The Foreign and Commonwealth Office (FCO) has directed against all but necessary travel abroad, towns and regions. This entails two main 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 open 2. If you are presently in the UK, do not travel to foreign land except if it is utterly vital Many airlines are now stating terminations of flights and the stalling of aircraft after the revelation that several countries are executing ‘lockdown’ of borders and the constraint of movement to slow the spread of the virus.

The Government has announced a partnership with airlines to organise special chartered planes. These will bring back nationals that are presently marooned abroad. Further information will be released by the government’s travel advice, all British embassies as well as all British high commissions. A devoted travel administration company will be utilized for stuck residents to book and pay for the flight home.

More details on going abroad and current government suggestions are accessible 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 option to rebook for another date.

Flight and Holiday Cancellations

Flights as part of a holiday package

Whole cost of the holiday will be repaid. This is happening inevitably for some patrons, but consumers can contact the company that they booked through for additional explanation.

Flights and hotel reserved separately

Patrons are advised to call their hotels, asking for a repayment/change in dates. Various airlines are permitting passengers to rebook flights for free.

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

Travel Insurance policies

Customers are advised to check the particulars of travel insurance policies that they have taken out. These may payout financial compensation in situations where other means do not.

If patrons have organised travel to infected zones after a caution was published in the zone, then there is a possibility that any insurance policy may be invalidated by this. Patrons are urged 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 current events, various insurance companies have stopped selling new travel insurance plans and, in some situations, have changed cover as a result of the coronavirus pandemic. The Association of British Insurers has affirmed that travel insurance is a product meant to be used in unprecedented conditions, and owing to the current situation, concerns surfacing as a result of coronavirus are no longer deemed ‘unforeseen’.

Already in a foreign country and no channels of returning back to the UK – Airlines have a obligation of care to those travellers in a foreign country if they have terminated a return flight. The airline should furthermore pay for any additional charges for accommodation and any food required. For those customers who have accepted a repayment, then the responsibility of care finishes here. It is then the duty of the passenger to organise travel back to the UK.

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

Customers choosing to cancel their travel plans

If there has been no caution published in regard to a destination that the consumer selects to go to, and the customer chooses to abandon their plans, then there is no certain right to repayment.

Consumers are advised to check policy and booking approval details and to contact their insurance/travel provider if explanation 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 assistance.

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 via an certified booking site, then you ought to genrally obtain a refund.

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

It is suggested that for any other ticket merchant, the individual 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 option to rebook at a later date if the event is being rescheduled.

Postponed events

Original tickets should be retained 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 repayment can be asked for through the original booking company.

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

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

Consumers deciding not to attend – If customers decide not to concerts or sporting events, but the event is still taking place, there is not much likelihood of getting money back.

Cinema closures

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

A few of the greater groups with loyalty cards and monthly membership are recommending that monthly fees will carry on, with a view to offering the ‘time back’ once service recommences as usual. Others are instructing that they will be pausing payments for memberships. Customers are recommended to watch on the websites and social media informs from the cinema that they have booked through.

Claiming back hotel and travel expenditures

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

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

As a side note, if the hotel or travel provider is incompetent to offer the service due to the coronavirus epidemic, then a refund should be paid. Deposits for weddings and special events

Weddings and special functions could potentially be affected by the outbreak of coronavirus. If the venue or company catering the ceremony or arranging cancels, then a refund should be prepared for everything that has been cancelled. For those with wedding insurance, terms and conditions should be checked for anything that can be claimed back. If it is the buyer, or person who has booked the event that is deciding to cancel or reschedule the event, then some charges might apply. Negotiation and discussion with the coordinator around postponing the event is vital.

For whatever that has previously been paid in terms of deposits that cannot be reimbursed, the planner should outline in detail the cause why a repayment is not conceivable, including 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 product or service 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 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 crisis. A couple of delivery firms have declared delays on unnecessary items in favour of shipping medical items and essential products. For additional info on orders already placed or delays experienced, the company shipping the items should be the initial point of contact.

We have explained the key consumer rights legislation that is valid in various situations below.

