The Foreign and Commonwealth Office (FCO) has suggested against all but important travel to foreign countries, towns and regions. This includes two main travel recommended notices: 1. If you are overseas, return to the UK as shortly as possible if commercial flights are still accessible 2. If you are presently in the UK, don’t travel to foreign countries unless it is totally vital Several airlines are now announcing cessations of flights and the stalling of aircraft after the announcement that various countries are putting into effect ‘lockdown’ of borders and the constraint of movement to lower the spread of the virus.

The Government has proclaimed a partnership with airlines to arrange special chartered planes. These will bring back citizens that are presently marooned abroad. More information will be issued by the government’s travel advice, all British embassies as well as all British high commissions. A dedicated travel supervision company will be used for marooned residents to reserve and pay for the flight back home.

Additional details on travelling abroad and existing government advices are available at www.gov.uk/foreign-travel-advice Patrons who are yet to fly to their region – Due a refund or, in some cases, the possibility to rebook for another date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Entire amount of the holiday will be refunded. This is happening inevitably for some customers, but customers can contact the company that they booked through for additional clarification.

Hotel and Flights booked independantly

Consumers are recommended to get in touch with their hotels, asking for a repayment/modification in dates. Various airlines are permitting travellers to rebook flights for free.

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

Travel Insurance policies

Patrons are recommended to check the specifics of travel insurance policies that they have taken out. These may offer financial compensation in circumstances where other ways do not.

If customers have planned travel to affected zones after a caution was announced in the zone, then there is a possibility that any insurance policy may be discredited by this. Consumers are recommended to verify the particulars of their insurance policies and if at all doubtful, contact their insurance company straight for extra information.

New travel insurance policies

In light of present affairs, various insurance companies have stopped selling new travel insurance plans and, in some situations, have modified cover as a result of the coronavirus pandemic. The Association of British Insurers has stated that travel insurance is a product meant to be used in unforeseen conditions, and owing to the present circumstances, concerns occuring as a outcome of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no means of returning back to the UK – Airlines have a duty of care to those passengers overseas if they have stopped a return flight. The airline should moreover pay for any extra expenses for housing and any food required. For those patrons who have received a refund, then the obligation of care ends here. It is then the duty of the traveller to coordinate travel back to the UK.

In circumstances where neither of the above is conceivable, or where patrons feel stuck, they are instructed to contact the embassy in their current location to obtain further help. Specific embassy locations can be acquired by visiting www.gov.uk/world/embassies and searching depending on your destination.

Customers opting to cancel their travel plans

If there has been no warning issued in regard to a destination that the consumer selects to travel to, and the consumer picks to abandon their plans, then there is no guaranteed right to repayment.

Customers are insisted to check policy and booking confirmation specifics and to contact their insurance/travel source if clarification is required or a repayment due. If you think that your customer rights have been breached, 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 certified booking site, then you ought to normally receive a refund.

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 price when an event is cancelled. This does not include the costs incurred for delivery.

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

Postponed events

Original tickets should be held until a rescheduled or changed date is announced. If there is an problem with the date that the event or concert has been moved to is not fitting, then a repayment can be asked for through the original booking company.

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

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

Customers choosing not to be there – If consumers wish not to concerts or sporting events, but the event is still carrying on, there is little likelihood of getting money back.

Cinema closures

Quiet a few of the larger film franchises have announced that they will be closing all their screens in the UK until further announcement. For patrons who have already bought tickets, refunds or the possibility to postpone this to a later date (if possible) are offered.

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

Obtaining back hotel and travel expenditures

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

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

As a side note, if the hotel or travel provider is unable to offer the facility due to the coronavirus outbreak, then a repayment should be paid. Deposits for weddings and special events

Weddings and special functions could potentially be afflicted by the outbreak of coronavirus. If the company or venue catering the ceremony or managing cancels, then a refund should be prepared for whatever 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 individual who has reserved the event that is wishing to cancel or postpone the event, then some fees may apply. Negotiation and discussion with the organiser around rescheduling the event is essential.

For whatever that has previously been paid in terms of deposits that cannot be refunded, the organiser should define in detail the cause why a reimbursement is not probable, comprising any costs they have sustained that are being passed on to the customer.

