The Foreign and Commonwealth Office (FCO) has advised against all but necessary travel abroad, towns and locations. This includes two important travel recommended notices: 1. If you are overseas, return to the UK as shortly as possible if commercial flights are still open 2. If you are presently in the UK, do not travel abroad unless it is totally vital Various airlines are now declaring cancellations of flights and the stalling of aircraft after the announcement that many countries are implementing ‘lockdown’ of borders and the restriction of movement to lower the increase of the virus.

The Government has proclaimed a partnership with airlines to plan special chartered flights. These will return nationals that are currently stuck abroad. More information will be released by the government’s travel advice, all British embassies as well as all British high commissions. A devoted travel administration company will be used for stuck citizens to book and pay for the flight home.

More information on going abroad and present government suggestions are available at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their destination – Entitled to a refund or, in some cases, the possibility to rebook for alternative date.

Flight and Holiday Cancellations

Flights being part of a holiday package

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

Flights and hotel booked separately

Consumers are advised to get in touch with their hotels, asking for a refund/modification in dates. Various airlines are allowing passengers to rebook flights for free.

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

Travel Insurance policies

Patrons are recommended to check the details of travel insurance policies that they have procured. These may payout financial reparation in conditions where other means do not.

If patrons have planned travel to affected zones after a warning was issued in the area, then there is a possibility that any insurance policy may be nullified by this. Patrons are recommended to check the particulars of their insurance policies and if at all uncertain, contact their insurance company straight for more information.

New travel insurance policies

In light of recent events, various insurance companies have ceased selling new travel insurance plans and, in certain conditions, have modified cover as a consequence of the coronavirus epidemic. The Association of British Insurers has stated that travel insurance is a product meant to be utilized in unprecedented situations, and due to the present situation, issues arising as a result of coronavirus are no longer considered ‘unforeseen’.

Already abroad and no channels of returning back to the UK – Airlines have a duty of concern to those passengers overseas if they have stopped a return flight. The airline must also pay for any extra expenses for stay and any food required. For those patrons who have received a repayment, then the duty of care finishes here. It is then the duty of the passenger to coordinate travel back to the UK.

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

Customers wanting to cancel their travel plans

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

Travellers are advised to check policy and booking approval specifics and to contact their insurance/travel provider if explanation is necessary or a refund due. If you belive that your consumer 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 official booking site, then you must normally get a repayment.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory association and as such, oblige firms enlisted with them to refund the ticket’s face value cost when an event is cancelled. This does not include the charges 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 firstly sold the tickets should be contacted in the first case to request reimbursements. There may also be the possibility to rebook at a later date if the event is being rescheduled.

Postponed events

Original tickets should be held until a rearranged or changed date is announced. If there is an issue with the date that the event or concert has been pushed to is unsuitable, then a refund can be requested via the original booking company.

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

Individual events may be different, depending on the terms and conditions of the planner.

Patrons deciding not to show up – If consumers choose not to concerts or sporting events, but the event is still carrying on, there is little chance of getting money back.

Cinema closures

Numerous of the greater cinema franchises have declared that they will be terminating all their screens in the UK until further communication. For patrons who have already bought tickets, refunds or the option to postpone this to a later date (if possible) are available.

A few of the greater chains with loyalty cards and monthly membership are recommending that monthly payments will continue, with a view to offering the ‘time back’ once amenities resumes as usual. Others are advising that they will be pausing payments for memberships. Patrons are advised to watch on the websites and social media updates from the cinema that they have booked through.

Claiming back hotel and travel costs

If an event is cancelled due to the coronavirus outbreak and there have been costs incurred for hotels and travel, then the businesses for all of these should be contacted for more information on reimbursements.

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

As a side note, if the hotel or travel provider is incompetent to provide the service due to the coronavirus pandemic, then a repayment should be paid. Bookings for marriages and special events

Marriages and special events could potentially be affected by the outbreak of coronavirus. If the company or venue offering the ceremony or managing cancels, then a repayment 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 claimed back. If it is the customer, or person who has booked the event that is choosing to cancel or postpone the event, then some fees might apply. Negotiation and discussion with the organiser around delaying the event is essential.

