Consumers face losing thousands amid travel protection breakdown

Which? is warning urgent action is needed to protect consumers who face losing large sums of money amid a breakdown of the system of travel protections.

The consumer champion has been inundated with messages and requests for help from people who face losing large sums – with some airlines and package travel providers refusing to meet their legal obligations to issue refunds for cancelled flights and holidays.

While Which? supports the government exploring options to help the travel industry, it is demanding that the crisis not be used as an excuse to undermine consumer protections. Reports of some package providers refusing refunds running into thousands of pounds in expectation of changes to the law are unacceptable.

Which? has heard from a family who were meant to be travelling to a wedding in Italy and whose flights have not been cancelled, despite Foreign Office (FCO) guidance against going to the country hardest hit by the virus.

Instead, the airline is offering to switch their flights to more expensive ones in the future. In some cases this can cost as much as £100 more per person.

The consumer champion has also been contacted by unhappy airline customers who are being offered vouchers instead of being refunded, with many complaining that they have received no clear guidance from their airline about what the next steps will be.

All flights on EU carriers in or into the EU and all flights leaving from an EU airport are protected by the EU’s Denied Boarding Regulation, which requires refunds or rerouting when flights are cancelled.

People have also been in touch reporting that their travel agents are refusing to offer refunds for cancelled holidays, despite travel regulations. Dozens of holidaymakers due to travel to France in the coming weeks have told  Which? that their travel agent is refusing to issue a refund.

One customer was refused a refund for his holiday with a well-known beach holiday specialist. The customer faces losing £2,300 and the only options being offered are a credit note or rebooking. And, that if he decided to cancel instead, he would have to try to claim on his travel insurance.

The law says you are entitled to a full refund if your package holiday is cancelled because of extraordinary circumstances at the destination – so you do not have to accept a credit note.

Faced with these difficulties, many people are finding themselves pushed from pillar to post between airlines, tour operators and insurance companies – whose policies are not set up for providers failing to fulfill their duties in this way.

Which? has also heard from holidaymakers who have fallen foul of little-known exclusions in insurance policies – meaning they were not covered for cancelling an upcoming trip, even after the FCO advised against travel to their destination.

Many more people are concerned that they will be uninsured for upcoming trips booked well before the coronavirus outbreak as insurers make sudden changes to their policy terms and conditions.

Taken together, these issues represent a serious breakdown of the current system of travel protections, which is vital to ensuring millions of consumers have the confidence to book expensive holidays and flights abroad.

Urgent action is needed to protect consumers amid the crisis in the travel industry. It is vital that any emergency measures under discussion, such as credit notes replacing refunds for package holidays, include strong guarantees or protections so consumers know they are not at risk of losing their money if a travel firm fails.

And while consumers with holidays booked under the current regulations may choose to accept a credit note, their right to claim a refund must not be taken away retrospectively by any changes to the law. The hard-earned money of thousands of holidaymakers – who may be facing difficulty themselves – must not be used as a backdoor bailout of the travel industry, when direct government support is being used in other sectors.

While the current uncertainty continues, airlines must respond swiftly to this fast-moving situation by informing passengers about what is happening with future flights, and show flexibility with rebooking options if a flight has not been cancelled.

Insurers must also heed last week’s warning from the FCA about treating customers fairly and work with the government and travel industry on solutions to tackle the coronavirus crisis, as the public must have confidence that they will be covered when they travel.

Rory Boland, Which? Travel Editor, said: “We’ve heard from hundreds of people who face losing large sums of money because their travel plans have been left in tatters or they have been abandoned abroad and face extortionate bills to get home.

“It’s vital that the government, insurers and the travel sector work together to tackle the huge challenge posed by coronavirus, as the travel industry depends on people having confidence that they will be protected in times of crisis.”

Which? is a non-profit organisation working to make life simpler, fairer and safer for consumers. During the coronavirus crisis, Which? is making a range of news, advice and guides available for free for anyone who needs it at https://www.which.co.uk/news/coronavirus  

Drive to free up hospital beds

Councils have been asked to increase support for care at home, nursing homes and care homes to reduce delayed discharges and free up hospital beds.

Health Secretary Jeane Freeman has confirmed to COSLA that, subject to expenditure being aligned to local plans, the Scottish Government will meet additional costs to increase support and staff capacity in social care.

The move aims to help the care system adapt to increased pressure placed on it by COVID -19, with many people requiring continued support for daily living, even if they have not contracted the virus.

Ms Freeman said: “We have placed the NHS on an emergency footing and we also need to increase the capacity in our social care sector.

