medical essentials, food and water.

If cash runs out whilst stranded in a foreign country, The UK Government can even offer monetary assistance in some situations. More details can be read on www.gov.uk.

If the stranded passenger has to care for a relative in the UK

If the citizen is stranded in a foreign land, they must ensure that anybody they are a carer for is looked after. If somebody else is looking after this person, they may be requested to carry on to do this till they return to the UK.

They may ask friends or family to take care of this person until they return.

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

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

If they are employed, they must contact their employer wherever possible to keep them updated about their condition.

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

Benefits or state pension while stranded abroad

The trapped person will still get 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, each person is payable for 13 weeks whilst in a foreign land.

The State Pension will be paid despite how long the citizen has been in a foreign country.

Any questions or doubts about benefit payments while in a foreign land can be responed by the Department for Work and Pensions (DWP), who can be contacted by calling or visiting:

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