The Foreign and Commonwealth Office (FCO) has directed against all but essential travel to foreign countries, cities and areas. This includes two key travel recommended notices: 1. If you are overseas, return to the UK as shortly as as you possibly can if commercial flights are still accessible 2. If you are currently in the UK, don’t travel abroad unless it is absolutely essential Many airlines are now announcing cancellations of flights and the grounding of aircraft after the announcement that many countries are implementing ‘lockdown’ of borders and the restriction of travel to slow the spread of the virus.

The Government has proclaimed a partnership with airlines to plan special chartered planes. These will bring back citizens that are currently stuck abroad. Additional information will be released by the government’s travel advice, all British embassies as well as all British high commissions. A devoted travel supervision firm will be employed for stuck citizens to book and pay for the flight home.

Further information on travelling abroad and current government recommendations are available at www.gov.uk/foreign-travel-advice Customers who are yet to fly to their region – Owed a refund or, in some cases, the option to rebook for another date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Complete expense of the holiday will be refunded. This is happening automatically for some customers, but patrons can get in touch with the company that they made reservations through for further clarification.

Hotel and Flights reserved individually

Consumers are suggested to call their hotels, asking for a repayment/adjustment in dates. Several airlines are letting travellers to rebook flights for free.

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

Travel Insurance policies

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

If customers have planned travel to infected areas after a warning was published in the zone, then there is a chance that any insurance policy may be invalidated by this. Customers are advised to check the details of their insurance policies and if at all unsure, contact their insurance company directly for more information.

New travel insurance policies

In light of present happenings, various insurance companies have terminated selling new travel insurance policies and, in certain circumstances, have altered cover as a result of the coronavirus epidemic. The Association of British Insurers has declared that travel insurance is a product meant to be used in unprecedented conditions, and due to the present condition, problems occuring as a result of coronavirus are no longer deemed ‘unforeseen’.

Already in a foreign country and no means of getting back to the UK – Airlines have a duty of worry to those travellers abroad if they have stopped a return flight. The airline must also pay for any additional charges for accommodation and any food vital. For those customers who have accepted a refund, then the duty of concern ends here. It is then the responsibility of the passenger to arrange travel back to the UK.

In conditions where neither of the above is conceivable, or where patrons feel stranded, they are instructed to contact the embassy in their present location to get additional support. Detailed embassy locations can be found by visiting www.gov.uk/world/embassies and searching based on your destination.

Consumers opting to cancel their travel plans

If there has been no warning published in relation to a country that the traveller selects to travel to, and the consumer selects to call off their plans, then there is no guaranteed right to repayment.

Customers are urged to verify policy and booking approval particulars and to contact their insurance/travel provider if clarification is wanted or a repayment due. If you feel that your customer rights have been violated, 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 through an authorised booking site, then you must usually receive a repayment.

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

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

Rescheduled events

Original tickets should be retained until a rescheduled or altered date is revealed. If there is an issue with the date that the event or concert has been pushed to is unsuitable, then a repayment can be requested through the original booking company.

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

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

Patrons wishing not to attend – If patrons decide not to concerts or sporting events, but the event is still going ahead, there is small likelihood of getting money back.

Cinema cessations

Quiet a few of the greater film franchises have announced that they will be shutting all their screens in the UK until further notice. For patrons who have already gotten tickets, repayments or the possibility to reschedule this to a later date (if possible) are available.

A few of the greater groups with loyalty cards and monthly membership are instructing that monthly charges will resume, with a view to giving the ‘time back’ once service restarts as usual. Others are instructing that they will be stopping payments for memberships. Consumers are advised to watch on the websites and social media apprises from the cinema that they have booked through.

Obtaining back hotel and travel charges

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

Individual terms and conditions may alter, but options may be advanced to delay or rebook on an alternative date due to present conditions.

As a side note, if the hotel or travel provider is incompetent to offer the facility due to the coronavirus epidemic, then a repayment should be paid. Reservations for marriages and special functions

Marriages and special functions could probably be affected by the coronavirus outbreak. If the company or venue catering the service or organising cancels, then a repayment should be prepared for everything that has been cancelled. For those with wedding protection, terms and conditions should be checked for anything that can be claimed back. If it is the customer, or individual who has booked the event that is deciding to cancel or postpone the event, then some fees may apply. Negotiation and discussion with the organiser around delaying the event is essential.

