The Foreign and Commonwealth Office (FCO) has directed against all but essential travel to foreign land, cities and locations. This comprises two important travel recommended notices: 1. If you are abroad, return to the UK as quickly as possible if commercial flights are still available 2. If you are currently in the UK, don’t travel abroad unless it is totally indispensible Several airlines are now announcing cessations of flights and the grounding of aircraft after the revelation that various countries are implementing ‘lockdown’ of borders and the restriction of travel to lower the increase of the virus.

The Government has proclaimed a affiliation with airlines to plan special chartered flights. These will bring back residents that are currently stranded abroad. Further information will be released by the government’s travel advice, all British embassies and all British high commissions. A dedicated travel administration company will be utilized for stranded nationals to reserve and pay for the flight back home.

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

Flight and Holiday Cancellations

Flights being part of a package holiday

Complete expense of the holiday will be refunded. This is happening inevitably for some customers, but consumers can get in touch with the company that they booked through for additional clarification.

Hotel and Flights booked independantly

Customers are advised to get in touch with their hotels, asking for a repayment/adjustment in dates. Several airlines are letting passengers to rebook flights for free.

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

Travel Insurance policies

Consumers are recommended to make sure the specifics of travel insurance policies that they have bought. These may payout financial reparation in circumstances where other means do not.

If customers have organised travel to infected areas after a caution was published in the zone, then there is a chance that any insurance policy may be discredited by this. Consumers are recommended to check the details of their insurance policies and if at all unsure, contact their insurance company directly for further information.

New travel insurance policies

In light of current happenings, several insurance companies have terminated selling new travel insurance policies and, in several conditions, 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 utilized in unforeseen situations, and owing to the current condition, problems surfacing as a result of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no channels of returning back to the UK – Airlines have a duty of concern to those passengers abroad if they have cancelled a return flight. The airline must also pay for any further charges for accommodation and any food required. For those consumers who have accepted a refund, then the obligation of concern finishes here. It is then the obligation of the traveller to arrange travel back to the UK.

In situations where neither of the above is conceivable, or where consumers feel trapped, they are recommended to contact the embassy in their present location to get further support. Individual embassy locations can be obtained 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 caution issued in relation to a country that the customer picks to travel to, and the traveller picks to cancel their plans, then there is no guaranteed right to compensation.

Consumers are advised to check policy and booking confirmation specifics and to contact their insurance/travel source if clarification is necessary or a refund due. If you think 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 reserved by means of an certified booking site, then you must normally receive a repayment.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory organisation 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 individual 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 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 rescheduled or revised date is declared. If there is an problem with the date that the event or concert has been postponed 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.

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

Customers choosing not to attend – If customers wish not to concerts or sporting events, but the event is still carrying on, there is not much possibility of getting money back.

Cinema closures

Numerous of the larger film groups have stated that they will be closing all their screens in the UK until further communication. For consumers who have already gotten tickets, repayments or the choice to reschedule this to a later date (if possible) are offered.

A few of the bigger franchises with loyalty cards and monthly membership are recommending that monthly payments will carry on, with a view to giving the ‘time back’ once facilities restarts as regular. Others are instructing that they will be pausing payments for memberships. Consumers are recommended to watch on the websites and social media apprises from the cinema that they have booked through.

Claiming back hotel and travel charges

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

Individual terms and conditions may differ, but possibilities may be offered to reschedule or rebook on an alternative date due to recent circumstances.

As a side note, if the hotel or travel provider is incompetent to deliver the facility due to the coronavirus pandemic, then a refund should be paid. Bookings for weddings and special occasions

Weddings and special occasions could probably be affected by the coronavirus outbreak. If the venue or company offering the ceremony or organising cancels, then a repayment should be arranged for whatever has been cancelled. For those with wedding cover, terms and conditions should be checked for whatever that can be retrieved back. If it is the consumer, or individual who has booked the event that is deciding to cancel or reschedule the event, then some charges may apply. Negotiation and discussion with the coordinator around rescheduling the event is vital.

For anything that has already been paid in terms of deposits that cannot be refunded, the planner should outline in detail the reason why a repayment is not possible, including 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 consumers for purchases made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ liable when a service or product that has been paid for cannot be entertained.

For purchases under £100 made on a credit card, or those made on a debit card, buyers 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 scheme is at the discretion of the bank or building society.

