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 one of the same-tier alternatives published on the hotels page — and that if the replacement is further from the Haram than the one you booked, you are told and asked before it is confirmed
- 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 comes from the seven pairings published for that star band on the hotels page — never from outside it, and never a property you have not already been able to look up. That set is deliberately public: a substitution should be a name you have already seen with a distance you have already read, not a surprise on arrival.
The distances within a band are not identical, and we will not pretend otherwise. If the replacement is further from the Haram than the one you booked, you are told the new figure and asked before it is confirmed — and you can decline it. What we will not do is move you quietly and let you find out at the door.
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.