“Extensive work is already underway by health and social care partnerships to free up hospital beds and care for older people, and others in need of support, in care homes and in our communities.

“We have now informed councils that any additional expenditure to maximise the care available to our communities, aligned to work that is already underway, will be covered by the Scottish Government.”

COSLA’s Health and Social Care spokesperson Councillor Stuart Currie said: “COVID-19 represents an unprecedented challenge to anyone working in caring professions in Scotland.

“The Scottish Government and local government have shared leadership to ensure the entire system is working together to optimise the impact on the wellbeing of our communities.  Work is underway locally to do this and today’s announcement gives welcome assurance to the sector about the steps which will be taken to maximise the care available to our communities.

“COSLA guidance will be issued shortly to support commissioners to work collaboratively to protect the resilience of the social care sector and ensure they remain operationally and financially viable.”

Police Scotland appeals to Special Constables to increase their hours

Police Scotland is asking employers to consider providing paid leave to members of staff who volunteer as Special Constables to allow them to support the national effort to tackle the coronavirus (COVID-19) pandemic.

The service faces unprecedented challenges to maintain policing while managing rising levels of sickness and self-isolation among officers and staff.

Special Constables are warranted officers with all the powers of regular police officers who volunteer their services. They are deployed in local communities to support daily operations and provide resilience at critical times.

Police Scotland is appealing to Special Constables to increase their volunteering hours wherever possible and to ask employers to consider paid leave to allow staff to support Local Policing over the coming 12 weeks.

Deputy Chief Constable Malcolm Graham said: “This is an extraordinary moment and one that requires a collective response.  It is a moment when the ethos of the Special Constabulary – supporting Scottish communities and local policing – has never been more relevant. 

“The coronavirus pandemic is presenting an unprecedented and dynamic set of challenges and, to support health professionals and maximise public safety, the policing response is crucial.

“The coming weeks and months will be demanding and there will be significant additional duties that we are required to discharge during this critical period. To support our overall response, we would like to include our valued  Special Constables in our resourcing plans.

“We have written to all our volunteers and their employers seeking support to provide additional volunteering hours over the coming 12 weeks, however I should stress there is no requirement being placed on anyone.”

Changes to STV schedules

We wanted to let you know that there will be some changes to your STV schedule coming up. 

Along with our partner ITV, we’re following Government guidance around coronavirus and the health and well-being of our staff is of paramount importance.  With this in mind, production has been paused on certain programmes and schedule patterns have been changed.

Here’s how things will look:

In Daytime, Lorraine and Loose Women will stop broadcasting from this week.  Lorraine will join Piers Morgan in the GMB studio for the last hour, and hand over to This Morning, which will be running as usual from 10.30am until 12.30pm.

Following this, we’ll run some of your favourite episodes of Loose Women, which we hope you’ll enjoy.  We understand most people will be tuning into the Prime Minister’s daily briefing at 5pm so will be running repeats of The Chase and Tipping Point for the time being.

On soaps, production of Coronation Street and Emmerdale has been suspended to protect the health and safety of the production teams, actors, crew and their families. 

However, as a large number of episodes have already been filmed, we will continue to broadcast new episodes of both Coronation Street and Emmerdale on Mondays, Wednesdays and Fridays from Monday 30th March.

We know how much you rely on and trust our news service, both on air and online, especially at this time. We’re incredibly proud of our news teams who are working hard to bring you the latest updates and we’re committed to continuing this service whilst ensuring we keep our teams safe.

STV News at Six is on air at 6pm each night and our news website and app are updated frequently.  Current affairs show, Scotland Tonight, is on Monday to Wednesday at 10.40pm and 7.30pm on a Thursday.  We’ll bring you special reports on how coronavirus is impacting the people of Scotland.

This is a constantly developing situation and you can expect more frequent updates from us.  You can also keep an eye on our Facebook, Twitter and Instagram channels, which we’ll be updating regularly.

We know that people are relying on their TV services for entertainment and information more than ever.  We’re committed to doing just that.

In addition to the broadcast schedule, don’t forget there are loads of programmes on the STV Player to entertain you whilst you’re at home – including new dramas Belgravia and Liar, favourites Vera and Flesh and Blood, and Player-exclusive box sets like Janet King, Rake, The Slap and Acceptable Risk.

Thanks for your support during this challenging time and stay safe.

STV

Government must urgently support the self-employed, says TUC

The TUC has called on the government to provide urgent aid to Britain’s five million self-employed workers.

