The Foreign and Commonwealth Office (FCO) has advised against all but essential travel abroad, towns and locations. This includes two important travel recommended notices: 1. If you are overseas, return to the UK as shortly as possible if commercial flights are still open 2. If you are currently in the UK, do not travel abroad unless it is utterly essential Many airlines are now stating cancellations of flights and the stalling of aircraft after the announcement that many countries are executing ‘lockdown’ of borders and the constraint of movement to reduce the spread of the virus.

The Government has declared a collaboration with airlines to plan special chartered flights. These will bring back citizens that are currently marooned abroad. Further information will be released by the government’s travel advice, all British embassies and all British high commissions. A committed travel management firm will be used for stranded residents to book and pay for the flight back home.

Additional details on travelling abroad and existing government advices are offered at www.gov.uk/foreign-travel-advice Consumers who are yet to travel to their region – Owed a repayment or, in some cases, the possibility to rebook for another date.

Flight and Holiday Cancellations

Flights being part of a holiday package

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

Flights and hotel reserved independantly

Consumers are recommended to contact their hotels, requesting a compensation/adjustment in dates. Various airlines are permitting commuters to rebook flights for free.

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

Travel Insurance policies

Patrons are advised to make sure the specifics of travel insurance policies that they have procured. These may extend financial compensation in circumstances where other means do not.

If patrons have arranged travel to infected zones after a caution was announced in the region, then there is a chance that any insurance policy may be invalidated by this. Patrons are urged to check 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 recent events, many insurance companies have terminated selling new travel insurance policies and, in some situations, have modified cover as a result of the coronavirus outbreak. The Association of British Insurers has affirmed that travel insurance is a product meant to be used in unforeseen conditions, and due to the present situation, issues surfacing as a result of coronavirus are no longer deemed ‘unforeseen’.

Already overseas and no means of getting back to the UK – Airlines have a duty of worry to those customers in a foreign country if they have terminated a return flight. The airline should moreover pay for any extra charges for stay and any food required. For those customers who have taken a refund, then the duty of concern ends here. It is then the duty of the commuter to coordinate travel back to the UK.

In circumstances where none of the above is possible, or where consumers feel trapped, they are instructed to contact the embassy in their present locality to get more help. Specific embassy locations can be found by visiting www.gov.uk/world/embassies and searching based on your destination.

Travellers wanting to cancel their travel plans

If there has been no caution released in regard to a destination that the consumer picks to journey to, and the consumer picks to call off their plans, then there is no guaranteed right to repayment.

Travellers are urged to check policy and booking confirmation specifics and to contact their insurance/travel source if clarification is necessary or a repayment due. If you feel that your consumer 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 reserved by means of an certified booking site, then you ought to normally obtain a reimbursement.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory association and as such, require firms enlisted with them to refund the ticket’s face value cost when an event is cancelled. This does not comprise 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 business 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.

Rescheduled events

Original tickets should be kept until a rearranged or revised date is announced. If there is an problem with the date that the event or concert has been pushed to is not fitting, then a reimbursement can be asked for via the original booking company.

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

Specific events may differ, contingent on the terms and conditions of the coordinator.

Customers deciding not to show up – If customers choose not to concerts or sporting events, but the event is still carrying on, there is little likelihood of getting money back.

Cinema closings

Quiet a few of the big cinema franchises have declared that they will be terminating all their screens in the UK until further communication. For customers who have already purchased tickets, repayments or the possibility to reschedule this to a later date (if possible) are available.

A few of the larger groups with loyalty cards and monthly membership are advising that monthly charges will continue, with a view to giving the ‘time back’ once amenities recommences as usual. Others are instructing that they will be stopping payments for memberships. Consumers 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 terminated due to the coronavirus outbreak and there have been charges suffered for hotels and travel, then the businesses for all of these should be contacted for more information on refunds.

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

As a side note, if the hotel or travel provider is incapable to offer the amenity due to the coronavirus pandemic, then a repayment should be paid. Deposits for marriages and special events

Weddings and special functions could potentially be affected by the coronavirus outbreak. If the company or venue providing the service or arranging cancels, then a refund should be arranged for whatever has been cancelled. For those with wedding insurance, terms and conditions should be checked for anything that can be obtained back. If it is the consumer, or person who has reserved the event that is wishing to cancel or rearrange the event, then some costs may apply. Negotiation and discussion with the coordinator around postponing the event is key.

