How to Complain and Get Problems Solved

Why this matters

Your Pakistani travel agent books services in Saudi Arabia for you, but providing them is the job of the Saudi Umrah company. Every Umrah visa is issued through a Saudi company, and that company is accountable to the Saudi authorities for you. Both your agent and the Ministry of Hajj and Umrah can contact that company and get the problem solved. Complaining after you return to Pakistan does not fix the problem during your trip, so get it solved there.

Before you travel

• Know your Saudi company’s name. It is printed on your visa paper.
• Get a number for your travel agent that you can reach at any time during the trip.
• Write these on the “My trip contacts” card below and carry it with you.

What to do when there is a problem

Step 1: Report it on the spot

As soon as the problem arises, tell the people on the spot: hotel reception, the transport desk or the driver. Keep your voucher with you. Many problems are solved here.

Step 2: Tell your Pakistani travel agent

If it is not solved on the spot, inform your travel agent straight away, with photos and details. Your agent will contact their Saudi partner company and get it solved.

Step 3: The Ministry of Hajj and Umrah

If your agent cannot help or cannot be reached, lodge a complaint through the Nusuk app or the Ministry of Hajj and Umrah’s Pilgrim Care Center (1966). The Ministry contacts the Saudi company itself. Always get a complaint reference number.

Keep evidence

• Take photos and videos of the problem: the room, transport, delays.
• Note the name, time and date of everyone you spoke to.
• Keep WhatsApp messages and receipts.

Common problems and who to go to

• Hotel or room not as booked: hotel reception first, then your travel agent, and then the Saudi Ministry of Hajj and Umrah.
• Transport didn’t arrive or is late: if the delay is at the airport, Ministry of Hajj and Umrah representatives are there and will sort it out. If the problem is with the shuttle to the Haram, speak to the hotel management.
• Meals included but not provided: hotel reception, then your travel agent.
• Ziyarat not provided: your travel agent.
• Nusuk app or permit problem: official Nusuk support.
• Agent can’t solve it or can’t be reached: the Ministry of Hajj and Umrah.

Do

• Speak calmly and politely, but clearly.
• Report the problem the same day.
• If you are in a group, nominate one person to speak.

Don’t

• Don’t speak angrily or rudely; it makes a solution harder.
• Don’t make social media your first step.
• Don’t wait until you return home.

My trip contacts

Print this card before departure, fill it in, and carry it at all times:

• Saudi Umrah company name (from your visa paper)
• Pakistani travel agent’s name and phone number
• Makkah hotel and phone number
• Madinah hotel and phone number
• Group leader’s name and phone number
• Emergency family contact number

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Numbers checked against official sources on 8 November 2026.