The Foreign and Commonwealth Office (FCO) has directed against all but essential travel abroad, towns and areas. This includes two key travel recommended notices: 1. If you are in a foreign country, return to the UK as quickly as possible if commercial flights are still accessible 2. If you are currently in the UK, do not travel to foreign countries unless it is utterly vital Various airlines are now stating cessations of flights and the grounding of aircraft after the revelation that many countries are putting into effect ‘lockdown’ of borders and the restriction of movement to slow the increase of the virus.

The Government has proclaimed a affiliation with airlines to organise special chartered planes. These will return citizens that are presently stuck abroad. Further information will be released by the government’s travel advice, all British embassies as well as all British high commissions. A dedicated travel supervision company will be utilized for marooned nationals to book and pay for the flight home.

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

Flight and Holiday Cancellations

Flights as part of a package holiday

Whole amount of the holiday will be compensated. This is happening automatically for some customers, but consumers can contact the company that they booked through for additional clarification.

Hotel and Flights reserved independantly

Customers are advised to get in touch with their hotels, requesting a refund/change in dates. Several airlines are letting commuters to rebook flights for free.

In circumstances where the hotel and location are functioning, and the booking is non-refundable, then travellers may miss out.

Travel Insurance policies

Customers are advised to certify the details of travel insurance policies that they have taken out. These may extend financial reparation in circumstances where other means do not.

If consumers have arranged travel to infected zones after a caution was issued in the zone, then there is a risk that any insurance policy may be invalidated by this. Consumers are advised to check the specifics of their insurance policies and if at all unsure, contact their insurance company promptly for further information.

New travel insurance policies

In light of recent events, several insurance companies have stopped selling new travel insurance plans and, in certain conditions, have altered cover as a consequence of the coronavirus outbreak. The Association of British Insurers has stated that travel insurance is a product meant to be utilized in unexpecteed conditions, and owing to the existing circumstances, concerns occuring as a consequence of coronavirus are no longer regarded ‘unforeseen’.

Already in a foreign country and no meathods of returning back to the UK – Airlines have a responsibility of concern to those passengers abroad if they have cancelled a return flight. The airline must also pay for any further expenses for accommodation and any food vital. For those consumers who have accepted a refund, then the obligation of care finishes here. It is then the obligation of the passenger to organise travel back to the UK.

In conditions where neither of the above is probable, or where customers feel trapped, they are advised to contact the embassy in their current locality to obtain further support. Detailed embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching based on your destination.

Travellers wanting to cancel their travel plans

If there has been no caution published in regard to a destination that the consumer selects to go to, and the traveller chooses to cancel their plans, then there is no guaranteed right to repayment.

Consumers are insisted to certify policy and booking confirmation specifics and to contact their insurance/travel provider if explanation is necessary or a repayment due. If you think 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 through an official booking site, then you should normally obtain a reimbursement.

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

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

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 to is not fitting, then a reimbursement can be requested via the original booking company.

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

Certain events may differ, contingent on the terms and conditions of the organiser.

Consumers choosing not to attend – If consumers wish not to concerts or sporting events, but the event is still carrying on, there is not much chance of getting money back.

Cinema cessations

Several of the greater film chains have announced that they will be terminating all their screens in the UK until further communication. For patrons who have already purchased tickets, refunds or the choice 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 charges will continue, with a view to imparting the ‘time back’ once facilities recommences as normal. Others are instructing that they will be pausing payments for memberships. Patrons are advised to watch on the websites and social media updates from the cinema that they have booked through.

Obtaining back hotel and travel charges

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

Seperate terms and conditions may alter, but options may be advanced to delay or rebook on an alternative date due to present conditions.

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

Weddings and special functions could probably be afflicted by the outbreak of coronavirus. If the company or venue catering the service or organising cancels, then a repayment should be arranged for whatever has been cancelled. For those with wedding insurance, terms and conditions should be checked for everything that can be obtained back. If it is the customer, or individual who has booked the event that is deciding to cancel or rearrange the event, then some fees may apply. Negotiation and discussion with the organiser around postponing the event is vital.

