The Foreign and Commonwealth Office (FCO) has advised against all but essential travel to foreign countries, towns and areas. This entails two main travel advisory notices: 1. If you are abroad, return to the UK as soon as possible if commercial flights are still open 2. If you are presently in the UK, don’t travel to foreign countries unless it is absolutely indispensible Various airlines are now declaring cessations of flights and the stalling of aircraft after the announcement that many countries are putting into effect ‘lockdown’ of borders and the restriction of travel to reduce the spread of the virus.

The Government has announced a collaboration with airlines to plan special chartered flights. These will return nationals that are currently stuck abroad. Additional information will be released by the government’s travel advice, all British embassies as well as all British high commissions. A dedicated travel management firm will be employed for stuck residents to book and pay for the flight back home.

Further info on travelling abroad and present government recommendations are offered at www.gov.uk/foreign-travel-advice Consumers who are yet to fly to their destination – Owed a compensation or, in some cases, the possibility to rebook for another date.

Flight and Holiday Cancellations

Flights being part of a holiday package

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

Flights and hotel reserved independantly

Consumers are suggested to call their hotels, asking for a compensation/adjustment in dates. Various airlines are letting commuters to rebook flights for free.

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

Travel Insurance policies

Customers are recommended to make sure the details of travel insurance policies that they have bought. These may payout financial reparation in situations where other measures do not.

If patrons have planned travel to affected zones after a notice was announced in the area, then there is a risk that any insurance policy may be discredited by this. Patrons are urged to ensure the specifics of their insurance policies and if at all unsure, contact their insurance company promptly for extra information.

New travel insurance policies

In light of present happenings, various insurance companies have ceased selling new travel insurance policies and, in certain circumstances, have modified cover as a outcome of the coronavirus outbreak. The Association of British Insurers has declared that travel insurance is a product meant to be used in unforeseen conditions, and due to the existing condition, issues occuring as a consequence of coronavirus are no longer considered ‘unforeseen’.

Already overseas and no channels of getting back to the UK – Airlines have a obligation of worry to those customers abroad if they have stopped a return flight. The airline must moreover pay for any extra charges for accommodation and any food essential. For those customers who have received a refund, then the duty of concern finishes here. It is then the responsibility of the commuter to organise travel back to the UK.

In situations where none of the above is possible, or where patrons feel stranded, they are recommended to contact the embassy in their present location to obtain further support. Specific 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 released in regard to a destination that the consumer chooses to travel to, and the customer picks to call off their plans, then there is no certain right to repayment.

Consumers are insisted to verify policy and booking approval details and to contact their insurance/travel source if clarification is necessary or a refund due. If you belive 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 through an certified booking site, then you ought to usually receive 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 reimburse the ticket’s face value amount when an event is cancelled. This does not comprise the costs incurred for delivery.

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

Rescheduled events

Original tickets should be kept until a rescheduled or revised date is revealed. 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 through the original booking company.

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

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

Customers deciding not to be there – If consumers decide not to concerts or sporting events, but the event is still taking place, there is small likelihood of getting money back.

Cinema closures

Several of the big movie chains 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 choice to reschedule this to a later date (if possible) are presented.

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

Claiming back hotel and travel charges

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

Specific terms and conditions may vary, but possibilities may be offered to postpone or rebook on an alternative date due to present situations.

As a side note, if the hotel or travel provider is unable to deliver the facility due to the coronavirus epidemic, then a repayment should be paid. Reservations for marriages and special events

Marriages and special functions could probably be afflicted by the outbreak of coronavirus. If the company or venue catering the service or managing cancels, then a refund should be organised for whatever has been cancelled. For those with wedding cover, terms and conditions should be conferred for anything that can be claimed back. If it is the buyer, or individual who has reserved the event that is choosing to cancel or rearrange the event, then some costs might apply. Negotiation and discussion with the planner around delaying the event is key.

For everything that has previously been paid in terms of deposits that cannot be repaid, the organiser should define in detail the reason why a refund is not probable, including any costs they have incurred 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’ 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, consumers can get in touch with 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 unchanged during the coronavirus pandemic. A few delivery firms have proclaimed delays on non-essential items in favour of delivering medical items and vital items. For additional details on orders placed or delays experienced, the business shipping the products must be the initial point of contact.

