The Foreign and Commonwealth Office (FCO) has directed against all but important travel abroad, cities and regions. This includes two important travel advisory notices: 1. If you are abroad, return to the UK as quickly as possible if commercial flights are still available 2. If you are currently in the UK, don’t travel to foreign countries unless it is totally indispensible Several airlines are now declaring terminations of flights and the stalling of aircraft after the announcement that several countries are executing ‘lockdown’ of borders and the restriction of travel to slow the spread of the virus.

The Government has declared a partnership with airlines to arrange special chartered planes. These will return nationals that are presently stuck abroad. More information will be announced by the government’s travel advice, all British embassies and all British high commissions. A committed travel management firm will be used for stranded residents to reserve and pay for the flight back home.

Additional details on travelling abroad and present government advices are accessible at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their destination – Entitled to a repayment or, in some cases, the option to rebook for alternative date.

Flight and Holiday Cancellations

Flights being part of a package holiday

Whole cost of the holiday will be repaid. This is happening automatically for some patrons, but patrons can contact the company that they booked through for further clarification.

Hotel and Flights booked individually

Patrons are suggested to contact their hotels, requesting a compensation/adjustment in dates. Several airlines are permitting commuters 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

Consumers are urged to make sure the particulars of travel insurance policies that they have bought. These may payout financial reparation in circumstances where other ways do not.

If consumers have arranged travel to infected zones after a caution was announced in the zone, then there is a possibility that any insurance policy may be nullified by this. Patrons are recommended to verify the specifics of their insurance policies and if at all doubtful, contact their insurance company straight for more information.

New travel insurance policies

In light of present affairs, several insurance companies have terminated selling new travel insurance policies and, in certain conditions, have modified cover as a result of the coronavirus outbreak. The Association of British Insurers has affirmed that travel insurance is a product meant to be used in unforeseen conditions, and due to the current circumstances, issues arising as a consequence 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 abroad if they have cancelled a return flight. The airline should moreover pay for any additional costs for housing and any food essential. For those customers who have received a reimbursement, then the responsibility of worry ends here. It is then the obligation of the passenger to coordinate travel back to the UK.

In circumstances where neither of the above is probable, or where patrons feel stranded, they are instructed to contact the embassy in their present location to get further support. Detailed 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 issued in regard to a destination that the consumer selects to travel to, and the traveller picks to call off their plans, then there is no guaranteed right to compensation.

Customers are insisted to verify policy and booking confirmation particulars and to contact their insurance/travel provider if explanation is required or a repayment 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 booked via an certified booking site, then you should usually get a refund.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory association and as such, require firms enlisted with them to reimburse the ticket’s face value cost when an event is cancelled. This does not include the charges paid for delivery.

It is suggested that for any other ticket seller, the particular company terms and conditions are checked. 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 possibility to rebook at a later date if the event is being postponed.

Rescheduled events

Original tickets should be retained until a rearranged or altered 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 bidden through the original booking company.

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

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

Consumers wishing not to show up – If customers wish not to concerts or sporting events, but the event is still taking place, there is little chance of getting money back.

Cinema closings

Several of the larger cinema chains have announced that they will be shutting all their screens in the UK until further notice. For customers who have already purchased tickets, repayments or the choice to reschedule this to a later date (if possible) are presented.

A few of the greater franchises with loyalty cards and monthly membership are instructing that monthly fees will resume, with a view to giving the ‘time back’ once facilities recommences as normal. Others are recommending that they will be stopping payments for memberships. Patrons are recommended to watch on the websites and social media apprises from the cinema that they have booked through.

Claiming back hotel and travel charges

If an event is terminated due to the coronavirus pandemic and there have been charges incurred for hotels and travel, then the businesses for every one of these should be contacted for more information on repayments.

Specific terms and conditions may differ, but possibilities may be proposed to postpone or rebook on an alternative date due to recent circumstances.

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

Weddings and special occasions could potentially be affected by the outbreak of coronavirus. If the venue or company offering the ceremony or organising cancels, then a repayment should be organised for everything that has been cancelled. For those with wedding cover, terms and conditions should be consulted for whatever that can be obtained back. If it is the customer, or person who has reserved the event that is choosing to cancel or reschedule the event, then some costs might apply. Negotiation and discussion with the organiser around rescheduling the event is essential.

