The Foreign and Commonwealth Office (FCO) has advised against all but essential travel to foreign land, towns and regions. This entails two key travel recommended notices: 1. If you are in a foreign country, return to the UK as quickly as possible if commercial flights are still available 2. If you are currently in the UK, do not travel to foreign countries unless it is totally vital Various airlines are now announcing cancellations of flights and the grounding of aircraft after the declaration that many countries are executing ‘lockdown’ of borders and the restraint of movement to slow the spread of the virus.

The Government has declared a partnership with airlines to plan special chartered flights. These will return citizens that are presently stranded abroad. More 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 utilized for stuck citizens to book and pay for the flight home.

Additional information on going abroad and existing government recommendations are available at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their destination – Entitled to a compensation or, in some cases, the choice to rebook for another date.

Flight and Holiday Cancellations

Flights being part of a package holiday

Entire expense of the holiday will be repaid. This is happening automatically for some consumers, but customers can get in touch with the company that they made reservations through for extra explanation.

Hotel and Flights reserved separately

Patrons are suggested to contact their hotels, asking for a refund/modification in dates. Various airlines are permitting passengers to rebook flights for free.

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

Travel Insurance policies

Patrons are recommended to make sure the details of travel insurance policies that they have procured. These may payout financial compensation in situations where other ways do not.

If patrons have organised travel to infected regions after a notice 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 specifics of their insurance policies and if at all uncertain, contact their insurance company straight for extra information.

New travel insurance policies

In light of current happenings, various insurance companies have terminated selling new travel insurance policies and, in certain situations, have altered cover as a result of the coronavirus outbreak. The Association of British Insurers has stated that travel insurance is a product meant to be utilized in unexpecteed conditions, and due to the current circumstances, problems occuring as a consequence of coronavirus are no longer deemed ‘unforeseen’.

Already in a foreign country and no channels of returning back to the UK – Airlines have a responsibility of worry to those travellers in a foreign country if they have terminated a return flight. The airline ought to also pay for any extra costs for housing and any food required. For those customers who have accepted a refund, then the duty of care finishes here. It is then the duty of the passenger to coordinate travel back to the UK.

In situations where neither of the above is possible, or where consumers feel stuck, they are advised to contact the embassy in their current location to get additional assistance. Detailed embassy locations can be found by visiting www.gov.uk/world/embassies and searching based on your destination.

Customers wanting to cancel their travel plans

If there has been no caution published in relation to a country that the customer chooses to go to, and the customer chooses to cancel their plans, then there is no automatic right to compensation.

Customers are advised to check policy and booking approval particulars and to contact their insurance/travel provider if clarification is necessary or a repayment due. If you think that your customer rights have been violated, 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 reserved through an authorised booking site, then you must normally obtain a repayment.

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

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

Postponed 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 to is incompatible, then a reimbursement can be requested through the original booking company.

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

Specific events may be different, depending on the terms and conditions of the organiser.

Customers deciding not to attend – If consumers choose not to concerts or sporting events, but the event is still going ahead, there is not much possibility of getting money back.

Cinema closures

Quiet a few of the larger cinema franchises have declared that they will be shutting all their screens in the UK until further communication. For customers who have already purchased tickets, refunds or the option to reschedule this to a later date (if possible) are offered.

A few of the greater franchises with loyalty cards and monthly membership are advising that monthly payments will resume, with a view to giving the ‘time back’ once facilities recommences as regular. Others are advising that they will be stopping payments for memberships. Patrons are advised to watch on the websites and social media informs from the cinema that they have booked through.

Obtaining back hotel and travel charges

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

Seperate terms and conditions may alter, but choices may be advanced to postpone or rebook on an alternative date due to recent situations.

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

Weddings and special occasions could possibly be afflicted by the outbreak of coronavirus. If the venue or company catering the ceremony or organising cancels, then a repayment should be organised for everything that has been cancelled. For those with wedding cover, terms and conditions should be checked for anything that can be claimed back. If it is the customer, or person who has booked the event that is wishing to cancel or postpone the event, then some fees might apply. Negotiation and discussion with the organiser around delaying the event is vital.

