10/09/2025

BIZ & FINANCE WEDNESDAY | SEPT 10, 2025

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Trip.com looks to Malaysia to rewrite future of travel service

Thmy appoints Affin Hwang Investment Bank as IPO underwriter PETALING JAYA: Thmy Holdings Bhd has signed an underwriting agreement with Affin Hwang Investment Bank Bhd for its proposed initial public offering (IPO) in conjunction with its upcoming listing on the ACE Market of Bursa Malaysia Securities, slated for the fourth quarter of 2025. Thmy, through its subsidiary, is involved in the provision of automated test solutions for electrical and electronics (E&E) products as well as industrial automation solutions and maintenance and repair services. The group serves a wide range of end-user industries, including technology, media and telecommunications, E&E, semiconductor, industrial and healthcare. Thmy’s upcoming IPO comprises a public issue of 143.9 million new ordinary shares and an offer for sale of 88.8 million existing shares. Executive director and CEO Ooi Can Nix said that, aligned with Thmy’s aspirations towards continuous growth, their signing marks a pivotal milestone as they embark on their next chapter. Having laid the solid foundation, he added, they intend to leverage on their core competency in automated test solutions to strategically expand their market share driven by the accelerating demand for E&E products as well as the rise of generative artificial intelligence, data centres and advanced digital infra structure. Affin Hwang Investment Bank is the principal adviser, sponsor, sole placement agent and sole underwriter for Thmy’s IPO. state tourism boards PETALING JAYA: Malaysia Airlines has cemented its role as the national carrier by formalising a series of strategic part nerships with state tourism boards in the country during the recent Matta Fair. These partnerships build on the airline’s signature “Time For” campaign, which is running across global markets including Australia, Europe, India, China and beyond, showcasing the unique stories of Malaysia through a series of activations. Through these initiatives, Malaysia Airlines aims to attract more international arrivals, deliver seamless, personalised and rewarding travel experiences, and reinforce its ambition to position Malaysia as a premier hub in Asia ahead of Visit Malaysia Year 2026. Malaysia Aviation Group chief com mercial officer Dersenish Aresandiran said, “Malaysia Airlines is more than a carrier; we are proud to carry the nation’s name across the skies and act as Malaysia’s story teller to the world.” Malaysia Airlines and Langkawi Development Authority are set to formalise a two-year memorandum of understanding in the fourth quarter of 2025 to strengthen Langkawi’s position as one of Malaysia’s most iconic destinations. Through the partnership with Sarawak Tourism Board, Malaysia Airlines will be extending its Bonus Side Trip programme to include Kuching. It will also strengthen Penang’s visibility in key international markets. Malaysia Airlines formalises partnerships with

signed to assist travellers during emergencies such as lost passports or medical incidents abroad. “We have supported over 440 million travellers and handled 22,000 emergency requests across more than 100 destinations, with a 98% success rate,” Thong said. These efforts have not gone unnoticed. Trip.com recently won the CX Asia Excellence Award for service quality, underscoring its customer-first philosophy. The Malaysia Customer Support Centre is part of Trip.com’s broader “globalisation and localisation” strategy, allowing local teams to deliver solutions in multiple languages while understanding cultural nuances. “As a fully Malaysian team, we bring the local knowledge that helps us connect with travellers in a more personalised way,” Thong said. “This expansion reflects our long-term vision of making Malaysia not only a hub for customer support but also a driver of travel innovation, talent development and industry collaboration.” With Visit Malaysia Year 2026 around the corner, Thong said the timing is strategic. “Trip.com is strongly committed to supporting the country’s tourism ambitions. Through our platform, we aim to amplify Malaysia’s visibility on the global stage and ensure that every traveller enjoys a seamless and memorable journey,” she added. Trip.com’s focus on integrating artificial intelligence into customer support mirrors broader industry trends. However, its insistence on balancing automation with human empathy may give it an edge in a sector where customer trust and speed of service are decisive. “Ultimately, our goal is to create the best travel experience for our customers,” Thong said. “Tech nology enhances efficiency, but it is people who make journeys truly memorable.” With its expanded Malaysia hub, Trip.com is betting that the future of travel service lies not in choosing between man or machine, but in combining both to deliver confi dence, convenience and care to travellers worldwide. Malaysian SMEs with opportunities to expand into new markets through business seminars, matching sessions, networking and market visits. The mission was led by Matrade chairman Datuk Seri Reezal Merican Naina Merican. The week-long programme also saw the signing of a landmark collaborative agreement between Malaysia’s Star Medik Group and South Africa’s ICRD Group Holding (Pty) Ltd, paving the way for greater cooperation in the medical device manufacturing sector in South Africa.