A new report published today says the current measures in place for self-employed workers are “inadequate” with many facing severe hardship over the coming months.

The report calls on ministers to extend the wage subsidy scheme announced on Friday to the self-employed.

The TUC says this could be done through providing the self-employed with a guarantee of at least 80% of their incomes based on their last three years of self-assessment tax returns.

This could be paid directly to the self-employed as a tax rebate.

The report highlights the example of Norway where the government is providing grants covering 80% of self-employed workers’ earnings. And Belgium where an income replacement scheme has been set up for the self-employed.

Commenting on the report TUC General Secretary Frances O’Grady said: “The government took a big and important step last week with wage subsidies for employed workers.

“But millions of self-employed workers – from the creative industries to construction – are still facing a collapse in their earnings. Many won’t be able to meet their basic living costs without further support. Ministers must urgently beef up support for the self-employed.

“Large-scale wage subsidies are the best way to boost household finances, keep businesses running and help our economy bounce back after this crisis. All workers – both employed and self-employed – should have their wages protected.”

The full TUC report can be found here:  https://www.tuc.org.uk/research-analysis/reports/fixing-safety-net-what-next-supporting-working-peoples-incomes.

Coronavirus: New NHS 24 arrangements

Patients worried about symptoms should dial 111 if they need help

Patients with coronavirus (COVID-19) symptoms are now asked to dial NHS 24 on 111, day or night, if their symptoms worsen or do not improve after seven days.

Please do NOT call your GP or go to the surgery. If you require a sick note due to coronavirus, you can get this from the NHS Inform website.

This improvement provides patients with a straightforward dedicated route to clinical advice and support, as well as freeing up GP practices to treat and care for all non-COVID-19 health conditions.

Callers to the 111 helpline will be assessed and, if necessary, transferred to a local community hub staffed by clinicians from across the healthcare system to ensure patients get the best possible advice at the right time.

Depending on their assessment, patients may be given advice to help them continue self-isolating at home or be given an appointment to attend a local assessment centre for further treatment.

NHS Inform’s coronavirus webpage is still the fastest way for people to get the latest health advice and information. There is also a free NHS 24 helpline for people without symptoms looking for general information on coronavirus.

For patients who do not have any coronavirus symptoms, they should continue to telephone their GP when open and not call NHS 24.

In the out of hours period, when displaying symptoms other than coronavirus, you should only call 111 if you need urgent assessment and cannot wait until your GP is open.

Health Secretary Jeane Freeman said: “This change means that anyone who has coronavirus symptoms and needs additional help or advice can now call the same number any time, day or night, seven days a week.

“As the number of people presenting with symptoms continues to grow, we must adapt to manage the daily growth in demand. As well as ensuring people are getting the right help at the right time, this step will also help ensure GP capacity to provide care for people in the community is protected and that only those cases that need to be admitted to hospital are admitted.”

NHS 24’s Director of Service Delivery Steph Phillips said: “NHS 24 has been at the forefront of supporting Scotland’s response to the coronavirus pandemic, through the NHS Inform website, the special helpline and the 111 service.

“This change will make it easier for people who are concerned about their symptoms to get the help they need as quickly as possible. Please help us to help you.”

NHS Inform’s coronavirus webpage is still the fastest way for people to get the latest health advice and information.

If you need a sick note due to coronavirus, don’t contact your GP or NHS 24. You can download an isolation note directly from NHS Inform.

The latest numbers of test results are published at 2pm each day on the Scottish Government website.

Common symptoms of coronavirus include:

  • high temperature or fever
  • cough
  • shortness of breath

Patients should only call NHS 24 (on 111) if their symptoms:

  • have not improved after 7 days
  • are severe or they have shortness of breath
  • worsen during home isolation

For any other health related concerns, make NHS Inform your first point of contact or call your GP during opening hours. If your GP practice is closed and your query can’t wait you can still call NHS 24 (on 111).

If you don’t have symptoms and are looking for general information on coronavirus, call NHS Inform’s free helpline: 0800 028 2816

Claimants asked to apply online as Jobcentres limit access

People are being urged to use online services before turning to the telephone for help with their benefit claim

With a rise in new claims, and with demand for support over the phone increasing, the Department for Work and Pensions is taking unprecedented action to make sure people can get the support they need, including moving 10,000 existing staff to focus on processing new claims.

In line with recent Government guidance and to best serve those who need support, the Work and Pensions Secretary has taken the decision to limit access to jobcentres from tomorrow, with members of the public not admitted into jobcentres unless they are directed to do so with a booked appointment.

