The Foreign and Commonwealth Office (FCO) has suggested against all but necessary travel to foreign land, cities and areas. This comprises two main travel advisory notices: 1. If you are in a foreign country, return to the UK as soon as possible if commercial flights are still accessible 2. If you are presently in the UK, don’t travel abroad unless it is totally essential Many airlines are now announcing terminations of flights and the grounding of aircraft after the revelation that several countries are implementing ‘lockdown’ of borders and the restraint of movement to slow the spread of the virus.

The Government has proclaimed a partnership with airlines to organise special chartered flights. These will bring back nationals that are currently marooned abroad. Further information will be issued by the government’s travel advice, all British embassies as well as all British high commissions. A committed travel administration firm will be used for marooned residents to reserve and pay for the flight back home.

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

Flight and Holiday Cancellations

Flights being part of a holiday package

Whole cost of the holiday will be compensated. This is happening automatically for some consumers, but customers can contact the company that they made reservations through for extra clarification.

Flights and hotel booked individually

Consumers are recommended to call their hotels, asking for a refund/modification in dates. Many airlines are letting travellers to rebook flights for free.

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

Travel Insurance policies

Patrons are urged to check the specifics of travel insurance policies that they have bought. These may payout financial compensation in conditions where other ways do not.

If customers have organised travel to affected regions after a notice was announced in the area, then there is a chance that any insurance policy may be nullified by this. Consumers are advised to verify the particulars of their insurance policies and if at all uncertain, contact their insurance company directly for further information.

New travel insurance policies

In light of recent happenings, many insurance companies have terminated selling new travel insurance policies and, in certain conditions, have altered cover as a consequence of the coronavirus pandemic. The Association of British Insurers has stated that travel insurance is a product meant to be used in unprecedented circumstances, and owing to the existing circumstances, concerns surfacing as a consequence of coronavirus are no longer deemed ‘unforeseen’.

Already abroad and no channels of returning back to the UK – Airlines have a duty of concern to those travellers overseas if they have terminated a return flight. The airline ought to furthermore pay for any additional charges for housing and any food required. For those customers who have taken a reimbursement, then the responsibility of care ends here. It is then the obligation of the traveller to organise travel back to the UK.

In conditions where neither of the above is possible, or where consumers feel stranded, they are advised to contact the embassy in their present locality to seek further help. Detailed embassy locations can be found by visiting www.gov.uk/world/embassies and searching depending on your destination.

Travellers opting to cancel their travel plans

If there has been no caution released in regard to a country that the customer selects to go to, and the consumer picks to call off their plans, then there is no guaranteed right to reimbursement.

Travellers are advised to verify policy and booking approval specifics and to contact their insurance/travel source if clarification is required or a reimbursement due. If you belive that your customer rights have been waived, 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 by means of an authorised booking site, then you should genrally obtain a repayment.

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

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

Postponed events

Original tickets should be retained until a rearranged or revised date is revealed. If there is an issue with the date that the event or concert has been pushed to is unsuitable, then a refund can be asked for through the original booking company.

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

Specific events may be different, contingent on the terms and conditions of the planner.

Consumers deciding not to show up – If customers decide 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 greater film chains have declared that they will be closing all their screens in the UK until further notice. For customers who have already gotten tickets, refunds or the choice to postpone this to a later date (if possible) are offered.

A few of the bigger groups with loyalty cards and monthly membership are instructing that monthly charges will resume, with a view to imparting the ‘time back’ once amenities restarts as usual. Others are advising that they will be pausing payments for memberships. Customers are recommended to watch on the websites and social media apprises from the cinema that they have booked through.

Claiming back hotel and travel costs

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

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

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

Marriages and special occasions could possibly be afflicted by the coronavirus outbreak. If the venue or company catering the service or managing cancels, then a repayment should be organised for everything that has been cancelled. For those with wedding insurance, terms and conditions should be checked for everything that can be retrieved back. If it is the customer, or person who has booked the event that is wishing to cancel or postpone the event, then some charges may 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 refunded, the planner should outline in detail the cause why a refund is not probable, consisting any costs they have sustained that are being passed on to the buyer.

