1-7-2024 (KUALA LUMPUR) As the alarming rise of artificial intelligence (AI)-enabled scams targeting hoteliers and travellers continues to escalate, industry leaders in Malaysia are sounding the alarm, urging the government to strengthen regulations and implement robust protective measures. This call to action comes amid growing concerns over the sophisticated tactics employed by cybercriminals, exploiting the very technology meant to enhance our lives.
Dr. Sri Ganesh Michiel, the president of the Malaysia Budget & Business Hotel Association, highlighted the urgent need for governmental intervention in regulating online travel agencies (OTAs), including Airbnb operators, many of which are based overseas. “There must be clear procedures for collecting personal information for domestic and international travel bookings to thwart fake reservations, fictitious accommodations, and phishing schemes facilitated through malicious APK downloads and external links,” he emphasized.
Underscoring the gravity of the situation, Michiel stressed the importance of verifying identities and implementing strict policies on links and two-step identification processes, similar to those employed by industry giants like Booking.com. “Regulation is crucial to prevent data abuse and ensure customer safety,” he affirmed.
The warning bells have been amplified by a report from the chief information security officer of a leading online travel website, Booking.com, which has noted a sharp rise in global phishing attacks targeting the hospitality sector. Leveraging the power of AI, scammers are creating increasingly realistic emails to trick unsuspecting individuals into divulging sensitive data, such as credit card information or personal details.
“For Booking.com to raise the alarm, it means it’s a dangerous trend, as AI can learn and get smarter,” Michiel cautioned. “The platform’s warning underscores the evolving capabilities of AI and the diverse methods perpetrators can exploit to deceive and compromise individuals making travel bookings.”
While the majority of hoteliers in Malaysia have been working closely with travel platforms like Booking.com and Traveloka, addressing issues effectively through information sharing and coordination, concerns remain for smaller operators who may be more vulnerable to these sophisticated scams.
Datin Christina Toh, the president of the Malaysian Association of Hotels, acknowledged that while larger international chains have robust cybersecurity support systems in place, smaller players might face greater challenges. “Nonetheless, these companies usually have mechanisms to detect and prevent such incidents, including working with their system providers,” she explained, emphasizing the importance of frequent training and education for hotel staff to identify the telltale signs of scams.
Echoing the sentiment, Datuk Tan Kok Liang, the president of the Malaysian Tourism Federation, recommended a proactive approach for travel operators, including employee education and training, informing customers about potential scams, establishing secure communication channels, and installing robust cybersecurity tools. “Finally, conducting regular security audits will help identify and address vulnerabilities, enhancing safety and confidence in online transactions,” he added.
