TRAVEL AGENT
CIRCULAR
Tuesday, 06 September 2016
Issue No. 05
A Quick Look At
This Issue
for Singapore’s Travel Agents community
The Travel Agent Roadmap
Industry News
The Travel Agent Roadmap
Unlicensed Travel Agent Prosecuted
Seoul and Singapore Ink
Memorandum of Cooperation to
Drive Tourism Traffic
Consumer Education Materials for
Your Use
Upcoming Travel Conferences
Assistance for Travel Agents
ESF - a Call for Cruise Programmes,
Meetings & Incentive Proposals
Applicable Grant Schemes for
Travel Agents
Advice for the Industry
Travel Advisories
Ensuring Accuracy of
Advertisements and Other Materials
The Newsflash
Licensing Matters
The Singapore Tourism Board (STB) and the National Association of Travel Agents Singapore
(NATAS) jointly launched the Travel Agent (TA) Roadmap at the inaugural Travel Agents Industry
Forum held on 2 August 2016. With a vision of enabling TAs to go beyond ticketing and ordertaking to become designers of travel experiences, the Roadmap seeks to enhance the capability
and sustainability of the TA industry.
Travel Agent Licence Renewal
Replacement of System for Travel
Agent Licence-related Applications
This circular is meant for STB-licensed travel
agents only, and may contain privileged
information. If you are not the intended
recipient, please do not use, disclose, copy,
distribute or deliver this communication in
whole or in part to anyone. Kindly notify us of
the error and delete it (including copies)
immediately. Thank you.
This circular is brought to you by the Travel Agents &
Tourist Guides Division of
The digital revolution has changed how consumers today shop for holidays. Visitors also look for
more, seeking experiential travel and personalisation. TAs have to create new value that meet
evolving consumer needs, in order to survive today, and thrive tomorrow.
[Continued on next page]
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INDUSTRYNEWS
We are currently calling out for for proposals and ideas for cruise programmes, as well as meetings & incentive travel. More details will
Tuesday, 06 August 2016
be shared at a later date, and interested companies can submit their project executive summaries to [email protected] on an on-going
Travel Agent Circular Issue 05
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basis until 31 December 2016.
Launch of the Travel Agent Roadmap
The TA Roadmap centres on Business Transformation, Technology
and Manpower as the key pillars.
NATAS will organise regular technology showcases, produce and
update an accompanying technology guidebook on the latest
and most relevant technology solutions for TAs. Technology
adoption and development are also eligible for funding by the
STB.
Manpower
Amidst Singapore’s manpower constraints and rising aspirations
of prospective employees, the industry requires a multi-faceted
approach in order to attract, develop and retain talent. NATAS,
through TMIS, has launched customised training programmes for
TAs including a ‘Work & Learning’ programme which brings the
training to the company’s workplace. The Roadmap also offers a
suite of resources that TAs can readily tap on for HR excellence,
such as capability toolkits, diagnostic tool, mentorship
programmes, skills training and seminars.
Details can be found in the materials shared during the forum,
including the presentations slides, Roadmap Handbook and
Technology Guidebook:
Business Transformation
Initiatives under the Business Transformation pillar are to support
TAs embark on the journey of business remodeling. Such initiatives
include providing exposure to good case studies and funding. A
new Business Transformation Committee will be set up within
NATAS, with the support of STB, to assist TAs on their
transformation journey. A step-by-step playbook to be launched in
2017 will also guide TAs on how to review their current business
and identify opportunities for change.
Technology
Through the adoption of relevant technologies, TAs can further
enhance their customers’ experience from start to finish and
reduce operating costs, thereby improving the way their
businesses are run today. Technology also holds the key to
transforming the TA’s business by enabling them to do what they
could not before. To encourage adoption of technology, STB and
ASSISTANCE
FOR TRAVEL
You can download the materials here.
AGENTS
Experience Step-Up Fund Call-for-Proposal
Seeking programmes for the Cruise and Meetings & Incentive Segments
Do you have any exciting ideas that can enhance Singapore’s
appeal as an attractive tourism destination? STB’s Experience
Step-Up Fund (ESF) provides funding that can help take those
ideas from the drawing board to fruition!
We are calling out for proposals and ideas for cruise
programmes, as well as meetings & incentive travel. More
details will be shared at a later date, and interested companies
can submit their project executive summaries to
st
[email protected] on an on-going basis until 31 December
2016.
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ASSISTANCE FOR TRAVEL AGENTS
Tuesday, 06 September 2016
Travel Agent Circular Issue 05
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INDUSTRYNEWS
Tuesday, 06 September 2016
Travel Agent Circular Issue 05
Unlicensed Travel Agent Prosecuted
Ms Bambi Kee Kim Noi was investigated by both STB and the
Singapore Police Force for carrying on the business of a travel agent
without a travel agent licence, an offence under the Travel Agents
Act, and for cheating offences under the Penal Code. Investigations
allege that she offered her services as a “freelance travel agent” to
over 20 consumers. Despite facing financial difficulties, she
allegedly continued to take on consumer transactions and failed to
deliver on her commitment to numerous customers.
Ms Kee has been charged for conducting the business of a travel
agent, as defined under Section 4 of the Travel Agent Act, despite
not being a holder of a licence granted by STB, as required under
Section 6 of the Travel Agent Act. Ms Kee has contested the
charges and the outcome of the case is pending.
STB takes a serious view against those who engage in unlicensed
travel agent activities and will not hesitate to take necessary
action to protect consumers’ interests and uphold the reputation
of Singapore’s tourism sector.
Under Section 6 of the Travel Agents Act, any person found guilty
of carrying on the business of a travel agent without a valid travel
agent licence, faces a maximum fine of S$10,000 or to
imprisonment of a term not exceeding two years or to both.
If you encounter any unlicensed travel agents, please do not hesitate to contact STB
immediately at [email protected].
Seoul and Singapore Ink Memorandum of
Cooperation to Drive Tourism Traffic
The Seoul Metropolitan Government (SMG) and the Singapore
Tourism Board (STB) have entered into a Memorandum of
Cooperation (MOC) that will drive tourism traffic and exchanges
between the two popular destinations.
This is the first MOC between both organisations and sets out the
general framework of cooperation in three main areas:

