The Foreign and Commonwealth Office (FCO) has suggested against all but necessary travel to foreign countries, cities and locations. This includes two main travel recommended notices: 1. If you are abroad, return to the UK as quickly as possible if commercial flights are still accessible 2. If you are currently in the UK, do not travel abroad except if it is totally vital Several airlines are now announcing cessations of flights and the grounding of aircraft after the declaration that various countries are implementing ‘lockdown’ of borders and the restraint of movement to lower the increase of the virus.

The Government has proclaimed a affiliation with airlines to organise special chartered planes. These will return residents that are presently marooned abroad. Further information will be released by the government’s travel advice, all British embassies and all British high commissions. A devoted travel management company will be employed for stuck residents to book and pay for the flight home.

More info on travelling abroad and present government suggestions are offered at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their region – Due a refund or, in some cases, the possibility to rebook for some other date.

Flight and Holiday Cancellations

Flights being part of a package holiday

Whole expense of the holiday will be repaid. This is happening certainly for some consumers, but customers can get in touch with the company that they booked through for extra clarification.

Hotel and Flights booked independantly

Consumers are suggested to get in touch with their hotels, asking for a repayment/change in dates. Many airlines are permitting passengers to rebook flights for free.

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

Travel Insurance policies

Patrons are urged to certify the details of travel insurance policies that they have taken out. These may payout financial reimbursement in circumstances where other ways do not.

If patrons have planned travel to infected areas after a notice was published in the zone, then there is a possibility that any insurance policy may be invalidated by this. Customers are recommended to verify the specifics of their insurance policies and if at all doubtful, contact their insurance company straight for further information.

New travel insurance policies

In light of present events, several insurance companies have ceased selling new travel insurance policies and, in some circumstances, have changed cover as a result of the coronavirus outbreak. The Association of British Insurers has declared that travel insurance is a product meant to be used in unforeseen situations, and owing to the existing condition, issues arising as a outcome of coronavirus are no longer considered ‘unforeseen’.

Already overseas and no means of getting back to the UK – Airlines have a responsibility of care to those passengers overseas if they have terminated a return flight. The airline must furthermore pay for any extra expenses for stay and any food vital. For those patrons who have received a refund, then the responsibility of care terminates here. It is then the duty of the traveller to organise travel back to the UK.

In situations where neither of the above is possible, or where patrons feel stranded, they are recommended to contact the embassy in their current location to obtain additional help. Detailed embassy locations can be found by visiting www.gov.uk/world/embassies and searching depending on your destination.

Consumers wanting to cancel their travel plans

If there has been no notice released in relation to a destination that the traveller selects to go to, and the traveller chooses to abandon their plans, then there is no certain right to repayment.

Travellers are insisted to check policy and booking approval specifics and to contact their insurance/travel source if explanation is wanted or a repayment due. If you think that your consumer rights have been waived, 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 reserved via an official booking site, then you should normally receive a repayment.

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

It is recommended that for any other ticket merchant, the individual 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 choice to rebook at a later date if the event is being postponed.

Postponed events

Original tickets should be kept until a rescheduled or revised date is revealed. If there is an issue with the date that the event or concert has been to is unsuitable, then a refund can be asked for via the original booking company.

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

Specific events may differ, depending on the terms and conditions of the planner.

Customers choosing not to attend – If patrons decide not to concerts or sporting events, but the event is still taking place, there is not much likelihood of getting money back.

Cinema closures

Several of the big film chains have announced that they will be closing all their screens in the UK until further notice. For customers who have already gotten tickets, repayments or the option to postpone this to a later date (if possible) are available.

A few of the greater franchises with loyalty cards and monthly membership are recommending that monthly fees will continue, with a view to imparting the ‘time back’ once facilities recommences as usual. Others are advising that they will be stopping payments for memberships. Consumers are recommended to watch on the websites and social media updates from the cinema that they have booked through.

Obtaining back hotel and travel costs

If an event is cancelled due to the coronavirus epidemic and there have been costs incurred for hotels and travel, then the establishments for each of these should be contacted for more information on refunds.

Seperate terms and conditions may differ, but options may be proposed to postpone 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 service due to the coronavirus outbreak, then a refund should be paid. Bookings for weddings and special functions

Marriages and special functions could possibly be affected by the outbreak of coronavirus. If the company or venue offering the ceremony or managing cancels, then a repayment should be arranged for everything that has been cancelled. For those with wedding cover, terms and conditions should be conferred for whatever that can be claimed back. If it is the buyer, or individual who has booked the event that is wishing to cancel or rearrange the event, then some costs may apply. Negotiation and discussion with the planner around delaying the event is vital.

