The Foreign and Commonwealth Office (FCO) has directed against all but essential travel abroad, towns and regions. This entails two key travel advisory notices: 1. If you are in a foreign country, return to the UK as shortly as possible if commercial flights are still available 2. If you are presently in the UK, do not travel abroad unless it is utterly indispensible Several airlines are now stating cancellations of flights and the stalling of aircraft after the declaration that several countries are executing ‘lockdown’ of borders and the restriction of movement to slow the increase of the virus.

The Government has declared a collaboration with airlines to plan special chartered flights. These will return nationals that are currently stranded abroad. More 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 stuck residents to book and pay for the flight home.

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

Flight and Holiday Cancellations

Flights being part of a package holiday

Whole cost of the holiday will be refunded. This is happening inevitably for some patrons, but consumers can get in touch with the company that they made reservations through for additional clarification.

Hotel and Flights reserved separately

Customers are advised to get in touch with their hotels, asking for a refund/adjustment in dates. Several airlines are allowing travellers to rebook flights for free.

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

Travel Insurance policies

Consumers are urged to check the particulars of travel insurance policies that they have bought. These may offer financial reimbursement in conditions where other means do not.

If customers have arranged travel to affected regions after a notice was published in the region, then there is a possibility that any insurance policy may be nullified 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 current affairs, several insurance companies have terminated selling new travel insurance plans and, in some conditions, have modified cover as a consequence of the coronavirus outbreak. The Association of British Insurers has stated that travel insurance is a product meant to be used in unforeseen situations, and owing to the current condition, problems surfacing as a outcome of coronavirus are no longer considered ‘unforeseen’.

Already abroad and no channels of getting back to the UK – Airlines have a obligation of concern to those customers in a foreign country if they have terminated a return flight. The airline should moreover pay for any extra costs for accommodation and any food essential. For those consumers who have accepted a refund, then the obligation of concern finishes here. It is then the duty of the passenger to arrange travel back to the UK.

In conditions where none of the above is possible, or where consumers feel trapped, they are recommended to contact the embassy in their present location to obtain more assistance. Individual embassy locations can be acquired by visiting www.gov.uk/world/embassies and searching depending on your destination.

Travellers opting to cancel their travel plans

If there has been no caution released in relation to a country that the customer picks to go to, and the customer chooses to cancel their plans, then there is no automatic right to repayment.

Travellers are advised to certify policy and booking confirmation details and to contact their insurance/travel source if explanation is required or a refund due. If you feel that your consumer rights have been breached, you can contact consumeradvice.scot for more information and assistance.

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 by means of an authorised booking site, then you must genrally obtain a reimbursement.

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

It is suggested that for any other ticket merchant, 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 instance to request refunds. There may also be the option to rebook at a later date if the event is being rescheduled.

Postponed events

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

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

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

Consumers deciding not to attend – If customers choose not to concerts or sporting events, but the event is still taking place, there is not much likelihood of getting money back.

Cinema cessations

Numerous of the greater film groups have stated that they will be terminating all their screens in the UK until further announcement. For customers who have already gotten tickets, repayments or the possibility to postpone this to a later date (if possible) are available.

A few of the larger groups with loyalty cards and monthly membership are instructing that monthly charges will continue, with a view to giving the ‘time back’ once amenities recommences as normal. Others are recommending that they will be pausing payments for memberships. Consumers are recommended to watch on the websites and social media informs from the cinema that they have booked through.

Obtaining back hotel and travel expenditures

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

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

As a side note, if the hotel or travel provider is incapable to provide the amenity due to the coronavirus epidemic, then a reimbursement should be paid. Bookings for marriages and special occasions

Marriages and special occasions could probably be afflicted by the outbreak of coronavirus. If the venue or company offering the ceremony or managing cancels, then a repayment should be organised for whatever has been cancelled. For those with wedding protection, terms and conditions should be checked for whatever that can be obtained back. If it is the buyer, or person who has reserved the event that is deciding to cancel or postpone the event, then some costs may apply. Negotiation and discussion with the organiser around delaying the event is vital.

For whatever that has previously been paid in terms of deposits that cannot be repaid, the coordinator should define in detail the basis why a reimbursement is not probable, including any costs they have experienced that are being passed on to the buyer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects consumers for purchases 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 delivered.

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 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 remain unchanged during the coronavirus pandemic. Some delivery and logistical companies have announced delays on non-essential products for delivering medical supplies and essential items. For additional information on orders already placed or delays experienced, the firm delivering the items must be the initial point of contact.