For everything that has already been paid in terms of deposits that cannot be refunded, the organiser should define in detail the basis why a refund is not probable, including any costs they have incurred that are being passed on to the consumer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects clients 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 entertained.

For purchases under £100 made on a credit card, or those made on a debit card, consumers can contact their bank and attempt to make a claim through the ‘chargeback scheme’. This cannot be imposed by law, and the provision of this plan is at the discretion of the bank or building society.

Consumer rights are unaffected throughout the coronavirus pandemic. A few delivery companies have announced delays on avoidable products for shipping medical items and essential items. For additional details on orders already placed or delays experienced, the business delivering the goods must be the very first point of contact.

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

, a more inclusive guide to consumer rights, including different areas, is accessible by visiting consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When ordering items from a dealer, the Consumer Rights Act 2015 states they must be:

• Of acceptable quality (free from any defects / damage and long-lasting)
• As the dealerexplained
• Exactly like any sample shown
• The same as any model shown  Fit for the idea explained to the dealer

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

Buyers who think that  any of the above don’t fit for their goods and have passed the initial 30 days after  purchase, might be entitled to repair/replacement which is –

• Cost-free
• Repair should be long lasting
• Replacement should be exact same
• Within reasonable time frame
• Without leading to considerable problem

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

• Keep the items for a reduced price
• Return the merchandise for a repayment (complete reimbursement within six months or partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is ordered from a private seller, the buyer is covered by the Sale of Goods Act 1979 which states the merchandise must suit the description provided by the seller. This comprises:

• Any description in an advertisement
• Any description given in an email or text message
Any description during conversations on the call or personally

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

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

The trouble of proof is on the customer to prove that the products do not go with the sellers description, that might be hard if the description was given orally.

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

Scotrail are providing reimbursements on several train ticket types. Their process has changed a bit due to the situation, and an administration charge may apply, depending upon the type of ticket.

A useful 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 annulled occasion should get in touch with the travel provider for more details on their individual terms, as well as refund guidelines.

Though the Government has recommended that everybody in a foreign country should return to the United Kingdom, many are still stuck without any means to get back home.

The Government has implemented steps such as specially chartered flights to enable bring citizens home, however this may take time. Meanwhile, they have made several recommendation about what people who are stuck in a foreign land should do.

If somebody suffers or believes they are infected by coronavirus

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

The NHS have put together a guide on symptoms that are normally shown when someone 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 area where the UK citizen finds themselves can be used to get in touch with the local authorities. For additional information on embassies, or to locate the one in your vicinity, please contact 0207 008 1500, or instead visit:

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

If a visa is coming to an end soon

If a visa is coming to an end, the measures required will depend upon the area that the UK citizen is located. If doubtful, 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 one in your vicinity, please contact 0207 008 1500, or otherwise check out:

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

If a inexpensive air flight to home cannot be found

The travel company must be contacted at teh first place for additional info on going back home. They may be able to delay or waive payment for the trip to home town.

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

UK citizens who are stuck should also keep themselves informed on the notice from local travel companies.

It is important to get in touch with friends and family to make sure they are aware that everyone in the party is safe. If possible, they may be able to transfer money to those stuck to pay for coming back home.

Employment & perks / monetary assistance

There is also the choice for those stuck to contact their employer and request for advance payment of their payment to pay for travel home. The UK government can even offer financial aid in a few circumstances. Additional information can be read on www.gov.uk

If cash runs out, or people trapped do not have somewhere to stay, or access to food / water / medical essentials

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

If cash runs out whilst stuck in a foreign country, The UK Government can even provide financial assistance in certain situations. Additional details can be read on www.gov.uk.

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

If the citizen is stuck abroad, they must ensure that anyone they are taking care of is looked after. If someone else is taking care of this person, they could be asked to continue to do this till they come back to the UK.

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

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

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

If they are working, they should contact their employer wherever possible to keep them informed about 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.

Perks or state pension while stuck abroad

The trapped passenger 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 whilst in a foreign country.

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

Any questions or concerns about benefit payments while in a foreign land 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