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’ responsible 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, buyers 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 unchanged during the coronavirus pandemic. Some delivery firms have announced delays on non-essential goods for transporting medical items and vital goods. For more information on orders placed or delays experienced, the business delivering the goods should be the very first point of contact.

We have outlined the key consumer rights legislation that is valid in various circumstances below.

, a more inclusive guide to consumer rights, including 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 ordering goods from a seller, the Consumer Rights Act 2015 states they must be:

• Of nice quality (free from any faults / damage and durable)
• As the dealertold
• The same as any sample shown
• The same as any model shown  Fit for the idea made known to the seller

If asking for repair or replacement within first thirty days, then the purchaser enters the wait period with the remaining thirty days (minimum of 7 days) resuming after replacement or repair.

Purchasers who feel that  any of the above do not fit for their products and have passed the initial thirty days after  ordering, can be eligible for repair/replacement which is –

• Free of cost
• Repair should be durable
• Replacement should be same
• Within practical timescale
• Without resulting in considerable problem

If a replacement or repair isn’t possible then they may rather be entitled to:

• Keep the goods for a reduced rate
• Return the merchandise for a reimbursement (complete repayment in 6 months or perhaps partial reimbursement 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 claims the merchandise must match the explanation given by the seller. This includes:

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

If the buyer feels that the items do not go with the seller’s description, then they may be eligible for;

• A complete refund if the products haven’t been accepted (not used and fault observed quickly)
• Loss – a monetary amount to cover repairs or the difference between what was paid and what the goods are actually worth

The burden of proof is on the purchaser to confirmverify that the products do not match the sellers description, that might be difficult if the description was delivered verbally.

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

Scotrail are providing refunds on many train ticket types. Their process has altered a bit because of the situation, and an administration charge may be imposed, depending upon the ticket type.

A useful guide to refunds that are available from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have planned travel which is not necessary or have booked travel to a cancelled function should contact the travel provider for additional info on their individual terms, along with refund guidelines.

Although the Government has recommended that every person in a foreign country must return back to the UK, several are still trapped with no way to come back home.

The Government has adopted measures such as especially chartered planes to help bring citizens home, however this might take some time. For the timebeing, they have made several suggestions about what those people who are stuck in a foreign country need to do.

If someone suffers or feels they are infected by coronavirus

The authorities of both the area and country in which the customer is staying will provide suggestion and assistance on what to do if someone has, 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 signs that are generally displayed when somebody 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 resides can be used to contact the local authorities. For additional information on embassies, or to locate the closest one in your area, please contact 0207 008 1500, or otherwise check out:

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

If a visa is expiring quickly

If a visa is expiring, the measures required will depend upon the region that the UK citizen finds themselves. If doubtful, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be read by visiting:

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 additional information on embassies, or to locate the one in your vicinity, please call on 0207 008 1500, or alternatively check out:

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

If an affordable flight to home cannot be found

The travel company must be contacted at teh first place for more details on going back home. They might delay or waive payment for the trip home.

People having travel insurance must contact their provider as 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 could even check if their credit card insurance applies.

UK citizens who are stuck should even keep themselves updated on the notice from local travel firms.

It is vital to contact friends and family to make sure they are aware that everybody in the party is safe. If possible, they may be able to transfer cash to people stuck to pay for coming back home.

Employment & perks / financial aid

There is even the choice for those trapped to contact their employer and ask for advance payment of their salary to pay for travel home. The UK government can even offer monetary aid in a few circumstances. Additional information can be accessed on www.gov.uk

If money is over, or those stuck do not have somewhere to stay, or access to food / water / medical supplies

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

If money runs out whilst stranded in a foreign land, The UK Government can also offer financial help in a few situations. More information can be accessed on www.gov.uk.

If the stranded passenger needs to take care for a relative in the UK

If the citizen is trapped abroad, they should ascertain that anybody they are taking care of is looked after. If somebody else is taking care of this person, they could be requested to carry on to do this till they return back to the UK.

They could request family or friends to look after this person till they return.

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

If the trapped passenger has tension regarding their employment 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 doing a job, 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.

Benefits or state pension whilst stuck 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 one month.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, each one is payable for thirteen weeks whilst in a foreign land.

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

Any questions or doubts about benefit payments while abroad can be responed by the Department for Work and Pensions (DWP), who can be contacted by calling or visiting:

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