For everything that has already been paid in terms of deposits that cannot be refunded, the planner should outline in detail the cause why a repayment is not possible, consisting any costs they have incurred that are being passed on to the consumer.

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’ accountable 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 are unaffected during the coronavirus pandemic. A few delivery and logistical firms have announced delays on unnecessary goods for shipping medical supplies and essential items. For additional information on orders already placed or delays experienced, the business delivering the items must be the first point of contact.

We have explained the key consumer rights legislation that is applicable in different situations listed below.

However, a complete guide to consumer rights, including different aspects, is accessible by checking out consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While ordering items from a dealer, the Consumer Rights Act 2015 declares they must be:

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

If requesting for repair or replacement in the first thirty days, then the buyer enters the wait period with the remainder of the thirty days (minimum of 7 days) resuming after replacement or repair.

Customers who believe that  any of the above do not fit for their items and have gone beyond the first thirty days after  ordering, can be entitled to replacement or repair that is –

• Free of cost
• Repair should be long lasting
• Replacement should be like for like
• Within practical timescale
• Without causing considerable problem

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

• Keep the goods for a lesser rate
• Return back the products for a repayment (full repayment in 6 months or perhaps partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is purchased from a private seller, the buyer is insured by the Sale of Goods Act 1979 which claims the products must suit the explanation given by the seller. This incorporates:

• Any description in an advert
• Any description given in an e-mail or text message
Any description during discussions over the phone or in person

If the purchaser believes that the items don’t go with the seller’s description, then they may be entitled to;

• A full re-payment if the goods have not been accepted (not used and problem noticed instantly)
• Damages – a monetary amount to apy for mending or the difference between the amount that was paid and what the items are truly worth

The trouble of proof is on the client to prove that the goods don’t match the sellers description, that could be tough if the description was given orally.

Rail companies and travel companies have different rules regarding re-payments of tickets impacted by the coronavirus crisis.

Scotrail are offering reimbursements on many train ticket types. Their process has changed a bit because of the situation, and an administration charge might apply, depending upon the type of ticket.

A helpful 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 a trip that is not required or have planned travel to a cancelled function should call the travel service for additional information on their individual terms and conditions, along with refund guidelines.

Though the Government has Informed that everyone abroad should return to the UK, a lot are yet trapped with no means to get back home.

The Government has taken steps like specially chartered planes to enable get citizens home, but this may take some time. For the moment, they have made several suggestions about what those people who are stuck in a foreign country should do.

If somebody suffers or believes they have coronavirus

The authorities of both the area and nation in which the customer is staying will give suggestion and help on what to do if someone has, or believes that they are infected by, coronavirus. Moreover, the citizen should take medical assistance and self-quarantine.

The NHS have compiled a guide on symptoms that are generally displayed 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 region where the UK citizen stays can be used to contact the local authorities. For additional info on embassies, or to find the closest one in your area, please get in touch with 0207 008 1500, or alternatively click:

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

If a visa is coming to an end quickly

If a visa is coming to an end, the actions mandatory will depend upon the location 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 visiting:

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 more info on embassies, or to find the nearest one to you, please contact 0207 008 1500, or simply click:

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 info on going back home. They may be able to delay or waive payment for the trip to home town.

People having travel insurance must get in touch with their provider as the cover will be extended by 60 days if those travelling are making every single effort to return home. People who can’t afford travel could even check if their credit card insurance is applicable.

UK citizens who are trapped should even keep themselves informed on the messages from local travel firms.

It is important to get in touch with 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 trapped to pay for flying back home.

Employment & benefits / financial support

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

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

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

If money is over whilst stuck in a foreign country, The UK Government can even offer financial help in some circumstances. Additional information can be accessed on www.gov.uk.

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

If the citizen is stuck in a foreign land, they must make sure that anybody they are taking care of is looked after. If somebody else is looking after 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 take care of this person until they fly back.

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

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

If they are working, they must keep in contact with their boss wherever possible to keep them informed on their condition.

If they are doing a job, they can however be furloughed under the job retention scheme. If they are self-employed, they can make an application for the self-employment income support scheme.

Perks or state pension whilst trapped in a foreign land

The trapped passenger will still attain Universal Credit, Housing Benefit and Pension Credit if they are in a foreign country for up to a month.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, each person is payable for 13 weeks whilst in a foreign land.

The State Pension will be paid irrespective of how long the citizen stays in a foreign country.

Any questions or concerns about benefit payments while in a foreign land can be answered 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