Only the most vulnerable claimants who cannot access DWP services by other channels will be invited to attend, with the public urged to use online services.

In addition, the Secretary of State has also today announced that reviews and reassessments for disability benefits are being suspended for the next three months. The suspension will be kept under regular review and extended if necessary.

These stronger measures come in response to the changing situation and mean more staff are being deployed to process new claims and make payments, with remote support a top priority for the department.

Around 10,000 existing staff will be moved to process new claims, with 1000 already in place. In addition, the Department is expecting to recruiting 1500 extra people to aid the effort.

The changes are part of the Government’s effort to stop the spread of the virus, supporting people to stay at home, protect the NHS and save lives.

The measures follow Government guidance last week that people were not expected to attend face to face jobcentre appointments, and the suspension of face-to-face assessments for all sickness and disability benefits for the next 3 months.

In the meantime, all services can be accessed online and over phone with the Work and Pensions Secretary Therese Coffey is urging people to use online services first, helping keep phone lines free for those who really need them.

Secretary of State for Work and Pensions Therese Coffey said: “Our jobcentres are fully committed to supporting people facing challenges during these extraordinary times.

“To help people most effectively and efficiently, we need people to claim online. If you cannot get online, phone us for help and we will only see people face to face in our jobcentres if invited.”

Those looking to put in a claim for Universal Credit or Employment and Support Allowance should apply online.

For more information visit Understanding Universal Credit

 

Front line role for community pharmacies

Community pharmacists are to perform an enhanced role during the Coronavirus (COVID-19) outbreak.

Pharmacists will be able to support more patients, reducing the pressure on other parts of NHS Scotland through the extension of the Minor Ailment Service.

The Scottish Government has also accelerated plans to expand access to Emergency Care Summary (ECS) data, which mainly contains medication information, to pharmacists.

Health Boards have been asked to provide access to this information to pharmacists and pharmacy technicians working in communities.

More than a thousand community pharmacies provide a range of NHS Pharmaceutical Care services on behalf of the NHS in Scotland.

Health Secretary Jeane Freeman said: “The vital work of community pharmacies up and down the country is key in ensuring that we continue to reduce the burden across the NHS, and patients continue to get the necessary medicines they need to stay healthy.

“Many people visit a community pharmacy every day, with these numbers increasing in the current COVID-19 outbreak.

“This makes them the most accessible healthcare professionals on the front line of community health services, and a valuable resource to NHS Scotland.

“Strengthening the role of pharmacists, and easing some of the pressure from frontline NHS services, is therefore an important step in our wide ranging response to the current crisis.”

LOCKDOWN

The First Minister has tonight called for an immediate stop to public gatherings of more than two people in Scotland in a bid to flatten the curve of Covid-19 spread and protect the NHS.

Following a meeting of the UK Government’s COBR committee, an effective ban is in place on gatherings in public places, excluding household groups or in a work-related capacity.

In addition – as the First Minister set out earlier – all non-essential shops should be closed, as well as public spaces such as libraries, communal parks and playgrounds, and places of worship.

“The ban extends to ceremonial social events, such as weddings and christenings, with the exception of funerals which will be restricted to immediate family only. The First Minister was clear that these decisions are not taken lightly ‘but are essential for the protection of all of us.’

From tonight the only permissible reasons to leave your home are as follows:

  • To shop for basic necessities and that should be limited to once a day
  • To take exercise once a day – but alone or with your own household, not in groups
  • For medical reasons or to care for a vulnerable person
  • To travel to essential work if that cannot be done at home. Further guidance to employers is pending.

In agreement with Police Scotland, officers will be permitted to deploy ‘soft enforcement’ of these measures, prior to the Scottish Government taking legal powers from Thursday.

The First Minister reiterated guidance of the Scottish Government for people to stay home and only venture outside when absolutely necessary. In line with existing advice, non-essential retail units are now required to close and shopping for basic necessities kept to a minimum.

First Minister Nicola Sturgeon said: “Some of what is being outlined is already active advice in Scotland. But I want to ensure that the latest position is set out clearly and comprehensively.

“Let me be blunt: these stringent restrictions on our normal day to day lives are difficult and unprecedented but they are essential for the protection of all of us. What I am telling people across Scotland that they now must do to help us fight this virus is stay at home.

“Gatherings of more than two people in public will be prohibited – unless it is a household group or work related. Social events must not take place. That includes weddings and christenings. The exception is funerals but we are asking – in what is undoubtedly the hardest thing I will say tonight – that they are restricted to immediate family only.

