The Foreign and Commonwealth Office (FCO) has advised against all but necessary travel abroad, cities and regions. This entails two key travel advisory notices: 1. If you are in a foreign country, return to the UK as quickly as as you possibly can if commercial flights are still accessible 2. If you are presently in the UK, don’t travel to foreign countries unless it is totally vital Many airlines are now declaring cancellations of flights and the grounding of aircraft after the revelation that various countries are implementing ‘lockdown’ of borders and the restraint of movement to slow the increase of the virus.

The Government has declared a collaboration with airlines to plan special chartered planes. These will return nationals that are presently stuck abroad. More information will be released by the government’s travel advice, all British embassies and all British high commissions. A devoted travel administration company will be employed for stuck citizens to book and pay for the flight back home.

Further info on travelling abroad and present government recommendations are accessible at www.gov.uk/foreign-travel-advice Consumers who are yet to travel to their region – Due a refund or, in some cases, the choice to rebook for alternative date.

Flight and Holiday Cancellations

Flights being part of a package holiday

Complete amount of the holiday will be repaid. This is happening inevitably for some patrons, but customers can get in touch with the company that they booked through for extra clarification.

Flights and hotel booked individually

Consumers are recommended to call their hotels, requesting a refund/adjustment in dates. Various airlines are allowing travellers to rebook flights for free.

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

Travel Insurance policies

Customers are advised to certify the specifics of travel insurance policies that they have procured. These may payout financial compensation in circumstances where other means do not.

If patrons have organised travel to infected areas after a notice was announced in the zone, then there is a possibility that any insurance policy may be nullified by this. Patrons are urged to verify the particulars of their insurance policies and if at all uncertain, contact their insurance company promptly for further information.

New travel insurance policies

In light of present events, several insurance companies have ceased selling new travel insurance plans and, in some situations, have altered cover as a result of the coronavirus pandemic. The Association of British Insurers has stated that travel insurance is a product meant to be used in unprecedented situations, and due to the existing situation, concerns surfacing as a outcome of coronavirus are no longer deemed ‘unforeseen’.

Already in a foreign country and no meathods of getting back to the UK – Airlines have a responsibility of concern to those travellers overseas if they have terminated a return flight. The airline should moreover pay for any further costs for accommodation and any food essential. For those patrons who have accepted a reimbursement, then the responsibility of worry ends here. It is then the responsibility of the passenger to coordinate travel back to the UK.

In circumstances where neither of the above is probable, or where customers feel stranded, they are instructed to contact the embassy in their current location to obtain additional assistance. Individual embassy locations can be found 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 warning published in relation to a destination that the consumer chooses to travel to, and the consumer selects to call off their plans, then there is no guaranteed right to reimbursement.

Customers are urged to certify policy and booking confirmation specifics and to contact their insurance/travel provider if explanation is required or a refund due. If you feel 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 via an authorised booking site, then you must normally receive a repayment.

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

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

Postponed 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 requested via the original booking company.

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

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

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

Cinema closings

Quiet a few of the big movie groups have declared that they will be closing all their screens in the UK until further announcement. For patrons 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 recommending that monthly payments will carry on, with a view to giving the ‘time back’ once facilities recommences as normal. Others are instructing that they will be stopping payments for memberships. Customers are recommended to watch on the websites and social media updates from the cinema that they have booked through.

Obtaining back hotel and travel charges

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

Seperate terms and conditions may vary, but possibilities may be advanced to reschedule or rebook on an alternative date due to current situations.

As a side note, if the hotel or travel provider is incompetent to provide the facility due to the coronavirus outbreak, then a refund should be paid. Deposits for marriages and special occasions

Marriages and special occasions could possibly be affected by the coronavirus outbreak. If the venue or company providing the service or organising cancels, then a refund should be arranged for everything that has been cancelled. For those with wedding cover, terms and conditions should be checked for everything that can be claimed back. If it is the consumer, or person who has booked the event that is deciding to cancel or postpone the event, then some charges might apply. Negotiation and discussion with the coordinator around postponing the event is essential.

For whatever that has previously been paid in terms of deposits that cannot be reimbursed, the coordinator should define in detail the cause why a refund is not possible, comprising 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 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 entertained.

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 and make a claim through the ‘chargeback scheme’. This cannot be imposed by law, and the provision of this scheme is at the discretion of the bank or building society.

