The Foreign and Commonwealth Office (FCO) has suggested against all but essential travel to foreign land, cities and regions. This entails two main travel recommended notices: 1. If you are abroad, return to the UK as soon as possible if commercial flights are still open 2. If you are currently in the UK, don’t travel to foreign land except if it is utterly essential Various airlines are now stating cancellations of flights and the grounding of aircraft after the declaration that several countries are putting into effect ‘lockdown’ of borders and the constraint of movement to slow the spread of the virus.

The Government has announced a collaboration with airlines to organise special chartered flights. These will bring back residents that are presently stuck abroad. Further information will be announced by the government’s travel advice, all British embassies and all British high commissions. A devoted travel management company will be used for marooned citizens to reserve and pay for the flight back home.

Further info on travelling abroad and existing government advices are available at www.gov.uk/foreign-travel-advice Patrons who are yet to fly to their destination – Entitled to a refund or, in some cases, the option to rebook for another date.

Flight and Holiday Cancellations

Flights as part of a holiday package

Complete cost of the holiday will be repaid. This is happening automatically for some patrons, but consumers can contact the company that they booked through for further explanation.

Flights and hotel reserved independantly

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

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

Travel Insurance policies

Patrons are advised to certify the particulars of travel insurance policies that they have bought. These may offer financial compensation in circumstances where other means do not.

If customers have arranged travel to affected regions after a caution was announced in the region, then there is a possibility that any insurance policy may be nullified by this. Consumers are recommended to verify the particulars of their insurance policies and if at all unsure, contact their insurance company directly for further information.

New travel insurance policies

In light of current happenings, many insurance companies have ceased selling new travel insurance policies and, in certain circumstances, have altered cover as a consequence of the coronavirus outbreak. The Association of British Insurers has stated that travel insurance is a product meant to be used in unexpecteed conditions, and due to the current situation, concerns arising as a consequence of coronavirus are no longer deemed ‘unforeseen’.

Already abroad and no channels of getting back to the UK – Airlines have a responsibility of care to those customers overseas if they have cancelled a return flight. The airline must also pay for any additional expenses for housing and any food vital. For those customers who have accepted a refund, then the obligation of worry ends here. It is then the obligation of the commuter to organise travel back to the UK.

In situations where none of the above is probable, or where patrons feel trapped, they are recommended to contact the embassy in their present location to obtain additional assistance. Individual embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching depending on your destination.

Customers choosing to cancel their travel plans

If there has been no warning published in relation to a country that the customer picks to journey to, and the consumer selects to call off their plans, then there is no automatic right to compensation.

Consumers are advised to verify policy and booking approval particulars and to contact their insurance/travel provider if clarification is necessary or a refund 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 by means of an certified booking site, then you must genrally obtain a reimbursement.

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

It is recommended that for any other ticket seller, the individual company terms and conditions are consulted. For resale sites and other events, the business who formerly sold the tickets should be contacted in the first instance to ask for refunds. There may also be the option to rebook at a later date if the event is being postponed.

Rescheduled events

Original tickets should be retained until a rearranged or changed date is announced. If there is an problem with the date that the event or concert has been postponed to is not fitting, then a reimbursement can be bidden via the original booking company.

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

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

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

Cinema closures

Several of the greater cinema groups have announced that they will be shutting all their screens in the UK until further notice. For customers who have already purchased tickets, refunds or the choice to postpone this to a later date (if possible) are offered.

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

Claiming back hotel and travel costs

If an event is terminated due to the coronavirus pandemic and there have been charges incurred for hotels and travel, then the companies for all of these should be contacted for more information on repayments.

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

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

Marriages and special events could potentially be afflicted by the coronavirus outbreak. If the company or venue offering the service or managing cancels, then a refund should be organised for everything that has been cancelled. For those with wedding insurance, terms and conditions should be consulted for anything that can be retrieved back. If it is the consumer, or person who has reserved the event that is deciding to cancel or rearrange the event, then some fees may apply. Negotiation and discussion with the planner around rescheduling the event is essential.

For whatever that has already been paid in terms of deposits that cannot be refunded, the coordinator should outline in detail the reason why a repayment is not conceivable, consisting 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 orders made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ accountable when a service or product that has been paid for cannot be provided.

For purchases under £100 made on a credit card, or those made on a debit card, buyers 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 plan is at the discretion of the bank or building society.

Consumer rights are unchanged during the coronavirus pandemic. Some delivery and logistical firms have announced delays on uneeded products for shipping medical supplies and vital products. For additional information on orders already placed or delays experienced, the business delivering the goods must be the first contact point.

