The Foreign and Commonwealth Office (FCO) has directed against all but essential travel abroad, towns and locations. This entails two key travel recommended notices: 1. If you are abroad, return to the UK as shortly as as you possibly can if commercial flights are still available 2. If you are currently in the UK, do not travel to foreign land unless it is totally essential Several airlines are now declaring cancellations of flights and the stalling of aircraft after the declaration that various countries are implementing ‘lockdown’ of borders and the restraint of travel to lower the increase of the virus.

The Government has declared a collaboration with airlines to arrange special chartered flights. These will bring back residents that are currently stuck abroad. More information will be announced by the government’s travel advice, all British embassies as well as all British high commissions. A devoted travel management firm will be employed for stranded residents to reserve and pay for the flight back home.

More info on travelling abroad and present government recommendations are offered at www.gov.uk/foreign-travel-advice Patrons who are yet to fly to their region – Entitled to a refund or, in some cases, the choice to rebook for another date.

Flight and Holiday Cancellations

Flights as part of a holiday package

Entire cost of the holiday will be refunded. This is happening automatically for some customers, but customers can get in touch with the company that they made reservations through for extra explanation.

Hotel and Flights booked independantly

Patrons are advised to get in touch with their hotels, asking for a repayment/modification in dates. Several airlines are allowing travellers to rebook flights for free.

In conditions where the hotel and site are functioning, and the booking is non-refundable, then travellers may lose out.

Travel Insurance policies

Patrons are recommended to certify the particulars of travel insurance policies that they have procured. These may payout financial reparation in circumstances where other measures do not.

If customers have arranged travel to infected areas after a notice was published in the area, then there is a possibility that any insurance policy may be nullified by this. Customers are recommended to check the particulars of their insurance policies and if at all uncertain, contact their insurance company straight for further information.

New travel insurance policies

In light of current affairs, several insurance companies have stopped selling new travel insurance plans and, in certain circumstances, have changed cover as a consequence of the coronavirus outbreak. The Association of British Insurers has declared that travel insurance is a product meant to be used in unprecedented conditions, and owing to the present circumstances, problems occuring as a outcome of coronavirus are no longer deemed ‘unforeseen’.

Already overseas and no meathods of getting back to the UK – Airlines have a duty of care to those customers abroad if they have stopped a return flight. The airline ought to furthermore pay for any additional charges for housing and any food vital. For those patrons who have received a reimbursement, then the obligation of concern terminates here. It is then the obligation of the traveller to coordinate travel back to the UK.

In conditions where neither of the above is conceivable, or where consumers feel trapped, they are recommended to contact the embassy in their current locality to seek additional help. Detailed embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching based on your destination.

Consumers wanting to cancel their travel plans

If there has been no warning published in relation to a country that the customer chooses to go to, and the customer picks to abandon their plans, then there is no guaranteed right to reimbursement.

Consumers are urged to check policy and booking approval particulars and to contact their insurance/travel provider if clarification is necessary or a reimbursement due. If you feel 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 certified booking site, then you must normally get a repayment.

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

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

Postponed events

Original tickets should be held until a postponed or altered date is declared. If there is an issue with the date that the event or concert has been moved to is unsuitable, then a repayment can be requested through the original booking company.

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

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

Consumers wishing not to show up – If patrons 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 film groups have declared that they will be closing all their screens in the UK until further communication. For patrons who have already gotten tickets, refunds or the option to reschedule this to a later date (if possible) are presented.

A few of the bigger groups with loyalty cards and monthly membership are recommending that monthly payments will continue, with a view to offering the ‘time back’ once service restarts as regular. Others are advising that they will be pausing payments for memberships. Consumers are advised to watch on the websites and social media informs from the cinema that they have booked through.

Getting back hotel and travel charges

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

Specific terms and conditions may differ, but options may be advanced to postpone or rebook on an alternative date due to recent circumstances.

As a side note, if the hotel or travel provider is incompetent to offer the amenity due to the coronavirus epidemic, then a refund should be paid. Reservations for marriages and special functions

Weddings and special occasions could possibly be affected by the coronavirus outbreak. If the company or venue offering the service or managing cancels, then a refund should be arranged for everything that has been cancelled. For those with wedding insurance, terms and conditions should be consulted for anything that can be obtained back. If it is the consumer, or person who has reserved the event that is deciding to cancel or rearrange the event, then some costs might apply. Negotiation and discussion with the organiser around delaying the event is essential.

