The Foreign and Commonwealth Office (FCO) has advised against all but essential travel abroad, towns and locations. This comprises two main travel advisory notices: 1. If you are in a foreign country, return to the UK as soon as as you possibly can if commercial flights are still accessible 2. If you are currently in the UK, don’t travel to foreign countries unless it is absolutely indispensible Several airlines are now declaring terminations of flights and the grounding of aircraft after the revelation that many countries are putting into effect ‘lockdown’ of borders and the constraint of movement to slow the spread of the virus.

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

Additional info on going abroad and existing government advices are accessible at www.gov.uk/foreign-travel-advice Consumers who are yet to travel to their region – Entitled to a refund or, in some cases, the possibility to rebook for some other date.

Flight and Holiday Cancellations

Flights as part of a package holiday

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

Flights and hotel booked separately

Patrons are advised to call their hotels, asking for a compensation/change in dates. Several airlines are letting passengers to rebook flights for free.

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

Travel Insurance policies

Patrons are advised to check the details of travel insurance policies that they have bought. These may payout financial reimbursement in situations where other ways do not.

If customers have arranged travel to infected zones after a notice was issued in the region, then there is a possibility that any insurance policy may be nullified by this. Customers are urged to ensure the specifics of their insurance policies and if at all uncertain, contact their insurance company promptly for more information.

New travel insurance policies

In light of present events, many insurance companies have ceased selling new travel insurance plans and, in several conditions, have altered cover as a outcome of the coronavirus pandemic. The Association of British Insurers has affirmed that travel insurance is a product meant to be used in unforeseen conditions, and due to the current circumstances, concerns arising as a outcome of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no means of returning back to the UK – Airlines have a responsibility of concern to those customers in a foreign country if they have cancelled a return flight. The airline should also pay for any extra costs for stay and any food required. For those consumers who have received a refund, then the obligation of care terminates here. It is then the obligation of the traveller to arrange travel back to the UK.

In conditions where none of the above is possible, or where patrons feel stuck, they are advised to contact the embassy in their present locality to seek additional support. 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 issued in regard to a country that the traveller chooses to go to, and the customer chooses to call off their plans, then there is no automatic right to reimbursement.

Travellers are urged to certify policy and booking approval specifics and to contact their insurance/travel source if clarification is wanted or a refund due. If you belive 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 certified booking site, then you should usually obtain a repayment.

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

It is advised that for any other ticket retailer, the specific company terms and conditions are consulted. For resale sites and other events, the business who firstly 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 postponed.

Postponed events

Original tickets should be held until a rearranged or revised date is announced. If there is an problem with the date that the event or concert has been to is unsuitable, then a refund can be requested via the original booking company.

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

Individual events may vary, contingent on the terms and conditions of the planner.

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

Cinema closings

Several of the greater cinema groups have declared that they will be shutting all their screens in the UK until further announcement. For patrons who have already bought tickets, refunds or the option to postpone this to a later date (if possible) are presented.

A few of the greater franchises with loyalty cards and monthly membership are instructing that monthly fees will resume, with a view to imparting the ‘time back’ once service resumes as regular. Others are instructing that they will be resting payments for memberships. Consumers are advised to watch on the websites and social media informs from the cinema that they have booked through.

Getting back hotel and travel expenditures

If an event is terminated due to the coronavirus pandemic and there have been expenditures suffered for hotels and travel, then the companies for each of these should be contacted for more information on reimbursements.

Specific terms and conditions may alter, but options may be proposed to delay 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 pandemic, then a refund should be paid. Deposits for marriages and special functions

Marriages and special events could potentially be afflicted by the outbreak of coronavirus. If the company or venue providing the ceremony or managing cancels, then a refund should be arranged for whatever has been cancelled. For those with wedding protection, terms and conditions should be consulted for anything that can be claimed back. If it is the customer, or person who has reserved the event that is deciding to cancel or rearrange the event, then some fees might apply. Negotiation and discussion with the planner around rescheduling the event is key.

For everything that has already been paid in terms of deposits that cannot be repaid, the organiser should outline in detail the reason why a repayment is not possible, including any costs they have experienced that are being passed on to the consumer.

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 service or product 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 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 are the same throughout the coronavirus pandemic. A couple of delivery companies have announced delays on unnecessary products in favour of transporting medical supplies and necessary products. For additional details on orders already placed or delays experienced, the business shipping the items should be the initial contact point.

