Borneo at times of Covid 19 Part 2
Chronology of the COVID-19 Outbreak as Experienced by HAK’s World (formerly Bike and Tours)
Written by Itisha Ismail
Part 2 of 2 – Malaysia’s Movement Control Order
7 April 2020 – A Special Note
Simon and I would like to personally thank those who took the time to read Part 1 of our chronology of the COVID-19 outbreak as experienced by Bike and Tours. We were pleasantly surprised to receive emails from our recent and previous guests – friends who gave us the opportunity to organize and conduct tours for them in Borneo. This dates back to guests we had the privilege to know since 2013. Thank you for your care, kindness, and supportive words. Please know that your email helps intensify positivity during this trying time. Such gestures are gold, and we thank you from the very bottom of our hearts. God bless all of you.
18 March 2020 – The Day the Movement Control Order Began
We started to break into cold sweats. Panic and worries began to rule. I could not sleep well the night before and woke early to face the horrible music – as dramatic as that sounds. An outbreak and move with no historical precedent has affected everyone across the globe. There were a lot of questions that went assumed or unanswered.
We made some calls to our friends within the travel and tourism industry in Kota Kinabalu, Sandakan, and Kuching for opinions and how they were dealing with the situation. Uncertainties. Full of uncertainties on what the future holds!
Meanwhile, below are what we witnessed from our end in Sabah but not limited to the following:
- Foreign tourists already in Sabah and scheduled to go on tour to jungles, riversides, or mountain climbs. In our opinion, places like Tabin Wildlife Reserve, Danum Valley, or Kinabatangan Wetlands Resort are the best to be – away from huge crowds and safer than hoarded supermarkets.
- Foreign travelers checking in to their hotels or accommodations on 18 March 2020 before onward travel.
- Foreign travelers already in the jungle or at their hotel – they can’t simply be asked to leave immediately; where would they go?
- Foreign travelers stranded at airports or accommodations, spending extra money on new flight tickets as their original flights were cancelled.
Most travelers were still in a daze and unaware their flights were cancelled. Some tried to leave as soon as possible before new orders kicked in or borders closed.
Helping Stranded Travelers
Some strangers we met during this period became friends. We helped by connecting them with local front-liners – police, doctors, and hotels. At that time, some hotels in Kota Kinabalu were still open, but guests were confined to their rooms. To travel out of Lahad Datu, foreign travelers needed medical checks and official documentation proving they were fit to travel – all to help them catch the next possible flight out of Sabah.
Waves of Cancellations
Online, I finally gathered enough courage to check my emails. True indeed – the tours we were supposed to conduct between 25 March and mid-April 2020 were faced with cancellation requests. Most guests were empathetic, and we thank them deeply for choosing to postpone instead of cancel. This keeps travel operators like us afloat during such difficult times. Some, however, chose to cancel and claim from their insurance.
The Unpleasant Experience with “Mrs Right”
We only had one unpleasant experience with a guest we’ll call “Mrs Right”. She refused to postpone her tour and demanded a full refund by 20 March 2020, threatening to damage our reputation on TripAdvisor and Lonely Planet if not paid in time. She claimed we were financially gaining at her family’s expense – which was not true. We were willing to bend our policy due to this unforeseen circumstance, but our offer to postpone was not accepted.
In reality, deposits made by guests go directly to third-party service providers. Some providers even require:
- Proof of flight cancellation from airlines via email
- Official letter from the guest’s government stating outbound travel is forbidden
- Official letter from Sabah’s Government stating entry from that country is forbidden
Only when all documentation is provided can an appeal be made – and even then, refunds are not guaranteed. If we cannot secure refunds from these providers, customers remain bound by their cancellation policies.
23 March 2020 – The Old and the New Normal
It was not a full lockdown but restricted movement, social distancing, and “stay at home” orders to flatten the curve. These were the new words heard everywhere – on TV, radio, and social media.
At this stage, we could still go out for groceries, banking, and government matters. I went with Simon to bid farewell to friends at Lahad Datu Airport – they left for Switzerland just before Singapore closed its airspace. We were still allowed more than one person in a private car.