For anything that has already been paid in terms of deposits that cannot be refunded, the organiser should define in detail the basis why a repayment is not conceivable, 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 get in touch with their bank and try to 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 are unchanged throughout the coronavirus crisis. Some delivery and logistical firms have announced delays on non-essential products for transporting medical items and essential goods. For more info on orders placed or delays experienced, the firm delivering the products should be the very first contact point.

We have outlined the important consumer rights legislation that is applicable in different circumstances 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

When ordering goods from a dealer, the Consumer Rights Act 2015 declares they should be:

• Of satisfactory quality (free from any faults / damage and durable)
• As the agentmentioned
• Exactly like any sample shown
• The same as any model shown  Fit for the purpose explained to the trader

When asking for repair or replacement within 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  any of the above do not apply to their products and have gone beyond the first thirty days after  ordering, can be eligible for repair or replacement which is –

• Free of cost
• Repair should be permanent
• Replacement should be exact same
• Within reasonable timescale
• Without leading to significant inconvenience

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

• Keep the merchandise for a reduced price
• Return the items for a reimbursement (total repayment in 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 consumer is covered by the Sale of Goods Act 1979 which states the products must suit the description provided by the seller. This incorporates:

• Any description in an advert
• Any description provided in an e-mail or text message
Any description during conversations over the phone or face to face

If the purchaser feels that the items don’t match the seller’s description, then they may be entitled to;

• A full re-payment if the goods haven’t been accepted (not used and fault noted instantly)
• Damages – a monetary amount to apy for repairs or the difference between the amount that was paid and what the goods are really worth

The burden of proof is on the purchaser to prove that the items don’t match the sellers description, that might be difficult if the description was delivered in words.

Rail companies and travel services have different policies about refunds of tickets impacted by the coronavirus outbreak.

Scotrail are giving reimbursements on several train ticket types. Their process has altered a bit due to the circumstances, and an administration charge might be imposed, depending on the ticket type.

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 planned a trip that is no longer needed or have booked travel to a cancelled event should get in touch with the travel service for more details on their individual terms, as well as refund policies.

Though the Government has advised that everybody abroad should come back to the United Kingdom, a lot are yet stranded with no way to come back home.

The Government has taken steps like specially chartered flights to enable bring citizens home, however this might take time. For now, they have made a lot of suggestions regarding what those stranded in a foreign country should do.

If somebody has or believes they have coronavirus

The authorities of both the region and nation in which the buyer is residing will give advice and guidance on what to do if someone has, or believes that they are infected by, coronavirus. Also, the citizen must seek medical help and self-quarantine.

The NHS have put together a guide on signs that are typically shown when a person is suffering from 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 finds themselves can be used to contact the local authorities. For more information on embassies, or to find the closest one in your area, please contact 0207 008 1500, or simply 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 actions necessary will depend upon the region that the UK citizen finds themselves. If doubtful, check out 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

Additionally, the local embassy or consulate can be used to get in touch with the local authorities. For more information on embassies, or to find the nearest one to you, please contact 0207 008 1500, or otherwise visit:

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

If a inexpensive flight 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 with travel insurance should get in touch with their provider as the cover will be extended by 2 months if those travelling are making every effort to go back home. People who can’t afford travel may also see if their credit card insurance is applicable.

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

It is important to contact family and friends to make sure they know that everybody in the party is safe. If possible, they may be able to transfer cash to people stuck to pay for transport home.

Employment & benefits / financial aid

There is also the choice for those stuck to get in touch with their boss and ask for an advance of their payment to pay for travel home. The UK government can even provide financial assistance in certain situations. Additional info can be accessed on www.gov.uk

If money is over, or those stranded don’t have somewhere to stay, or access to meals / water / medical supplies

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

If cash runs out whilst stuck in a foreign land, The UK Government can also offer financial aid in a few circumstances. Additional information can be accessed on www.gov.uk.

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

If the citizen is stuck abroad, they should ensure that anybody they are taking care of is looked after. If somebody else is taking care of this person, they could be asked to carry on to do this until they fly back to the UK.

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

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

If the stranded passenger has tension about their employment or self-employment

If they are working, they should be in touch with their employer wherever possible to keep them informed on their condition.

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

Benefits or state pension whilst stranded abroad

The trapped passenger will still attain 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 one is payable for 13 weeks while abroad.

The State Pension will be paid regardless of how long the citizen has been abroad.

Any questions or doubts regarding benefit payments whilst in a foreign country can be responed 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