Popular local tour agency Misa Travel closed down yesterday, after the Singapore Tourism Board (STB) revoked its travel agent licence a day earlier for failing to "fulfil its obligations towards its customers".
In a notice posted on its website, Misa Travel said it was closed for business and had ceased all services with immediate effect.
It directed customers with unfulfilled trips or who required help to e-mail email@example.com or call 9299-4968.
Customers were also advised to make their claims via their travel insurance.
The agency added that it had set up a team and will be contacting passengers in the next couple of days to provide more details.
One customer, Mr Lee Kim Hon, told The Straits Times he visited Misa Travel's office at Hong Lim Complex yesterday after the agency did not answer his calls or reply to his e-mail messages over the past two weeks.
Mr Lee, 38, had paid the agency about $3,000 for 15 plane tickets to Hong Kong next week, under a joint promotion with local bank DBS and airline Cathay Pacific.
He is awaiting word from Cathay Pacific if he can collect his tickets.
"I saw several customers trying to collect their tickets as well; they all looked upset and were threatening to make a police report and speak to Case (Consumers Association of Singapore).
"We were then told by staff members that the company was shutting down.
"This is quite shocking. I've been using Misa Travel to purchase travel packages and air tickets since the 1990s and they've always been prompt and reliable," Mr Lee added.
In its press release last night, STB said it served Misa Travel a notice of revocation on Tuesday.
"Affected consumers should contact Misa Travel regarding the status of their booking or to seek a refund. In the event that Misa Travel cannot be reached or fails to provide the relevant service delivery or refund, consumers with applicable travel insurance should approach their insurance providers for assistance," STB added.
"Consumers who are not covered by travel insurance can approach Case or the Small Claims Tribunal, where appropriate."
STB also reminded consumers to take "precautionary measures", such as purchasing travel insurance and to pay in instalments instead of making full payment, in the event that a travel agent becomes insolvent.
For the latest list of licensed travel agents in Singapore, the public can visit https://trust.yoursingapore.com.