The Foreign and Commonwealth Office (FCO) has advised against all but essential travel abroad, towns and regions. This includes two important travel recommended notices: 1. If you are abroad, return to the UK as quickly as possible if commercial flights are still open 2. If you are presently in the UK, do not travel to foreign land except if it is absolutely indispensible Various airlines are now stating cessations of flights and the stalling of aircraft after the revelation that various countries are implementing ‘lockdown’ of borders and the constraint of movement to reduce the spread of the virus.

The Government has declared a partnership with airlines to organise special chartered planes. These will bring back citizens that are presently stuck abroad. Additional information will be announced by the government’s travel advice, all British embassies and all British high commissions. A dedicated travel administration firm will be used for stuck residents to reserve and pay for the flight back home.

Additional info on travelling abroad and present government suggestions are accessible at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their region – Entitled to a repayment or, in some cases, the choice to rebook for alternative date.

Flight and Holiday Cancellations

Flights as part of a package holiday

Complete cost of the holiday will be refunded. This is happening automatically for some customers, but customers can contact the company that they made reservations through for extra explanation.

Hotel and Flights reserved individually

Customers are advised to call their hotels, asking for a repayment/change in dates. Several airlines are letting passengers to rebook flights for free.

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

Travel Insurance policies

Patrons are urged to certify the particulars of travel insurance policies that they have procured. These may offer financial reimbursement in conditions where other means do not.

If customers have planned travel to affected zones after a caution was published in the region, then there is a risk that any insurance policy may be discredited by this. Customers are advised to ensure the details of their insurance policies and if at all unsure, contact their insurance company straight for extra information.

New travel insurance policies

In light of present affairs, many insurance companies have stopped selling new travel insurance policies and, in some circumstances, have modified cover as a outcome of the coronavirus outbreak. The Association of British Insurers has affirmed that travel insurance is a product meant to be used in unprecedented conditions, and due to the current situation, problems occuring as a result of coronavirus are no longer considered ‘unforeseen’.

Already in a foreign country and no means of getting back to the UK – Airlines have a obligation of worry to those customers overseas if they have cancelled a return flight. The airline must furthermore pay for any further expenses for stay and any food required. For those customers who have accepted a refund, then the responsibility of worry ends here. It is then the responsibility of the traveller to arrange travel back to the UK.

In situations where none of the above is possible, or where customers feel stranded, they are instructed to contact the embassy in their present locality to get additional support. Detailed embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching depending on your destination.

Travellers opting to cancel their travel plans

If there has been no notice published in relation to a country that the customer picks to go to, and the consumer chooses to call off their plans, then there is no guaranteed right to compensation.

Customers are advised to check policy and booking approval details and to contact their insurance/travel source if explanation is wanted or a repayment due. If you think that your customer rights have been breached, 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 certified booking site, then you should usually obtain a refund.

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

It is advised that for any other ticket retailer, the individual company terms and conditions are consulted. For resale sites and other events, the business who originally sold the tickets should be contacted in the first case to ask for reimbursements. There may also be the option 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 problem with the date that the event or concert has been to is incompatible, then a reimbursement can be requested through the original booking company.

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

Specific events may vary, depending on the terms and conditions of the coordinator.

Customers deciding not to show up – If customers decide not to concerts or sporting events, but the event is still carrying on, there is little possibility of getting money back.

Cinema closings

Several of the big movie franchises have announced that they will be closing all their screens in the UK until further communication. For consumers who have already purchased tickets, refunds or the possibility to reschedule this to a later date (if possible) are presented.

A few of the greater chains with loyalty cards and monthly membership are instructing that monthly fees will resume, with a view to imparting the ‘time back’ once service resumes as usual. Others are recommending that they will be resting payments for memberships. Patrons are instucted to watch on the websites and social media updates from the cinema that they have booked through.

Getting back hotel and travel costs

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

Individual terms and conditions may alter, but options may be advanced to delay or rebook on an alternative date due to current situations.

As a side note, if the hotel or travel provider is incompetent to offer the amenity due to the coronavirus pandemic, then a refund should be paid. Bookings for marriages and special occasions

Weddings and special functions could possibly be affected by the coronavirus outbreak. If the venue or company providing the ceremony or arranging cancels, then a reimbursement should be arranged for whatever has been cancelled. For those with wedding cover, terms and conditions should be checked for everything that can be retrieved back. If it is the customer, or person who has reserved the event that is wishing to cancel or postpone the event, then some fees may apply. Negotiation and discussion with the coordinator around rescheduling the event is essential.