Working from Home and Family Life
Administratively, we always worked from home; operationally, we were used to working outdoors. With the MCO, we could continue admin, accounting, and marketing from home, but all fieldwork ceased. I thought we’d have plenty of free time – but no! With schools closed, we had to juggle homeschooling, feeding, cleaning, entertaining, and keeping our daughters occupied, alongside replying to clients and maintaining the business.
Between screen work, reinventing our business, and house chores – laundry, cleaning, gardening, cooking, pool maintenance – our “new normal” was busier than before. Our two girls, Olivia and Emelyn, have been our true little heroines. They have no issues staying home, washing hands often, and understanding that “the virus named Corona” means they can’t go out.
They now enjoy late nights, painting, swimming, cycling in the compound, watching movies, and playing educational games – while mummy and daddy become their new teachers. Homeschooling requires lots of patience and can be rather challenging – so thank you, teachers and educators worldwide, for your dedication!
31 March 2020 – The Last Day of the Movement Control Order (Or So We Thought!)
The MCO was extended to 14 April 2020. Over the coming weeks, travel operators still had salaries and bills to pay. The travel and hospitality sector, not deemed essential, remained closed. There would be no income, only cancellations and refund demands from uninsured travelers. Cash-flow issues were widespread, and some companies even considered shutting down.
Reflections on Survival and Resilience
I honestly did not know what we would do if the situation worsened and we were forced to close Bike and Tours. As challenging as this fragile industry is, it’s a business we believe in and are passionate about. It was never a quick-money venture – it took years of endurance to reach stability, pay bills, feed our family, and send our kids to school.
In 2013, Simon and I invested all our savings not only for our new life in Lahad Datu but also to build Bike and Tours. We never took business loans – the idea of monthly payback would have killed me! Instead, we sought help from both families for startup capital to purchase bicycles, cars, and inventories. Bike and Tours grew slowly and organically.
Through Past Challenges
When we received our tourism license, we were thrilled – until the Lahad Datu standoff (11 Feb – 24 Mar 2013) shook the region and badly tarnished tourism’s image in Sabah. Over the years, we worked with Sabah Tourism, travel writers like Marco Ferrarese and Anna Kaminski, and various agencies to rebuild confidence. Today, when you Google “Lahad Datu”, you see healthy tourism pages instead of outdated military photos – our small but proud contribution.
Why We Chose Lahad Datu
A friend once asked, “Why choose such a tough route? And Lahad Datu of all places?” We had to start somewhere. Though the town is small, it offers easy access to jungles, rivers, and sea – perfect for raising our girls close to nature. It made us appreciate city life even more whenever we returned to Kuala Lumpur. Being based here also allows us to collaborate with local communities and Sabah Forestry Department through tree-planting and conservation projects. Above all, Lahad Datu is simply where our heart is.
Hopes for the Future
Happy days had arrived, and now we were faced with the pandemic challenge. To those whose travel plans are impacted by COVID-19, we ask for kindness – please consider postponing rather than cancelling. Your support helps us keep our business afloat.
In the words of my former boss Kathy Lam from Louis Vuitton Kuala Lumpur: “The party is over!” How long will the hurdles last? As devastating as it is, we realize we must stay mentally and physically strong, have faith, and hope the world heals soon – so we don’t fall into another Great Depression.
Till then, as we continue to witness history in the making – a milestone still unimaginable – let’s extend the power of prayer to everyone, to remain healthy and safe. Wish us luck – we surely need it along the way.
Story by: Itisha Ismail (Bike and Tours / HAK’s World)
Photography by: Simon Werren (Bike and Tours / HAK’s World)
About the Author
Itisha Ismail is the co-founder of HAK’s World Travel & Hospitality Group in Lahad Datu, Sabah. A passionate storyteller and culinary host at Hawa’s Artisan Kitchen, she connects guests with Borneo through meaningful travel, local food, and community-based experiences. Photography throughout this story by Simon Werren, co-founder of HAK’s World and creative lead behind its visual storytelling.