Tourism Exchanges: Share best practices on tourism-related
knowledge and experiences to enhance the quality of tourism
products and services.

Marketing and Promotion: Facilitate marketing and
promotional activities undertaken by each party in the other
country to drive awareness of tourism products and services.

Regional Integration: Encourage the participation of business
communities and other tourism enterprises in travel marts,
exhibition and tourism festival to boost visitors’ growth.
“The MOC between SMG and STB will help unlock new
opportunities for both destinations through tourism exchanges
and cross-marketing efforts. Last year, Singapore received about
580,000 South Koreans, a 7.5% increase over 2014. We look
forward to welcoming more visitors from South Korea, an
important source market, with this collaboration”, said Ms Lynette
Pang, Assistant Chief Executive, Marketing, Singapore Tourism
Board.
"I am very pleased that SMG and STB signed the MOC and positive
that this will strengthen ties between the two cities with the
increase in tourism traffic, as well as exchanges in business and
culture," said Kim Eui Seung, Director-General, Tourism & Sports
Bureau of Seoul Metropolitan Government.
The full press release can be read here.
The actual activities are still in the works at the moment, and travel
agents can look forward to hearing more about this MOC in the
near future. Travel agents are encouraged to leverage on this
opportunity to boost their own inbound and outbound tourism
traffic, and enhance customer satisfaction while learning more
about Seoul as a tourism destination.
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INDUSTRYNEWS
Tuesday, 06 September 2016
Travel Agent Circular Issue 05
Consumer Education Materials for You
As global tourism numbers continue to grow and travelers become
more spoilt for choice when it comes to travel experiences,
consumer education can help consumers understand how they can
protect themselves, whether in terms of choosing licensed travel
agents or buying travel insurance, for example.
STB has produced numerous materials not only to help consumers,
but also to support travel agents in their interaction with their
customers. Samples of these materials can be found on STB’s
corporate website.
Most recently, STB has produced a series of videos featuring
Marcus Chin, a well-known local artiste, and these videos are wellreceived by the public. STB has also produced an infographics
version of the explanatory note on the additional licensing
condition for travel insurance (ALC), that may help travel agents
explain the ALC more clearly to their customers (pictured left). A
limited quantity of the infographic (which will eventually be made
available in all 4 languages) will be produced in tent-card form for
travel agents to display at their sales counters.
Travel agents interested to obtain a copy of the tent-cards and
feature the videos on their own media platforms are welcome to
write in to STB at [email protected].
Upcoming Travel Conferences
The SITE Global Conference features educational and
experiential learning opportunities for incentive travel
professionals, with tours, keynotes, case studies and breakout
sessions covering topics such as adventure travel,
sustainability, partnerships, event technology and more.
These upcoming travel-related conferences present unique
opportunities to help travel agents learn more about the industry,
their global counterparts, as well as the latest trends and insights:

