The Foreign and Commonwealth Office (FCO) has suggested against all but essential travel to foreign countries, cities and locations. This comprises two main travel recommended notices: 1. If you are in a foreign country, return to the UK as quickly 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 except if it is absolutely essential Many airlines are now declaring cancellations of flights and the grounding of aircraft after the announcement that several countries are executing ‘lockdown’ of borders and the constraint of travel to lower the spread of the virus.

The Government has proclaimed a partnership with airlines to organise special chartered planes. These will bring back nationals that are presently stuck abroad. Further information will be released by the government’s travel advice, all British embassies and all British high commissions. A dedicated travel administration firm will be employed for marooned citizens to book and pay for the flight back home.

More information on travelling abroad and existing government suggestions are offered at www.gov.uk/foreign-travel-advice Customers who are yet to fly to their region – Owed a repayment or, in some cases, the possibility to rebook for alternative date.

Flight and Holiday Cancellations

Flights as part of a package holiday

Entire cost of the holiday will be repaid. This is happening certainly for some patrons, but patrons can contact the company that they made reservations through for further explanation.

Hotel and Flights booked individually

Customers are advised to call their hotels, asking for a refund/modification in dates. Several airlines are allowing commuters to rebook flights for free.

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

Travel Insurance policies

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

If patrons have organised travel to infected zones after a warning was issued in the area, then there is a possibility that any insurance policy may be invalidated by this. Patrons are recommended to check the details of their insurance policies and if at all doubtful, contact their insurance company directly for extra information.

New travel insurance policies

In light of present affairs, many insurance companies have stopped selling new travel insurance policies and, in certain circumstances, have altered cover as a consequence of the coronavirus epidemic. The Association of British Insurers has affirmed that travel insurance is a product meant to be utilized in unexpecteed circumstances, and owing to the present circumstances, concerns surfacing as a consequence of coronavirus are no longer regarded ‘unforeseen’.

Already overseas and no channels of returning back to the UK – Airlines have a responsibility of concern to those passengers in a foreign country if they have cancelled a return flight. The airline ought to furthermore pay for any extra costs for stay and any food required. For those patrons who have received a refund, then the duty of worry ends here. It is then the obligation of the traveller to coordinate travel back to the UK.

In situations where neither of the above is possible, or where patrons feel stuck, they are advised to contact the embassy in their present locality to get additional assistance. Detailed embassy locations can be acquired 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 warning released in regard to a destination that the consumer chooses to go to, and the consumer picks to abandon their plans, then there is no automatic right to repayment.

Travellers are advised to check policy and booking confirmation particulars and to contact their insurance/travel source if clarification is wanted or a refund due. If you feel that your customer rights have been waived, you can contact consumeradvice.scot for more information and assistance.

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 via an official booking site, then you ought to normally receive a repayment.

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

It is advised that for any other ticket merchant, the specific company terms and conditions are consulted. For resale sites and other events, the company who formerly sold the tickets should be contacted in the first case to request reimbursements. There may also be the possibility to rebook at a later date if the event is being postponed.

Postponed events

Original tickets should be retained until a rescheduled or altered date is revealed. If there is an problem with the date that the event or concert has been to is incompatible, then a repayment can be requested via the original booking company.

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

Individual events may be different, contingent on the terms and conditions of the organiser.

Patrons choosing not to show up – If customers choose not to concerts or sporting events, but the event is still carrying on, there is not much likelihood of getting money back.

Cinema cessations

Numerous of the larger cinema chains have stated that they will be terminating all their screens in the UK until further communication. For patrons who have already purchased tickets, refunds or the option to reschedule this to a later date (if possible) are offered.

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

Getting back hotel and travel costs

If an event is terminated 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 repayments.

Individual terms and conditions may differ, but options may be offered to postpone or rebook on an alternative date due to present circumstances.

As a side note, if the hotel or travel provider is incompetent to deliver the service due to the coronavirus epidemic, then a reimbursement should be paid. Bookings for marriages and special functions

Weddings and special events could possibly be affected by the coronavirus outbreak. If the venue or company providing the ceremony or organising cancels, then a repayment should be organised for whatever has been cancelled. For those with wedding insurance, terms and conditions should be consulted for whatever that can be obtained back. If it is the buyer, or individual who has booked the event that is choosing to cancel or postpone the event, then some fees may apply. Negotiation and discussion with the coordinator around delaying the event is key.

