The Foreign and Commonwealth Office (FCO) has advised against all but important travel to foreign countries, cities and areas. This includes two important travel recommended notices: 1. If you are abroad, return to the UK as shortly as possible if commercial flights are still available 2. If you are presently in the UK, don’t travel to foreign countries except if it is totally indispensible Several airlines are now announcing terminations 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 increase of the virus.

The Government has proclaimed a partnership with airlines to organise special chartered flights. These will bring back citizens that are currently stranded abroad. Additional information will be announced by the government’s travel advice, all British embassies as well as all British high commissions. A committed travel management company will be used for stuck citizens to reserve and pay for the flight home.

More info on travelling abroad and present government recommendations are available at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their region – Entitled to a compensation or, in some cases, the option to rebook for some other date.

Flight and Holiday Cancellations

Flights as part of a holiday package

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

Hotel and Flights reserved independantly

Consumers are advised to call their hotels, requesting a repayment/change in dates. Various airlines are permitting commuters to rebook flights for free.

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

Travel Insurance policies

Patrons are recommended to check the particulars of travel insurance policies that they have bought. These may offer financial reparation in situations where other ways do not.

If patrons have organised travel to affected regions after a notice was published in the area, 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 doubtful, contact their insurance company directly for more information.

New travel insurance policies

In light of recent events, several insurance companies have ceased selling new travel insurance plans and, in some conditions, have modified cover as a outcome of the coronavirus outbreak. The Association of British Insurers has stated that travel insurance is a product meant to be utilized in unforeseen circumstances, and due to the existing condition, problems arising as a result of coronavirus are no longer regarded ‘unforeseen’.

Already overseas and no channels of returning back to the UK – Airlines have a responsibility of care to those customers in a foreign country if they have cancelled a return flight. The airline should moreover pay for any additional charges for accommodation and any food essential. For those patrons who have accepted a refund, then the duty of care finishes here. It is then the duty of the passenger to organise travel back to the UK.

In situations where none of the above is probable, or where consumers feel trapped, they are advised to contact the embassy in their current location to seek additional help. Specific embassy locations can be obtained 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 notice released in regard to a country that the traveller picks to go to, and the traveller selects to call off their plans, then there is no certain right to reimbursement.

Travellers are insisted to check policy and booking confirmation details and to contact their insurance/travel provider if explanation is required or a repayment due. If you think that your customer rights have been violated, 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 ought to normally receive a refund.

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

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

Postponed events

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

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

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

Consumers deciding not to attend – If patrons choose not to concerts or sporting events, but the event is still carrying on, there is little chance of getting money back.

Cinema closings

Several of the greater movie franchises have declared that they will be terminating all their screens in the UK until further notice. For consumers who have already gotten tickets, refunds or the possibility to reschedule this to a later date (if possible) are presented.

A few of the larger chains with loyalty cards and monthly membership are recommending that monthly charges will resume, with a view to offering the ‘time back’ once amenities recommences as usual. Others are instructing that they will be resting payments for memberships. Customers are instucted to watch on the websites and social media updates from the cinema that they have booked through.

Getting back hotel and travel expenditures

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

Specific terms and conditions may alter, but possibilities may be proposed to postpone or rebook on an alternative date due to recent conditions.

As a side note, if the hotel or travel provider is incapable to provide the facility due to the coronavirus pandemic, then a refund should be paid. Deposits for weddings and special events

Weddings and special occasions could probably be afflicted by the outbreak of coronavirus. If the venue or company catering the service or arranging cancels, then a refund should be prepared for whatever has been cancelled. For those with wedding insurance, terms and conditions should be conferred for anything that can be claimed back. If it is the customer, or person who has reserved the event that is wishing to cancel or reschedule the event, then some costs might apply. Negotiation and discussion with the coordinator around rescheduling the event is essential.

For whatever that has previously been paid in terms of deposits that cannot be reimbursed, the coordinator should define in detail the basis why a reimbursement is not probable, 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 purchases 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 delivered.

