The Foreign and Commonwealth Office (FCO) has advised against all but essential travel to foreign land, towns and locations. This comprises two key travel recommended notices: 1. If you are overseas, return to the UK as quickly as as you possibly can if commercial flights are still open 2. If you are presently in the UK, do not travel to foreign countries unless it is absolutely vital Several airlines are now declaring cancellations of flights and the stalling of aircraft after the declaration that various countries are executing ‘lockdown’ of borders and the restraint of movement to reduce the spread of the virus.

The Government has announced a collaboration with airlines to arrange special chartered flights. These will bring back citizens that are currently stuck abroad. Additional information will be issued by the government’s travel advice, all British embassies and all British high commissions. A dedicated travel management firm will be used for stuck residents to book and pay for the flight home.

Additional details on going abroad and existing government recommendations are available at www.gov.uk/foreign-travel-advice Consumers who are yet to travel to their region – Due a compensation or, in some cases, the option to rebook for some other date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Whole amount of the holiday will be compensated. This is happening inevitably for some customers, but customers can get in touch with the company that they booked through for additional explanation.

Flights and hotel booked individually

Patrons are suggested to contact their hotels, asking for a refund/adjustment in dates. Various airlines are allowing commuters to rebook flights for free.

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

Travel Insurance policies

Customers are recommended to check the specifics of travel insurance policies that they have taken out. These may extend financial reimbursement in conditions where other ways do not.

If customers have organised travel to infected regions after a caution was issued in the zone, then there is a risk that any insurance policy may be invalidated by this. Patrons are recommended to check 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 current happenings, many insurance companies have stopped selling new travel insurance plans and, in several conditions, have modified cover as a outcome of the coronavirus epidemic. The Association of British Insurers has affirmed that travel insurance is a product meant to be used in unexpecteed conditions, and due to the present condition, issues arising as a outcome of coronavirus are no longer deemed ‘unforeseen’.

Already overseas and no means of returning back to the UK – Airlines have a obligation of concern to those travellers overseas if they have terminated a return flight. The airline ought to moreover pay for any further expenses for stay and any food essential. For those consumers who have accepted a reimbursement, then the obligation of concern finishes here. It is then the obligation of the passenger to arrange travel back to the UK.

In circumstances where none of the above is conceivable, or where patrons feel trapped, they are advised to contact the embassy in their present locality to get more assistance. Detailed embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching based on your destination.

Travellers choosing to cancel their travel plans

If there has been no warning issued in regard to a country that the customer selects to journey to, and the traveller picks to abandon their plans, then there is no certain right to compensation.

Customers are insisted to check policy and booking confirmation details and to contact their insurance/travel source if explanation is required or a refund due. If you belive 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 reserved by means of an authorised booking site, then you must usually receive a reimbursement.

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

It is advised that for any other ticket merchant, the particular 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 reimbursements. There may also be the possibility to rebook at a later date if the event is being rearranged.

Rescheduled events

Original tickets should be held until a postponed or changed date is announced. If there is an issue with the date that the event or concert has been to is unsuitable, then a reimbursement can be bidden through the original booking company.

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

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

Customers wishing not to be there – If consumers wish not to concerts or sporting events, but the event is still taking place, there is not much chance of getting money back.

Cinema closings

Several of the big film franchises have announced that they will be shutting all their screens in the UK until further announcement. For customers who have already bought tickets, repayments or the option to postpone this to a later date (if possible) are presented.

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

Obtaining back hotel and travel costs

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

Seperate terms and conditions may vary, but choices may be proposed to reschedule or rebook on an alternative date due to present situations.

As a side note, if the hotel or travel provider is incapable to offer the facility due to the coronavirus epidemic, then a repayment should be paid. Deposits for marriages and special functions

Weddings and special occasions could possibly be affected by the outbreak of coronavirus. If the company or venue catering the service or managing cancels, then a repayment should be organised for everything that has been cancelled. For those with wedding insurance, terms and conditions should be conferred for everything that can be obtained back. If it is the consumer, or individual who has reserved the event that is choosing to cancel or reschedule the event, then some charges might apply. Negotiation and discussion with the organiser around postponing the event is essential.

For anything that has previously been paid in terms of deposits that cannot be repaid, the coordinator should outline in detail the cause why a reimbursement is not possible, including any costs they have incurred that are being passed on to the buyer.

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’ liable 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, clients 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 scheme is at the discretion of the bank or building society.

