The Foreign and Commonwealth Office (FCO) has advised against all but necessary travel abroad, towns and locations. This comprises two main travel recommended notices: 1. If you are abroad, return to the UK as shortly as possible if commercial flights are still available 2. If you are currently in the UK, do not travel abroad except if it is totally indispensible Several airlines are now stating cessations of flights and the stalling of aircraft after the announcement that several countries are executing ‘lockdown’ of borders and the constraint of movement to slow the increase of the virus.

The Government has announced a partnership with airlines to plan special chartered planes. These will bring back nationals that are presently marooned abroad. Additional information will be issued by the government’s travel advice, all British embassies and all British high commissions. A devoted travel supervision company will be used for marooned nationals to reserve and pay for the flight back home.

More details on going abroad and present government advices are offered at www.gov.uk/foreign-travel-advice Patrons who are yet to fly to their region – Owed a compensation or, in some cases, the option to rebook for alternative date.

Flight and Holiday Cancellations

Flights as part of a holiday package

Entire expense of the holiday will be refunded. This is happening inevitably for some patrons, but customers can get in touch with the company that they booked through for extra clarification.

Hotel and Flights reserved separately

Consumers are advised to contact their hotels, requesting a compensation/change in dates. Many airlines are letting commuters 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

Consumers are advised to certify the specifics of travel insurance policies that they have procured. These may offer financial compensation in conditions where other measures do not.

If patrons have planned travel to affected areas after a caution was announced in the zone, then there is a risk that any insurance policy may be nullified by this. Consumers are urged to ensure the details of their insurance policies and if at all uncertain, contact their insurance company straight for more information.

New travel insurance policies

In light of current events, several insurance companies have ceased selling new travel insurance policies and, in several situations, have modified cover as a result of the coronavirus pandemic. The Association of British Insurers has declared that travel insurance is a product meant to be utilized in unforeseen conditions, and due to the current situation, concerns occuring as a consequence 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 care to those passengers in a foreign country if they have cancelled a return flight. The airline should furthermore pay for any additional expenses for stay and any food vital. For those customers who have taken a refund, then the obligation of worry terminates here. It is then the duty of the traveller to coordinate travel back to the UK.

In conditions where none of the above is conceivable, or where patrons feel trapped, they are instructed to contact the embassy in their current location to get more assistance. Individual embassy locations can be acquired by visiting www.gov.uk/world/embassies and searching based on your destination.

Consumers opting to cancel their travel plans

If there has been no caution issued in regard to a destination that the customer chooses to travel to, and the consumer selects to abandon their plans, then there is no guaranteed right to repayment.

Customers are insisted to verify policy and booking confirmation particulars and to contact their insurance/travel source if clarification is necessary or a reimbursement due. If you feel that your customer rights have been violated, 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 booked via an certified booking site, then you must normally obtain a refund.

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

It is suggested that for any other ticket merchant, the particular company terms and conditions are checked. For resale sites and other events, the company who firstly sold the tickets should be contacted in the first instance to request reimbursements. There may also be the option to rebook at a later date if the event is being postponed.

Postponed events

Original tickets should be held until a postponed or changed date is revealed. If there is an problem with the date that the event or concert has been postponed to is incompatible, then a refund can be asked for via the original booking company.

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

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

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

Cinema closings

Numerous of the big film groups have declared that they will be terminating all their screens in the UK until further announcement. For customers who have already bought tickets, repayments or the choice to postpone this to a later date (if possible) are presented.

A few of the bigger franchises with loyalty cards and monthly membership are advising that monthly payments will continue, with a view to imparting the ‘time back’ once service resumes as normal. Others are recommending that they will be pausing payments for memberships. Patrons are instucted 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 outbreak and there have been costs paid for hotels and travel, then the establishments for every one of these should be contacted for more information on refunds.

Seperate terms and conditions may vary, but choices may be advanced to reschedule or rebook on an alternative date due to current situations.

As a side note, if the hotel or travel provider is incapable to provide the facility due to the coronavirus pandemic, then a reimbursement should be paid. Bookings for weddings and special events

Marriages and special occasions could potentially be affected by the coronavirus outbreak. If the venue or company catering the service or organising cancels, then a refund should be arranged for whatever has been cancelled. For those with wedding cover, terms and conditions should be consulted for whatever that can be retrieved back. If it is the consumer, or individual who has reserved the event that is choosing to cancel or reschedule the event, then some charges may apply. Negotiation and discussion with the planner around postponing the event is key.

