New refund rules for delayed check-in, unfulfilled Hajj accommodation

Local pilgrims will be eligible for compensation from private-sector providers of pilgrimage services in case of delayed check-ins or other failures to uphold a commercial contract, Saudi Gazette reports. The new rules will be enforced by the Ministry of Hajj and Umrah.

Check-in delays: Service providers will be obliged to refund local pilgrims 2% of the package value at a minimum of SAR 300 in case of check-in delays of more than two hours for tent facilities at the holy sites. Similar delays for housing accommodation and / or failure to provide accommodation type that is similar to what is described in the package stipulate a 5% refund.

Failure to compensate pilgrims results in bigger refund amounts: In the case that the service provider doesn’t abide by the above rules and the pilgrim ends up filing a complaint with the ministry and in case that the investigation proves the customer’s claim, the company will be obliged to refund 10% of the package with a SAR 1.5k minimum. Recurring violations will result in refunds of up to 15% of the package value.