Before the pandemic, the number of pilgrims often exceeded 2 million, with last year’s figure being reported as 58,745 pilgrims performing Hajj, according to official figures.
This year Saudi Arabia announced the opening of Hajj to take place between 7 July till 12 July, for pilgrims outside of Saudi, as one million pilgrims were allowed to attend the annual pilgrimage, for the first time since the pandemic.
However, earlier this month, the country announced the change of its booking process for prospective pilgrims coming to perform Hajj, an annual pilgrimage and obligation for Muslims.
Under a new system, the Saudi government announced this month that pilgrims from Europe, the US and Australia could no longer book through travel agencies and would instead have to apply through a lottery system via a government website.
Countries were to be allocated quotas, however, the introduction of new rules and the implementation of a new lottery system left prospective pilgrims and travel agents confused, just weeks before the start of Hajj.
In an electronic draw, Muslims were able to submit their applications online through Motawif, the only online platform accredited by the Ministry of Hajj and Umrah and Saudi Arabia, exclusive for pilgrims from Europe, the Americas and Australia.
As pilgrims who have paid thousands of pounds were unable to board their respective flights and had to return home, anger turns towards officials.
One tweet that has created an uproar is from Sughra Nazir sharing her distress disclosing: “I am down as a mister and sharing a room with a Miss Mohammed someone. Not the bloke I married”.
This has caused a huge stir, as in accordance with Shariah law, there is a set condition under which a mahram, a man who is the husband or another relative of the woman, and cannot legally marry her, must accompany her on the journey for Hajj or Umrah.
British Consul General in Jeddah, Seif Usher has issued a statement saying:
“We are aware that many British Hajj pilgrims are still facing problems with regards to flights, logistics and hotel bookings. And we recognise these difficulties are of course causing significant anxiety.
“We continue to monitor the situation closely and have raised these problems with the Saudi authorities, for resolution as soon as possible”.
Director of Bolongaro Trevor, Omar Jalil, told Asian Sunday he “Wishes someone would organise a protest in front of the Saudi embassy for this debacle”.
Jalil says “My wife and I got selected for the Hajj lottery last Friday and were told to pay within 48 hours or lose our spot.
“18 attempts, 3 blocked cards and 5 calls to our bank on a Saturday later we were able to pay for the Platinum Plus package. Which, although claimed to be for £28k ended up costing us £30k after currency conversion losses etc.”
He expresses his dismay “Our flight is this weekend, and with the news coming out of stranded travellers we are afraid we will miss out on an opportunity of a lifetime.
“Even if they offer refunds, we will be out of pocket at least £2-3k in just currency conversion losses on top of whatever they decide to deduct”.
Zubair Khan, a Birmingham resident and business consultant refers to Motawif as “fraudulent” and “misleading”, as he tells Asian Sunday he and other westerners in the USA and UK are talking about collectively taking a class action case against the travel and transportation company.
“My booking failed on the day first, and this company can’t get away with it, they have played on our religious emotions. I won’t let it go.
“I paid £14,590 and If people come together with the same circumstances and submit a group action case it will be quicker”.
Khan also says the company has not been transparent with its payment process, as the company’s prices changed at three stages, and jumped from £6900 to £7295.35 per person at the payment gateway.
Officials for the Council of British Muslims welcomed the announcement when it was made earlier this month.
Rashid Mogradia, CEO of CBHUK, Secretariat to the All-Party Parliamentary Group on Hajj and Umrah said:
“We strongly urge British Pilgrims planning to undertake Hajj to follow the guidance issued by the Kingdom and to only book with Ministry of Hajj Approved – Licensed Hajj Organisers who hold a valid ATOL (Air Travel Organisers License) and to follow the FCDO Travel Advice”.
Anna Bowles, head of Consumer Enforcement at the UK Civil Aviation Authority, has expressed her concerns saying:
“These trips have significant religious meaning, and we want to make sure consumers research whom they are planning to book with, and that financial protection is in place to avoid disappointment.
“We have seen people lose thousands of pounds in recent years because of scams and fake deals, and with a surge in travel to Mecca, it’s more important than ever before for people to be vigilant.”
What was meant to be a drastically reduced quota, that would allow a select few thousand British Muslims to perform hajj this year, has turned into a paid but failed scheme, as Muslims take to social media to express their frustrations:
One person writes “Paid but failed customers have had their money in thousands for over a week and no communication from @Motawif_SA. Now to be told there are no more packages whilst others booked the packages we selected. Problems at every step”.
A Londoner who is wanting accountability for the failed operations of the new Hajj Organisers, got in touch with Asian Sunday to share her parent’s experience:
“My parents went to hajj via Motawif and it’s been an absolute nightmare from the beginning to now. They’ve just got to their Medina hotel having had to wait on the bus for 2 and a half hours and there is chaos,” says Zakiya.
“My mum managed to speak to one of the hotel staff calmly and got a double room but everyone else is still there yelling and confused. They’ve spent the last week anxious and worried sick.
“It is just ridiculous; they were booked to go in 2020 but couldn’t and they had a better package at a much better price and the agent took away all the stress”.
Zakiya adds “They weren’t even given flight details until a few hours before the flight, I had to call Saudi airlines to confirm if they even had a seat, given the horror stories on Twitter”.
Asian Sunday has reached out to the Ministry of Hajj and Umrah and Motawif for a response, but has not had a reply. Check back for updates.
