Online travel agent ZUJI ceases ops in SG and Hong Kong

Tourists backpack on a pier in Norwagian fjords

Online travel booking site ZUJI has ceased operations in both Singapore and Hong Kong, as its travel agent licenses were not renewed. STB has also updated its trust website to reflect that the operations have now ceased.

Ong Ling Lee, director, Travel Agents and Tourist Guides, Singapore Tourism Board said that Zuji Travel did not renew its travel agent licence, and got its licence lapsed on 31 Dec 2018.

In a statement to Marketing, a CASE spokesperson said that since 2018, it has received 34 consumer complaints against the online travel booking site Zuji Singapore. The complaints received included disputes over delays in consumers receiving refunds after cancelling travel bookings, additional charges, and unsatisfactory services, to name a few.

A quick check by Marketing found that the website is no longer live. Last Friday, on its Facebook page for both markets, ZUJI apologised to customers over processing refund as it was facing “technical difficulties”. It also said that it is taking necessary action to resume its refund process.

Last November, the site was suspended from issuing airline tickets through the International Air Transport Association's (Iata) centralised airline ticket billing service, as it was not able to pay for the sold tickets to customers. The company also cut its staff in Singapore, while attributing the move to focus its operations in Hong Kong. ZUJI was founded in 2002 and acquired by a Hong Kong-based travel firm, Uriel Aviation Holding in 2016.

According to The Straits Times, ZUJI was still be allowed to sell tickets with other travel agents or airlines it has agreements with. Marketing has reached out to ZUJI for comment.

Last year, ZUJI appointed W Asia to roll out a communications campaign across Singapore. The appointment was for one year and has since ended its work with ZUJI.