The Saudi Arabia Ministry of Hajj and Umrah have issued a set of rules to protect the rights of pilgrims.
A document uploaded on the ministry's website says that it protects the rights of pilgrims through follow-up and supervising committees and communication centers established to receive complaints and observations.
The ministry said that it ensures the rights of foreign pilgrims by monitoring contractual commitments and services such as accommodation, food and transportation.
It said that it refers pilgrims' complaints to a special committee which decides punishment against violators.
According to the new rule a Hajj Services Company which provides substandard services will either be fined, suspended from work for a season or more and/or have its license revoked.
"Umrah pilgrims are entitled to safety and comfort while carrying out their rituals, transportation, luggage delivery and shipping, confirmation of flight bookings, alternative air tickets in case original ones are lost.
"The rights of Hajj pilgrims include safety and comfort, full implementation of contractual obligation by service-providing companies, financial guarantees against companies to ensure that they honor their contracts, representation in courts in case companies object to financial compensation," it said.
The statement added that the ministry will receive pilgrims' complaints and observations and would present them to the concerned committee for investigating and issuing appropriate decision.
"The ministry will implement the decisions of the committee that include applying penalties on violating companies by imposing fines, stopping them from the service for one season or more, or cancelling their licenses. The ministry will represent pilgrims before the authorized legal courts if a company objects to the compensation determined for pilgrims," it added.
Daily Trust
