I share this not to deter travel, but to prepare others for potential issues. I previously had a wonderful experience with a travel service in 2023 and recommended it to eight people. However, my recent trip in 2025 was utterly disappointing from beginning to end.
If you decide to book with them, be mindful of the following problems I faced:
Visa Delays: Even after booking three months ahead and requesting early visas for Rawdah appointments, my visa arrived just two days before my departure.
Unexpected Changes: My hotel in Madinah was changed at the last minute without any explanation.
Safety Issues: The transportation was inconsistent. Despite paying for an English-speaking guide, none was provided, and the drivers were reckless, often using their phones while driving.
Unhonored Upgrades: I paid for a Kaaba View room in Makkah, but at check-in, I was informed it wasn't available. I expected a premium experience but received a standard one instead.
Unresponsive Management: When problems arose, communication vanished. I spoke with a manager who assured me he would resolve the issues, yet four weeks after my trip, I am still waiting for a follow-up.
The Bottom Line: They are quick to answer calls when booking, but after payment, they become unreachable, citing meetings or projects.
They attempted to offer me a travel voucher as a solution. However, I paid in cash for a specific experience that was not delivered. As a repeat customer, I anticipated professional treatment but felt unfairly treated following what should have been a sacred journey.
Advice for others: If you choose this service, document everything and don't rely on the promised upgrades at arrival.
The most disheartening aspect of this experience is the lack of integrity. This is a religious service focused on facilitating Umrah, and you would expect a higher level of honesty and fairness. It's unfortunate to be treated this way, especially after completing a sacred pilgrimage.
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