Consumer rights remain the same throughout the coronavirus crisis. A couple of delivery companies have announced delays on uneeded items for transporting medical items and essential items. For additional details on orders already placed or delays experienced, the company delivering the goods should be the very first point of contact.

We have outlined the important consumer rights legislation that is valid in different situations mentioned below.

Nevertheless, a more inclusive guide to consumer rights, including different aspects, 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 dealer, the Consumer Rights Act 2015 states they must be:

• Of nice quality (free from any defects / damage and long-lasting)
• As the tradermentioned
• Just like any sample shown
• Exactly like any model shown  Perfect for the idea made known to the trader

If asking for repair or replacement 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 believe that  anything mentioned above do not fit for their products and have gone beyond the initial 30 days after  purchase, might be entitled to repair/replacement which is –

• Free of charge
• Repair should be permanent
• Replacement should be like for like
• Within realistic timescale
• Without causing significant inconvenience

In case a replacement or repair is not possible then they may rather be permitted to:

• Keep the goods for a lesser rate
• Return back the merchandise for a repayment (total refund in 6 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 insured by the Sale of Goods Act 1979 which states the goods must go with the description given by the seller. This includes:

• Any description in an advertisement
• Any description given in an email or text message
Any description during discussions over the phone call or in person

If the purchaser thinks that the goods do not match the seller’s description, then they can be eligible for;

• A total re-payment if the goods haven’t been accepted (not used and issue noted immediately)
• Damages – a monetary amount to cover repairs or the difference between what was paid and what the items are truly worth

The trouble of proof is on the customer to prove that the goods don’t go with the sellers description, which could be tough if the description was delivered orally.

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

Scotrail are providing refunds on several train ticket types. Their process has changed a little because of the situation, and an administration charge may apply, depending on the ticket type.

A helpful guide to refunds that are provided from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those people who have planned a trip that is no longer needed or have booked travel to a cancelled event should get in touch with the travel provider for more info on their individual terms and conditions, as well as refund policies.

Although the Government has suggested that everybody in a foreign land should return back to the United Kingdom, a lot are still stranded without any way to come back home.

The Government has taken steps such as specially chartered planes to help get citizens home, however this might take time. For now, they have made a lot of recommendation about what those people who are trapped abroad need to do.

If somebody suffers or thinks they have coronavirus

The Government authorities of both the area and country in which the buyer is residing will provide advice and help on what to do if somebody has, or believes that they have, coronavirus. Also, the resident should seek medical help and self-quarantine.

The NHS have come up with a guide on signs that are normally 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 region where the UK citizen resides can be used to contact the local authorities. For more info on embassies, or to find the nearest one to you, please call on 0207 008 1500, or simply click:

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 necessary will depend upon the region that the UK citizen is located. If in doubt, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be located by checking out:

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

Additionally, the local embassy or consulate can be used to contact the local authorities. For more info on embassies, or to locate the nearest one to you, please contact 0207 008 1500, or otherwise check out:

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

If a inexpensive flight home cannot be booked

The travel company must be contacted in the first instance for additional info on going back home. They might delay or waive payment for the trip to home town.

Those having travel insurance must get in touch with their service provider as the cover will be extended by 60 days if those travelling are making every single effort to go back home. People who can’t afford travel could also check if their credit card insurance applies.

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

It is essential to get in touch with friends and family to make sure they know that everybody in the party is safe. If possible, they might transfer money to those stuck to pay for coming back home.

Employment & benefits / monetary aid

There is also the option for those stranded to get in touch with their manager and request for advance payment of their payment to pay for travel home. The UK government can also provide financial assistance in some circumstances. Additional information can be accessed on www.gov.uk

If money is over, or those trapped don’t have accommodation, or access to meals / 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 country, The UK Government can as well provide financial help in some situations. Additional 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 stranded in a foreign land, they should ascertain that anyone they are taking care of is looked after. If someone else is looking after this person, they could be requested to carry on to do this until they fly back to the UK.

They could request friends or family to take care of this person till they fly back.

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

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

If they are doing a job, they should keep in contact with their manager wherever possible to keep them informed on their situation.

If they are doing a job, 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 while trapped in a foreign country

The stranded passenger will still get Universal Credit, Housing Benefit and Pension Credit if they are abroad for up to 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 abroad.

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

Any questions or concerns about benefit payments whilst abroad can be answered by the Department for Work and Pensions (DWP), who can be contacted by calling or checking out:

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