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’ liable 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, clients can contact their bank and try and make a claim through the ‘chargeback scheme’. This cannot be enforced 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 pandemic. A few delivery companies have proclaimed delays on unnecessary goods for shipping medical items and essential goods. For additional details on orders placed or delays experienced, the company delivering the goods should be the very first contact point.

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

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When purchasing merchandise from a agent, the Consumer Rights Act 2015 states they must be:

• Of nice quality (free from any defects / damage and durable)
• As the dealerexplained
• Just like any sample shown
• Just like any model shown  Perfect for the purpose told to the agent

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

Customers who think that  anything mentioned above don’t apply to their products and have exceeded the initial 30 days after  ordering, can be entitled to repair or replacement which is –

• Free of cost
• Repair should be long lasting
• Replacement should be like for like
• Within reasonable timescale
• Without resulting in considerable problem

In case a repair/replacement isn’t possible then they may rather be permitted to:

• Keep the products for a reduced rate
• Return back the goods for a repayment (full refund within six months or partial repayment after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is bought from a private seller, the customer is insured by the Sale of Goods Act 1979 which states the goods must go with the explanation given by the seller. This comprises:

• Any description in an ad
• Any description given in an e-mail or text message
Any description during discussions over the phone or face to face

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

• A complete re-payment if the products haven’t been accepted (not used and defect observed quickly)
• Loss – a monetary amount to cover repairs or the difference between what was paid and what the products are worth

The trouble of proof is on the client to prove that the items don’t match the sellers description, that could be tough if the description was delivered orally.

Rail companies and travel companies have different rules about re-payments of tickets affected by the coronavirus crisis.

Scotrail are giving refunds on numerous train ticket types. Their process has changed slightly due to the circumstances, and an administration charge might be imposed, depending upon the ticket type.

A useful guide to refunds that are provided from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have planned travel which is not necessary or have planned travel to a cancelled occasion should call the travel provider for more info on their individual terms, as well as refund guidelines.

Although the Government has suggested that everybody in a foreign land should return to the United Kingdom, many are still trapped without any means to come back home.

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

If someone has or feels they are infected by coronavirus

The authorities of both the area and country in which the customer is staying will provide advice and assistance on what to do if somebody suffers, or feels that they are infected by, coronavirus. Also, the resident should seek medical assistance and self-isolate.

The NHS have come up with a guide on signs that are normally displayed when a person is suffering from 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 resides can be used to contact the local authorities. For more info on embassies, or to find the closest one in your area, please call on 0207 008 1500, or simply check out:

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

If a visa is expiring soon

If a visa is expiring, the actions necessary will depend on the location that the UK citizen finds themselves. If uncertain, look at the travel advice for that nation from the UK foreign and commonwealth office. This guide can be found by checking out:

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 find the nearest one to you, please call on 0207 008 1500, or simply check out:

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

If a reasonably priced flight to home cannot be found

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

People having travel insurance must contact their provider because the insurance cover will be extended by 60 days if those travelling are making every single effort to go back home. Those who can’t afford travel could also see if their credit card insurance applies.

UK citizens who find themselves stuck must also keep themselves informed on the announcements from local travel firms.

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

Employment & benefits / financial aid

There is also the choice for those trapped to get in touch with their manager and request for an advance of their payment to pay for travel home. The UK government can also provide monetary aid in a few situations. More info can be accessed on www.gov.uk

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

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

If money runs out whilst stranded abroad, The UK Government can even provide financial help in certain situations. More info can be accessed on www.gov.uk.

If the trapped passenger has to care for someone in the UK

If the citizen is stuck in a foreign country, they should ensure that anybody 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 return to the UK.

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

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

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

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

If they are employed, they can still 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 while stranded in a foreign country

The stranded passenger will still attain Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for up to 4 weeks.

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

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

Any queries or concerns regarding 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 clicking:

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