For anything that has already been paid in terms of deposits that cannot be reimbursed, the planner should define in detail the reason why a repayment is not conceivable, 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 buyers for orders made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ responsible when a service or product 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 contact their bank and attempt 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 remain the same during the coronavirus crisis. A few delivery companies have proclaimed delays on unnecessary products in favour of transporting medical items and necessary items. For additional information on orders placed or delays experienced, the company shipping the products should be the initial contact point.

We have explained the key consumer rights legislation that is valid in different situations mentioned below.

, a more comprehensive guide to consumer rights, including different aspects, is available by going thorugh consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When buying goods from a dealer, the Consumer Rights Act 2015 declares they must be:

• Of acceptable quality (free from any faults / damage and durable)
• As the traderdescribed
• The same as any sample shown
• The same as any model shown  Right for the idea told to the agent

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

Consumers who believe that  anything mentioned above do not fit for their goods and have passed the initial 30 days after  purchase, can be entitled to repair/replacement which is –

• Cost-free
• Repair should be lasting
• Replacement should be like for like
• Within realistic timescale
• Without causing significant difficulty

In case a replacement or repair isn’t possible then they might rather be permitted to:

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

Private Sales – Sale of Goods Act 1979

If something is purchased from a private seller, the buyer is insured by the Sale of Goods Act 1979 which states the merchandise must go with the explanation provided by the seller. This comprises:

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

If the purchaser feels that the items don’t go with the seller’s description, then they can be entitled to;

• A complete refund if the items haven’t been accepted (not used and problem noted immediately)
• Loss – a monetary amount to cover mending or the difference between the amount that was paid and what the products are actually worth

The burden of proof is on the purchaser to prove that the goods do not go with the sellers description, that could be difficult if the description was given in words.

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

Scotrail are giving refunds on numerous train ticket types. Their process has changed slightly because of the situation, and an administration charge may apply, depending on the type of ticket.

A helpful guide to refunds that are provided from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have planned a trip which is not needed or have planned travel to a cancelled event should get in touch with the travel service for additional information on their individual terms and conditions, as well as refund guidelines.

Although the Government has suggested that everyone in a foreign land must come back to the UK, many are still trapped without any way to come back home.

The Government has adopted measures like especially chartered flights to help get citizens home, but this may take time. For now, they have made a lot of recommendation about what people who are stuck in a foreign land should do.

If someone has or believes they are infected by coronavirus

The Government authorities of both the region and nation in which the buyer is residing will provide suggestion and help on what to do if someone has, or feels that they have, coronavirus. Additionally, the citizen should take medical assistance and self-isolate.

The NHS have compiled a guide on signs that are typically shown when a person is infected by 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 stays can be used to get in touch with the local authorities. For more information on embassies, or to find the nearest one to you, please call on 0207 008 1500, or alternatively visit:

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

If a visa is coming to an end soon

If a visa is expiring, the actions required will depend on the location that the UK citizen finds themselves. If uncertain, look at 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 get in touch with the local authorities. For additional details 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 flying back home. They may delay or waive payment for the trip to home town.

People with travel insurance must contact their service provider because the cover will be extended by 60 days if those travelling are making every single effort to return home. People who can’t afford travel could also see if their credit card insurance applies.

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

It is essential to get in touch with family and friends to make sure they know that everyone in the party is safe and secure. If possible, they may be able to transfer money to those people trapped to pay for transport home.

Employment & benefits / financial aid

There is even the option for those stranded to get in touch with their boss and request for advance payment of their payment to pay for travel home. The UK government can even provide monetary help in some situations. Additional info can be read on www.gov.uk

If cash is over, or those trapped do not have somewhere to stay, or access to food / water / medical essentials

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

If money is over whilst stranded in a foreign country, The UK Government can also provide monetary help in some circumstances. More info can be accessed on www.gov.uk.

If the trapped passenger has to care for somebody in the UK

If the citizen is stranded in a foreign land, they must ascertain that anyone they are taking care of is looked after. If someone else is taking care of this person, they may be requested to carry on to do this till they return back to the UK.

They may ask friends or family to look after this person until they return.

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

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

If they are doing a job, they must keep in contact with their employer wherever possible to keep them updated about their situation.

If they are working, they can however be furloughed under the job retention scheme. If they are self-employed, they can make an application for the self-employment income support scheme.

Benefits or state pension while stuck abroad

The trapped person will still attain Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for up to 4 weeks.

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

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

Any questions or doubts regarding benefit payments while in a foreign country can be answered by the Department for Work and Pensions (DWP), who can be contacted by calling or visiting:

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