For anything that has previously been paid in terms of deposits that cannot be refunded, the planner should define in detail the reason why a reimbursement is not conceivable, including 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 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 provided.

For purchases under £100 made on a credit card, or those made on a debit card, consumers can contact their bank and try to 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 are unchanged throughout the coronavirus pandemic. A few delivery and logistical firms have declared delays on uneeded goods in favour of shipping medical supplies and necessary items. For more information on orders placed or delays experienced, the company delivering the products should be the very first contact point.

We have explained the main consumer rights legislation that is relevant in various situations mentioned below.

Nevertheless, 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

While purchasing items from a seller, the Consumer Rights Act 2015 declares they must be:

• Of good quality (free from any faults / damage and long-lasting)
• As the agentexplained
• Exactly like any sample shown
• Exactly like any model shown  Right for the purpose told to the agent

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

Consumers who believe that  any of the above do not apply to their products and have gone beyond the first thirty days after  ordering, might be eligible for repair or replacement that is –

• Free of charge
• Repair should be durable
• Replacement should be same
• Within reasonable time frame
• Without causing significant inconvenience

If a repair or replacement isn’t possible then they may instead be permitted to:

• Keep the items for a lesser rate
• Return back the merchandise for a refund (complete refund within 6 months or partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is ordered from a private seller, the customer is insured by the Sale of Goods Act 1979 which declares the goods must match the description given by the seller. This comprises:

• Any description in an advert
• Any description given in an email or text
Any description during conversations on the phone or face to face

If the customer thinks that the goods don’t go with the seller’s description, then they could be eligible for;

• A full reimbursement if the items have not been accepted (not used and fault observed quickly)
• Damages – a monetary amount to cover mending or the difference between what was paid and what the items are really worth

The trouble of proof is on the customer to prove that the items don’t match the sellers description, that might be difficult if the description was given orally.

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

Scotrail are providing reimbursements on several train ticket types. Their process has altered a little due to the situation, and an administration fee might be imposed, depending on the type of ticket.

A useful guide to refunds that are provided from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have planned a trip that is no longer essential or have booked travel to a cancelled event should call the travel service for additional info on their individual terms, as well as refund guidelines.

Although the Government has suggested that everyone in a foreign country should return to the United Kingdom, many are still stuck without any way to come back home.

The Government has implemented steps like especially chartered flights to enable bring citizens home, however this may take time. Meanwhile, they have made numerous recommendation regarding what those stranded abroad should do.

If somebody has or believes they have coronavirus

The authorities of both the area and country in which the client is staying will give advice and assistance on what to do if someone has, or thinks that they are infected by, coronavirus. Also, the citizen must seek medical help and self-isolate.

The NHS have compiled a guide on signs that are normally displayed when somebody 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 area where the UK citizen finds themselves 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 otherwise check out:

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

If a visa is expiring quickly

If a visa is coming to an end, the measures necessary will depend upon the area that the UK citizen is located. If uncertain, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be read by checking out:

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

Moreover, the local embassy or consulate can be used to contact the local authorities. For more info on embassies, or to find the one in your vicinity, please contact 0207 008 1500, or instead visit:

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

If an affordable air flight to home cannot be booked

The travel company should be contacted at teh first place for additional info on flying back home. They might delay or reimburse payment for the trip home.

People with travel insurance must 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 could even check if their credit card insurance is applicable.

UK citizens who find themselves stuck should even keep themselves informed on the announcements from local travel firms.

It is important to contact friends and family to make sure they know that everybody in the party is safe. If possible, they might transfer cash to those people trapped to pay for flying back home.

Employment & benefits / monetary assistance

There is even the option for those stranded to get in touch with their boss and ask for advance payment of their salary to pay for travel home. The UK government can also offer monetary aid in a few situations. Additional info can be accessed on www.gov.uk

If money is over, or those stranded don’t have accommodation, or access to food / water / medical essentials

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

If cash runs out whilst trapped abroad, The UK Government can even provide monetary assistance in a few situations. Additional information can be accessed on www.gov.uk.

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

If the citizen is trapped in a foreign land, they should ensure that anyone they are a carer for is looked after. If someone else is taking care of this person, they may be requested to continue to do this until they return to the UK.

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

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

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

If they are working, they should be in touch with their manager wherever possible to keep them updated on their condition.

If they are employed, 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 trapped in a foreign country

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

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

Any queries or doubts regarding benefit payments whilst abroad can be responed 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