In a landmark effort to streamline post-Hajj operations, Pakistan’s dedicated Facilitation Centre has successfully addressed over 3,000 complaints besides assisting thousands of pilgrims with travel modifications, lost tickets, and other essential services.
Talking to media person here Tuesday, Incharge of the Facilitation Center Makkah Ayesha Ejaz said 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 its comprehensive structure designed exclusively to provide prompt assistance to Hujjaj.
Abdul Sami Lakho, overseeing the Early Departure Cell said that over 1,500 cases ranging from flight changes, lost tickets, seat upgrades, and baggage adjustments had been efficiently resolved so far.
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 3,147 complaints registered so far. Out of total complaints, 2,446 were resolved within 24 hours and 113 are under process while 580 were invalid, he said.
He went on to say that 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 as compared with last year.
He 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 Hujjaj are returning home with minimal disruptions, marking Hajj 2025 as one of the most well-organized pilgrimages in recent years.
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