Hajj Ministry Receives 72 Complaints About Troubled Umrah Travel Agencies, 19 Cases Mediated
The Ministry of Hajj and Umrah (Kemenhaj) has received 72 complaints about problematic Umrah travel operators (PPIU) since September 2025. Of that number, 19 cases have been successfully resolved through mediation. The Director General for Hajj and Umrah Implementation Control, Harun Al Rasyid, said that a persuasive approach is the main strategy to bring pilgrims and travel agencies together to find a fair solution.
Mediation is carried out if the travel agency is considered to still have the capability and good faith. A notable case is Travel Hanania, where Kemenhaj oversaw an agreement on April 14, 2026, but then the agency failed to carry out the mediation result and is now being handled by the authorities.
Kemenhaj is also preparing a new, comprehensive, safe, and sharia-compliant Umrah management framework, and is urging the public to report any issues if they become victims of problematic travel agencies so that their rights are protected.
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