Singapore’s digital confidence could be leaving travellers exposed to AI scams

Singaporeans may be underestimating the growing risks of AI-driven identity fraud—particularly when booking travel. According to Jumio’s 2025 Online Identity Study, while 74% of local consumers acknowledge that AI-powered fraud now poses a greater threat than traditional identity theft, only 37% express concern over the travel industry’s ability to protect their data. That’s the lowest rate globally, suggesting a worrying disconnect between awareness and action.

Oon Ee Khoon, Vice President and Managing Director for APAC at Jumio, believes this gap stems from an over-reliance on Singapore’s strong digital infrastructure. “We trust our cybersecurity standards and platforms like Singpass,” she explains. “But that trust can lead to a false sense of security, especially as scams become more sophisticated.”

She points out that the lack of personal experience with fraud may also contribute to complacency. “Most of us have travelled often without issue, so the risks feel distant. But AI-powered scams are getting better at mimicking legitimate platforms. Confidence is good, but it’s not always justified.”

When convenience beats caution

One of the most notable trends Jumio identified is Singaporeans’ declining willingness to engage in extra verification steps. The number has dropped by 6% to 78%—a telling sign of how much consumers value speed and ease.

“In Singapore, we’re used to fast, seamless experiences,” Oon says. “Unfortunately, that makes us more vulnerable to AI-generated scams that look and feel completely real.” She adds that while tech-savvy users might skip important security steps out of confidence, older or less digitally fluent individuals may find them too complex or intimidating.

This preference for convenience is exacerbated by price sensitivity. According to a study from Booking.com, 69% of Singaporeans will go with the cheapest travel platform, even if it means overlooking potential red flags. “It creates the perfect storm—high trust, low tolerance for friction, and a hunt for deals. That’s exactly what scammers are banking on,” she warns.

The balancing act: speed vs security

But is it really necessary to sacrifice speed for security? Not at all, says Oon. “The best systems are secure by design and don’t add friction for users. With biometric checks, liveness detection, and document matching, identity can be verified in seconds.”

She describes a simple use case: a traveller uploads a selfie and passport scan, and the system autofills the booking, verifies identity, and speeds up checkout—all without added hassle. “It’s about making security invisible,” she adds.

Behind the scenes, these systems can cross-reference data—like matching ID photos to travel records or immigration databases—providing added security without user input. “This way, people are protected even when they don’t realise it.”

When scams hit close to home

Oon points to several real-world examples that highlight just how easy it is to fall prey to fraud—even on trusted platforms. In one case, a guest booking a stay at Amara Singapore via Booking.com received a phishing email that looked like it came from hotel staff. It led them to a fake payment page where S$9,000 was stolen. Similar scams occurred at Oasia Hotel Downtown.

Another high-profile case involved KrisFlyer accounts being hacked and used to redeem air miles for purchases. “These incidents show that even familiar platforms aren’t immune. AI just makes scams more convincing.”

Tips for safer bookings

According to Oon, travellers should always book through official websites or reputable apps. “Don’t click on random links—even if they show up in trusted chats or social media ads,” she says. When in doubt, verify bookings directly with the hotel or airline.

She also advises looking out for two-factor authentication or biometric checks during payment. “If a site doesn’t prompt for some kind of verification, that should raise a red flag. These steps don’t just protect the company—they protect you.”

Are travel platforms doing enough?

Some are, Oon notes, pointing to the adoption of biometric verification and AI risk tools by forward-thinking platforms. But others still rely on outdated systems like passwords. “That’s no longer enough. A modern, multimodal approach—combining behavioural data, liveness checks, and document verification—is far more effective.”

Still, user-friendliness is key. “The more seamless the security, the more likely people will stick with it.”

In Singapore, Oon believes many consumers trust anything that looks familiar or polished. “But scammers have caught on to that. Just because something looks official doesn’t mean it is.”

That’s why she says platforms need to make verification more transparent and accessible. “People are more willing to go through extra steps if they understand how it’s protecting them.”

The Future Is biometric

Oon thinks people would trade convenience for protection if they fully grasped the risks. “Identity theft isn’t just inconvenient. It can lead to financial loss and long-term exposure of your personal data.”

She adds that light-touch security, like a facial scan or fingerprint, is often enough for most users. “People are willing to spend a few extra seconds if they trust the system is keeping them safe.”

Asked whether biometric or AI verification should become standard, Oon is clear: “Yes. It not only improves security, it also improves the experience.”

She explains how AI can apply different levels of verification based on risk. “If someone’s behaviour seems low-risk, they can check in or pay quickly. If something’s off, the system steps in.”

Biometrics also make way for features like contactless hotel check-ins or one-tap payments. “In Singapore, where speed and efficiency are expected, these tools are exactly what users want.”

Making Security Less Annoying

Both the government and companies, Oon says. “Governments can run broad awareness campaigns, but businesses interact with users every day. A simple reminder during booking—like ‘Check the URL’—can make a big difference.”

Security doesn’t have to be frustrating, Oon insists. Modern tools let most verification happen quietly in the background. “A risk-based approach ensures only high-risk users see extra checks.”

Clear communication also builds trust. “If people know what’s happening and why, they’re more likely to stick with it.”

Finally, Oon says more needs to be done to educate seniors and younger users, groups that are often left behind in digital literacy efforts. “It’s going to take collaboration between governments, tech companies, and the community. But with the right support, everyone can travel safely in today’s digital world.”

As AI evolves, so must our approach to digital safety. The goal isn’t to scare people, Oon says—it’s to empower them. “Security should work quietly in the background while people enjoy the speed and convenience they expect. That’s what we need to aim for.”