Makkah ( WNAM REPORT ): In a landmark effort to streamline post-Hajj operations, Pakistan’s dedicated Facilitation Center in Makkah has successfully addressed over 3000 complaints while assisting thousands of pilgrims with travel modifications, lost tickets, and other critical services. Officials hailed the center as a game-changer in ensuring a smooth and hassle-free experience for Pakistani pilgrims.
Speaking to the Media Cell,Ayesha Ejaz, Incharge of the Facilitation Center Makkah, outlined its comprehensive structure, designed exclusively to aid Pakistani pilgrims. “The center operates round the clock with specialized sections, including a Departure Cell, Zong Disk, Maktab Disk, Madina Departure Cell, Complaints Cell, and a 24/7 Call Center,” she said.
Abdul Sami Lakho, overseeing the Early Departure Cell, revealed that more than 1,500 cases ranging from flight changes, lost tickets, seat upgrades, and baggage adjustments had been efficiently resolved. “To minimize inconvenience, special airline desks were set up near pilgrims’ residences in Makkah,” he added.
Hafiz Ubaid Ullah Zakria, managing the Complaints Cell, emphasized its pivotal role in Hajj 2025, with 30,147 complaints registered so far. “Of these, 2,446 were resolved within 24 hours, while 113 are under process, and 580 were deemed invalid,” he stated. Despite offering multiple complaints channels—including a 24/7 call center, WhatsApp, toll-free numbers, and other platforms the number of grievances from Pakistani pilgrims during Hajj 2025 was significantly lower than in 2024. Officials attributed this decline to the exceptionally well-organized arrangements this year, ensuring smoother operations and quicker resolutions for pilgrims.
The Facilitation Center’s proactive measures and efficient complaint management have set a new benchmark for Hajj operations, earning praise from pilgrims and officials alike. With most issues resolved swiftly, Pakistani Hajjis are returning home with minimal disruptions, marking Hajj 2025 as one of the most well-organized pilgrimages in recent years.
