The Foreign and Commonwealth Office (FCO) has advised against all but important travel abroad, towns and regions. This includes two important travel recommended notices: 1. If you are abroad, return to the UK as soon as as you possibly can if commercial flights are still accessible 2. If you are presently in the UK, do not travel to foreign countries unless it is totally vital Several airlines are now announcing cancellations of flights and the stalling of aircraft after the revelation that several countries are executing ‘lockdown’ of borders and the restraint of movement to lower the increase of the virus.

The Government has announced a collaboration with airlines to plan special chartered flights. These will return citizens that are currently stranded abroad. Additional information will be announced by the government’s travel advice, all British embassies as well as all British high commissions. A devoted travel management company will be utilized for stranded citizens to reserve and pay for the flight home.

Additional information on going abroad and current government suggestions are offered at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their region – Due a repayment or, in some cases, the choice to rebook for some other date.

Flight and Holiday Cancellations

Flights as part of a holiday package

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

Hotel and Flights reserved individually

Consumers are advised to get in touch with their hotels, asking for a refund/modification in dates. Many airlines are allowing passengers to rebook flights for free.

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

Travel Insurance policies

Customers are recommended to check the details of travel insurance policies that they have procured. These may offer financial reparation in situations where other measures do not.

If patrons have arranged travel to affected areas after a caution was published in the zone, then there is a chance that any insurance policy may be discredited by this. Consumers are urged to check the particulars of their insurance policies and if at all unsure, contact their insurance company straight for extra information.

New travel insurance policies

In light of current events, various insurance companies have ceased selling new travel insurance plans and, in some conditions, have modified cover as a outcome of the coronavirus epidemic. The Association of British Insurers has affirmed that travel insurance is a product meant to be utilized in unforeseen circumstances, and owing to the present condition, issues arising as a consequence of coronavirus are no longer regarded ‘unforeseen’.

Already in a foreign country and no means of returning back to the UK – Airlines have a obligation of concern to those travellers in a foreign country if they have stopped a return flight. The airline ought to moreover pay for any further costs for housing and any food vital. For those consumers who have accepted a refund, then the duty of concern terminates here. It is then the obligation of the traveller to coordinate travel back to the UK.

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

Consumers wanting to cancel their travel plans

If there has been no caution published in relation to a destination that the consumer picks to go to, and the customer picks to cancel their plans, then there is no guaranteed right to repayment.

Consumers are insisted to verify policy and booking confirmation details and to contact their insurance/travel provider if explanation is wanted or a repayment 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 booked by means of 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 refund the ticket’s face value price when an event is cancelled. This does not comprise the charges incurred for delivery.

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

Postponed events

Original tickets should be held until a rearranged or altered date is announced. If there is an issue with the date that the event or concert has been pushed to is incompatible, then a refund can be asked for via the original booking company.

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

Certain events may be different, contingent on the terms and conditions of the coordinator.

Consumers choosing not to attend – If customers wish not to concerts or sporting events, but the event is still going ahead, there is not much possibility of getting money back.

Cinema closings

Several of the greater cinema franchises have stated that they will be shutting all their screens in the UK until further announcement. For patrons who have already bought tickets, refunds or the possibility to postpone this to a later date (if possible) are available.

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

Claiming back hotel and travel costs

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

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

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

Weddings and special events could probably be affected by the outbreak of coronavirus. If the company or venue offering the service or managing cancels, then a refund should be prepared for whatever has been cancelled. For those with wedding insurance, terms and conditions should be conferred for whatever that can be retrieved back. If it is the consumer, or person who has reserved the event that is deciding to cancel or postpone the event, then some costs might apply. Negotiation and discussion with the coordinator around postponing the event is vital.

For whatever that has already been paid in terms of deposits that cannot be reimbursed, the organiser should outline in detail the reason why a repayment is not probable, including any costs they have experienced that are being passed on to the customer.

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 delivered.

For purchases under £100 made on a credit card, or those made on a debit card, consumers 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 scheme is at the discretion of the bank or building society.

Consumer rights remain unchanged throughout the coronavirus crisis. A few delivery and logistical companies have declared delays on unnecessary items for transporting medical supplies and essential items. For more info on orders already placed or delays experienced, the company shipping the goods must be the first contact point.