We have explained the main consumer rights legislation that is valid in various situations mentioned below.

Nevertheless, a more inclusive guide to consumer rights, covering different areas, is accessible by visiting consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While purchasing items from a seller, the Consumer Rights Act 2015 states they should be:

• Of nice quality (free from any defects / damage and long-lasting)
• As the dealertold
• Just like any sample shown
• Exactly like any model shown  Fit for the purpose explained to the dealer

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

Buyers who believe that  any of the above don’t fit for their items and have gone beyond the initial 30 days after  purchase, can be entitled to repair/replacement which is –

• Cost-free
• Repair should be permanent
• Replacement should be like for like
• Within realistic time frame
• Without resulting in significant inconvenience

In case a repair/replacement is not possible then they might instead be entitled to:

• Keep the goods for a reduced rate
• Return the items for a reimbursement (total refund within 6 months or perhaps partial repayment after or if a vehicle)

Private Sales – Sale of Goods Act 1979

When something is ordered from a private seller, the buyer is insured by the Sale of Goods Act 1979 which declares the merchandise must suit the explanation given by the seller. This comprises:

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

If the buyer believes that the products do not go with the seller’s description, then they may be eligible for;

• A complete refund if the products haven’t been accepted (not used and problem observed instantly)
• Damages – a monetary amount to apy for mending or the difference between what amount was paid and what the items are truly worth

The trouble of proof is on the client to prove that the items don’t match the sellers description, that might be difficult if the description was given verbally.

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

Scotrail are providing refunds on many train ticket types. Their process has altered slightly due to the situation, and an administration charge might be imposed, depending upon the ticket type.

A valuable guide to refunds that are offered from Scotrail can be seen here: https://www.scotrail.co.uk/plan-your-journey/refunds People who have planned a trip that is no longer necessary or have booked travel to a annulled occasion should call the travel provider for additional details on their individual conditions, along with refund guidelines.

Although the Government has suggested that everybody in a foreign country should return back to the United Kingdom, many are yet stuck without any means to get home.

The Government has taken steps like specially chartered flights to enable bring citizens home, however this might take some time. Meanwhile, they have made numerous suggestions about what people who are trapped abroad should do.

If someone suffers or feels they are infected by coronavirus

The authorities of both the area and nation in which the buyer is staying will provide suggestion and assistance on what to do if someone suffers, or feels that they have, coronavirus. Additionally, the citizen should take medical help and self-isolate.

The NHS have compiled a guide on symptoms that are typically displayed 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 area where the UK citizen resides can be used to contact the local authorities. For additional information on embassies, or to locate the one in your vicinity, please contact 0207 008 1500, or simply visit:

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

If a visa is coming to an end quickly

If a visa is expiring, the actions required will depend on the location that the UK citizen is located. If doubtful, look at the travel advice for that country from the UK foreign and commonwealth office. This guide can be found 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 locate the closest one in your area, please call on 0207 008 1500, or otherwise check out:

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

If a inexpensive air flight home cannot be booked

The travel company must be contacted in the first instance for more information on going back home. They might delay or waive payment for the trip home.

Those people with travel insurance should contact their service provider as the cover will be extended by 60 days if those travelling are making every single effort to go back home. People who can’t afford travel may even check if their credit card insurance is applicable.

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

It is important to contact friends and family to ensure they know that everybody in the party is safe and secure. If possible, they may be able to transfer money to those people trapped to pay for transport home.

Employment & perks / financial aid

There is also the option for those stranded to contact their manager and request for an advance of their payment to pay for travel home. The UK government can even provide financial help in some situations. More information can be read on www.gov.uk

If money runs out, or those stuck do not have accommodation, or access to food / water / medical essentials

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

If cash runs out whilst stuck in a foreign land, The UK Government can as well offer financial help in some circumstances. More details can be read on www.gov.uk.

If the stranded passenger needs to take care for someone back in the UK

If the citizen is stranded in a foreign land, they should make sure that anyone they are taking care of is looked after. If someone else is looking after this person, they may be requested to continue to do this till they return to the UK.

They may request family or friends to look after this person till they return back.

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

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

If they are employed, they should keep in contact with their manager wherever possible to keep them informed about 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 request for for the self-employment income support scheme.

Benefits or state pension whilst stuck abroad

The stranded passenger will still get Universal Credit, Housing Benefit and Pension Credit if they are in a foreign land 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 abroad.

The State Pension will be paid despite how long the citizen stays abroad.

Any queries or doubts about 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 clicking:

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