The Foreign and Commonwealth Office (FCO) has advised against all but important travel to foreign countries, towns and regions. This includes two key travel advisory notices: 1. If you are overseas, return to the UK as soon as possible if commercial flights are still available 2. If you are currently in the UK, don’t travel abroad except if it is absolutely vital Many airlines are now declaring cessations of flights and the stalling of aircraft after the announcement that many countries are executing ‘lockdown’ of borders and the restriction of travel to slow the increase of the virus.

The Government has proclaimed a collaboration with airlines to arrange special chartered flights. These will return nationals that are presently stranded abroad. More information will be announced by the government’s travel advice, all British embassies as well as all British high commissions. A dedicated travel administration firm will be utilized for stranded citizens to reserve and pay for the flight back home.

Further information on travelling abroad and current government recommendations are accessible at www.gov.uk/foreign-travel-advice Patrons who are yet to fly to their region – Due a compensation or, in some cases, the option to rebook for alternative date.

Flight and Holiday Cancellations

Flights as part of a holiday package

Whole expense of the holiday will be compensated. This is happening automatically for some customers, but patrons can get in touch with the company that they made reservations through for extra clarification.

Hotel and Flights booked separately

Patrons are advised to get in touch with their hotels, asking for a refund/modification in dates. Many airlines are allowing commuters to rebook flights for free.

In conditions where the hotel and site are operational, and the booking is non-refundable, then travellers may miss out.

Travel Insurance policies

Consumers are recommended to certify the particulars of travel insurance policies that they have procured. These may extend financial compensation in situations where other measures do not.

If consumers have planned travel to infected zones after a caution was issued in the zone, then there is a possibility that any insurance policy may be invalidated by this. Patrons are urged to verify the particulars 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, many insurance companies have stopped selling new travel insurance plans and, in several circumstances, have changed cover as a consequence of the coronavirus pandemic. The Association of British Insurers has stated that travel insurance is a product meant to be used in unexpecteed conditions, and owing to the existing condition, concerns occuring as a consequence of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no meathods of returning back to the UK – Airlines have a responsibility of worry to those passengers abroad if they have terminated a return flight. The airline ought to furthermore pay for any additional expenses for housing and any food required. For those customers who have received a repayment, then the obligation of worry terminates here. It is then the responsibility of the traveller to arrange travel back to the UK.

In conditions where neither of the above is probable, or where customers feel stranded, they are instructed to contact the embassy in their present location to obtain more assistance. Detailed embassy locations can be obtained by visiting www.gov.uk/world/embassies and searching based on your destination.

Travellers choosing to cancel their travel plans

If there has been no warning issued in regard to a destination that the customer chooses to travel to, and the customer selects to call off their plans, then there is no automatic right to compensation.

Travellers are advised to certify policy and booking confirmation specifics and to contact their insurance/travel provider if explanation is wanted or a reimbursement due. If you belive 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 booked via an authorised booking site, then you ought to normally obtain 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 repay the ticket’s face value cost when an event is cancelled. This does not comprise the charges incurred for delivery.

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

Postponed events

Original tickets should be held until a rescheduled or altered date is announced. If there is an issue with the date that the event or concert has been pushed to is incompatible, then a repayment can be bidden through the original booking company.

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

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

Patrons wishing not to show up – If consumers decide not to concerts or sporting events, but the event is still going ahead, there is little chance of getting money back.

Cinema closings

Quiet a few of the big cinema chains have declared that they will be shutting all their screens in the UK until further notice. For patrons who have already purchased tickets, refunds or the option to reschedule this to a later date (if possible) are presented.

A few of the bigger chains with loyalty cards and monthly membership are instructing that monthly fees will continue, with a view to giving the ‘time back’ once service resumes as normal. Others are advising that they will be pausing payments for memberships. Patrons are recommended to watch on the websites and social media informs from the cinema that they have booked through.

Getting back hotel and travel charges

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

Specific terms and conditions may alter, but options may be offered to reschedule or rebook on an alternative date due to present situations.

As a side note, if the hotel or travel provider is incapable to deliver the service due to the coronavirus pandemic, then a refund should be paid. Deposits for weddings and special events

Weddings and special functions could potentially be affected by the outbreak of coronavirus. If the company or venue providing the service or organising cancels, then a reimbursement should be prepared for whatever has been cancelled. For those with wedding cover, terms and conditions should be conferred for whatever that can be retrieved back. If it is the buyer, or person who has booked the event that is deciding to cancel or rearrange the event, then some charges may apply. Negotiation and discussion with the organiser around delaying the event is essential.

For everything that has previously been paid in terms of deposits that cannot be refunded, the coordinator should define in detail the cause why a refund is not possible, comprising any costs they have incurred that are being passed on to the buyer.

