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Luggage damage, lost pilgrims among complaints during Hajj operations
🇲🇾 Malaysia /Culture & Society

Luggage damage, lost pilgrims among complaints during Hajj operations

From Utusan Malaysia · (9m ago) Malay

Translated from Malay, summarized and contextualized by DistantNews.

TLDR

  • Pilgrims undertaking the Hajj have reported issues such as damaged luggage and becoming separated from their groups.
  • These problems are most common among new arrivals in Mecca, with long travel times contributing to luggage damage and unfamiliarity with the surroundings causing pilgrims to get lost.
  • Tabung Haji's Customer Service Unit is addressing these complaints promptly to ensure they do not disrupt the pilgrims' spiritual journey.

The Tabung Haji (TH) Customer Service Unit has been actively addressing complaints received during the ongoing Hajj operations for 2026. Among the most frequently reported issues are damaged luggage and pilgrims getting lost, particularly affecting those who have recently arrived in Mecca from Medina.

Pilgrims who are in Mecca for the first time are still not familiar with the surroundings, causing some to be separated from their group or take the wrong direction when returning to the hotel.

— Azrisham MahmadExplaining the common reasons for pilgrims getting lost during Hajj.

Azrisham Mahmad, Manager of the TH Customer Service Unit for Hajj Operations 2026, explained that the extensive travel involved in the Hajj journey is a primary cause of luggage damage. Meanwhile, cases of pilgrims getting lost are common, especially among first-time visitors to Mecca who are still unfamiliar with the environment. These pilgrims may become separated from their groups or take wrong turns on their way back to their hotels.

However, every complaint will be handled immediately to ensure it does not affect the pilgrims' focus on performing their worship.

— Azrisham MahmadReassuring that issues are being addressed promptly.

To manage these situations effectively, the unit categorizes each complaint into three levels: minor, moderate, and severe. This systematic approach ensures that issues are handled according to priority, preventing any disruption to the pilgrims' spiritual focus and their ability to perform their religious duties. The immediate attention given to each complaint aims to resolve them swiftly and efficiently.

This approach is important so that each issue can be handled according to priority and does not interfere with the pilgrims' worship.

— Azrisham MahmadDescribing the categorization system for complaints.

In light of these challenges, pilgrims are advised to always carry their identification cards and hotel information to avoid difficulties. The use of technology, such as QR codes and map applications, is also encouraged to help pilgrims navigate and find their way back more easily. TH remains committed to ensuring a smooth and spiritually fulfilling Hajj experience for all pilgrims.

Pilgrims are advised to always carry their identification card and hotel information to avoid any difficulties.

— Azrisham MahmadProviding advice to pilgrims to prevent issues.
DistantNews Editorial

Originally published by Utusan Malaysia in Malay. Translated, summarized, and contextualized by our editorial team with added local perspective. Read our editorial standards.

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