The Foreign and Commonwealth Office (FCO) has directed against all but essential travel to foreign land, cities and areas. This comprises two key travel advisory notices: 1. If you are abroad, return to the UK as shortly as possible if commercial flights are still accessible 2. If you are currently in the UK, do not travel abroad except if it is utterly essential Several airlines are now stating cancellations of flights and the grounding of aircraft after the declaration that various countries are putting into effect ‘lockdown’ of borders and the restriction of travel to slow the spread of the virus.

The Government has declared a partnership with airlines to organise special chartered planes. These will bring back nationals that are presently stuck abroad. Further information will be announced by the government’s travel advice, all British embassies as well as all British high commissions. A devoted travel supervision firm will be employed for stranded residents to book and pay for the flight home.

More information on travelling abroad and current government suggestions are available at www.gov.uk/foreign-travel-advice Customers who are yet to travel to their region – Owed a refund or, in some cases, the option to rebook for another date.

Flight and Holiday Cancellations

Flights being part of a holiday package

Entire amount of the holiday will be compensated. This is happening automatically for some patrons, but patrons can contact the company that they booked through for further explanation.

Hotel and Flights booked separately

Consumers are suggested to call their hotels, requesting a repayment/modification in dates. Several airlines are allowing commuters to rebook flights for free.

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

Travel Insurance policies

Customers are advised to certify the particulars of travel insurance policies that they have taken out. These may offer financial reparation in situations where other ways do not.

If customers have arranged travel to infected regions after a caution was issued in the zone, then there is a chance that any insurance policy may be discredited by this. Patrons are recommended to ensure the particulars of their insurance policies and if at all doubtful, contact their insurance company directly for more information.

New travel insurance policies

In light of recent happenings, various insurance companies have ceased selling new travel insurance plans and, in several conditions, have altered cover as a outcome of the coronavirus outbreak. The Association of British Insurers has stated that travel insurance is a product meant to be utilized in unprecedented conditions, and owing to the present situation, concerns surfacing as a consequence of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no channels of returning back to the UK – Airlines have a responsibility of worry to those customers abroad if they have stopped a return flight. The airline must moreover pay for any additional charges for accommodation and any food required. For those customers who have received a refund, then the duty of concern terminates here. It is then the responsibility of the traveller to organise travel back to the UK.

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

Consumers choosing to cancel their travel plans

If there has been no notice released in regard to a country that the customer selects to travel to, and the consumer chooses to cancel their plans, then there is no automatic right to reimbursement.

Customers are insisted to check policy and booking approval particulars and to contact their insurance/travel provider if clarification is wanted or a repayment due. If you feel 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 by means of an official booking site, then you ought to usually receive a refund.

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

It is advised that for any other ticket merchant, the specific company terms and conditions are checked. For resale sites and other events, the corporation who originally sold the tickets should be contacted in the first instance to ask for repayments. There may also be the option to rebook at a later date if the event is being postponed.

Postponed events

Original tickets should be held until a rearranged or changed date is declared. If there is an problem with the date that the event or concert has been pushed to is incompatible, then a refund can be asked for via the original booking company.

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

Certain events may differ, depending on the terms and conditions of the coordinator.

Patrons wishing not to attend – If patrons decide not to concerts or sporting events, but the event is still carrying on, there is small chance of getting money back.

Cinema closures

Quiet a few of the greater movie chains have declared that they will be terminating all their screens in the UK until further announcement. For consumers who have already bought tickets, repayments or the possibility to postpone this to a later date (if possible) are presented.

A few of the larger groups with loyalty cards and monthly membership are recommending that monthly fees will carry on, with a view to giving the ‘time back’ once amenities restarts as usual. Others are advising that they will be stopping payments for memberships. Consumers are instucted to watch on the websites and social media apprises from the cinema that they have booked through.

Obtaining back hotel and travel charges

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

Individual terms and conditions may alter, but possibilities may be proposed to postpone or rebook on an alternative date due to current circumstances.

As a side note, if the hotel or travel provider is unable to deliver the amenity due to the coronavirus pandemic, then a refund should be paid. Deposits for marriages and special occasions

Weddings and special functions could probably be afflicted by the coronavirus outbreak. If the venue or company catering the service or organising cancels, then a repayment should be prepared for whatever has been cancelled. For those with wedding insurance, terms and conditions should be checked for anything that can be retrieved back. If it is the customer, or person who has booked the event that is wishing to cancel or postpone the event, then some fees may apply. Negotiation and discussion with the organiser around delaying the event is key.

