Ministry of Hajj and Umrah suspends Umrah company for accommodation violation – Details
In a move reflecting the firmness in implementing regulations and protecting the rights of pilgrims, the Ministry of Hajj and Umrah the issuance of an immediate decision to suspend one of the licensed Umrah companies, in addition to its foreign agent, after detecting serious violations related to the failure to provide accommodation services to pilgrims in accordance with the pre-arranged contractual programs.
Details of the violation and the legal procedures
The Ministry explained in its statement that its field monitoring and follow-up teams observed groups of pilgrims arriving in Saudi Arabia without the company providing them with the accommodation they were promised, despite these services being documented and included in the service packages of their contracts. The Ministry considered this a clear breach of regulations and instructions governing the services provided to pilgrims and visitors to the Prophet's Mosque, necessitating immediate intervention and the initiation of legal proceedings against the offending entities.
Protecting the rights of pilgrims and prioritizing service
The Ministry of Hajj and Umrah affirmed that the decisions taken are not solely aimed at penalizing violators, but primarily focus on guaranteeing the rights of affected pilgrims and compensating them for any harm they have suffered. Furthermore, the decisions aim to prevent the recurrence of such practices that could negatively impact the Hajj and Umrah experience. The Ministry emphasized that the quality of services provided to pilgrims is a "red line" that cannot be compromised, and that it will not hesitate to apply the strictest legal penalties against any company or institution found to have failed in its contractual obligations.
The context of the Kingdom's Vision 2030 and the Guests of God Service Program
These stringent measures come within the framework of the Kingdom of Saudi Arabia's tireless efforts to achieve the goals of Vision 2030 , specifically through the "Guests of God Service Program." This ambitious program aims to bring about a qualitative leap in the experience of Umrah and Hajj pilgrims, facilitating their spiritual journey from the initial planning stage to the final visit. The government system is working in an integrated manner to increase capacity and enhance services, with the Vision targeting 30 million Umrah pilgrims annually by 2030. This necessitates full commitment from the private sector to international standards in hospitality, accommodation, and transportation.
Continuous monitoring and digital transformation
It is worth noting that the Ministry of Hajj and Umrah currently relies on advanced electronic systems to monitor the performance of Umrah companies and measure beneficiary satisfaction indicators. These systems allow for the real-time detection of violations, which enhances the sector's efficiency and ensures transparency. In closing, the Ministry reiterated its call to all Umrah companies and institutions to strictly adhere to regulations and instructions, and to provide services with the highest level of professionalism befitting the Kingdom's status as the custodian of the Two Holy Mosques, thereby achieving the utmost satisfaction and comfort for pilgrims and visitors.
