What we are responsible for
We are the organiser of the package, which under the Package Travel and Linked Travel Arrangements Regulations 2018 means we are responsible for the whole arrangement — not only for the parts we operate ourselves.
- That the flights, hotels, transfers and visa processing you paid for are delivered as described
- That the hotel is the one named, or a same-tier alternative at no less than the stated distance from the Haram if it genuinely cannot be honoured
- That you are told about a significant change before you travel, not on arrival
- That a group leader is reachable while you are in Saudi Arabia
- That your money is ATOL protected
What you are responsible for
A short list, and worth reading because each item can stop a trip entirely:
- A valid passport with at least six months remaining from your arrival date
- The MenACWY vaccination, at least ten days before you arrive
- Travel insurance, held before departure
- Arriving at the airport at the time stated on your itinerary
- Telling us about medical, mobility or dietary needs at quote stage rather than on the day
- The accuracy of the names and dates you give us — an airline will not correct a misspelled name for free
If something changes
Hotels change occasionally and flight schedules change more often. Where a change is significant we tell you what it is and what your options are, in writing. Where a hotel has to be substituted, the replacement is the same tier and no further from the Haram than the one you booked — and if we cannot do that, you are told rather than moved quietly.
Umrah visa availability around the Hajj season is the one thing genuinely outside anyone’s control. We flag restricted months on the site before you book, which is why May and June carry a warning rather than a price alone.
If something goes wrong
Speak to your group leader first — most problems are solvable on the ground in minutes and unsolvable a week later by email. If it is not resolved, contact us directly and we will put it in writing.
We would rather hear a complaint during the trip than read a review after it, and that is a practical preference rather than a polite one.