The Foreign and Commonwealth Office (FCO) has suggested against all but necessary travel abroad, towns and locations. This comprises two key travel advisory notices: 1. If you are overseas, return to the UK as shortly as possible if commercial flights are still accessible 2. If you are presently in the UK, do not travel abroad except if it is absolutely indispensible Many airlines are now declaring terminations of flights and the stalling of aircraft after the revelation that several countries are implementing ‘lockdown’ of borders and the restriction of travel to lower the spread of the virus.

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

Further information on going abroad and current government suggestions are accessible at www.gov.uk/foreign-travel-advice Patrons who are yet to travel to their destination – Owed a compensation or, in some cases, the possibility to rebook for alternative date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Entire amount of the holiday will be compensated. This is happening inevitably for some customers, but patrons can get in touch with the company that they made reservations through for further explanation.

Hotel and Flights booked independantly

Patrons are suggested to get in touch with their hotels, requesting a refund/modification in dates. Several airlines are letting passengers to rebook flights for free.

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

Travel Insurance policies

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

If customers have organised travel to affected areas after a warning was announced in the region, then there is a possibility that any insurance policy may be nullified by this. Customers are recommended to check the details of their insurance policies and if at all unsure, contact their insurance company straight for extra information.

New travel insurance policies

In light of recent affairs, several insurance companies have ceased selling new travel insurance policies and, in some conditions, have altered cover as a result of the coronavirus epidemic. The Association of British Insurers has affirmed that travel insurance is a product meant to be utilized in unforeseen situations, and owing to the present circumstances, concerns arising as a outcome of coronavirus are no longer deemed ‘unforeseen’.

Already overseas and no meathods of getting back to the UK – Airlines have a responsibility of care to those customers in a foreign country if they have terminated a return flight. The airline should also pay for any additional expenses for stay and any food essential. For those patrons who have accepted a refund, then the duty of concern finishes here. It is then the obligation of the passenger to organise travel back to the UK.

In situations where neither of the above is probable, or where consumers feel trapped, they are instructed to contact the embassy in their current locality to obtain additional help. Individual embassy locations can be found by visiting www.gov.uk/world/embassies and searching depending on your destination.

Consumers opting to cancel their travel plans

If there has been no notice published in regard to a destination that the customer chooses to journey to, and the customer selects to cancel their plans, then there is no guaranteed right to compensation.

Travellers are urged to verify policy and booking confirmation details and to contact their insurance/travel source if clarification is required or a repayment due. If you feel that your customer rights have been waived, 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 by means of an official booking site, then you ought to genrally receive a reimbursement.

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

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

Postponed events

Original tickets should be kept until a rescheduled or changed date is declared. If there is an issue with the date that the event or concert has been moved to is incompatible, then a reimbursement can be asked for via the original booking company.

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

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

Consumers wishing not to show up – If customers decide not to concerts or sporting events, but the event is still going ahead, there is small chance of getting money back.

Cinema cessations

Quiet a few of the larger cinema franchises have stated that they will be closing all their screens in the UK until further communication. For patrons who have already gotten tickets, refunds or the option to reschedule this to a later date (if possible) are presented.

A few of the bigger franchises 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 regular. Others are instructing that they will be resting payments for memberships. Customers are instucted to watch on the websites and social media apprises from the cinema that they have booked through.

Obtaining back hotel and travel expenditures

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

Specific terms and conditions may vary, but options may be offered to delay or rebook on an alternative date due to recent situations.

As a side note, if the hotel or travel provider is incapable to deliver the facility due to the coronavirus outbreak, then a reimbursement should be paid. Reservations for weddings and special events

Weddings and special events could possibly be affected by the coronavirus outbreak. If the venue or company providing the service or arranging cancels, then a repayment should be prepared for everything that has been cancelled. For those with wedding cover, terms and conditions should be checked for everything that can be retrieved back. If it is the buyer, or person who has reserved the event that is choosing to cancel or rearrange the event, then some fees may apply. Negotiation and discussion with the planner around rescheduling the event is key.

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

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

Consumer rights remain unchanged throughout the coronavirus crisis. A couple of delivery companies have proclaimed delays on avoidable goods in favour of transporting medical items and necessary products. For additional information on orders placed or delays experienced, the firm delivering the products should be the first contact point.

