Umrah pilgrims lodge claim over RM78,300 loss after travel agency failures

MIRI (Jan 28): A group of umrah pilgrims has lodged a police report after allegedly incurring losses of RM78,300 following a travel agency’s failure to settle accommodation and return flight payments during their pilgrimage in Saudi Arabia last November.

Their representative, Hanim Jaraee, said she and her husband, along with 27 others, registered for an umrah package on May 20, 2025, at Kampung Segedup in Batu Kawa, Kuching.

“The umrah package was managed by a woman known as ‘Siti Fairuz’, at a cost of RM6,990 per person, amounting to a total payment of RM150,000,” she said.

The package included return flights, accommodation, and ziarah arrangements, with payments made online or in cash.

Hanim said the outbound flight from Kuala Lumpur to Jeddah and their stay in Mecca proceeded without issues.

Problems arose upon arrival in Madinah, where the group was instructed to vacate Hotel Ansari Platinum Madinah and moved to a budget hotel, Dar Jalal on King Fahd Branch Road.

They were later informed that the original hotel had not been paid for by the company, forcing pilgrims to pool cash to cover the new accommodation.

Hanim further alleged that the return flight tickets from Jeddah to Kuala Lumpur had also not been settled, compelling each pilgrim to purchase their own ticket at about RM1,500 per person.

According to Hanim, the company issued a letter on Nov 29, 2025, requesting advance payments for the return flights with a promised refund by Dec 15, 2025.

“However, until the date this report was made, no refunds have been received,” she said.

She said a meeting was held on Dec 18, 2025, between the company and the pilgrims’ representatives, during which new assurances were made.

“Despite these assurances, the total losses suffered by the pilgrims amount to RM78,300,” Hanim said.

She lodged the report at Miri Central Police Station, seeking redress through the courts and for the matter to be referred to the Ministry of Tourism, Arts and Culture and other relevant authorities.

“I am dissatisfied with what happened and am making this report for further action by the relevant authorities,” she added.