South African travel operators voice concerns over new Hajj directives

South African travel operators have expressed deep concerns following an official announcement regarding the facilitation of Hajj and Umrah packages for the upcoming year. 

Last month, the Ministry of Hajj and Umrah (MOHU) in the Kingdom of Saudi Arabia issued a new directive, which fundamentally changed the way in which  pilgrimages are organised, removing the role of local tour operators in the process.

Hajj, an annual pilgrimage to Mecca, is one of the five pillars of Islam and a religious duty that must be carried out at least once by Muslims, provided that the person is healthy, fit and financially able.

Previously, travel operators completed an application with the South African Hajj and Umrah Council (Sahuc) based on requirements from the MOHU. Once all the requirements were met, the operators would be accredited and were required to achieve the minimum quota as stipulated by the MOHU. 

Moaaz Casoo, the president of Sahuc, said the  new directive was part of a broader global initiative to streamline the Hajj process and improve service delivery to pilgrims from all participating countries.

“In line with these efforts, MOHU has introduced structured timelines and critical milestones that must be met in preparation for the upcoming pilgrimage. While the full implementation of the directive will commence in 2026, it will have a significant impact on how Hajj is organised for South African pilgrims going forward.”

Casoo said the new framework introduced by the MOHU would exclude the traditional model of utilising licenced tour operators for the facilitation of Hajj from South Africa. 

“All contracts for services in the Kingdom, including accommodation, transport, meals, and on-the-ground logistics will be signed directly with Saudi service providers. The Saudi service providers will carry full responsibility for service delivery in the kingdom, coordinated through the Nusuk Masar platform under the oversight of the MOHU. 

“Sahuc recognises that this shift marks a major departure from the traditional model of Hajj facilitation in South Africa. However, the new framework necessitates a comprehensive reorganisation of Sahuc's operational structures, governance, and infrastructure to meet these new demands." 

Casoo said to ensure readiness, Sahuc had started expanding its internal capacity and resources, developing operational frameworks aligned with MOHU's timelines and expectations, and engaging stakeholders to facilitate a smooth and structured implementation. 

“Pilgrims are assured that Sahuc is committed to providing a seamless, spiritually fulfilling and dignified Hajj experience under the new system.”

Irshad Malek, the chief executive officer of World of Travel, said the new directive effectively removed independent travel agencies from direct contracts or branding. 

“While Sahuc presents itself as a non-profit mission unit, the policy feels monolithic and marginalises long-time service providers.”

Malek said he had been active in the Hajj and Umrah industry for 27 years. 

“While our travel agency has been offering tailored Hajj packages under its brand since 2012. Our office has over 30 years of trusted travel experience overall. On average, about 600 pilgrims book their Hajj packages with us each year. 

“Our Hajj package offers comprehensive services, including round-trip flights, hotel accommodations in Makkah and Madinah, and ground transportation between key locations. We provide full logistical support during the five days of Hajj rituals, along with meals and facilitation services. Our team assists pilgrims from six weeks before departure until their return to South Africa, ensuring a seamless and spiritually enriching experience.

“We have built a tried and trusted name in the industry and last year with the merging of two other companies to offer Hajj under one banner as TWF Hajj, this has raised the bar and service to another level. This has allowed a new dawn to rise in Hajj services." 

Malek said the recent changes were “deeply concerning” for the agency. 

“Over the years, we have  set clear expectations for South African pilgrims, offering them tailored packages that cater to their spiritual and logistical needs. With the new centralised system under Sahuc, our ability to maintain these standards is at risk. The stringent requirements and centralisation mean potentially leaving many pilgrims without the personalised service they have come to expect. 

“This shift could lead to a significant loss of trust and satisfaction among our clients, which we have worked hard to build over the years. Additionally, the new system may limit pilgrims' ability to choose their preferred operators, potentially affecting their overall experience." 

Malek added that the agency had formally expressed its concerns both in writing and during a virtual meeting with Sahuc. 

“We requested an in-person meeting to discuss these issues further, but unfortunately, this did not materialise. Additionally, we sought access to the documents pertaining to the recent decisions affecting the Hajj process, but these were not provided to us. This lack of transparency and engagement has left us with significant concerns about the future of Hajj facilitation in South Africa.”

Yasser Mookadam, the managing director of Yusra Tours, said:  “It was expected, however, it is quite harsh considering the number of years operators have put into this.”

He said the agency had been offering packages for Hajj for the past three decades. 

“We provide packages for between 300 and 400 pilgrims embarking on Hajj each year. Our packages include flights, transport, hotels, meals, Hajj taxes, and five day camps. The new directive has left many people stressed out as they were set to travel with us.

“It will surely impact our business, but more than financially. Our team also goes for Hajj, where they get to spend time with our Hujaaj (pilgrims), creating bonds and memories. This is what will be missed the most. We still have bonds from 10 years ago as Hajj allows us to create a family with our Hujaaj.”

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