Pilgrim Rights when Buying a Hajj Trip
This is the time of year when many people are either booking or thinking of booking a Hajj pilgrimage. Although most Hajj trips pass off without problems there have been cases where pilgrims have been ripped off by disreputable tour operators. With a typical Hajj package costing around £2,500 per person, this results in significant financial loss and distress to pilgrims.
Many pilgrims do not realise that they have rights when they buy a Hajj tour. The same rights apply whether it is a Hajj trip or any other form of package travel arrangement (see Package Travel and the law).
I would encourage pilgrims to consider the following points before parting with any money for a trip:
Check that the person selling the trip holds an Air Travel Organiser's Licence (ATOL) (see below) and ensure that you receive an ATOL confirmation, invoice or receipt showing that your complete trip is financially protected.
Is the trip organiser known to you? Have they been recommended by friends or family?
Are they on the list of approved operators on the Saudi Embassy web-site? If not, then the required visa may not be available. http://www.mofa.qov.sa/Detail.asp ? I n Section I D=45&1 n News Item I D=48770 .
Is the organiser charging a high price for the visa? These are issued free by the Saudi Embassy via approved operators, so any charge which is more than might cover the organiser's administration costs could be unreasonable.
Is the firm a member of a reputable trade association such as ABTA or AlTO?
Is the trip organiser asking for large sums of money in advance of agreeing the trip with you? Have you got your itinerary agreed and in writing before you part with any money and commit yourself?
If you have any special requests make sure they are specifically mentioned on the booking form. Remember to keep documents, such as booking invoices or letters, in a safe place.
Here are some of the causes of distress which have been brought to the attention of the Government:
flight tickets which don't turn up;
no accommodation on arrival or accommodation is very sub-standard and not as described;
last minute changes to the airline or to the airport from which the flight is leaving;
last minute cancellation because promised visas have not materialised;
organisers simply disappearing without trace, taking pilgrims' money with them.
ATOLs
Most Hajj tour operators will sell a package of arrangements that include flights, transfers and accommodation. These must hold an ATOL issued by the Civil Aviation Authority. This ensures that pre-payments are protected in the event of the operator going bust and provides for a flight home if necessary. Pilgrims can check whether their operator has an ATOL on the Civiil Aviation Authority's website at www.atol.org.uk or by contacting them direct by calling 020 7453 6424.
Package Travel and the law
All tour operators offering for sale "packaged" trips - including Hajj trips - must comply with the Package Travel Regulations (PTRs) 1992.
Under the PTRs a tour operator must ensure that:
all descriptions on brochures and internet sites are accurate
they supply information about passports, visas and health and security issues
they inform the traveller in good time about significant changes to a trip such as flight details or itinerary
they provide. a written copy of the terms of the contract for the trip e.g. confirmation of booking, details of the itinerary and the name and address of a company contact for use while the traveller is on their trip.
Travel organisers can find out more about their responsibilities under the PTRs by looking at this page of the Department for Business and Regulatory Reform (Berr) website http://www.berr.gov.uk/consumers/fact-sheets/oaae38205.html
Information for pilgrims is available'on the same. page.
Who to complain to
Pilgrims who are unhappy with their trip should bring their concerns to the attention of the organiser as soon as they can. If the issues remain unresolved, they should, on returning, contact their local trading standards office. Contact details of nearest offices are available from Consumer Direct (www.consumerdirect.aov.uk) or local town halls.
Problems in Saudi Arabia
For situations which may be encountered in Saudi Arabia (such as lost passports, health and safety matters) the Foreign and Commonwealth Office (FCO) also provide helpful information on how to prepare for and what to expect from Hajj and Umrah pilgrimages on their website www.fco.gov..uk .