For whatever that has already been paid in terms of deposits that cannot be refunded, the coordinator should define in detail the reason why a refund is not possible, comprising 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 consumers 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 try 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 are unchanged throughout the coronavirus pandemic. A few delivery firms have declared delays on unnecessary products in favour of transporting medical supplies and essential products. For extra information on orders already placed or delays experienced, the business delivering the items must be the first contact point.

We have detailed the key consumer rights legislation that applies in different situations mentioned below.

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

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While ordering products from a seller, the Consumer Rights Act 2015 declares they must be:

• Of good quality (free from any faults / damage and long-lasting)
• As the agentexplained
• Exactly like any sample shown
• Just like any model shown  Right for the idea made known to the seller

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

Consumers who feel that  any of the above do not fit for their products and have passed the initial 30 days after  purchase, might be eligible for replacement or repair that is –

• Free of charge
• Repair should be lasting
• Replacement should be same
• Within reasonable timescale
• Without leading to significant inconvenience

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

• Keep the goods for a reduced price
• Return back the merchandise for a refund (total refund within 6 months or partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is ordered from a private seller, the customer is insured by the Sale of Goods Act 1979 which claims the merchandise must match the description given by the seller. This includes:

• Any description in an advert
• Any description provided in an email or text
Any description during conversations on the phone or face to face

If the buyer feels that the goods don’t go with the seller’s description, then they could be entitled to;

• A total reimbursement if the products have not been accepted (not used and defect noticed instantly)
• Damages – a monetary amount to cover repairs or the difference between what amount was paid and what the products are actually worth

The burden of proof is on the customer to confirmverify that the items do not go with the sellers description, that can be difficult if the description was given verbally.

Rail companies and travel services have different rules about refunds of tickets affected by the coronavirus outbreak.

Scotrail are offering reimbursements on many train ticket types. Their process has changed slightly because of the situation, and an administration fee may apply, depending upon the ticket type.

A valuable guide to refunds that are provided from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have booked a trip which is not essential or have planned travel to a cancelled function should get in touch with the travel service for more information on their individual conditions, as well as refund policies.

Although the Government has recommended that every person abroad must return to the United Kingdom, a lot are still stuck without any way to come back home.

The Government has implemented measures like especially chartered flights to enable bring citizens home, but this might take time. For the moment, they have made several recommendation regarding what those stranded in a foreign country should do.

If somebody suffers or believes they are infected by coronavirus

The authorities of both the area and nation in which the customer is residing will give suggestion and help on what to do if someone suffers, or feels that they are infected by, coronavirus. Additionally, the citizen must seek medical help and self-isolate.

The NHS have put together a guide on signs that are typically displayed when somebody 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 finds themselves 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 otherwise visit:

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

If a visa is expiring soon

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

Additionally, the local embassy or consulate 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 call on 0207 008 1500, or otherwise check out:

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

If an affordable flight home cannot be booked

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

Those with travel insurance must get in touch with their provider as the cover will be extended by 2 months if those travelling are making every single effort to return home. People who cannot afford travel may also see if their credit card insurance is applicable.

UK citizens who find themselves stuck must even keep themselves updated on the declarations from local travel firms.

It is important to get in touch with family and friends to ensure they are aware that everybody in the party is safe. If possible, they might transfer money to those people trapped to pay for coming back home.

Employment & perks / financial support

There is also the option for those stranded to contact their boss and ask for an advance of their salary to pay for travel home. The UK government can also provide financial help in some circumstances. Additional information can be read on www.gov.uk

If cash runs out, or those stranded don’t have somewhere to stay, or access to meals / water / medical essentials

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

If cash runs out whilst trapped abroad, The UK Government can even provide monetary assistance in some circumstances. Additional details can be accessed on www.gov.uk.

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

If the citizen is stranded in a foreign country, they must ensure that anybody they are a carer for is seen well. If someone else is looking after this person, they could be requested to carry on to do this until they come back to the UK.

They could request family or friends to take care of this person until they return.

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

If the stranded passenger has worries regarding their job or self-employment

If they are employed, they should contact their boss wherever possible to keep them updated on their condition.

If they are employed, 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.

Benefits or state pension whilst trapped abroad

The trapped passenger will still get Universal Credit, Housing Benefit and Pension Credit if they are abroad for around a month.

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 land.

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

Any queries or concerns about 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 checking out:

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