IATA World Financial Symposium
19 – 23 Sept 2016, Singapore, Marina Bay Sands
The Symposium will bring financial executives and specialists
together to share insights, discuss industry challenges and best
practices for aviation financial management. IATA will also
introduce the 1st IATA Fraud Prevention Workshop, to help
airlines and travel agents prevent fraud in real-time.

Pacific Asia Travel Association (PATA) Global Insight
Conference 2016
30 Sept 2016, Auckland, SKYCITY Grand Hotel
This conference will explore the key influences that will drive
and shape future thinking in terms of tourism destination
development and importance of connectivity through all
aspects of destination industry development.

Society of Incentive Travel Excellence (SITE) Global
Conference 2016
5 – 7 Nov 2016, Panama, The Westin Playa Bonita Panama

PATA New Tourism Frontiers Forum 2016
23 – 25 Nov 2016, Bangladesh, Cox’s Bazar
The event will bring together tourism professionals to share
their insights and experiences in marketing and managing
tourism growth to lesser-known destinations.

Incentive, Conventions and Events Society Asia Pacific
(ICESAP) Conference 2016
30 Nov – 2 Dec, Singapore, The St. Regis Hotel
The ICESAP Conference brings together corporate buyers,
hotels, tourism bureaus, travel companies and industry
suppliers to discuss the latest challenges, insights and
products influencing the events industry across Asia Pacific.
If you are interested to register for any of these events, please click
on the relevant links in the respective event titles.
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ADVICE FOR THE INDUSTRY
Tuesday, 06 September 2016
Travel Agent Circular Issue 05
Travel Advisories
Unforeseen circumstances can occur at any time and throw travel
plans into disarray. When serving customers, travel agents have a
responsibility to ensure their wellbeing and safety, and to take
necessary precautionary measures while keeping their customers
informed.
There are numerous websites that have resources and
information that can help travel agents on this. For example, the
Ministry of Foreign Affairs’ website, the Ministry of Health’s
website (which posts health notices for travelers if there are any
notable outbreaks in other countries) and the World Health
Organisation’s website, are just a few examples of such useful
resources.
Travel agents should also regularly check the websites of the
various authorities of the markets that they handle, for pertinent
updates.
Travel agents are strongly encouraged to leverage such resources
for the latest information and to protect the interests of their
customers. Some of these resources have RSS Feeds which can be
subscribed to, allowing travel agents to receive updates
immediately.
It is also recommended that travel agents encourage their
customers to purchase travel insurance, which can help protect
them against unforeseen circumstances that may arise before,
during or even after their travels.
Ensuring Accuracy of Advertisements and
Other Materials
expectations and potentially misleading customers.
Travel agents are reminded of the following duty of a travel agent,
as stated in the Travel Agents Regulations:
False or misleading advertisements
10. –(1) A licensee shall not publish, distribute or cause to
be published or distributed any document, pamphlet,
picture, advertisement or literature relating to any
sightseeing or shopping tours or services offered by the
licensee which is either false or misleading.
Travel agents are advised to ensure that all information listed in
any material produced for customers is accurately reproduced
across all different languages. This includes and is not limited to
itineraries, sales brochures, advertisements and terms &
conditions.
For example, if the English version of the itinerary states that an
attraction is not available during certain times of the year, all
other versions of the itinerary should also have this information.
This is so that all customers, regardless of their preferred
