Welcome to the Travel Related Users' System (TRUST)!
Here, you can get up-to-date information on all licensed travel
agents in Singapore. You can read notices, circulars or press
releases by Singapore Tourism Board on the Bulletin Board. You
can also access information on upcoming overseas or local trade
or consumer events as well as festivals in Singapore.
If you are a licensed travel agent, you can update your company's record
instantaneously and even submit your licence renewal online! All
these are possible here at TRUST - a one-stop licensing website for
all travel agents in Singapore.
04 March 2014 - Minor Repair Works and Washing of the Merlion Statues from 15 March to 7 April 2014
There will be minor repair works and washing of both Merlion statues from on 15 March to 7 April 2014 (weekends inclusive). The statues will not be spouting water while the works are in progress.
Should there be further delays, STB will update with another advisory by 7 April, 12 noon.
Scaffolding structure will be set-up for the washing of the big Merlion statue. There will not be any scaffolding structure for the Merlion Cub, nevertheless, it will not be available for photo-taking opportunities as safety measures will be in place to alert visitors of the works in progress for their own safety. However, the expected end date for the completion of works on the Merlion Cub is earlier and it will be available for photo-taking opportunities from 29 March (Sat) onwards.
Our sincere regrets for any inconvenience caused. For any feedback or clarifications, you may wish to contact STB at 6736-6622 or our Tourist Information Hotline at 1800-736-2000 (Monday to Friday, excluding Public Holidays, from 9am to 6pm).
Industry Assistance for Tourism Stakeholders & Updates on Key Regulatory Enhancements
The Singapore Tourism Board (STB) would like to share the various schemes launched to assist tourism-related companies such as travel agencies (TA). To help companies become more competitive, innovative and productive, the STB will provide support through the Tourism Capability Development Scheme in the following areas:
a. Building workforce capacity and capability;
b. Encouraging innovation in business models; and
c. Adopting the use of technology.
Under the Scheme, three types of grants are available to support your business directly. Please refer to the links below for further information about:
a. Business Improvement Fund
b. Tourism Technology Fund
c. Training Industry Professionals in Tourism
For further queries on the schemes, please email us at firstname.lastname@example.org.
Updates on Key Regulatory Enhancements
Separately, the STB would also like to share key regulatory enhancements made in 2013.
a. Legislation on Tourist Guides has been strengthened
The STB (Amendment) Bill was passed on 17 February 2014 following an industry cum public consultation exercise. This is part of the Government’s ongoing efforts to tackle unlicensed guiding more effectively, raise the professionalism and standards of tourist guides (TG). Key amendments to the STB Act include:
a. An updated TG definition
b. A new presumption of remuneration for certain guiding situations
c. Updated guiding offences and their maximum penalties
d. Ability to compound TG-related offences
e. Ability to impose administrative penalties and introduce code of conduct on TGs.
Licensees will be notified of the amended STB Act’s effective date. In addition, the STB is also working on other initiatives to improve the capabilities of TGs through skills upgrading and reviewing the TG licensing framework.
b. Travel Agents-related complaints are acted upon
All feedback received on errant TAs and unlicensed TA activities are investigated and acted upon, as appropriate. Recalcitrant TAs and offenders were taken to task with two TAs having their licences revoked, and an unlicensed TA, Tourist World Travel Services Pte Ltd prosecuted successfully on 21 Feb 2013.
c. An improved Travel Agents licensing and renewal experience
Acting on feedback received from TA licensees, a few initiatives were launched by the STB to improve our interaction with TA applicants and licensees.
Licensees in the recent renewal exercise were informed of their outstanding requirements without having to check the TRUST website on their own. Eligible licensees also enjoyed express licence renewal and the convenience of having their licences mailed to them instead of collecting their licence in person at Tourism Court.
To provide prompt assistance on the use of the licensing systems (TRUST website and the Online Business Licensing Service website), step-by-step guides (e.g. Guide on submission of Gross Annual Turnover) were created.
d. Engaging industry stakeholders on the Travel Agents Act and Regulation
The STB understands that the tourism landscape is evolving, and is monitoring industry trends and developments closely. We are engaging NATAS and industry members to solicit feedback regarding the TA Act and Regulations. If you have any feedback or suggestions on the legislation, please send it to email@example.com.
The STB will continue partnering with the industry to maintain a regulatory environment that supports businesses and protects consumers. We look forward to partnering you in executing initiatives that will help to navigate the next phase of tourism growth.
1. We would like to remind all travel agents to submit your Gross Annual Turnover (GAT) form for the year of 2013.
Submission deadline: 31 March 2014
Data required: For the period of 01 January 2013 to 31 December 2013.
Submission method: On-line via the TRUST website https://trust.yoursingapore.com
2. Please note that the Singapore Tourism Board (STB) will only accept on-line GAT submissions. Late submissions of GAT may incur composition amounts of up to $200.
3. Please ensure submission was successful before log-off. We would strongly advise all travel agents to keep a copy of the submission page for future reference and verification.
