The Foreign and Commonwealth Office (FCO) has suggested against all but necessary travel abroad, towns and regions. This comprises two important travel recommended notices: 1. If you are in a foreign country, return to the UK as soon as as you possibly can if commercial flights are still accessible 2. If you are presently in the UK, do not travel abroad except if it is totally essential Many airlines are now declaring terminations of flights and the grounding of aircraft after the announcement that various countries are implementing ‘lockdown’ of borders and the restraint of travel to lower the spread of the virus.

The Government has announced a collaboration with airlines to arrange special chartered planes. These will return citizens that are presently marooned abroad. Further information will be announced by the government’s travel advice, all British embassies and all British high commissions. A committed travel administration firm will be utilized for stuck residents to reserve and pay for the flight home.

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

Flight and Holiday Cancellations

Flights as part of a holiday package

Complete amount of the holiday will be refunded. This is happening inevitably for some consumers, but consumers can contact the company that they made reservations through for additional explanation.

Flights and hotel reserved separately

Consumers are suggested to call their hotels, requesting a refund/modification in dates. Various airlines are letting passengers 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

Customers are advised to check the details of travel insurance policies that they have taken out. These may offer financial compensation in conditions where other means do not.

If consumers have organised travel to affected regions after a caution was issued in the area, then there is a risk that any insurance policy may be discredited by this. Customers are advised to check the particulars of their insurance policies and if at all uncertain, contact their insurance company directly for more information.

New travel insurance policies

In light of present affairs, various insurance companies have stopped selling new travel insurance policies and, in several circumstances, 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 used in unexpecteed situations, and owing to the existing situation, issues surfacing as a consequence of coronavirus are no longer considered ‘unforeseen’.

Already in a foreign country and no channels of getting back to the UK – Airlines have a obligation of concern to those customers overseas if they have stopped a return flight. The airline ought to also pay for any extra expenses for accommodation and any food required. For those patrons who have received a repayment, then the responsibility of concern terminates here. It is then the responsibility of the traveller to arrange travel back to the UK.

In situations where neither of the above is possible, or where patrons feel stranded, they are advised to contact the embassy in their present locality to get additional assistance. Individual embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching depending on your destination.

Customers choosing to cancel their travel plans

If there has been no caution released in regard to a destination that the customer picks to travel to, and the traveller picks to abandon their plans, then there is no guaranteed right to repayment.

Customers are urged to verify policy and booking confirmation specifics and to contact their insurance/travel provider if explanation is wanted or a refund due. If you feel that your consumer 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 reserved through an authorised booking site, then you should normally receive a refund.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory body and as such, require firms listed with them to refund the ticket’s face value price when an event is cancelled. This does not consist of 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 corporation who originally sold the tickets should be contacted in the first case to request repayments. There may also be the possibility to rebook at a later date if the event is being rearranged.

Postponed events

Original tickets should be held until a rescheduled or altered date is announced. If there is an problem with the date that the event or concert has been postponed to is not fitting, then a refund can be asked for through the original booking company.

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

Certain events may vary, depending on the terms and conditions of the organiser.

Customers choosing not to show up – If customers wish not to concerts or sporting events, but the event is still going ahead, there is not much possibility of getting money back.

Cinema cessations

Several of the greater movie franchises have announced that they will be closing all their screens in the UK until further communication. For customers who have already bought tickets, repayments or the option to postpone this to a later date (if possible) are offered.

A few of the larger franchises with loyalty cards and monthly membership are recommending that monthly charges will carry on, with a view to giving the ‘time back’ once amenities restarts as usual. Others are advising that they will be resting payments for memberships. Consumers 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 epidemic and there have been charges incurred for hotels and travel, then the establishments for all of these should be contacted for more information on reimbursements.

Seperate terms and conditions may differ, but options may be advanced to postpone 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 amenity due to the coronavirus outbreak, then a refund 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 providing the ceremony or managing cancels, then a refund should be prepared for whatever has been cancelled. For those with wedding insurance, terms and conditions should be checked for whatever that can be claimed back. If it is the customer, or individual who has booked the event that is deciding to cancel or reschedule the event, then some fees may apply. Negotiation and discussion with the planner around postponing the event is vital.

For everything that has already been paid in terms of deposits that cannot be refunded, the planner should outline in detail the basis why a refund is not possible, consisting any costs they have sustained 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 product or service 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 get in touch with their bank and try and 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 remain the same during the coronavirus pandemic. Some delivery and logistical firms have announced delays on avoidable products in favour of shipping medical supplies and necessary items. For more information on orders already placed or delays experienced, the firm delivering the items must be the initial contact point.