For whatever that has previously been paid in terms of deposits that cannot be refunded, the organiser should outline in detail the reason why a reimbursement is not possible, including any costs they have sustained that are being passed on to the consumer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects consumers for orders 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 entertained.

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

Consumer rights remain unaffected throughout the coronavirus crisis. Some delivery companies have announced delays on non-essential items in favour of delivering medical items and necessary products. For more information on orders placed or delays experienced, the company delivering the products should be the first point of contact.

We have outlined the important consumer rights legislation that applies in different circumstances mentioned below.

Nonetheless, a more comprehensive guide to consumer rights, covering different areas, is available by visiting consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When purchasing goods from a trader, the Consumer Rights Act 2015 declares they must be:

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

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

Purchasers who think that  any of the above do not fit for their items and have passed the initial thirty days after  purchase, may be entitled to repair or replacement which is –

• Free of cost
• Repair should be lasting
• Replacement should be same
• Within realistic time frame
• Without leading to significant problem

If a repair/replacement is not possible then they might rather be permitted to:

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

Private Sales – Sale of Goods Act 1979

When something is bought from a private seller, the customer is covered by the Sale of Goods Act 1979 which states the goods must go with the explanation given by the seller. This includes:

• Any description in an advertisement
• Any description provided in an email or text
Any description during chats on the phone or in person

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

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

The trouble of proof is on the customer to prove that the goods don’t go with the sellers description, that could be difficult if the description was given verbally.

Rail companies and travel providers have different rules about reimbursements of tickets impacted by the coronavirus outbreak.

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

A valuable guide to refunds that are provided from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have booked travel that is not needed or have booked travel to a annulled function should get in touch with the travel service for more details on their individual terms, including refund policies.

Although the Government has advised that every person in a foreign country should come back to the United Kingdom, many are yet trapped with no way to come back home.

The Government has taken measures such as especially chartered flights to enable bring citizens home, however this might take some time. Meanwhile, they have made numerous recommendation about what people who are stranded abroad must do.

If someone has or feels they have coronavirus

The Government authorities of both the region and country in which the buyer is staying will give suggestion and help on what to do if somebody has, or feels that they have, coronavirus. Moreover, the resident must take medical assistance and self-quarantine.

The NHS have put together a guide on symptoms that are generally shown when somebody is suffering from 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 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 get in touch with 0207 008 1500, or instead check out:

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

If a visa is expiring quickly

If a visa is expiring, the measures necessary will depend on the area that the UK citizen finds themselves. If unsure, check out the travel advice for that nation from the UK foreign and commonwealth office. This guide can be located 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 locate the one in your vicinity, please contact 0207 008 1500, or simply click:

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

If a inexpensive air flight home cannot be booked

The travel company should be contacted in the first instance for more details on flying back home. They may be able to delay or waive payment for the trip home.

Those with travel insurance must contact their service provider as the cover will be extended by 60 days if those travelling are making every effort to return home. Those who can’t afford travel can even check if their credit card insurance applies.

UK citizens who find themselves stranded should also keep themselves informed on the messages from local travel firms.

It is essential to contact friends and family to make sure they know that everyone in the party is safe. If possible, they may be able to transfer money to those stranded to pay for transport home.

Employment & benefits / monetary assistance

There is also the choice for those trapped 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 provide monetary help in certain situations. More information can be read on www.gov.uk

If cash is over, or those stuck don’t have somewhere to stay, or access to meals / water / medical supplies

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

If cash is over whilst stuck in a foreign country, The UK Government can even provide financial aid in a few circumstances. Additional information can be read on www.gov.uk.

If the stranded passenger needs to care for somebody in the UK

If the citizen is stuck abroad, they must ensure that anybody they are taking care of is seen well. If someone else is taking care of this person, they may be requested to continue to do this till they return back to the UK.

They could request friends or family to look after this person till they come back.

If no other option is available, the home local authority must 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 be in touch with their boss 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 request for for the self-employment income support scheme.

Perks or state pension whilst stranded in a foreign land

The stranded 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 while abroad.

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

Any questions or concerns about benefit payments while abroad can be responed by the Department for Work and Pensions (DWP), who can be contacted by calling or checking out:

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