The Foreign and Commonwealth Office (FCO) has directed against all but essential travel abroad, towns and areas. This entails two key travel recommended notices: 1. If you are abroad, 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 Various airlines are now stating terminations of flights and the grounding of aircraft after the revelation that several countries are implementing ‘lockdown’ of borders and the restriction of movement to lower the increase of the virus.

The Government has announced a affiliation with airlines to arrange special chartered flights. These will return nationals that are currently stuck abroad. Further information will be announced by the government’s travel advice, all British embassies as well as all British high commissions. A committed travel supervision company will be employed for marooned residents to reserve and pay for the flight home.

More details on going abroad and existing 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 option to rebook for alternative date.

Flight and Holiday Cancellations

Flights being part of a package holiday

Entire amount of the holiday will be repaid. This is happening certainly for some patrons, but consumers can get in touch with the company that they booked through for further explanation.

Flights and hotel booked individually

Patrons are advised to call their hotels, asking for a repayment/modification in dates. Various airlines are letting passengers to rebook flights for free.

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

Travel Insurance policies

Customers are advised to check the details of travel insurance policies that they have bought. These may payout financial compensation in circumstances where other means do not.

If consumers have organised travel to infected areas after a notice was published in the region, then there is a chance that any insurance policy may be nullified by this. Customers are urged to ensure the particulars of their insurance policies and if at all doubtful, contact their insurance company directly for more information.

New travel insurance policies

In light of current events, many insurance companies have ceased selling new travel insurance plans and, in several situations, have altered cover as a consequence of the coronavirus outbreak. The Association of British Insurers has declared that travel insurance is a product meant to be utilized in unprecedented situations, and due to the existing circumstances, issues arising as a result of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no channels of getting back to the UK – Airlines have a duty of concern to those customers overseas if they have stopped a return flight. The airline must also pay for any extra expenses for stay and any food required. For those customers who have received a repayment, then the responsibility of care finishes here. It is then the obligation of the passenger to arrange travel back to the UK.

In situations where neither of the above is possible, or where patrons feel trapped, they are recommended to contact the embassy in their current location to seek further assistance. 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 caution released in regard to a country that the traveller picks to journey to, and the customer selects to abandon their plans, then there is no certain right to repayment.

Travellers are insisted to check policy and booking approval particulars and to contact their insurance/travel source if explanation is required or a refund 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 by means of an certified booking site, then you ought to genrally obtain a refund.

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

It is recommended that for any other ticket retailer, the specific company terms and conditions are checked. For resale sites and other events, the company who formerly sold the tickets should be contacted in the first instance 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 rearranged or altered date is revealed. If there is an problem with the date that the event or concert has been postponed to is unsuitable, then a reimbursement can be asked for via the original booking company.

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

Individual events may differ, contingent on the terms and conditions of the coordinator.

Patrons deciding not to attend – If consumers decide not to concerts or sporting events, but the event is still carrying on, there is not much likelihood of getting money back.

Cinema cessations

Quiet a few of the greater movie franchises have stated that they will be closing 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 available.

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

Getting back hotel and travel charges

If an event is terminated 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 reimbursements.

Seperate 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 incapable to deliver the facility due to the coronavirus outbreak, then a refund should be paid. Bookings for weddings and special events

Marriages and special events could possibly be affected by the outbreak of coronavirus. If the company or venue catering the service or organising cancels, then a refund should be organised for everything that has been cancelled. For those with wedding insurance, terms and conditions should be checked for everything that can be obtained back. If it is the customer, or person who has reserved the event that is deciding to cancel or postpone the event, then some costs might apply. Negotiation and discussion with the organiser around postponing the event is essential.

For whatever that has already been paid in terms of deposits that cannot be refunded, the planner should outline in detail the basis why a refund is not possible, comprising 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’ 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, buyers can get in touch with 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 unchanged throughout the coronavirus pandemic. A few delivery companies have declared delays on uneeded items in favour of transporting medical items and essential products. For extra information on orders already placed or delays experienced, the company delivering the products should be the initial point of contact.

