The Foreign and Commonwealth Office (FCO) has advised against all but important travel abroad, cities and regions. This comprises two main travel advisory notices: 1. If you are overseas, 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 to foreign land except if it is absolutely essential Several airlines are now declaring cancellations of flights and the grounding of aircraft after the announcement that many countries are putting into effect ‘lockdown’ of borders and the constraint of travel to reduce the spread of the virus.

The Government has declared a partnership with airlines to organise special chartered flights. These will return citizens that are presently marooned abroad. Additional information will be announced by the government’s travel advice, all British embassies and all British high commissions. A devoted travel management firm will be used for marooned citizens to book and pay for the flight home.

More details on travelling abroad and existing government recommendations are accessible at www.gov.uk/foreign-travel-advice Consumers who are yet to fly to their region – Owed a repayment or, in some cases, the option to rebook for alternative date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Entire cost of the holiday will be compensated. This is happening automatically for some patrons, but consumers can get in touch with the company that they booked through for further clarification.

Flights and hotel booked independantly

Patrons are advised to get in touch with their hotels, asking for a refund/adjustment in dates. Various 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

Patrons are advised to check the specifics of travel insurance policies that they have bought. These may offer financial reimbursement in conditions where other ways do not.

If patrons have organised travel to infected regions after a warning was issued in the zone, then there is a possibility that any insurance policy may be invalidated by this. Patrons are recommended to ensure the particulars 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 terminated selling new travel insurance plans and, in several circumstances, have changed cover as a result of the coronavirus pandemic. The Association of British Insurers has declared that travel insurance is a product meant to be used in unforeseen conditions, and due to the present circumstances, issues arising as a outcome of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no means of getting back to the UK – Airlines have a duty of worry to those passengers in a foreign country if they have cancelled a return flight. The airline must also pay for any extra expenses for accommodation and any food required. For those customers who have taken a repayment, then the duty of care terminates here. It is then the duty of the passenger to organise travel back to the UK.

In conditions where neither of the above is possible, or where customers feel stranded, they are advised to contact the embassy in their current location to seek further assistance. Specific embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching depending on your destination.

Consumers opting to cancel their travel plans

If there has been no notice published in regard to a country that the traveller chooses to travel to, and the consumer chooses to call off their plans, then there is no certain right to compensation.

Customers are insisted to check policy and booking approval details and to contact their insurance/travel source if clarification is wanted or a refund due. If you think that your customer rights have been violated, you can contact consumeradvice.scot for more information and guidance.

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 via an official booking site, then you must usually get a reimbursement.

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

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

Postponed events

Original tickets should be kept until a rearranged or changed date is declared. If there is an problem with the date that the event or concert has been to is unsuitable, then a reimbursement can be requested via the original booking company.

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

Individual events may vary, contingent on the terms and conditions of the organiser.

Patrons wishing not to attend – If consumers choose not to concerts or sporting events, but the event is still taking place, there is little likelihood of getting money back.

Cinema closings

Numerous of the big cinema groups have announced that they will be terminating all their screens in the UK until further communication. For patrons who have already bought tickets, repayments or the choice to reschedule 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 charges will resume, with a view to offering the ‘time back’ once service resumes as usual. Others are advising that they will be resting payments for memberships. Customers are instucted to watch on the websites and social media informs 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 costs suffered for hotels and travel, then the companies for all of these should be contacted for more information on reimbursements.

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

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

Weddings and special occasions could potentially be afflicted by the outbreak of coronavirus. If the company or venue offering the service or arranging cancels, then a repayment should be organised for everything that has been cancelled. For those with wedding protection, terms and conditions should be checked for anything that can be obtained back. If it is the buyer, or individual who has booked the event that is choosing to cancel or rearrange the event, then some charges may apply. Negotiation and discussion with the coordinator around rescheduling the event is essential.

For anything that has already been paid in terms of deposits that cannot be refunded, the planner should define in detail the cause why a refund is not conceivable, consisting 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 purchases 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 delivered.

For purchases under £100 made on a credit card, or those made on a debit card, buyers can contact their bank and try and 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 remain the same during the coronavirus crisis. Some delivery companies have proclaimed delays on uneeded goods for delivering medical supplies and essential products. For extra info on orders placed or delays experienced, the firm delivering the goods should be the first point of contact.

