TRAVEL AGENTS and distressed travellers have spoken out about the new Hajj arrangements and the chaos they have to go through to try and fulfill their religious duty.

The new process of applying to go on Hajj was released less than a month ago as thousands of people from across the UK put their names in a ballot with the hope to be successful.

One woman from the BD9 area was told that her ballot was successful on June 18 and was asked to go online and select her package as well as make her payment.

She was going to be travelling with her father and had been waiting for seven years for this ‘once in a lifetime moment.’

She said:" It's been a chaotic ordeal.

“We’re due to fly out from Manchester airport on July 4, but we don’t actually if we’ll be getting on the flight.

“We had issues paying online through the portal, Motawif, and so tried contacting them via phone, email and social media.

“When we finally got through and paid the £19,000, it said our booking had failed.

“Now the Saudi’s are saying we might be able to get on the plane but there’s a chance we might not.

“They’ve messed up and they’re still tagging us along.

“It actually hurts so much, knowing that we might not be going but they keep getting our hopes up.

“I need to put plans in place for my children so I can’t drop everything if they give me a call.

“We need to know what’s going on.”

Travel agents across the UK could be out of business in the coming years if this new process continues.

Those intending to do Hajj who had previously put down their deposit with reputable travel agencies were refunded, however some are still waiting for their refunds.

 

A Bradford travel agent, who specialises in Hajj and Umrah travel, said: “Al-Omary Hajj & Umrah Travel Services Ltd. regrets the sudden decision of the Hajj Ministry to remove the role of travel agents who previously played a vital role in the overall experience of pilgrims.

“Travel agents, due to their experience were well placed to explain packages, routines and procedures before customers decided to undertake Hajj.

“They were able to provide vital education both before and during one’s journey through seminars, accompanying pilgrims as tour guides and guiding them through their religious rituals. Thereby facilitating all aspects of the expected services throughout Hajj.”

The ‘shambolic’ process is being discussed by the All-party Parliamentary Group of Hajj and Umrah.

MP for Bradford West, Naz Shah said: “I have had many concerns raised by my constituents.

“It’s absolutely shambolic the way it has been organised.

“People haven’t been booked on flights and some are getting to Saudi and don’t have any accommodation.

“This is once in a lifetime for some people and one of the pillars of our faith.

“We need a solution in place because I know it’s causing stress to many of my constituents.”

On Monday, Motawif tweeted that it was aware of problems in a number of cases related to booking confirmations and was attempting to contact those affected within 72 hours.

The T&A has attempted to contact the organisation.