We have outlined the important consumer rights legislation that is relevant in different circumstances listed below.

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When ordering merchandise from a agent, the Consumer Rights Act 2015 declares they must be:

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

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

Consumers who believe that  anything mentioned above don’t fit for their items and have exceeded the initial thirty days after  ordering, can be eligible for repair or replacement that is –

• Free of cost
• Repair should be long term
• Replacement should be same
• Within practical time frame
• Without causing significant difficulty

If a repair/replacement is not possible then they may rather be allowed to:

• Keep the merchandise for a reduced price
• Return the products for a refund (total refund within six months or perhaps partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is ordered 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 incorporates:

• Any description in an advert
• Any description given in an email or text
Any description during chats on the call or face to face

If the customer believes that the items do not go with the seller’s description, then they could be eligible for;

• A total refund if the goods haven’t been accepted (not used and defect seen quickly)
• Loss – a monetary amount to apy for repairs or the difference between the amount that was paid and what the products are worth

The burden of proof is on the buyer to prove that the goods don’t go with the sellers description, which might be hard if the description was given orally.

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

Scotrail are offering refunds on several train ticket types. Their process has changed a bit because of the circumstances, and an administration fee might apply, depending upon the ticket type.

A helpful guide to refunds that are provided from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those people who have booked a trip that is not essential or have booked travel to a annulled event should contact the travel service for more details on their individual conditions, including refund policies.

Although the Government has advised that everybody in a foreign land must return to the UK, many are still trapped without any way to get home.

The Government has adopted steps such as especially chartered flights to enable bring citizens home, however this may take some time. For the timebeing, they have made a lot of suggestions about what those stuck in a foreign country should do.

If someone suffers or feels they have coronavirus

The Government authorities of both the region and nation in which the client is residing will give suggestion and help on what to do if somebody has, or feels that they have, coronavirus. Also, the resident should take medical assistance and self-isolate.

The NHS have come up with a guide on signs that are generally revealed when somebody has coronavirus. This is available 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 more information on embassies, or to locate the nearest one to you, please call on 0207 008 1500, or otherwise click:

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

If a visa is expiring soon

If a visa is coming to an end, the actions necessary will depend on the area that the UK citizen is located. If in doubt, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be found 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 info on embassies, or to find the one in your vicinity, please contact 0207 008 1500, or simply check out:

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

If an affordable air flight home cannot be found

The travel company should be contacted at teh first place for more information on going back home. They may be able to delay or waive payment for the trip to home town.

People having travel insurance must get in touch with their provider because the insurance cover will be extended by 2 months if those travelling are making every effort to return home. People who cannot afford travel can also see if their credit card insurance applies.

UK citizens who are trapped should even keep themselves updated on the messages from local travel companies.

It is vital to get in touch with family and friends to ensure they are aware that everyone in the party is safe and secure. If possible, they may be able to transfer money to those people stranded to pay for transport home.

Employment & perks / monetary support

There is also the choice for those trapped to contact their boss and request for an advance of their salary to pay for travel home. The UK government can even offer financial assistance in certain situations. More info can be read on www.gov.uk

If money runs out, or those stranded don’t have somewhere to stay, or access to meals / water / medical essentials

The UK Government has committed to ensuring that British citizens in foreign country have access to accommodation, medical essentials, water and food.

If money is over whilst stuck in a foreign country, The UK Government can also offer monetary aid in some circumstances. More information can be accessed on www.gov.uk.

If the trapped passenger has to care for somebody back in the UK

If the citizen is trapped abroad, they should make sure that anybody they are taking care of is seen well. If somebody else is taking care of this person, they could be asked to continue to do this until they come back to the UK.

They may ask family or friends to take care of 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 trapped passenger has tension about their job or self-employment

If they are employed, they should be in touch with their employer wherever possible to keep them updated 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.

Perks or state pension whilst trapped abroad

The stranded person will still receive Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for around a month.

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

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

Any questions or concerns about benefit payments while abroad can be responed by the Department for Work and Pensions (DWP), who can be contacted by calling or clicking:

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