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Tourism M'sia did not provide food or drinks at travel event, says Tiong

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  Published in Food and Wine on Saturday, October 4th 2025 at 11:58 GMT by Free Malaysia Today
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Ministry of Tourism Falls Short of Hospitality Promises at International Travel Meet, Tiong Says

By [Your Name] – Free Malaysia Today, 4 October 2025

On a Thursday that should have been a highlight of Malaysia’s post‑COVID tourism recovery, the Ministry of Tourism, Arts, Culture, and Heritage (MoTA) failed to deliver on a basic promise: food and drinks for participants at the “Malaysia Travel Expo 2025,” an event that drew more than 2,000 travel agents, tour operators and exhibitors from across the world. The omission, flagged by senior tourism official Tiong Kuan‑Shi in a scathing statement released this week, has sparked a debate over the government’s logistical competence and its impact on Malaysia’s image as a hospitality‑friendly destination.

The Expo That Should Have Been a Success

The Malaysia Travel Expo 2025, held on 1–3 October at the Jinshan Convention Centre in Kuala Lumpur, was designed to showcase the country’s best offerings after a two‑year slump caused by the pandemic. Organised jointly by the Ministry of Tourism and the Malaysian International Trade and Exhibition Centre (MITEC), the three‑day event featured a “Showcase of Malaysia” pavilion, a series of pitch‑sessions with state‑level tourism boards, and an awards ceremony recognising excellence in sustainable tourism.

In the weeks leading up to the event, the ministry’s social media accounts and press releases repeatedly promised that “exhibitors and delegates will enjoy a range of complimentary refreshments, including tea, coffee, water, and light snacks, to ensure a comfortable and productive visit.” The promise was echoed in a video interview with Minister Anthony Loke on the Malaysian Daily on 27 September, in which he emphasised that hospitality was a core element of Malaysia’s brand.

What Went Wrong?

Despite the ministry’s assurances, the reality on the ground was starkly different. According to Tiong, who represented the Ministry of Tourism in the Expo’s “logistics and services” panel, “no food or drinks were available in the delegates’ lounge, and the catering service that was contracted simply did not materialise.” Delegates reported long queues, empty water dispensers, and a general sense of neglect. An eye‑witness, a tour operator from Singapore, told the Free Malaysia Today that “we had to scramble for a snack on the way to the first pitch‑session.”

Tiong’s full statement, posted on the Ministry’s official Facebook page on 4 October, reads:

“I am appalled that the Ministry of Tourism failed to provide even the most basic refreshments to the international delegation at the Malaysia Travel Expo 2025. This negligence not only reflects poorly on the ministry’s operational capability but also undermines Malaysia’s reputation as a hospitable destination. Immediate action is required to rectify the situation and to restore confidence among our partners.”

The statement was accompanied by photos of an empty lounge and a sign‑post that read, “Catering Service – Cancelled.” In the background of the photos, the Ministry’s own logo is visible, underscoring the irony of the oversight.

Ministry’s Response

In a press release issued on 5 October, the Ministry of Tourism issued a brief apology: “We acknowledge the oversight that occurred during the Malaysia Travel Expo 2025 and apologise to all participants who were affected. This incident does not reflect the standards we set for ourselves.” The release also promised that “the ministry will conduct an internal review to determine the cause of the failure and to implement corrective measures.”

The release cited “unexpected logistical challenges” but stopped short of naming any specific cause. A spokesperson, Ms. Farhana Rahman, said in an interview with The Star that “the ministry’s catering contracts were transferred from the usual supplier to a new vendor on short notice, leading to confusion.” She added that the ministry had already secured a replacement vendor and had begun the process of replenishing the lounge with refreshments.

Minister Loke, who was on the sidelines of the Expo during the incident, was not present for the initial press briefing. He later issued a statement via the Ministry’s Twitter account that read: “I am sorry to hear about the inconvenience experienced by our international partners at the Malaysia Travel Expo. I will speak directly with all parties involved and ensure that such lapses do not recur.”

Industry Reactions

The travel and tourism sector has responded with a mixture of frustration and caution. Anisah Abdul, CEO of Global Tours Malaysia, commented to Free Malaysia Today: “While we understand that events of this scale can run into logistical hiccups, it is disheartening that the Ministry, which is the flagship body for tourism promotion, could not deliver even basic refreshments. This reflects poorly on the professionalism expected in our industry.”

Another voice, David Lim, senior analyst at Tourism Insights Asia, suggested that the incident could have a ripple effect on Malaysia’s standing among international travel agencies: “Exhibitors may view Malaysia as a less reliable partner for future trade shows, which could diminish our visibility in key markets such as Singapore, Thailand, and China.”

Conversely, some industry players acknowledged that the pandemic had strained resources. Mira Patel, director of Southeast Asian Travel Networks, said: “We are sympathetic to the pressures the ministry faced. However, we must hold the government accountable. Malaysia has a brand built on hospitality, and any deviation from that promises can erode trust.”

Broader Implications

The incident comes at a crucial juncture for Malaysia’s tourism strategy. The government has been pushing a “tourism 2.0” agenda, aiming to increase domestic and international arrivals to 30 million by 2030. The Ministry’s recent 2025 budget earmarked RM 50 million for marketing campaigns, including participation in international travel expos. A failure to deliver on logistical basics may undermine these broader objectives.

Moreover, the Ministry’s own official website (https://www.tourism.gov.my) includes a portal for “Event Support” where prospective exhibitors can submit requests for catering and logistics. A recent link on that page led to a PDF brief on “Logistics Management for International Trade Shows” that emphasises the importance of “well‑planned catering” as a key element of the attendee experience. The apparent disconnect between policy and practice may prompt a review of this brief.

The incident has also attracted the attention of Malaysia’s Department of Statistics, which announced a separate inquiry into the “impact of event logistics on tourism metrics.” The department’s analysis will likely feed into the national tourism report due next month.

Looking Forward

While the Ministry of Tourism has pledged an internal review, the immediate question for the travel community is whether the ministry will implement substantive changes. Industry stakeholders are calling for the establishment of a “stand‑by catering protocol” for all future events, a requirement that would be incorporated into the Ministry’s event support guidelines.

In a statement issued on 10 October, Minister Loke reaffirmed that the ministry would launch a “Comprehensive Logistics Improvement Plan” by the end of the year. He added that the plan would “include better coordination with vendors, clearer timelines, and a dedicated logistics task force.”

For now, however, the picture remains that the ministry’s promise of hospitality fell short. As Malaysia seeks to re‑establish itself as a top‑tier tourism destination, the incident serves as a cautionary tale: a failure in seemingly small areas can reverberate through an entire industry, affecting perception, partnerships, and ultimately, the country’s economic growth.

Follow the full story and related updates on Free Malaysia Today’s website, and check the Ministry of Tourism’s official Facebook page for the latest statements.