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 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, clients can contact their bank and attempt to 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 crisis. A couple of delivery and logistical firms have declared delays on uneeded products in favour of delivering medical supplies and vital products. For more information on orders placed or delays experienced, the business shipping the products should be the first contact point.

We have explained the important consumer rights legislation that is applicable in different circumstances below.

Nonetheless, a more inclusive 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 buying merchandise from a agent, the Consumer Rights Act 2015 declares they should be:

• Of nice quality (free from any defects / damage and long-lasting)
• As the dealerdescribed
• The same as any sample shown
• The same as any model shown  Perfect for the purpose told to the dealer

When requesting for replacement or repair within first 30 days, then the buyer enters the wait period with the remainder of the thirty days (minimum of 7 days) resuming after repair/replacement.

Customers who think that  anything mentioned above do not fit for their goods and have passed the initial 30 days after  ordering, might be eligible for repair or replacement that is –

• Cost-free
• Repair should be long lasting
• Replacement should be exact same
• Within reasonable timescale
• Without leading to considerable trouble

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

• Keep the merchandise for a lower rate
• Return the goods for a reimbursement (full refund in six months or partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is purchased from a private seller, the consumer is insured by the Sale of Goods Act 1979 which states the merchandise must suit the description provided by the seller. This includes:

• Any description in an advert
• Any description provided in an e-mail or text message
Any description during chats over the phone or personally

If the customer thinks that the products don’t match the seller’s description, then they could be eligible for;

• A complete reimbursement if the goods haven’t been accepted (not used and defect noted instantly)
• Loss – a monetary amount to cover repairs or the difference between the amount that was paid and what the goods are really worth

The burden 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 given orally.

Rail companies and travel services have different guidelines regarding refunds of tickets impacted by the coronavirus crisis.

Scotrail are giving refunds on numerous train ticket types. Their process has altered a bit because of the situation, and an administration fee might apply, depending upon the ticket type.

A helpful 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 which is no longer essential or have booked travel to a annulled occasion should get in touch with the travel service for additional details on their individual conditions, as well as refund guidelines.

Although the Government has Informed that everyone abroad should return back to the UK, a lot are still stuck with no means to come back home.

The Government has adopted measures like especially chartered planes to enable get citizens home, however this may take some time. Meanwhile, they have made several recommendation regarding what those people who are stranded in a foreign land must do.

If somebody suffers or thinks they are infected by coronavirus

The Government authorities of both the region and nation in which the buyer is staying will give suggestion and assistance on what to do if someone suffers, or thinks that they have, coronavirus. Also, the resident should take medical help and self-quarantine.

The NHS have compiled a guide on signs that are normally displayed when someone is suffering from 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 stays can be used to get in touch with the local authorities. For additional information on embassies, or to locate the nearest one to you, please call on 0207 008 1500, or simply visit:

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

If a visa is expiring soon

If a visa is expiring, the actions required will depend on the region that the UK citizen is located. If unsure, look at 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

Additionally, the local embassy or consulate can be used to contact the local authorities. For more information on embassies, or to find the one in your vicinity, please call on 0207 008 1500, or simply visit:

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

If an affordable air flight home cannot be booked

The travel company should be contacted in the first instance for more details on going back home. They might delay or reimburse payment for the trip to home town.

People having travel insurance should contact their service provider because the insurance cover will be extended by 60 days if those travelling are making every effort to return home. Those who can’t afford travel could even see if their credit card insurance applies.

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

It is essential to get in touch with friends and family to ensure they are aware that everyone in the party is safe. If possible, they may be able to transfer cash to people stuck to pay for transport home.

Employment & benefits / monetary aid

There is also the choice for those trapped to contact their manager and ask for an advance of their payment to pay for travel home. The UK government can even provide monetary help in a few situations. Additional info can be read on www.gov.uk

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

The UK Government has committed to ensuring that British citizens in foreign country have access to accommodation, medical supplies, food and water.

If money is over whilst stranded abroad, The UK Government can also offer financial assistance in some situations. Additional details can be accessed on www.gov.uk.

If the trapped passenger needs to care for a relative in the UK

If the citizen is stuck in a foreign land, they must ensure that anyone they are taking care of is looked after. If someone else is looking after this person, they could be requested to continue to do this until they return back to the UK.

They may ask family or friends to look after this person until they fly back.

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

If the trapped passenger has pressure about their employment or self-employment

If they are employed, they must be in touch with their employer wherever possible to keep them informed on their condition.

If they are doing a job, 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.

Benefits or state pension while stranded in a foreign land

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

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

The State Pension will be paid irrespective of how long the citizen has been abroad.

Any queries or doubts regarding benefit payments while 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