language, will have the same understanding.
The opening hours and status of attractions should also be taken
into consideration when producing itineraries, advertisements
and other collaterals. For example, if a listed attraction has been
temporarily closed for an extended period of time, it should be
removed from all relevant materials to avoid mismatched
Travel agents are also reminded of the necessary information that
must be included in all advertisements, as stated in the Travel
Agents Regulations:
Licensee’s advertisements
9. Any licensee who published (whether in a newspaper or
otherwise) any advertisement relating to or in connection
with the business of a travel agent shall include the
following particulars:
(a) The number of the licence issued to him; and
(b) The licensee’s contact details registered with the
Board.
Failure to comply with the Travel Agents Act and Travel Agents
Regulations can subject the travel agent to further action by the
Singapore Tourism Board, including suspension and/or revocation
of the travel agent’s licence.
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ADVICE FOR THE INDUSTRY
Tuesday, 06 September 2016
Travel Agent Circular Issue 05
LICENSING
MATTERS
Travel Agent Licence Renewal
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Is your Travel Agent Licence expiring on 31 December 2016?
Please note that you have to renew your licence by
st
31 October 2016.
Renewing your licence is easy! It only takes 3 easy steps:
1. Fulfill your licensing conditions
2. Apply for renewal
3. Make payment
All travel agents are required to fulfill the following conditions:
 Submit your audited accounts
 Submit your Gross Annual Turnover to TRUST
 Ensure validity of your fidelity insurance policy
 Meet the minimum financial requirements
 Settle any outstanding payments on TRUST
For more information on the renewal process, please click here.
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LICENSING MATTERS
Tuesday,
Friday,
06 September
05 August 2016
Travel Agent Circular Issue 05
Replacement of System for Travel Agent
Licence-related Applications
STB would like to notify travel agents that from 9 September 2016,
6pm onwards, the existing Online Business Licensing System
(OBLS) will be decommissioned and no longer be available.
Applications and matters pertaining to a new Travel Agent Licence
will be processed by the Travel Related Users' System (TRUST).
Travel Agent Licence-related matters and applications onto a
singular platform. Licensees can submit applications to update STB
on your Travel Agent Licence directly via the TRUST website.
If you have any enquiries, please contact the Travel Agent
Licensing team at [email protected].
This will help STB serve travel agents better, by consolidating all
USEFUL CONTACTS AND LINKS
Subject of Inquiry
Email Address
Telephone No.
[email protected]
6736 6622
[email protected]
N/A
[email protected]
N/A
[email protected]
6778 1845
Travel Agent Licensing



Licensing enquiries
Feedback on unlicensed TAs
Feedback on compliance or regulatory matters
Tourism Industry Development



Experience Step-Up Fund enquiries
Business Improvement Fund enquiries
Industry manpower and technology-related enquiries
Incentives Policy
For enquiries relating to other STB grants
TRUST Technical Helpdesk
For enquiries on TRUST password reset and technical
issues
Singapore Tourism Board (STB) Corporate Website
http://www.stb.gov.sg
For general information shared by STB
Travel Agent Industry
For travel agent industry information and updates
Customers of Travel Agents
For consumer education and other consumer-related
information
Travel Related Users’ System (TRUST)
For travel agent licensing needs, bulletin posts and past
issues of the Travel Agent Circular (log-in required)
https://www.stb.gov.sg/industries/TravelAgents/Pages/Overview.aspx
https://www.stb.gov.sg/industries/travelagents/Pages/Consumers.aspx
http://trust.yoursingapore.com
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