For everything that has previously been paid in terms of deposits that cannot be refunded, the planner should outline in detail the basis why a repayment is not conceivable, comprising 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 product or service 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 attempt 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 remain the same throughout the coronavirus crisis. A couple of delivery firms have declared delays on non-essential goods for shipping medical items and essential items. For extra information on orders placed or delays experienced, the firm delivering the products must be the very first point of contact.

We have explained the important consumer rights legislation that is applicable in various circumstances listed below.

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While ordering merchandise from a agent, the Consumer Rights Act 2015 states they must be:

• Of satisfactory quality (free from any faults / damage and durable)
• As the agenttold
• The same as any sample shown
• Just like any model shown  Right for the purpose made known to the agent

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

Consumers who feel that  anything mentioned above do not apply to their products and have gone beyond the initial 30 days after  purchase, can be entitled to repair/replacement which is –

• Free of cost
• Repair should be long lasting
• Replacement should be like for like
• Within realistic time frame
• Without resulting in considerable problem

If a repair/replacement is not possible then they might instead be permitted to:

• Keep the products for a lesser rate
• Return back the merchandise for a refund (full refund in six months or partial repayment after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is purchased from a private seller, the consumer is covered by the Sale of Goods Act 1979 which declares the merchandise must suit the explanation given by the seller. This includes:

• Any description in an advert
• Any description given in an email or text message
Any description during conversations over the call or personally

If the customer feels that the items do not go with the seller’s description, then they may be eligible for;

• A complete refund if the goods have not been accepted (not used and issue observed immediately)
• Loss – a monetary amount to apy for repairs or the difference between the amount that was paid and what the items are really worth

The burden of proof is on the purchaser to confirmverify that the items don’t go with the sellers description, which might be difficult if the description was given verbally.

Rail companies and travel services have different rules regarding refunds of tickets affected by the coronavirus outbreak.

Scotrail are offering refunds on numerous train ticket types. Their process has changed slightly because of the situation, and an administration charge may be imposed, depending upon the type of ticket.

A useful guide to refunds that are available from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have booked a trip which is not necessary or have planned travel to a annulled event should get in touch with the travel service for additional details on their individual terms, along with refund guidelines.

Though the Government has suggested that every person abroad must return to the UK, several are still stuck with no means to come back home.

The Government has implemented measures like especially chartered flights to help bring citizens home, however this might take time. For the timebeing, they have made a lot of recommendation regarding what people who are stuck abroad should do.

If somebody has or thinks they are infected by coronavirus

The Government authorities of both the area and country in which the customer is staying will give suggestion and assistance on what to do if somebody has, or believes that they are infected by, coronavirus. Moreover, the resident must seek medical help and self-quarantine.

The NHS have compiled a guide on symptoms that are generally shown 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 finds themselves can be used to contact the local authorities. For additional info on embassies, or to locate the one in your vicinity, please get in touch with 0207 008 1500, or otherwise visit:

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

If a visa is expiring soon

If a visa is expiring, the actions mandatory will depend on the area that the UK citizen is located. If unsure, look at the travel advice for that nation from the UK foreign and commonwealth office. This guide can be read by visiting:

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

Moreover, the local embassy or consulate can be used to contact the local authorities. For additional information on embassies, or to locate the one in your vicinity, please call on 0207 008 1500, or otherwise check out:

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

If an affordable flight to home cannot be booked

The travel company must be contacted at teh first place for more details on going back home. They may delay or waive payment for the trip to home town.

Those having travel insurance must get in touch with their provider because the cover will be extended by 2 months if those travelling are making every effort to go back home. Those who can’t afford travel can also see if their credit card insurance applies.

UK citizens who find themselves trapped should also keep themselves informed on the messages from local travel firms.

It is important to contact friends and family to ensure they are aware that everyone in the party is safe and secure. If possible, they may be able to transfer money to those people stranded to pay for coming back home.

Employment & perks / monetary aid

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

If money runs out, or those stuck don’t have accommodation, 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 is over whilst trapped in a foreign land, The UK Government can also provide financial aid in certain circumstances. Additional information can be read on www.gov.uk.

If the stranded passenger needs to take care for a relative in the UK

If the citizen is stranded in a foreign land, they should ascertain that anybody they are taking care of is looked after. If someone else is looking after this person, they could be requested to carry on to do this until they fly back to the UK.

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

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

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

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

If they are working, they can however 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 stuck in a foreign country

The trapped person will still attain Universal Credit, Housing Benefit and Pension Credit if they are in a foreign land for up to a month.

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

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

Any queries or doubts regarding benefit payments whilst in a foreign country can be answered by the Department for Work and Pensions (DWP), who can be got in touch with by calling or visiting:

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