We have detailed the main consumer rights legislation that is applicable in various situations mentioned below.

Nevertheless, a more comprehensive guide to consumer rights, including different aspects, is available by going thorugh consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When purchasing items from a trader, the Consumer Rights Act 2015 declares they should be:

• Of acceptable quality (free from any defects / damage and durable)
• As the traderdescribed
• Just like any sample shown
• Just like any model shown  Right for the idea explained to the agent

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

Customers who believe that  anything mentioned above don’t apply to their products and have exceeded the initial thirty days after  purchase, can be entitled to repair/replacement that is –

• Free of cost
• Repair should be long lasting
• Replacement should be same
• Within practical time frame
• Without resulting in considerable problem

In case a repair/replacement isn’t possible then they may rather be allowed to:

• Keep the products for a reduced rate
• Return the goods for a refund (complete refund within six months or perhaps partial refund 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 claims the merchandise must match the explanation provided by the seller. This incorporates:

• Any description in an advert
• Any description provided in an email or text message
Any description during discussions on the call or face to face

If the customer feels that the goods don’t go with the seller’s description, then they can be eligible for;

• A complete re-payment if the items haven’t been accepted (not used and issue observed instantly)
• Loss – a monetary amount to cover repairs or the difference between what amount was paid and what the products are worth

The trouble of proof is on the client to confirmverify that the goods do not match the sellers description, which might be hard if the description was delivered verbally.

Rail companies and travel companies have different guidelines about reimbursements of tickets affected by the coronavirus crisis.

Scotrail are providing reimbursements on many train ticket types. Their process has altered a bit due to the situation, and an administration charge may be imposed, depending upon the ticket type.

A helpful guide to refunds that are offered from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have booked travel which is no longer needed or have planned travel to a annulled occasion should call the travel service for additional information on their individual conditions, along with refund policies.

Although the Government has advised that everyone abroad must return back to the United Kingdom, many are still trapped with no means to come back home.

The Government has adopted steps like specially chartered planes to enable bring citizens home, but this might take time. For the moment, they have made several suggestions regarding what those stranded abroad need to do.

If somebody suffers or thinks they have coronavirus

The authorities of both the region and country in which the client is staying will give suggestion and help on what to do if someone has, or believes that they have, coronavirus. Also, the resident should take medical help and self-quarantine.

The NHS have come up with a guide on symptoms that are generally shown when a person is infected by 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 finds themselves can be used to get in touch with the local authorities. For additional info on embassies, or to find the nearest one to you, 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 required will depend upon the region that the UK citizen finds themselves. If doubtful, check out the travel advice for that nation from the UK foreign and commonwealth office. This guide can be found by checking out:

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

Additionally, the local embassy or consulate can be used to get in touch with the local authorities. For additional details on embassies, or to locate the nearest one to you, please call on 0207 008 1500, or instead check out:

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

If a inexpensive flight home cannot be found

The travel company should be contacted at teh first place for more information on flying back home. They might delay or waive payment for the trip to home town.

People with travel insurance must contact their service provider as the insurance cover will be extended by 60 days if those travelling are making every effort to go back home. Those who cannot afford travel may also see if their credit card insurance applies.

UK citizens who find themselves trapped should also keep themselves updated on the messages from local travel companies.

It is important to contact family and friends to ensure they are aware that everybody in the party is safe and secure. If possible, they might transfer money to those people stranded to pay for transport home.

Employment & perks / monetary support

There is even the option for those trapped to get in touch with their manager and request for an advance of their salary to pay for travel home. The UK government can even offer monetary assistance in some situations. Additional info can be accessed on www.gov.uk

If cash runs out, or those stuck do not have somewhere to stay, or access to meals / water / medical essentials

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

If money runs out whilst trapped in a foreign land, The UK Government can as well offer financial aid in certain circumstances. More details can be accessed on www.gov.uk.

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

If the citizen is trapped abroad, they must ascertain that anyone they are taking care of is seen well. If somebody else is taking care of this person, they could be requested to carry on to do this till they come back to the UK.

They may ask friends or family to take care of this person till they fly back.

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

If the trapped passenger has pressure regarding their job or self-employment

If they are working, they must contact their manager wherever possible to keep them informed about their condition.

If they are employed, they can still 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 country

The stranded person will still get Universal Credit, Housing Benefit and Pension Credit if they are abroad for around 4 weeks.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, each person is payable for thirteen weeks while in a foreign country.

The State Pension will be paid despite how long the citizen has been in a foreign land.

Any questions or concerns regarding benefit payments while in a foreign country can be responed 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