Riyadh, Saudi Arabia – Saudi Arabia has announced that domestic pilgrims will be eligible for compensation in the event of inadequate accommodation provided by Hajj service companies.
According to the Ministry of Hajj and Umrah, pilgrims will receive a 10 percent refund of their package value if there is a delay of more than two hours in obtaining accommodation upon arrival in Makkah and the Holy Sites, Saudi Gazette reported. Pilgrims have the right to file complaints in such instances.
If the violation is repeated, the compensation can increase to a maximum of 15 percent of the package value. In cases where the service provider fails to deliver the promised accommodation, the ministry will oversee housing arrangements, and the associated costs will be covered by the responsible Hajj service firm.
In situations where the provided accommodation deviates from the contract terms, the service provider must rectify the issue within two hours. Pilgrims will be compensated based on the delay, amounting to five percent of the package value. The compensation also extends to delays in tent services at the Holy Sites, with pilgrims eligible for compensation if they wait for more than two hours.
If a pilgrim is not provided housing upon arrival at a tent facility, they will receive compensation at a rate of two percent of the package value, not less than SR300 ($81). In cases where accommodation is not provided, the ministry will step in to ensure housing under the coordination of the Coordinating Council for Domestic Pilgrims Facilities, and the service provider will bear the associated costs.
Pilgrims are encouraged to file complaints in the event of accommodation contrary to the contract terms. Proven complaints will result in compensation of 10 percent of the package value, not less than SR1,500 ($405). The ministry emphasizes that the maximum time for addressing these violations should not exceed two hours.