The company’s AI-powered assistant, TripGenie, is now inte grated into its app, offering itinerary planning, pre- and post-travel support, and real-time recom mendations. “You can ask TripGenie for popular hotels in a city you’ve never visited, compare flight prices, or even get alerts when fares drop,” Thong explained. Routine queries are increasingly automated, with AI resolving up to 80% of requests, freeing human agents to handle more complex issues. Still, Thong acknowledged that technology alone cannot deliver perfect service. “AI may not always provide 100% accurate answers. That is why we continue to expand our human support team to ensure the personal touch remains,” she said. Trip.com claims most customer calls and chats related to flights and hotels are answered within 30 seconds, with 90% of after-sales requests responded to within an hour and over 85% of cases resolved on the first attempt. Another differentiator is the company’s 24/7 SOS service, de

o Expanded customer support centre at Tun Razak Exchange houses fully localised team and is strategic pillar in agency’s global network

KUALA LUMPUR: Imagine a travel app that not only compares flight prices but alerts you the instant fares drop, recommends hotels you never knew you wanted and even helps you replace a lost passport overseas. For global online travel agency Trip.com, this future is already taking shape and Malaysia is playing a central role. The company yesterday un veiled its expanded Malaysia Customer Support Centre at Tun Razak Exchange, a facility that has grown tenfold in just two years since its establishment in 2023. Thehubnowhousesafullylocalised support team and is positioned as a strategic pillar in Trip.com’s global customer service network. Ű BY DEEPALAKSHMI MANICKAM sunbiz@thesundaily.com

“We are delighted to welcome everyone to our new customer support centre, which reflects our ongoing growth efforts in Malaysia,” said its general manager, Stephane Thong. “This expansion is not just about space, it is about accommodating a growing team that is dedicated to elevating the travel experience for our customers across the region.” Trip.com operates 16 customer service centers worldwide, staffed by about 16,000 representatives handling 24/7 multilingual support. While automation is reshaping the travel sector, Thong stressed that the company’s philosophy remains rooted in empathy. “We continue to invest in cutting edge technology to enhance service quality. At the same time, we prioritise our customers’ ability to access real agents whenever needed,” she said.

From left: Trip.com Malaysia group leader Hector Teh, Thong, operations manager Liyana Mohammad and senior service manager Arvin Singh at the launch of the expanded Malaysia Customer Support Centre in Kuala Lumpur.

SME Bank hails success of export mission to new markets

PETALING JAYA: Small Medium Enterprise Development Bank Malaysia (SME Bank), a subsidiary of Bank Pembangunan Malaysia Bhd, has concluded its latest Export Acceleration Mission (EAM) to South Africa and Kenya, marking the bank’s first foray into non-traditional markets. The mission brought together 11 Malaysian SMEs, generating about RM125 million in potential export sales and showcasing strengths across healthcare, medical devices, food and beverages, consumer products and specialised manufacturing.

Philippines, while reinforcing part nerships in South Africa and Kenya. Led by SME Bank in collaboration with the Malaysia External Trade Develop ment Corporation (Matrade) and supported by the Ministry of Entre preneur and Cooperatives Develop ment (MECD), the EAM serves as a conduit to accelerate entrepreneurial growth and strengthen Malaysia’s position as a hub of innovation and global trade,“ Samad Majid Zain elaborated. Held from Aug 30 to Sept 6, in Johannesburg, South Africa, and Nairobi, Kenya, the EAM provided

SME Bank relief president and CEO Samad Majid Zain said, “Since 2023, more than 100 Malaysian companies have participated in the EAM, generating RM439 million in potential export sales. This reflects steady growth, rising from RM113 million in 2023 to RM160 million in 2024 and RM166 million in 2025, underscoring the rising global competitiveness of Malaysian enterprises.” “The EAM empowers SMEs to thrive internationally in markets including the United Kingdom, the United States, the Middle East, Turkey, Japan, Thailand and the