Deeply Disappointing and worst Umrah Booking Experience
I booked a five-star Umrah package in December through Trips.pk, dealing directly with Bilal. Given the nature and value of this blessed journey, I expected a high level of professionalism, urgency, and transparency throughout. My December tour was already disrupted due to fog, and during the journey my Saudia flight was cancelled by the airline. I informed the team immediately and shared same-day alternative Saudia options, even reserving seats. However, as the change was not acted upon promptly, those options were no longer available, and I ultimately had to travel on PIA instead, resulting in an additional cost of ₨72,000 and further delays.
I was informed that ₨120,000 was an airline-imposed refund deduction. I raised concerns at the time but proceeded based on trust in what was communicated. Later, after reviewing airline refund policies for airline-initiated cancellations, this deduction did not appear to align with standard rules. When I requested basic refund verification, it was declined and the matter was closed under internal policy.
After facing multiple disruptions during a religious journey and a total financial impact of ₨192,000, I expected greater transparency and support.
I am sharing this experience to help future Umrah customers ensure that all charges, deductions, and alternative arrangements are clearly documented in writing before making payments, and that refund explanations are verified at the time of change.
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