For whatever that has previously been paid in terms of deposits that cannot be repaid, the planner should define in detail the reason why a repayment is not probable, comprising any costs they have experienced that are being passed on to the buyer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects clients 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 provided.

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 try and make a claim through the ‘chargeback scheme’. This cannot be enforced by law, and the provision of this plan is at the discretion of the bank or building society.

Consumer rights remain unaffected during the coronavirus pandemic. A few delivery firms have proclaimed delays on avoidable items for shipping medical supplies and essential products. For more info on orders already placed or delays experienced, the business shipping the items should be the initial point of contact.

We have outlined the main consumer rights legislation that is valid in different circumstances below.

However, a more inclusive 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 ordering merchandise from a agent, the Consumer Rights Act 2015 declares they must be:

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

When 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 repair/replacement.

Buyers who believe that  any of the above don’t apply to their items and have gone beyond the first 30 days after  purchase, might be eligible for replacement or repair which is –

• Cost-free
• Repair should be permanent
• Replacement should be same
• Within realistic time frame
• Without resulting in significant difficulty

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

• Keep the items for a lower price
• Return back the merchandise for a reimbursement (total repayment in six months or partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is purchased from a private seller, the customer is covered by the Sale of Goods Act 1979 which states the products must match the description given by the seller. This includes:

• Any description in an advert
• Any description provided in an e-mail or text message
Any description during discussions on the call or in person

If the customer believes that the products don’t go with the seller’s description, then they may be entitled to;

• A total reimbursement if the goods have not been accepted (not used and problem seen immediately)
• Loss – a monetary amount to apy for repairs or the difference between the amount that was paid and what the items are actually worth

The burden of proof is on the client to prove that the products do not go with the sellers description, that might be tough if the description was given in words.

Rail companies and travel providers have different rules about re-payments of tickets impacted by the coronavirus pandemic.

Scotrail are offering reimbursements on numerous train ticket types. Their process has changed slightly due to the situation, and an administration charge may apply, depending on the ticket type.

A useful guide to refunds that are provided from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have planned travel that is no longer required or have planned travel to a cancelled function should contact the travel provider for additional information on their individual terms and conditions, including refund guidelines.

Though the Government has suggested that every person in a foreign country must return to the UK, several are still stranded without any way to get home.

The Government has taken steps like especially chartered planes to help get citizens home, however this may take time. Meanwhile, they have made several suggestions regarding what people who are trapped in a foreign land should do.

If somebody has 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 believes that they are infected by, coronavirus. Also, the resident must take medical assistance and self-quarantine.

The NHS have come up with a guide on symptoms that are normally shown when somebody has 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 get in touch with the local authorities. For more information 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 visa is coming to an end soon

If a visa is expiring, the measures mandatory will depend upon the location that the UK citizen is located. If uncertain, look at the travel advice for that nation from the UK foreign and commonwealth office. This guide can be found by visiting:

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

Moreover, the local embassy or consulate can be used to contact the local authorities. For additional details on embassies, or to find the nearest one to you, please call on 0207 008 1500, or simply visit:

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

If a reasonably priced air flight home cannot be found

The travel company must be contacted in the first instance for additional information on going back home. They may be able to delay or reimburse payment for the trip to home town.

People having travel insurance should get in touch with their service provider as the insurance cover will be extended by 2 months if those travelling are making every effort to return home. Those who cannot afford travel may even check if their credit card insurance applies.

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

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

Employment & perks / financial aid

There is also the choice for those stuck to get in touch with their boss and request for advance payment of their wages to pay for travel home. The UK government can also offer financial help in certain circumstances. More information can be accessed on www.gov.uk

If cash runs out, or people stuck don’t have somewhere to stay, or access to food / water / medical essentials

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

If money is over whilst stranded in a foreign land, The UK Government can also offer monetary assistance in certain situations. More info can be accessed on www.gov.uk.

If the stranded passenger needs to care for a family member back in the UK

If the citizen is trapped abroad, they should make sure that anybody they are a carer for is seen well. If somebody else is taking care of this person, they may be requested to carry on to do this until they come back to the UK.

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

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

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

If they are doing a job, they should keep in contact with their boss 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 apply for the self-employment income support scheme.

Benefits or state pension while stuck in a foreign country

The trapped passenger will still attain 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, 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 country.

Any queries or doubts 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 checking out:

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