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STB revokes travel agency Zayn Travels' licence

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  Published in Travel and Leisure on Thursday, September 4th 2025 at 12:40 GMT by The Straits Times
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Singapore’s Tourism Board Slaps Revocation of Zayn Travels License Amid Regulatory Breaches

In a decisive move that underscores Singapore’s zero‑tolerance stance on consumer protection, the Singapore Tourism Board (STB) announced on Monday that it had revoked the operating licence of Zayn Travels, a boutique travel agency that had been in business for only a few years. The decision follows a series of investigations that revealed the company’s persistent non‑compliance with the Travel Agents Act, the Travel Services Licensing Regulations, and other consumer‑protection statutes. The revocation, which became effective on 28 June, will see Zayn Travels cease all travel‑booking operations and terminate its contractual relationships with tour operators, hotels, and transport providers.

Why the License Was Revoked

According to the STB press release, the agency had been repeatedly found guilty of the following violations:

1. Unauthorized Sales of Travel Packages – Zayn Travels advertised and sold a number of travel packages that did not meet the minimum quality standards set by the STB, including packages that included unlicensed accommodation and transport arrangements. Under the Travel Agents Act, only registered operators may offer such bundled packages.

2. Inadequate Disclosure of Terms – Customers were not provided with clear, concise, and accurate information about cancellation policies, change fees, and other terms. This contravenes the consumer‑rights provisions that require transparent communication of all material terms.

3. Unlicensed Insurance Sales – The agency offered travel‑insurance products without holding the requisite insurance brokerage licence. In Singapore, insurers and brokers must be approved by the Monetary Authority of Singapore (MAS) and the Insurance Association of Singapore (IAS) before they can market policies.

4. Failure to Maintain Proper Records – Zayn Travels could not produce the required financial statements and customer‑account documentation that the STB mandates for all licensed travel agents. This impeded the board’s ability to audit compliance and protect consumer interests.

5. Repeated Non‑Compliance with Order‑to‑Correct – When earlier complaints were filed, the agency did not implement the remedial measures stipulated in the STB’s formal orders. The board deemed the repeated violations a serious breach of the Travel Agents Act’s “good conduct” requirement.

The STB’s decision was not taken lightly; a preliminary hearing was held in early June after the board received over 200 consumer complaints, many of which involved travellers who had paid deposits that were never refunded. The agency’s management was invited to present evidence at the hearing, but the board noted that the company had not provided sufficient proof of corrective action.

Regulatory Context

Singapore’s tourism industry is heavily regulated by the STB, which oversees the licensing of travel agents, tour operators, and other travel‑service providers. The core framework includes:

• Travel Agents Act (Cap. 133A) – Mandates registration of all travel agencies and imposes consumer‑protection standards.
• Travel Services Licensing Regulations (2003) – Outlines the qualifications and conduct requirements for licensed travel service providers.
• Consumer Protection Act – Provides remedies for consumers who suffer losses due to misleading or deceptive practices by service providers.

The STB’s revocation powers are derived from these statutes and enable the board to enforce compliance swiftly. In addition to license revocation, the board may also impose penalties, require restitution to affected customers, or refer cases to the Singapore Police Force or the Monetary Authority of Singapore if financial irregularities are suspected.

Implications for Customers and the Broader Travel Industry

Consumers who booked trips through Zayn Travels are now seeking legal recourse to recover deposits and any non‑refunded fees. The STB has issued a statement urging affected travellers to file formal complaints through the Consumer Disputes Tribunal or the Singapore Department of Consumer Affairs. The board is also coordinating with the Tourism Board’s Dispute Resolution Team to facilitate mediation between travellers and the agency’s former partners.

Industry observers view the revocation as a cautionary tale for other small‑to‑mid‑size travel agencies operating in Singapore. “The STB’s decision sends a clear message that non‑compliance will no longer be tolerated,” said Dr. Mei Ling Tan, a senior lecturer in Tourism Management at the National University of Singapore. “Travel agents must keep their operations in line with statutory requirements, especially regarding transparency and consumer protection.”

Industry Response

A spokesperson for the Singapore Travel Agents Association (STAA) welcomed the action, stating, “While we are saddened that Zayn Travels had to close its doors, we are relieved that the STB has acted decisively. We will continue to work closely with the board to ensure that all our members meet the high standards expected by Singapore’s consumers.”

Zayn Travels’ former owners issued a brief statement, asserting that the agency had always aimed to provide “affordable and reliable travel services.” They admitted that the agency had “made mistakes” but denied any intent to mislead customers. The statement, however, did not address the specific regulatory breaches cited by the STB.

What Happens Next?

The STB has stated that it will monitor the situation closely and will not hesitate to take further action if evidence emerges that Zayn Travels continues to operate without a licence or engages in deceptive practices. The agency’s revocation also triggers a formal review of its contracts with suppliers; the STB is working with hotel chains and airline partners to ensure that any outstanding commitments are resolved in a timely manner.

In addition to pursuing compensation claims against Zayn Travels, the STB may investigate whether the agency’s violations were part of a broader pattern of non‑compliance among other small travel operators. “We are conducting a sector‑wide audit to reinforce trust in Singapore’s travel industry,” confirmed a senior STB official during the press conference.

A Broader Message

Ultimately, the revocation of Zayn Travels’ licence illustrates Singapore’s commitment to maintaining a trustworthy travel ecosystem. By enforcing regulatory compliance and protecting consumers from deceptive practices, the STB aims to preserve Singapore’s reputation as a reliable global travel hub. For travellers, the message is simple: always verify that your travel agency holds a valid STB licence and that all terms are clearly disclosed before making any payment. For travel‑service providers, the incident serves as a stern reminder that regulatory vigilance and ethical conduct are not optional but essential for long‑term success in Singapore’s highly competitive market.