For whatever that has previously been paid in terms of deposits that cannot be repaid, the organiser should outline in detail the cause why a reimbursement is not possible, including any costs they have incurred that are being passed on to the customer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects buyers for orders made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ accountable when a product or service that has been paid for cannot be entertained.

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 throughout the coronavirus crisis. A few delivery companies have announced delays on uneeded products in favour of transporting medical supplies and vital goods. For more details on orders placed or delays experienced, the business delivering the goods must be the initial contact point.

We have detailed the main consumer rights legislation that is relevant in various circumstances below.

Nonetheless, 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

While buying goods from a dealer, the Consumer Rights Act 2015 states they should be:

• Of nice quality (free from any faults / damage and durable)
• As the dealermentioned
• Just like any sample shown
• The same as any model shown  Perfect for the purpose explained to the seller

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

Customers who believe that  anything mentioned above do not apply to their items and have gone beyond the first thirty days after  ordering, may be entitled to replacement or repair which is –

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

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

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

Private Sales – Sale of Goods Act 1979

Whenever something is bought from a private seller, the consumer is insured by the Sale of Goods Act 1979 which states the merchandise must go with the explanation provided by the seller. This comprises:

• Any description in an ad
• Any description given in an email or text
Any description during conversations on the call or personally

If the customer thinks that the products don’t go with the seller’s description, then they can be entitled to;

• A complete reimbursement if the items haven’t been accepted (not used and issue seen immediately)
• Loss – 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 client to prove that the items do not match the sellers description, that can be hard if the description was delivered orally.

Rail companies and travel providers have different policies about re-payments of tickets affected by the coronavirus outbreak.

Scotrail are providing refunds on many train ticket types. Their process has altered a little because of the circumstances, and an administration fee may apply, depending on the ticket type.

A valuable 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 travel that is not necessary or have planned travel to a annulled event should call the travel provider for more info on their individual conditions, as well as refund guidelines.

Though the Government has advised that every person in a foreign land should return to the United Kingdom, several are still stranded without any way to get back home.

The Government has taken steps such as especially chartered flights to enable bring citizens home, however this might take some time. For the timebeing, they have made numerous suggestions regarding what those people who are stranded abroad must do.

If someone suffers or feels they are infected by coronavirus

The Government authorities of both the area and nation in which the client is staying will provide suggestion and assistance on what to do if someone has, or believes that they are infected by, coronavirus. Additionally, the resident should seek medical help and self-quarantine.

The NHS have put together a guide on symptoms that are generally shown when a person 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 area where the UK citizen finds themselves can be used to contact the local authorities. For more info on embassies, or to locate the closest one in your area, please contact 0207 008 1500, or otherwise click:

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

If a visa is expiring quickly

If a visa is coming to an end, the actions mandatory will depend upon the area that the UK citizen finds themselves. If in doubt, check out the travel advice for that nation 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 get in touch with the local authorities. For more info on embassies, or to find the closest one in your area, 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 at teh first place for more info on transport home. They might delay or reimburse payment for the trip to home town.

Those people with travel insurance should get in touch with their service provider because the insurance cover will be extended by 2 months if those travelling are making every effort to go back home. Those who cannot afford travel could also check if their credit card insurance is applicable.

UK citizens who find themselves trapped should also keep themselves informed on the announcements from local travel companies.

It is important 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 people stuck to pay for coming back home.

Employment & perks / monetary aid

There is also the option for those stuck to get in touch with their boss and request for an advance of their payment to pay for travel home. The UK government can also provide financial assistance in certain circumstances. More info can be read on www.gov.uk

If money runs out, or those stranded do not have somewhere to stay, or access to food / water / medical supplies

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

If cash is over whilst stranded abroad, The UK Government can as well provide financial assistance in some circumstances. More details can be read on www.gov.uk.

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

If the citizen is trapped abroad, they must ensure that anyone they are a carer for is looked after. If someone else is taking care of this person, they could be requested to carry on to do this until they return back to the UK.

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

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

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

If they are employed, they must contact their boss 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 request for for the self-employment income support scheme.

Perks or state pension while stuck abroad

The trapped passenger will still receive 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 one is payable for 13 weeks whilst abroad.

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

Any questions or concerns about benefit payments whilst abroad can be answered 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