4. Please be informed that STB collects this information to gauge the overall business performance of travel agents in Singapore. Submission is mandatory under Travel Agents Regulation 24:
(1) Every licensee shall submit the following information to the Board:
a) the particulars of the gross annual turnover on or before 31st March of each year for the preceding year in the form and manner required by the Board
5. Travel agents newly licensed in 2013 are to provide the data for the period of their operations.
Forgotten or misplaced your TRUST User ID and/or password?
6. Reset the password by clicking on the “Forgot Password” link. For further assistance, please contact TRUST Helpdesk at Tel: 6778 1845 or Email: firstname.lastname@example.org (Monday to Fridays, 9am to 6pm).
Travel Agent Licensing & Regulatory Review Department
Singapore Tourism Board
10 January 2014 - Revocation of Five Stars Tours Travel Agent Licence
The Singapore Tourism Board (STB) would like to inform the public that a Notice of Revocation has been issued to Five Stars Tours, in accordance with the Travel Agents Act (Chapter 334) (“TA Act”). Five Stars Tours has closed for business since 8 January 2014 as stated by notices posted at its offices.
STB is also monitoring the situation closely and working with relevant parties to assist affected consumers.
Affected consumers who have purchased travel insurance prior to the closure should approach their insurance providers for assistance. Consumers who are not covered by travel insurance can seek the help of the Consumers Association of Singapore (CASE) or the Small Claims Tribunal (SCT) where appropriate.
The Express Bus Agencies Association (EBAA) has reached out to affected passengers, where more buses are being catered and bus tickets are available at a discounted rate. Several local travel agencies have offered to assist affected consumers by offering alternative packages at discounted rates.
We would like to take this opportunity to remind consumers to take measures to protect themselves, such as reading and clarifying terms and conditions when making travel bookings, purchasing travel insurance and paying by instalments. This is especially important if travel bookings are made far in advance.
Note: In accordance with the TA Act, Five Stars Tours will be given till 31 January 2014 to provide reasons against the revocation of their travel agent licence, failing which the revocation will take effect unless an appeal is submitted to the Ministry of Trade and Industry (MTI).
FOR TRAVEL AGENTS WITH LICENCES EXPIRING IN 2013 - NOTICE TO RENEW TRAVEL AGENT LICENCE BY 30 NOVEMBER 2013
1. As your Travel Agent licence will be expiring at the end of this year, the Singapore Tourism Board (“the Board”) would like to remind you to renew the licence by 30 November 2013.
2. Starting from this year, licensees who complete the renewal process and pay the licence fees online by 30 November 2013 will enjoy the added convenience of having licences mailed to them. With this arrangement, licensees no longer need to come down personally to collect their licences from the Board.
Conditions for Renewal of Travel Agent licence
3. For ease of reference, the specific conditions for the renewal of your licence are listed in the letter that had been mailed to you.
Please note that all conditions have to be fulfilled before the licence can be renewed. Renewal is only complete when payment of licence fees is made.
Early Renewal to Avoid Last Minute Rush
4. Last year, about 80% of your fellow licensees renewed their licences on time. Licensees are encouraged to complete the renewal process early so as to avoid last minute rush, and to avoid being non-renewed.
5. Please be reminded that it is mandatory under the Travel Agents Act for all persons carrying out the business of a travel agent to be licensed. You must fulfill all licensing renewal conditions before 30 November 2013 in order for your licence to be issued in time. All travel agent business activities should cease if your travel agent fails to possess a new licence by 31 December 2013.
Availability of User Guide
6. As there will be a higher than normal volume of emails and phone calls during the renewal period, we would like to seek your patience and understanding to bear with us as we attend to your queries. For faster assistance, licensees can refer to the User Guide for Travel Agent Licence Renewal and log on to TRUST for updates on your renewal status. The User Guide can be found in the link below.
7. If you happen to have forgotten your password for TRUST, please use the password reset function on the TRUST website. For further assistance on password matters, you may contact the TRUST Helpdesk at email: email@example.com/Tel: 6778-1845 (Monday to Fridays, 9am to 6pm). If you have any further enquiries, you may also contact us at email: firstname.lastname@example.org/Tel: 6736-6622.
Travel Agent Licensing & Regulatory Review Department
Downloadable Travel Agent Licence Application User Guide 1/2
The Travel Agent Licence user guide comes complete with step-by-step information on how to apply for a travel agent licence via online platform as well as submission of supporting documents offline to the STB. It also consists of samples of how completed documents should look like.
The user guide can be downloaded on to your desktop and it is divided into 2 parts.
Use of Singapore Tourism Board's symbols and Merlion symbol
It has come to Singapore Tourism Board’s (“the Board”) attention that there are Travel Agents (TAs) using the Board’s symbol and/or Merlion symbol on their business cards and/or other collaterals without the Board’s permission.
Please note that the Board‘s symbol and Merlion symbol are protected under the Singapore Tourism Board Act (Cap 305B), for which the Board shall have the exclusive right to the use of the Board’s symbol and Merlion symbol.
All licensees are reminded that you are not permitted to use the Board’s symbol and Merlion symbol as above.
If you have not done so, you are required to remove all present use of the symbols immediately.
Should any contravention of the above is found, the Board reserves the right to proceed with such appropriate actions without further reference.