We have detailed the key consumer rights legislation that is valid in different circumstances below.

But, a more comprehensive 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

While purchasing goods from a trader, the Consumer Rights Act 2015 declares they should be:

• Of nice quality (free from any faults / damage and durable)
• As the sellerdescribed
• The same as any sample shown
• Exactly like any model shown  Right for the purpose made known to the agent

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

Customers who feel that  anything mentioned above don’t fit for their products and have passed the first 30 days after  ordering, can be entitled to repair or replacement which is –

• Cost-free
• Repair should be durable
• Replacement should be like for like
• Within practical time frame
• Without leading to significant trouble

In case a replacement or repair is not possible then they might instead be allowed to:

• Keep the merchandise for a reduced price
• Return back the goods for a reimbursement (full refund within six months or perhaps partial reimbursement after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is ordered from a private seller, the buyer is insured by the Sale of Goods Act 1979 which states the goods must match the description provided by the seller. This includes:

• Any description in an advert
• Any description given in an e-mail or text message
Any description during conversations on the phone or face to face

If the customer believes that the items do not go with the seller’s description, then they can be eligible for;

• A full refund if the goods haven’t been accepted (not used and issue noted immediately)
• Damages – a monetary amount to cover repairs or the difference between the amount that was paid and what the products are worth

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

Rail companies and travel companies have different guidelines regarding reimbursements of tickets affected by the coronavirus pandemic.

Scotrail are providing refunds on numerous train ticket types. Their process has changed a little because of the circumstances, and an administration charge may be imposed, 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 Those people who have booked a trip that is no longer needed or have booked travel to a cancelled event should contact the travel provider for more details on their individual conditions, along with refund policies.

Although the Government has suggested that everybody abroad should return back to the United Kingdom, many are still trapped without any means to get back home.

The Government has implemented measures like especially chartered flights to help get citizens home, but this may take some time. Meanwhile, they have made several suggestions about what those trapped abroad should do.

If somebody suffers or thinks they have coronavirus

The Government authorities of both the area and country in which the customer is staying will provide advice and guidance on what to do if someone has, or thinks that they are infected by, coronavirus. Also, the citizen should take medical assistance and self-quarantine.

The NHS have come up with a guide on signs that are typically revealed when a person 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 stays can be used to get in touch with the local authorities. For more information on embassies, or to find the one in your vicinity, please get in touch with 0207 008 1500, or alternatively check out:

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

If a visa is expiring soon

If a visa is expiring, the actions necessary will depend on the location that the UK citizen is located. If doubtful, 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

Additionally, the local embassy or consulate can be used to contact the local authorities. For more information on embassies, or to find the closest one in your area, please call on 0207 008 1500, or alternatively check out:

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

If a reasonably priced air flight to home cannot be found

The travel company must be contacted in the first instance for additional information on flying back home. They might delay or waive payment for the trip to home town.

Those people with travel insurance should get in touch with their service provider as the cover will be extended by 2 months 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 stuck should also keep themselves informed on the declarations from local travel companies.

It is vital to get in touch with family and friends to ensure they know that everybody in the party is safe. If possible, they might transfer money to those people stranded to pay for flying back home.

Employment & perks / monetary support

There is even the choice for those trapped to get in touch with their boss and request for advance payment of their salary to pay for travel home. The UK government can also offer monetary aid in some situations. More information can be accessed on www.gov.uk

If money is over, or people stranded don’t have somewhere to stay, or access to food / water / medical essentials

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

If money runs out whilst stranded in a foreign land, The UK Government can also offer financial aid in a few situations. More information can be accessed on www.gov.uk.

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

If the citizen is stuck abroad, they must make sure that anyone they are taking care of is looked after. If someone else is looking after this person, they could be requested to continue to do this until they return back to the UK.

They could request friends or family to look after this person until they return back.

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

If the stranded passenger has pressure about their employment or self-employment

If they are employed, they should be in touch with their boss wherever possible to keep them informed about their situation.

If they are working, 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 stranded in a foreign land

The stranded person 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 country.

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

Any questions or concerns about benefit payments while in a foreign land can be responed by the Department for Work and Pensions (DWP), who can be got in touch with by calling or checking out:

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