After the 'Marrakesh Umrah' Crisis, the Ministry of Tourism Tightens Oversight of Travel Agencies

In the wake of the "Marrakesh Umrah" crisis, Morocco's Ministry of Tourism, Handicrafts, and Social and Solidarity Economy has pledged to enhance its supervision of travel agencies. The ministry's commitment to regulating "religious tourism" includes intensifying awareness campaigns for travel agents to ensure adherence to professional laws. This proactive stance aims to restore confidence and safeguard citizens undertaking the sacred pilgrimage.

“

Activating monitoring and strict control mechanisms for travel agencies, to ensure the rights of citizens wishing to perform Umrah and protect them from any abuses that may affect the safety or quality of their trips.

The ministry has assured that it will activate legally stipulated deterrent measures against any agency found to be in violation of regulations, particularly following complaints from affected individuals. To further protect citizens, the tourism sector has launched an official website listing legally licensed agencies, serving as a reliable resource to prevent fraud. Direct phone lines have also been established for complaints, and continuous coordination with the Consulate General of the Kingdom in Jeddah and travel agency associations is underway to resolve emergent crises and ensure the safety of pilgrims.

“

Preparing and publishing an official and comprehensive list of all accredited and licensed travel agencies, to be distributed and circulated in every province, district, and municipality, to serve as a reliable reference for all citizens before contracting.

Consumer rights organizations have echoed the call for stricter oversight. Ali Shtour, head of the Moroccan Association for the Defense of Consumer Rights, urged the activation of stringent monitoring mechanisms to guarantee the rights of those wishing to perform Umrah and protect them from potential abuses. He proposed the creation and dissemination of a comprehensive list of accredited and licensed travel agencies across all provinces and districts, serving as a trustworthy reference for citizens before making travel arrangements.

“

The consumer is invited to search and verify the legality of the agency in the province or district before paying any money, to avoid falling into the trap of unlicensed agencies that exploit social media platforms and have spread remarkably recently.

Bouchaa Kharati, president of the Moroccan Federation for Consumer Rights, advocated for a regulatory system similar to that applied to hotels, suggesting the establishment of inspection committees within each province. These committees, comprising representatives from various relevant bodies and consumer rights organizations, would visit travel agencies to assess the veracity and quality of their services. Kharati also proposed the adoption of the "mystery shopper" mechanism, successfully employed in the hotel sector, where ministry or specialized company employees evaluate services and adherence to standards, submitting detailed reports for necessary action. This comprehensive approach aims to address the persistent complaints of fraud and ensure a more transparent and trustworthy Umrah travel experience for Moroccan pilgrims.

“

Subjecting travel agencies to a control system similar to that applied to hotels, by establishing inspection committees affiliated with the Ministry of Tourism in each province, including representatives from various concerned bodies, including civil society concerned with consumer rights, to visit these agencies to ascertain the truthfulness and quality of their services.