Check your trip is ATOL protected. Your Hajj or Umrah package will more than likely include flights. Any tour operator arranging packages with flights must hold a current Air Travel Organisers Licence (ATOL). Those who do not are operating illegally! An ATOL ensures that your prepayments are protected and also provides for getting you back home if necessary in the event of the operator going bust. You can check whether your operator holds a licence on-line at http://www.caa.co.uk or by calling 020 7453 6424 - we have a list of approved tour operators.

You are entitled to rely on the descriptions on brochures and internet sites, including photographs - they should not be misleading or inaccurate. Ask for and read the terms and conditions of the trip.

Significant changes to your trip such as flight details or itinerary should be made known to you as quickly as possible in order for you to make appropriate decisions and – if you wish – to cancel your trip without penalty.

The Consumer Protection from Unfair Trading Regulations 2008 do not allow traders to give misleading indications to consumers. If you feel the actual services you are receiving are not as described and feel misled report this immediately to the tour guide leader. However at the same time make notes and take pictures and videos if possible. Typical examples MAY include:

Flights not being direct or with a different airline
Hotels being different to those promised
Hotels not being near places of worship as advertised
Hotels have not been paid by the operator
Food not being provided as advertised
Travel arrangements within Saudi Arabia not being as promised

Often the person you are dealing with may only be an agent for someone else, if this is the case ask to see clear evidence that this is the case and check with the company who is actually the ATOL holder that they are actually supplying your package and dealing with your passport.

If you cannot see your listed Operator appear as a Ministry Hajj Authorised operato, it is most likely to be a Sub Contractor (alternative operator/brand/trading name). Be clear as to who will actually be taking your passport to obtain the required Visa from the Saudi Ministry.

We would urge great caution if the operator is only willing to take payments in cash.

Ask for full documents and invoices, when you actually make the booking you should receive and ATOL certificate with the ATOL number. If the travel operator is not able to provide the necessary information, or you have any other concerns pre booking do not give over any money and call Trading Standards.