“I fully expect the vast majority of people will do the right thing and for that, we thank you. Later this week emergency legislation will give us powers of enforcement and we will use them if necessary.

“But from tonight, if the police find people or premises flouting these rules they will give strong advice to cease and do the right thing. Within days they will be able to follow that up with enforcement.

“All of this will take effect immediately. It is effectively what some have described as a lockdown. So please do not think any of this is being done lightly – it is not. They are essential to slow down the spread of this virus, to reduce the peak impact of it, to prevent our NHS being overwhelmed – they are essential to save lives.”

Boris Johnson: Just no easy options

‘From this evening I must give the British people a very simple instruction – YOU MUST STAY AT HOME.’

Good Evening,

The coronavirus is the biggest threat this country has faced for decades – and this country is not alone.

All over the world we are seeing the devastating impact of this invisible killer.

And so tonight I want to update you on the latest steps we are taking to fight the disease and what you can do to help.

And I want to begin by reminding you why the UK has been taking the approach that we have.

Without a huge national effort to halt the growth of this virus, there will come a moment when no health service in the world could possibly cope; because there won’t be enough ventilators, enough intensive care beds, enough doctors and nurses.

And as we have seen elsewhere, in other countries that also have fantastic health care systems, that is the moment of real danger.

To put it simply, if too many people become seriously unwell at one time, the NHS will be unable to handle it – meaning more people are likely to die, not just from Coronavirus but from other illnesses as well.

So it’s vital to slow the spread of the disease.

Because that is the way we reduce the number of people needing hospital treatment at any one time, so we can protect the NHS’s ability to cope – and save more lives.

And that’s why we have been asking people to stay at home during this pandemic.

And though huge numbers are complying – and I thank you all – the time has now come for us all to do more.

From this evening I must give the British people a very simple instruction – you must stay at home.

Because the critical thing we must do is stop the disease spreading between households.

That is why people will only be allowed to leave their home for the following very limited purposes:

  • shopping for basic necessities, as infrequently as possible
  • one form of exercise a day – for example a run, walk, or cycle – alone or with members of your household;
  • any medical need, to provide care or to help a vulnerable person; and
  • travelling to and from work, but only where this is absolutely necessary and cannot be done from home.

That’s all – these are the only reasons you should leave your home.

You should not be meeting friends. If your friends ask you to meet, you should say No.

You should not be meeting family members who do not live in your home.

You should not be going shopping except for essentials like food and medicine – and you should do this as little as you can. And use food delivery services where you can.

If you don’t follow the rules the police will have the powers to enforce them, including through fines and dispersing gatherings.

To ensure compliance with the Government’s instruction to stay at home, we will immediately:

  • close all shops selling non-essential goods,​ including clothing and electronic stores and other premises including libraries, playgrounds and outdoor gyms, and places of worship;
  • we will stop all gatherings of more than two people in public – excluding people you live with;
  • and we’ll stop all social events​, including weddings, baptisms and other ceremonies, but excluding funerals.

Parks will remain open for exercise but gatherings will be dispersed.

No Prime Minister wants to enact measures like this.

I know the damage that this disruption is doing and will do to people’s lives, to their businesses and to their jobs.

And that’s why we have produced a huge and unprecedented programme of support both for workers and for business.

And I can assure you that we will keep these restrictions under constant review. We will look again in three weeks, and relax them if the evidence shows we are able to.

But at present there are just no easy options. The way ahead is hard, and it is still true that many lives will sadly be lost.

And yet it is also true that there is a clear way through.

Day by day we are strengthening our amazing NHS with 7500 former clinicians now coming back to the service.

With the time you buy – by simply staying at home – we are increasing our stocks of equipment.

We are accelerating our search for treatments.

We are pioneering work on a vaccine.

And we are buying millions of testing kits that will enable us to turn the tide on this invisible killer.

I want to thank everyone who is working flat out to beat the virus.

Everyone from the supermarket staff to the transport workers to the carers to the nurses and doctors on the frontline.

But in this fight we can be in no doubt that each and every one of us is directly enlisted.

Each and every one of us is now obliged to join together.

To halt the spread of this disease.

To protect our NHS and to save many many thousands of lives.

And I know that as they have in the past so many times.

The people of this country will rise to that challenge.

And we will come through it stronger than ever.

We will beat the coronavirus and we will beat it together.

And therefore I urge you at this moment of national emergency to stay at home, protect our NHS and save lives.

Thank you.