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 attempt to 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 unaffected throughout the coronavirus crisis. A few delivery and logistical firms have declared delays on avoidable products in favour of delivering medical supplies and essential products. For extra details on orders already placed or delays experienced, the business delivering the items must be the first contact point.

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

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When purchasing items from a dealer, the Consumer Rights Act 2015 declares they must be:

• Of good quality (free from any defects / damage and durable)
• As the sellermentioned
• Just like any sample shown
• The same as any model shown  Right for the purpose told to the dealer

When requesting for repair or replacement within first 30 days, then the buyer enters the wait period with the remaining thirty days (minimum of 7 days) resuming after repair/replacement.

Customers who believe that  anything mentioned above do not fit for their goods and have gone beyond the first 30 days after  ordering, may be eligible for repair/replacement that is –

• Free of charge
• Repair should be long lasting
• Replacement should be same
• Within realistic time frame
• Without leading to significant inconvenience

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

• Keep the goods for a reduced rate
• Return back the products for a repayment (total repayment within 6 months or partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is ordered from a private seller, the customer is covered by the Sale of Goods Act 1979 which states the products must go with the description given by the seller. This includes:

• Any description in an advertisement
• Any description provided in an email or text
Any description during conversations on the phone or in person

If the customer feels that the products don’t match the seller’s description, then they may be eligible for;

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

The trouble of proof is on the customer to prove that the goods do not match the sellers description, which might be difficult if the description was given in words.

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

Scotrail are offering refunds on several train ticket types. Their process has altered slightly because of the situation, and an administration fee may be imposed, depending on the type of ticket.

A valuable guide to refunds that are available from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have booked travel that is no longer necessary or have planned travel to a annulled event should call the travel provider for additional information on their individual terms and conditions, as well as refund policies.

Although the Government has recommended that everyone in a foreign land must return to the United Kingdom, several are still trapped without any means to come back home.

The Government has adopted measures such as specially chartered planes to help bring citizens home, but this might take time. Meanwhile, they have made numerous recommendation about what those people who are trapped abroad must do.

If someone suffers or thinks they are infected by coronavirus

The authorities of both the area and country in which the client is staying will give suggestion and help on what to do if someone suffers, or believes that they are infected by, coronavirus. Also, the resident must seek medical assistance and self-isolate.

The NHS have put together a guide on symptoms that are normally displayed when somebody is infected by 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 finds themselves can be used to contact the local authorities. For more info on embassies, or to locate the one in your vicinity, please contact 0207 008 1500, or alternatively visit:

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

If a visa is coming to an end quickly

If a visa is expiring, the measures required will depend on the region that the UK citizen finds themselves. If uncertain, check out the travel advice for that nation from the UK foreign and commonwealth office. This guide can be located 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 information on embassies, or to find the closest one in your area, please contact 0207 008 1500, or simply click:

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

If a inexpensive flight to home cannot be booked

The travel company should be contacted at teh first place for additional details on going back home. They may delay or reimburse payment for the trip home.

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

UK citizens who are stranded must also keep themselves informed on the announcements from local travel companies.

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

Employment & benefits / financial support

There is even the option for those stranded to get in touch with their employer and ask for an advance of their payment to pay for travel home. The UK government can even offer financial help in a few circumstances. More information can be read on www.gov.uk

If money is over, or people stranded do not have accommodation, or access to food / water / medical essentials

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

If cash is over whilst stuck in a foreign land, The UK Government can even offer financial aid in a few circumstances. More info can be accessed on www.gov.uk.

If the trapped passenger needs to care for a relative back in the UK

If the citizen is stranded in a foreign country, they should make sure that anyone they are a carer for is seen well. If someone else is looking after this person, they may be asked to carry on to do this till they return back to the UK.

They could ask friends or family to take care of this person till they come back.

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

If the trapped passenger has pressure regarding their job or self-employment

If they are working, they must contact their boss wherever possible to keep them informed about their condition.

If they are doing a job, they can however 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 whilst trapped 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 around one 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 has been in a foreign land.

Any queries or concerns about benefit payments whilst in a foreign land 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