We have explained the important consumer rights legislation that applies in different situations below.

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While ordering merchandise from a agent, the Consumer Rights Act 2015 states they must be:

• Of good quality (free from any defects / damage and durable)
• As the agentexplained
• Exactly like any sample shown
• Just like any model shown  Fit for the purpose explained to the agent

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

Purchasers who believe that  any of the above don’t apply to their goods and have exceeded the initial thirty days after  purchase, may be eligible for repair/replacement which is –

• Free of charge
• Repair should be durable
• Replacement should be same
• Within practical timescale
• Without leading to significant difficulty

In case a replacement or repair is not possible then they might rather be allowed to:

• Keep the items for a reduced price
• Return back the items for a repayment (total refund in six months or perhaps partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is ordered from a private seller, the buyer is covered by the Sale of Goods Act 1979 which declares the goods must suit the description given by the seller. This includes:

• Any description in an ad
• Any description provided in an e-mail or text message
Any description during discussions on 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 full re-payment if the items have not been accepted (not used and issue noticed instantly)
• Damages – a monetary amount to cover repairs or the difference between the amount that was paid and what the products are really worth

The trouble of proof is on the client to prove that the items do not go with the sellers description, which can be tough if the description was delivered in words.

Rail companies and travel companies have different policies about refunds of tickets impacted by the coronavirus pandemic.

Scotrail are offering reimbursements on numerous train ticket types. Their process has altered a bit due to the circumstances, and an administration fee might apply, depending upon the type of ticket.

A helpful guide to refunds that are offered from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have booked a trip which is no longer necessary or have booked travel to a annulled function should call the travel provider for additional info on their individual terms and conditions, including refund policies.

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

The Government has adopted measures such as specially chartered flights to help get citizens home, however this might take some time. In the meanwhile, they have made numerous recommendation regarding what those stuck in a foreign country must do.

If somebody has or thinks they are infected by coronavirus

The Government authorities of both the region and nation in which the client is staying will give suggestion and guidance on what to do if someone suffers, or thinks that they are infected by, coronavirus. Moreover, the resident should take medical help and self-isolate.

The NHS have come up with a guide on symptoms that are normally revealed when a person is suffering from 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 info on embassies, or to find the closest one in your area, please call on 0207 008 1500, or otherwise 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 is located. If doubtful, check out the travel advice for that nation from the UK foreign and commonwealth office. This guide can be found by checking out:

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

In addition, the local embassy or consulate 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 call on 0207 008 1500, or alternatively click:

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

If an affordable flight home cannot be found

The travel company must be contacted at teh first place for more information on transport home. They might delay or reimburse payment for the trip to home town.

Those people with travel insurance must contact their service provider because the insurance cover will be extended by 2 months if those travelling are making every effort to return home. Those who can’t afford travel may even check if their credit card insurance is applicable.

UK citizens who find themselves stuck must even keep themselves informed on the declarations from local travel companies.

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

Employment & benefits / monetary assistance

There is even the choice for those stuck to get in touch with their employer and request for an advance of their salary to pay for travel home. The UK government can even provide financial help in a few circumstances. Additional info can be accessed on www.gov.uk

If cash is over, or people stranded don’t have somewhere to stay, or access to food / water / medical supplies

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

If cash is over whilst trapped in a foreign country, The UK Government can even provide financial aid in some circumstances. More info can be read on www.gov.uk.

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

If the citizen is trapped abroad, they must ensure that anyone they are a carer for is seen well. If somebody else is looking after this person, they may be requested to continue to do this until they fly back to the UK.

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

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

If the stranded passenger has worries about their job or self-employment

If they are doing a job, they must keep in contact with their manager wherever possible to keep them updated about 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 while stranded abroad

The stranded passenger will still attain Universal Credit, Housing Benefit and Pension Credit if they are in a foreign land for up to a month.

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

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

Any questions or concerns regarding benefit payments while 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 clicking:

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