Consumer rights are unchanged during the coronavirus pandemic. Some delivery and logistical firms have declared delays on unnecessary products for transporting medical items and vital goods. For extra details on orders already placed or delays experienced, the company shipping the goods should be the very first contact point.

We have explained the main consumer rights legislation that applies in different circumstances mentioned below.

Nonetheless, a more comprehensive guide to consumer rights, covering different areas, is available by going thorugh consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While purchasing merchandise from a dealer, the Consumer Rights Act 2015 states they should be:

• Of good quality (free from any defects / damage and durable)
• As the tradertold
• The same as any sample shown
• The same as any model shown  Fit for the idea made known to the trader

If asking for replacement or repair within first 30 days, then the buyer enters the wait period with the remainder of the 30 days (minimum of 7 days) resuming after repair/replacement.

Customers who think that  any of the above don’t fit for their products and have exceeded the first 30 days after  ordering, might be eligible for replacement or repair which is –

• Free of cost
• Repair should be lasting
• Replacement should be like for like
• Within realistic time frame
• Without leading to considerable inconvenience

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

• Keep the items for a lesser rate
• Return back the goods for a repayment (complete refund within 6 months or perhaps partial repayment after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is bought from a private seller, the consumer is covered by the Sale of Goods Act 1979 which states the merchandise must match the explanation provided by the seller. This comprises:

• Any description in an advertisement
• Any description provided in an email or text message
Any description during discussions on the phone call or face to face

If the purchaser believes that the items do not match the seller’s description, then they can be entitled to;

• A full refund if the products haven’t been accepted (not used and problem observed immediately)
• Damages – a monetary amount to apy for repairs or the difference between what amount was paid and what the items are truly worth

The burden of proof is on the purchaser to prove that the goods don’t go with the sellers description, which can be hard if the description was delivered verbally.

Rail companies and travel companies have different policies regarding refunds of tickets impacted by the coronavirus pandemic.

Scotrail are offering refunds on many train ticket types. Their process has changed a little because of the situation, and an administration charge might be imposed, depending on the ticket type.

A valuable guide to refunds that are offered from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have planned a trip that is not essential or have booked travel to a annulled occasion should contact the travel service for more information on their individual terms, along with refund guidelines.

Though the Government has suggested that everyone abroad must return back to the United Kingdom, many are yet trapped without any way to come back home.

The Government has implemented steps like specially chartered planes to enable get citizens home, however this may take some time. In the meantime, they have made a lot of suggestions about what people who are stuck in a foreign country should do.

If someone suffers or believes they have coronavirus

The Government authorities of both the region and nation in which the client is staying will provide suggestion and guidance on what to do if somebody has, or believes that they are infected by, coronavirus. Moreover, the citizen must take medical help and self-isolate.

The NHS have come up with a guide on symptoms that are normally revealed when somebody has coronavirus. This is listed 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 finds themselves 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 call on 0207 008 1500, or otherwise visit:

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

If a visa is coming to an end soon

If a visa is coming to an end, the measures required will depend on the location 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 located by checking out:

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 additional details on embassies, or to locate the one in your vicinity, please call on 0207 008 1500, or simply check out:

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

If a reasonably priced air flight to home cannot be booked

The travel company should be contacted at teh first place for additional details on flying back home. They may delay or reimburse payment for the trip to home town.

Those with travel insurance should contact their provider because the cover will be extended by 60 days if those travelling are making every single effort to return home. Those who can’t afford travel could even check if their credit card insurance is applicable.

UK citizens who are stranded must even keep themselves informed on the announcements from local travel firms.

It is vital to contact friends and family to ensure they know that everybody in the party is safe. If possible, they might transfer cash to those stranded to pay for coming back home.

Employment & benefits / monetary aid

There is also the choice for those stranded to contact their manager and request for advance payment of their payment to pay for travel home. The UK government can even offer monetary help in some circumstances. More info can be read on www.gov.uk

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

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

If cash is over whilst trapped in a foreign country, The UK Government can as well provide financial assistance in a few situations. More info can be read on www.gov.uk.

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

If the citizen is trapped abroad, they must ensure that anyone they are taking care of is looked after. If somebody else is taking care of this person, they may be asked to continue to do this till they come back to the UK.

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

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

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

If they are working, they must be in touch with their boss wherever possible to keep them informed about their condition.

If they are doing a job, 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 trapped in a foreign land

The stranded passenger 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 while in a foreign country.

The State Pension will be paid irrespective of how long the citizen has been in a foreign land.

Any queries or concerns about benefit payments while abroad can be answered 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