British Muslim travel agencies in uproar over Saudi hajj changes

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Saudi Arabia tells pilgrims to use new online system and to seek refunds from any agencies they have already paid

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Since 2006 it has been compulsory to book hajj packages through licensed travel companies. Prospective pilgrims are now required to book through an online portal, Motawif, with successful applicants randomly selected by an automated lottery system. They can then book accommodation and transport directly through the website. All travellers must be under 65 and vaccinated against the coronavirus.

Ilyas Master, 56, who has offered packages for hajj and the shorter umrah pilgrimage through his Atol-registered travel agency in Bradford for 15 years, said: “We were nearly fully booked. But we refunded most of our customers. We lost our money in Saudi Arabia, at least about £35,000. There is very little hope of recovering that.”

Master said he was now looking into alternative income streams, including offering visa services, adding: “If we can’t carry on, it’s going to force us to close down.” Travellers have reported glitches with the new online portal. Amal Ullah, from Nottingham, spent more than 10 years’ worth of savings when she paid £40,000 for a hajj package for her family through Motawif. She said: “I checked the portal, and it said the booking had failed,” despite having received an official email confirming she and several family members had been selected and their visas were being processed.

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