For everything that has previously been paid in terms of deposits that cannot be reimbursed, the organiser should outline in detail the cause why a repayment is not conceivable, including any costs they have incurred that are being passed on to the buyer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects clients for purchases made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ liable 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, clients 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 remain unchanged throughout the coronavirus crisis. A few delivery and logistical firms have declared delays on avoidable goods in favour of transporting medical items and vital goods. For extra information on orders already placed or delays experienced, the business shipping the items must be the very first contact point.

We have explained the main consumer rights legislation that is valid in various circumstances mentioned below.

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While buying items from a seller, the Consumer Rights Act 2015 declares they should be:

• Of satisfactory quality (free from any defects / damage and durable)
• As the dealerdescribed
• The same as any sample shown
• Just like any model shown  Right for the purpose made known to the agent

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

Buyers who think that  anything mentioned above don’t apply to their items and have gone beyond the first 30 days after  purchase, might be eligible for replacement or repair which is –

• Free of cost
• Repair should be permanent
• Replacement should be exact same
• Within realistic time frame
• Without leading to considerable trouble

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

• Keep the merchandise for a reduced rate
• Return back the items for a reimbursement (total refund within 6 months or perhaps partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is ordered from a private seller, the buyer is insured by the Sale of Goods Act 1979 which claims the products must match the explanation provided by the seller. This includes:

• Any description in an advert
• Any description given in an e-mail or text
Any description during discussions on the call or face to face

If the purchaser thinks that the items don’t match the seller’s description, then they could be entitled to;

• A complete reimbursement if the goods have not been accepted (not used and fault observed immediately)
• Damages – a monetary amount to apy for mending or the difference between the amount that was paid and what the products are truly worth

The trouble of proof is on the client to prove that the products don’t match the sellers description, which can be hard if the description was delivered in words.

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

Scotrail are giving reimbursements on several train ticket types. Their process has altered slightly due to the situation, and an administration fee might apply, depending upon the ticket type.

A valuable guide to refunds that are available from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those people who have booked a trip that is no longer essential or have booked travel to a cancelled event should get in touch with the travel service for more info on their individual terms and conditions, as well as refund policies.

Though the Government has advised that everyone abroad should return back to the United Kingdom, many are yet trapped with no means to come back home.

The Government has adopted steps like specially chartered flights to enable bring citizens home, however this may take time. In the meanwhile, they have made numerous suggestions about what people who are stuck in a foreign country need to do.

If someone suffers or feels they have coronavirus

The authorities of both the area and nation in which the customer is staying will give advice and guidance on what to do if someone has, or thinks that they have, coronavirus. Also, the resident must seek medical assistance and self-quarantine.

The NHS have compiled a guide on signs that are generally revealed when someone 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 area where the UK citizen resides can be used to get in touch with the local authorities. For more info on embassies, or to locate the closest one in your area, please contact 0207 008 1500, or simply visit:

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

If a visa is expiring soon

If a visa is expiring, the measures necessary will depend on the location that the UK citizen is located. If unsure, look at the travel advice for that country from the UK foreign and commonwealth office. This guide can be found by visiting:

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

In addition, the local embassy or consulate can be used to contact the local authorities. For additional details on embassies, or to locate the nearest one to you, please call on 0207 008 1500, or simply visit:

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

If an affordable air flight to home cannot be booked

The travel company must be contacted at teh first place for more info on going 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. People who cannot afford travel could even see if their credit card insurance applies.

UK citizens who find themselves stranded must even keep themselves updated on the announcements from local travel firms.

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

Employment & perks / monetary support

There is even the option for those stranded to get in touch with their boss and ask for an advance of their salary to pay for travel home. The UK government can also provide financial help in some circumstances. More information can be read on www.gov.uk

If money runs out, or people stuck do not have somewhere to stay, or access to meals / water / medical supplies

The UK Government has promised to ensuring that British citizens in foreign country have access to housing, medical supplies, water and food.

If money is over whilst trapped in a foreign country, The UK Government can also provide monetary aid in certain circumstances. Additional info can be read on www.gov.uk.

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

If the citizen is stranded in a foreign country, they should ensure that anyone they are a carer for is looked after. If someone else is looking after this person, they may be asked to carry on to do this until they return to the UK.

They may request friends or family to look after this person until they come back.

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

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

If they are employed, they must keep in contact with their boss wherever possible to keep them updated about their condition.

If they are doing a job, they can still 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 while stranded in a foreign country

The trapped passenger will still attain 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 land.

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

Any queries or doubts regarding 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 visiting:

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