Private Hajj scheme: Ministry takes notice of complaints over booking denials

ISLAMABAD: The Ministry of Religious Affairs has taken notice of complaints that some Hajj companies are refusing to book pilgrims despite having seats available under the private Hajj scheme.

The ministry urged pilgrims who are denied booking despite available quota on the Hajj portal to lodge a formal complaint, providing the name of the tour operator, details of the available quota and other relevant evidence.

Pilgrims can submit complaints through the ‘Inquiry’ option on the Pak Hajj app or email the Section Officer Monitoring at [email protected].

The ministry said discrepancies between the quota shown as available on the Hajj portal and information provided by tour operators would be investigated. Complaints received would also be included in the monitoring reports of the relevant Hajj companies.

According to the ministry spokesperson, complaints have been received from pilgrims after some tour operators told them that their quota had been exhausted even though seats were still shown as available on the Hajj portal.

The ministry said protecting the interests of pilgrims and ensuring transparent bookings under the private Hajj scheme were among its priorities, adding that action would be taken on the basis of available records and evidence.

The ministry also advised pilgrims to immediately contact it if they encounter any discrepancy in booking information shown on the Hajj portal.

According to the Associated Press of Pakistan (APP), the ministry spokesperson said that the booking and payment process under the private Hajj scheme had been digitised through the Pak Hajj app and the National Information Technology Board’s digital Hajj portal.

Pilgrims can view different Hajj packages from home, select a package of their choice and choose an authorised Hajj company through the digital system, the spokesperson said.

The ministry has also directed pilgrims to pay Hajj package fees only through the Pak Hajj app, rather than directly to any individual or company.

The ministry said the digital payment mechanism was aimed at ensuring transparency in the booking and payment process and protecting pilgrims against potential fraud.

Details of available seats and authorised Hajj companies under the private Hajj scheme are also available on the Hajj portal, according to the ministry.