We have explained the main consumer rights legislation that is relevant in various circumstances listed below.

Nevertheless, a more inclusive guide to consumer rights, covering different aspects, is available by checking out consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When ordering goods from a dealer, the Consumer Rights Act 2015 declares they should be:

• Of good quality (free from any faults / damage and durable)
• As the dealertold
• The same as any sample shown
• Just like any model shown  Right for the idea made known to the dealer

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

Customers who believe 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 that is –

• Free of cost
• Repair should be long lasting
• Replacement should be exact same
• Within practical time frame
• Without causing significant trouble

In case a repair or replacement is not possible then they may rather be entitled to:

• Keep the items for a reduced rate
• Return the merchandise for a reimbursement (complete reimbursement within 6 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 consumer is covered by the Sale of Goods Act 1979 which declares the goods must suit the description provided by the seller. This comprises:

• Any description in an ad
• Any description given in an email or text
Any description during conversations over the phone call or face to face

If the customer thinks that the products don’t go with the seller’s description, then they may be eligible for;

• A full re-payment if the goods haven’t been accepted (not used and problem observed quickly)
• Damages – a monetary amount to cover repairs or the difference between the amount that was paid and what the products are actually worth

The trouble of proof is on the customer to confirmverify that the items do not match the sellers description, which can be tough if the description was given in words.

Rail companies and travel companies have different policies regarding refunds of tickets affected by the coronavirus crisis.

Scotrail are offering refunds on many train ticket types. Their process has altered a bit because of the situation, and an administration fee might be imposed, depending upon the type of ticket.

A useful 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 travel that is not essential or have booked travel to a cancelled occasion should contact the travel service for additional information on their individual terms and conditions, including refund guidelines.

Though the Government has advised that every person in a foreign country should come back to the UK, a lot are still stuck with no means to come back home.

The Government has implemented steps like especially chartered flights to help get citizens home, however this may take some time. In the meanwhile, they have made a lot of recommendation about what those people who are stranded in a foreign country should do.

If somebody suffers or feels they are infected by coronavirus

The Government authorities of both the region and country in which the buyer is residing will provide advice and help on what to do if somebody suffers, or feels that they have, coronavirus. Moreover, the resident must seek medical assistance and self-isolate.

The NHS have put together a guide on symptoms that are generally revealed when a person has 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 resides can be used to get in touch with the local authorities. For additional info 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 visa is expiring quickly

If a visa is coming to an end, the actions necessary will depend on the region that the UK citizen is located. If in doubt, look at 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

In addition, the local embassy or consulate can be used to get in touch with the local authorities. For additional info on embassies, or to locate the nearest one to you, please call on 0207 008 1500, or alternatively 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 additional information on transport home. They may be able to delay or reimburse payment for the trip home.

Those people with travel insurance must contact their provider as the insurance cover will be extended by 60 days if those travelling are making every single effort to go back home. People who can’t afford travel could even see if their credit card insurance applies.

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

It is essential to get in touch with friends and family to ensure they know that everyone in the party is safe. If possible, they might transfer cash to those stranded to pay for coming back home.

Employment & perks / monetary aid

There is even the choice for those stuck to contact their manager and ask for an advance of their payment to pay for travel home. The UK government can even provide financial help in certain circumstances. More information can be accessed on www.gov.uk

If cash runs out, or those trapped do not have accommodation, or access to food / water / medical essentials

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

If money runs out whilst stuck in a foreign land, The UK Government can as well offer financial help in certain circumstances. Additional info can be accessed on www.gov.uk.

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

If the citizen is stuck in a foreign country, they must make sure that anybody they are taking care of is looked after. If somebody else is looking after this person, they could be asked to carry on to do this till they return to the UK.

They may ask family or friends to look after this person till they come back.

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

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

If they are working, they must keep in contact with their manager wherever possible to keep them updated about their situation.

If they are employed, 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.

Benefits or state pension whilst stranded in a foreign country

The trapped person will still receive Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for up to 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 irrespective of how long the citizen stays abroad.

Any questions or concerns regarding benefit payments whilst in a foreign country can be answered by the Department for Work and Pensions (DWP), who can be got in touch with by calling or visiting:

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