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

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When buying goods from a trader, the Consumer Rights Act 2015 declares they should be:

• Of good quality (free from any faults / damage and durable)
• As the traderdepited
• Exactly like any sample shown
• Exactly like any model shown  Perfect for the purpose made known to the agent

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

Purchasers who believe that  any of the above do not apply to their items and have exceeded the initial thirty days after  purchase, might be eligible for repair or replacement which is –

• Cost-free
• Repair should be durable
• Replacement should be like for like
• Within realistic time frame
• Without resulting in considerable problem

If a repair or replacement is not possible then they might instead be allowed to:

• Keep the goods for a lesser rate
• Return the products for a repayment (complete reimbursement within six months or partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is ordered from a private seller, the buyer is insured by the Sale of Goods Act 1979 which claims the products must suit the explanation provided by the seller. This includes:

• Any description in an advert
• Any description provided in an e-mail or text message
Any description during conversations on the phone or personally

If the buyer feels that the products don’t go with the seller’s description, then they could be entitled to;

• A total re-payment if the goods haven’t been accepted (not used and fault seen immediately)
• Damages – a monetary amount to apy for repairs or the difference between what amount was paid and what the products are truly worth

The trouble of proof is on the purchaser to prove that the goods don’t go with the sellers description, that might be difficult if the description was delivered in words.

Rail companies and travel companies have different guidelines regarding reimbursements of tickets affected by the coronavirus crisis.

Scotrail are giving refunds on many train ticket types. Their process has altered a bit because of the circumstances, and an administration charge might be imposed, depending on the type of ticket.

A valuable guide to refunds that are offered from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have planned travel which is not required or have booked travel to a annulled event should get in touch with the travel service for more information on their individual terms, along with refund policies.

Although the Government has recommended that every person abroad should return to the UK, several are yet trapped without any way to get home.

The Government has taken steps such as specially chartered planes to enable get citizens home, however this might take some time. Meanwhile, they have made numerous suggestions about what those people who are stuck in a foreign country must do.

If somebody suffers or feels they are infected by coronavirus

The authorities of both the region and nation in which the client is residing will provide advice and guidance on what to do if somebody suffers, or believes that they have, coronavirus. Also, the citizen should seek medical assistance and self-quarantine.

The NHS have compiled a guide on symptoms that are normally displayed when somebody is infected by coronavirus. This is listed 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 locate the nearest one to you, please contact 0207 008 1500, or alternatively click:

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

If a visa is expiring quickly

If a visa is expiring, the actions mandatory will depend on the region that the UK citizen finds themselves. If uncertain, check out the travel advice for that nation from the UK foreign and commonwealth office. This guide can be read 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 more info on embassies, or to find the nearest one to you, please call on 0207 008 1500, or otherwise visit:

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

If an affordable flight to home cannot be booked

The travel company should be contacted at teh first place for more info on transport home. They may be able to delay or reimburse payment for the trip home.

People with travel insurance should get in touch with their service provider because the insurance cover will be extended by 60 days if those travelling are making every effort to return home. People who cannot afford travel can even see if their credit card insurance applies.

UK citizens who are stranded should also keep themselves informed on the declarations from local travel firms.

It is vital to get in touch with friends and family to make sure they know that everyone in the party is safe and secure. If possible, they may be able to transfer money to those stranded to pay for coming back home.

Employment & perks / monetary assistance

There is also the option for those trapped to contact their employer and ask for an advance of their wages to pay for travel home. The UK government can even provide monetary aid in certain situations. More info can be accessed on www.gov.uk

If money is over, or those stranded do not have accommodation, or access to meals / water / medical essentials

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

If cash is over whilst stranded in a foreign country, The UK Government can even offer financial aid in a few situations. Additional information can be accessed on www.gov.uk.

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

If the citizen is stuck in a foreign land, they must ascertain that anybody they are taking care of is seen well. If somebody else is taking care of this person, they may be requested to continue to do this till they return back to the UK.

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

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

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

If they are doing a job, they should contact their employer 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 make an application for the self-employment income support scheme.

Benefits or state pension whilst stranded in a foreign country

The stranded person 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, each person is payable for 13 weeks whilst in a foreign country.

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

Any questions or doubts about benefit payments while abroad can be responed by the Department for Work and Pensions (DWP), who can be got in touch with by calling or checking out:

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