We have detailed the main consumer rights legislation that is relevant in various situations listed below.

Nonetheless, a complete guide to consumer rights, covering different aspects, is accessible by visiting consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When purchasing items from a agent, the Consumer Rights Act 2015 states they should be:

• Of satisfactory quality (free from any faults / damage and durable)
• As the traderdepited
• The same as any sample shown
• The same as any model shown  Perfect for the purpose explained to the seller

If asking for repair or replacement within first thirty days, then the buyer enters the wait period with the remaining 30 days (minimum of 7 days) resuming after repair/replacement.

Consumers who feel that  anything mentioned above do not apply to their products and have exceeded the first 30 days after  ordering, can be entitled to replacement or repair which is –

• Free of cost
• Repair should be long term
• Replacement should be same
• Within practical timescale
• Without leading to considerable inconvenience

If a repair/replacement is not possible then they may instead be entitled to:

• Keep the goods for a lesser rate
• Return back the products for a refund (total reimbursement in six months or partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

Whenever something is bought from a private seller, the customer is insured by the Sale of Goods Act 1979 which declares the goods must match the description provided by the seller. This includes:

• Any description in an ad
• Any description provided in an email or text message
Any description during conversations on the phone call or in person

If the customer believes that the products do not go with the seller’s description, then they could be entitled to;

• A complete re-payment if the goods haven’t been accepted (not used and defect seen immediately)
• Damages – a monetary amount to apy for mending or the difference between what was paid and what the products are actually worth

The trouble of proof is on the client to prove that the goods do not go with the sellers description, that might be difficult if the description was delivered orally.

Rail companies and travel companies have different guidelines about refunds of tickets impacted by the coronavirus crisis.

Scotrail are giving reimbursements on many train ticket types. Their process has changed a bit because of the circumstances, and an administration fee might apply, depending upon the type of ticket.

A useful guide to refunds that are offered from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have planned travel that is no longer necessary or have booked travel to a cancelled function should contact the travel service for additional info on their individual conditions, as well as refund policies.

Though the Government has recommended that everybody abroad must return to the UK, many are yet trapped without any means to get home.

The Government has taken steps like specially chartered planes to help bring citizens home, but this might take time. For the timebeing, they have made a lot of suggestions regarding what those stranded abroad must do.

If someone suffers or feels they have coronavirus

The authorities of both the area and country in which the client is residing will give advice and assistance on what to do if someone has, or feels that they have, coronavirus. Also, the citizen should seek medical help and self-isolate.

The NHS have compiled a guide on signs that are typically revealed when a person 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 finds themselves can be used to contact the local authorities. For more info on embassies, or to locate the one in your vicinity, please get in touch with 0207 008 1500, or instead click:

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

If a visa is expiring quickly

If a visa is expiring, the actions necessary will depend upon the area 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 located by visiting:

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

In addition, the local embassy or consulate can be used to get in touch with the local authorities. For more information on embassies, or to locate the nearest one to you, please contact 0207 008 1500, or simply visit:

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

If an affordable flight to home cannot be booked

The travel company must be contacted in the first instance for more information on transport home. They may be able to delay or waive payment for the trip to home town.

People having travel insurance should contact their service provider as the cover will be extended by 2 months if those travelling are making every effort to go back home. People who can’t afford travel may also check if their credit card insurance applies.

UK citizens who are stranded must even keep themselves updated on the declarations from local travel companies.

It is vital to get in touch with family and friends to ensure they are aware that everyone in the party is safe and secure. If possible, they might transfer cash to people stuck to pay for flying back home.

Employment & perks / financial aid

There is even the option for those stranded to contact their boss and ask for an advance of their payment to pay for travel home. The UK government can even provide monetary assistance in a few circumstances. Additional info can be read on www.gov.uk

If money runs out, or people trapped don’t have somewhere to stay, or access to meals / water / medical supplies

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

If cash is over whilst trapped in a foreign land, The UK Government can even provide monetary aid in certain circumstances. More details can be read on www.gov.uk.

If the trapped passenger has to care for a relative in the UK

If the citizen is trapped in a foreign country, they must ascertain that anyone they are taking care of is looked after. If somebody else is taking care of this person, they may be asked to continue to do this until they return back to the UK.

They could request friends or family to take care of this person until they come back.

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

If the trapped passenger has tension regarding their job or self-employment

If they are working, they must be in touch with their boss wherever possible to keep them informed about their condition.

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 whilst stuck abroad

The stranded person will still get Universal Credit, Housing Benefit and Pension Credit if they are in a foreign land for around one month.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, they are each payable for 13 weeks while in a foreign country.

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

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 clicking:

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