Consumer rights remain unaffected during the coronavirus crisis. Some delivery and logistical firms have proclaimed delays on uneeded products for shipping medical supplies and vital items. For extra details on orders already placed or delays experienced, the business delivering the products should be the first contact point.

We have explained the main consumer rights legislation that is applicable in various situations below.

Nonetheless, a complete guide to consumer rights, covering 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 buying merchandise from a trader, the Consumer Rights Act 2015 declares they should be:

• Of satisfactory quality (free from any defects / damage and durable)
• As the agentmentioned
• Exactly like any sample shown
• Exactly like any model shown  Right for the idea told to the dealer

When asking for repair/replacement in the first thirty days, then the buyer enters the wait period with the remaining thirty days (minimum of 7 days) resuming after replacement or repair.

Buyers who believe that  any of the above don’t fit for their goods and have exceeded the first thirty days after  ordering, may be eligible for repair/replacement that is –

• Free of cost
• Repair should be durable
• Replacement should be same
• Within practical time frame
• Without leading to considerable trouble

If a repair/replacement is not possible then they might rather be entitled to:

• Keep the goods for a lesser rate
• Return back the products for a refund (total repayment in six 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 states the merchandise must suit the explanation provided by the seller. This incorporates:

• Any description in an ad
• Any description given in an e-mail or text
Any description during conversations on the phone call or in person

If the buyer believes that the products don’t match the seller’s description, then they might be eligible for;

• A total reimbursement if the goods have not been accepted (not used and defect noted quickly)
• Damages – a monetary amount to cover mending or the difference between what amount was paid and what the goods are really worth

The trouble of proof is on the customer to prove that the items do not go with the sellers description, that can be tough if the description was given verbally.

Rail companies and travel services have different rules regarding re-payments of tickets affected by the coronavirus pandemic.

Scotrail are offering reimbursements on numerous train ticket types. Their process has altered a little due to the situation, and an administration fee may be imposed, depending upon the type of ticket.

A useful guide to refunds that are offered from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have planned a trip which is no longer required or have booked travel to a cancelled event should get in touch with the travel provider for additional information on their individual conditions, as well as refund policies.

Though the Government has Informed that everyone abroad should return to the United Kingdom, many are yet stuck with no way to get home.

The Government has implemented steps such as specially chartered planes to enable bring citizens home, however this might take some time. For now, they have made a lot of suggestions about what people who are trapped abroad need to do.

If somebody suffers or feels they have coronavirus

The authorities of both the area and nation in which the buyer is residing will provide suggestion and help on what to do if someone suffers, or thinks that they are infected by, coronavirus. Moreover, the citizen should seek medical assistance and self-isolate.

The NHS have come up with a guide on symptoms that are generally shown when someone is infected by 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 stays can be used to get in touch with the local authorities. For additional info on embassies, or to locate the one in your vicinity, please call on 0207 008 1500, or alternatively visit:

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

If a visa is coming to an end soon

If a visa is coming to an end, the actions mandatory will depend on the region that the UK citizen finds themselves. If uncertain, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be found by checking out:

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

Moreover, the local embassy or consulate 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 contact 0207 008 1500, or simply check out:

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

If an affordable flight to home cannot be found

The travel company should be contacted in the first instance for additional information on flying back home. They might delay or reimburse payment for the trip home.

People with travel insurance should get in touch with their service provider as the insurance cover will be extended by 60 days if those travelling are making every single effort to go back home. Those who cannot afford travel may also check if their credit card insurance is applicable.

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

It is vital to get in touch with friends and family to make sure they are aware that everybody in the party is safe and secure. If possible, they might transfer money to those stuck to pay for flying back home.

Employment & perks / financial support

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

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

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

If money is over whilst stuck abroad, The UK Government can even provide monetary aid in a few situations. Additional details can be read on www.gov.uk.

If the stranded passenger needs to take care for somebody in the UK

If the citizen is trapped abroad, they should make sure that anyone they are a carer for is seen well. If someone else is taking care of this person, they could be asked to continue to do this till they return back to the UK.

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

If no 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 be in touch with their manager wherever possible to keep them updated on their condition.

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

Benefits or state pension while trapped in a foreign land

The trapped passenger will still receive Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for up to one month.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, each person is payable for 13 weeks while in a foreign country.

The State Pension will be paid irrespective of how long the citizen stays in a foreign country.

Any questions or doubts regarding 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 checking out:

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