We have detailed the key consumer rights legislation that applies in different circumstances below.

, a more comprehensive guide to consumer rights, including different areas, is accessible by browsing consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When ordering goods from a seller, the Consumer Rights Act 2015 states they should be:

• Of acceptable quality (free from any defects / damage and long-lasting)
• As the dealertold
• Exactly like any sample shown
• Just like any model shown  Fit for the idea explained to the seller

When asking for replacement or repair in the first 30 days, then the consumer enters the wait period with the remainder of the thirty days (minimum of 7 days) resuming after repair/replacement.

Buyers who feel that  any of the above don’t fit for their items and have passed the initial 30 days after  ordering, may be entitled to repair/replacement that is –

• Cost-free
• Repair should be permanent
• Replacement should be exact same
• Within practical timescale
• Without resulting in considerable problem

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

• Keep the goods for a lesser price
• Return the products for a repayment (complete refund in six months or perhaps partial repayment after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is purchased from a private seller, the customer is covered by the Sale of Goods Act 1979 which declares the goods must match the explanation given by the seller. This incorporates:

• Any description in an advertisement
• Any description given in an email or text message
Any description during chats over the call or face to face

If the buyer feels that the goods do not match the seller’s description, then they might be eligible for;

• A complete re-payment if the goods have not been accepted (not used and fault observed instantly)
• Loss – a monetary amount to cover mending or the difference between what amount was paid and what the products are actually worth

The burden of proof is on the buyer to prove that the goods do not match the sellers description, that can be hard if the description was given verbally.

Rail companies and travel services have different policies about reimbursements of tickets affected by the coronavirus outbreak.

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

A valuable guide to refunds that are available from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those people who have planned travel that is no longer essential or have planned travel to a cancelled event should get in touch with the travel service for additional details on their individual conditions, as well as refund guidelines.

Though the Government has recommended that everyone abroad should return back to the United Kingdom, a lot are yet trapped with no way to get back home.

The Government has adopted measures such as specially chartered flights to help bring citizens home, however this may take time. In the meantime, they have made several recommendation regarding what those stranded in a foreign land should do.

If somebody suffers or believes they are infected by coronavirus

The Government authorities of both the region and country in which the client is staying will provide suggestion and assistance on what to do if somebody suffers, or feels that they are infected by, coronavirus. Additionally, the resident should take medical help and self-quarantine.

The NHS have compiled a guide on symptoms that are normally displayed when a person is suffering from coronavirus. This is listed 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 additional info on embassies, or to find the nearest one to you, please get in touch with 0207 008 1500, or otherwise visit:

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

If a visa is expiring soon

If a visa is expiring, the actions required will depend on the location that the UK citizen is located. If doubtful, look at the travel advice for that nation from the UK foreign and commonwealth office. This guide can be read 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 details on embassies, or to locate the closest one in your area, please contact 0207 008 1500, or otherwise visit:

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

If a inexpensive flight to home cannot be booked

The travel company should be contacted in the first instance for more details on flying back home. They may delay or reimburse payment for the trip to home town.

People having 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. People who cannot afford travel may also see if their credit card insurance is applicable.

UK citizens who are stuck should also keep themselves informed on the messages from local travel firms.

It is vital to get in touch with family and friends to ensure they are aware that everyone in the party is safe. If possible, they might transfer money to people stuck to pay for transport home.

Employment & perks / monetary support

There is even the choice for those stuck 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 provide financial help in some circumstances. More info can be accessed on www.gov.uk

If cash runs out, or those stranded don’t have accommodation, or access to meals / water / medical essentials

The UK Government has promised to ensuring that British citizens abroad have access to housing, medical essentials, water and food.

If money runs out whilst stuck in a foreign land, The UK Government can even offer financial assistance in some circumstances. More information can be accessed on www.gov.uk.

If the stranded passenger needs to care for someone back in the UK

If the citizen is stuck in a foreign country, they must ensure that anybody they are a carer for is seen well. If someone else is taking care of this person, they may be requested to continue to do this till they return back to the UK.

They may request family or friends to take care of this person until they return back.

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

If the stranded passenger has tension regarding their job or self-employment

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

If they are employed, they can however 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 whilst stranded in a foreign country

The stranded person will still get Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for around 4 weeks.

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

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

Any questions or concerns regarding benefit payments while 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