For everything that has previously been paid in terms of deposits that cannot be refunded, the coordinator should define in detail the reason why a reimbursement is not possible, including 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 clients 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, consumers 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 are unaffected throughout the coronavirus pandemic. Some delivery and logistical firms have declared delays on unnecessary goods in favour of shipping medical items and vital products. For extra info on orders already placed or delays experienced, the firm shipping the goods must be the initial point of contact.

We have explained the important consumer rights legislation that is applicable in various situations listed below.

, a complete guide to consumer rights, covering different areas, is accessible by browsing consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

When purchasing goods from a seller, the Consumer Rights Act 2015 states they must be:

• Of acceptable quality (free from any faults / damage and long-lasting)
• As the agentdescribed
• Exactly like any sample shown
• Just like any model shown  Right for the purpose explained to the agent

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

Consumers who feel that  anything mentioned above do not fit for their products and have gone beyond the first thirty days after  ordering, can be entitled to repair or replacement which is –

• Free of charge
• Repair should be durable
• Replacement should be exact same
• Within practical time frame
• Without resulting in considerable inconvenience

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

• Keep the goods for a reduced rate
• Return the merchandise for a repayment (full refund within 6 months or partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is bought from a private seller, the consumer is covered by the Sale of Goods Act 1979 which declares the merchandise must suit the description provided by the seller. This includes:

• Any description in an advertisement
• Any description given in an email or text message
Any description during conversations over the phone or personally

If the purchaser feels that the goods don’t match the seller’s description, then they might be entitled to;

• A full refund if the goods haven’t been accepted (not used and problem noticed instantly)
• Loss – a monetary amount to cover repairs or the difference between what was paid and what the items are actually worth

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

Rail companies and travel providers have different guidelines regarding refunds of tickets affected by the coronavirus outbreak.

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

A useful guide to refunds that are available from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have booked travel which is not necessary or have booked travel to a annulled event should contact the travel provider for more information on their individual terms, as well as refund policies.

Although the Government has suggested that every person abroad must return back to the UK, many are still trapped with no way to come back home.

The Government has adopted steps like specially chartered flights to help get citizens home, however this may take some time. For the moment, they have made several suggestions about what those stuck in a foreign country must do.

If someone suffers or believes they are infected by coronavirus

The authorities of both the area and country in which the buyer is residing will provide advice and assistance on what to do if somebody has, or believes that they are infected by, coronavirus. Also, the citizen should seek medical assistance and self-isolate.

The NHS have put together a guide on symptoms that are normally revealed when somebody is infected by coronavirus. This is available 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 resides can be used to contact the local authorities. For more info on embassies, or to locate the closest one in your area, please call on 0207 008 1500, or simply click:

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

If a visa is coming to an end soon

If a visa is expiring, the actions mandatory will depend upon the area that the UK citizen is located. If uncertain, check out the travel advice for that nation from the UK foreign and commonwealth office. This guide can be read by visiting:

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

Moreover, the local embassy or consulate can be used to contact the local authorities. For additional info on embassies, or to find the nearest one to you, please contact 0207 008 1500, or instead check out:

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

If an affordable flight to home cannot be found

The travel company must be contacted in the first instance for additional info on going back home. They might delay or reimburse payment for the trip home.

People having travel insurance must contact their provider because the insurance cover will be extended by 2 months if those travelling are making every effort to return home. People who can’t afford travel could even see if their credit card insurance applies.

UK citizens who are stuck must even keep themselves informed on the notice from local travel companies.

It is important to get in touch with friends and family to make sure they know that everyone in the party is safe and secure. If possible, they might transfer money to those stranded to pay for transport home.

Employment & benefits / financial aid

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

If cash is over, or those trapped don’t have accommodation, or access to meals / water / medical supplies

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

If money runs out whilst trapped abroad, The UK Government can even offer financial assistance in some circumstances. More info can be read on www.gov.uk.

If the trapped passenger needs to care for somebody back in the UK

If the citizen is trapped in a foreign land, they should make sure that anyone they are a carer for is seen well. If someone else is looking after this person, they may be asked to continue to do this until they return to the UK.

They may request family or friends to take care of this person till they come back.

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

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

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

If they are working, they can still 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 stuck in a foreign land

The trapped person will still get 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, each person is 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 doubts regarding 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 visiting:

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