Northstar

4 | www.travelweekly-asia.com 4 | www.travelweekly-asia.com INDUSTRY VOICES Tan Kok Liang is the president of the Malaysia Association of Tour and Travel Agents (MATTA). He started his career with a leading tour operator in Sabah in 1990, before opening his own multi- award-winning inbound tour operations company Borneo Trails Tours & Travel Sdn Bhd in 2005, of which he is the general manager and director. He also operates Borneo Nature Lodge in Sukau, Kinabatangan. He was conferred Datuk in 2014 by the State Government. 10 6 CONTENTS 6 RIVER CRUISES Crystal Mozart leads the way on the Danube 10 DESTINATION: CAMBODIA A year of shining brightly 12 PREVIEW 2020 Industry leaders share trends for the new decade 16 CRUISEWORLD ASIA 2019 Collaboration and commitment drive cruise into next growth phase Reforms necessary to advance Malaysian travel industry The Malaysian travel industry has largely been shaped by government policies over the past decades. In today's borderless, digital world, reforms are necessary for the sector to realise its full potential. For a start, regulators must ensure that people who flout the laws, rules and regulations are held accountable. Without strict enforcement, offenders have gotten away scot-free while law-abiding players suffer from the burden of compliance. This would eventually lead to public apathy, making non- compliance the norm and culture. When the industry is healthy, regulators deserve all the credit. Conversely, when failures arise due, brickbats are in order. The primary indicators of success should be tangible growth and endorsement by industry stakeholders. Reforms have to be balanced, holistic, practical and actionable. This can only be possible after having in-depth engagement with various stakeholders. While regulators retain full powers to issue summonses and prosecute, surveillance can be privatised and the public enlisted to help overcome shortage of enforcement officers due to budget constraints. For instance, each state can dedicate a 24-hour hotline for receiving complaints and tipoffs via text messages, photos or videos. Those accused can be asked to give a statement at the Tourism, Art and Culture Ministry's state offices. Revamping and streamlining On Oct 5, Prime Minister Tun Dr Mahathir Mohamad called for a results-based approach during the launch of Shared Prosperity Vision 2030. He said Key Performance Indicators (KPI) should be replaced by Key Results Indicators (KRI). The Tourism Industry Act was introduced in 1992 and, although some amendments were made, the Act remains largely the same. To transform the tourism industry, a new Act would be more effective. There is a need to bring our laws up to speed to cater to the modern digital business environment. To ensure local stakeholders remain competitive, regulators must create a level playing field by ensuring that laws are not overly restrictive; modern law-making should emphasise empowerment over containment. This shift in the governance model stands to benefit the country as a whole. Foreign businesses operating in cyberspace circumvent local laws resulting in tax leakages, while monopolistic practices are allowed to perpetuate undetected. The Malaysia Competition Commission (MACC) recently proposed a MYR 86.7 million (US$20.94 million) fine on Grab due to monopolistic practices, although there were 40 other e-hailing companies registered with the Land Public Transport Agency (APAD). Regulations are also in dire need of streamlining to avoid burdening businesses. For instance, in Peninsular Malaysia, commercial vehicle permits are issued by APAD, registration and road tax issued by Road Transport Department, and vehicle inspection for roadworthiness by Puspakom. Yet, in Sabah and Sarawak where there are separate Commercial Vehicle Licensing Boards (CVLB), tourism vehicle permits are issued by the Ministry of Tourism, Arts and Culture (Motac) and others by CVLB. If Malaysia is to quickly regain its dominant position as the leader in tourism in the region, public and private sectors need to work quickly, decisively and in unity. Above: Silver Pagoda, Royal Palace in Phnom Penh, the capital of Cambodia. Left: Crystal River Cruises' Crystal Mozart. Below: Full house at CruiseWorld Asia 2019. 16

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