But, a more inclusive guide to consumer rights, including 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

When purchasing goods from a seller, the Consumer Rights Act 2015 states they must be:

• Of nice quality (free from any defects / damage and long-lasting)
• As the dealertold
• Exactly like any sample shown
• Exactly like any model shown  Right for the idea explained to the dealer

When asking for repair/replacement within first 30 days, then the consumer enters the wait period with the remaining 30 days (minimum of 7 days) resuming after repair/replacement.

Purchasers who believe that  any of the above don’t apply to their items and have gone beyond the first 30 days after  ordering, can be entitled to repair or replacement which is –

• Free of charge
• Repair should be lasting
• Replacement should be same
• Within reasonable timescale
• Without resulting in considerable trouble

If a repair or replacement is not possible then they may instead be entitled to:

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

Private Sales – Sale of Goods Act 1979

If something is purchased from a private seller, the consumer is insured by the Sale of Goods Act 1979 which declares the products must go with the explanation provided by the seller. This comprises:

• Any description in an advert
• Any description given in an e-mail or text message
Any description during conversations over the phone or in person

If the customer feels that the items don’t match the seller’s description, then they might be eligible for;

• A complete reimbursement if the products have not been accepted (not used and defect noted quickly)
• Damages – a monetary amount to apy for mending or the difference between the amount that was paid and what the items are worth

The burden of proof is on the client to confirmverify that the items don’t go with the sellers description, which might be hard if the description was delivered in words.

Rail companies and travel companies have different rules about refunds of tickets impacted by the coronavirus pandemic.

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

A valuable guide to refunds that are offered from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have booked a trip which is no longer necessary or have planned travel to a cancelled event should call the travel service for more information on their individual conditions, along with refund policies.

Although the Government has Informed that everybody in a foreign country should return back to the UK, many are yet stranded without any way to come back home.

The Government has adopted steps such as especially chartered planes to help get citizens home, however this may take time. In the meanwhile, they have made several suggestions regarding what people who are trapped abroad need to do.

If someone has or feels they are infected by coronavirus

The Government authorities of both the region and nation in which the customer is residing will provide advice and assistance on what to do if someone suffers, or feels that they are infected by, coronavirus. Additionally, the resident must seek medical help and self-isolate.

The NHS have compiled a guide on symptoms that are typically 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 resides can be used to get in touch with the local authorities. For additional information on embassies, or to locate the closest one in your area, please get in touch with 0207 008 1500, or alternatively click:

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

If a visa is coming to an end soon

If a visa is expiring, the measures mandatory will depend on the region that the UK citizen is located. If uncertain, look at the travel advice for that country from the UK foreign and commonwealth office. This guide can be located by visiting:

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

Additionally, the local embassy or consulate 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 visit:

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

If an affordable flight home cannot be found

The travel company must be contacted in the first instance for more information on flying back home. They might delay or waive payment for the trip home.

Those with travel insurance must contact their provider as the insurance cover will be extended by 2 months if those travelling are making every single effort to return home. People who cannot afford travel could also see if their credit card insurance is applicable.

UK citizens who find themselves stranded should also keep themselves updated on the notice from local travel firms.

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

Employment & benefits / monetary assistance

There is also the option for those stranded to contact their employer and request for an advance of their salary to pay for travel home. The UK government can even offer monetary help in some circumstances. Additional info can be accessed on www.gov.uk

If cash is over, or those stuck do not have somewhere to stay, or access to meals / water / medical essentials

The UK Government has promised to guaranteeing that British citizens in foreign country have access to housing, medical supplies, food and water.

If cash runs out whilst stuck in a foreign country, The UK Government can as well provide monetary assistance in some situations. Additional information can be read on www.gov.uk.

If the trapped passenger needs to take care for someone in the UK

If the citizen is trapped in a foreign land, they must ensure that anyone they are taking care of is looked after. If somebody else is looking after this person, they may be asked to continue to do this until they fly back to the UK.

They may ask family or friends to look after this person until they return.

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

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

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

If they are working, 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.

Perks or state pension while stranded in a foreign land

The trapped person will still attain Universal Credit, Housing Benefit and Pension Credit if they are in a foreign land for up to 4 weeks.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, each one is payable for thirteen weeks while abroad.

The State Pension will be paid irrespective of how long the citizen stays abroad.

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 got in touch with by calling or checking out:

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