Penang Umrah Pilgrims Lodge Report Against Tour Agency Claiming To Have Been Shortchanged

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Ten pilgrims, who claimed that they have been shortchanged while performing the umrah recently, have lodged a report against their tour agency here today (Feb 7). — NSTP/MIKAIL ONGGEORGE TOWN: Ten pilgrims, who claimed that they have been shortchanged while performing the umrah recently, have lodged a report against their tour agency here today (Feb 7).
They claimed that numerous promises made by their tour agent before leaving for Makkah and Madinah had not been fulfilled by the agency.
They also claimed that despite paying a premium amount, they were not given the promised accommodation.
The 10 were part of a group of 18 people who went to perform the umrah last month.
They paid a total of around RM150,000 to the tour agent for a 12-day, 10-night trip.
Businessman Mohd Hilmi Che Rose, 40, said he and his friends felt cheated by the tour agency which they came across on Facebook.
He said he was taken in by the interesting package offered by the agency and decided to give it a try.
The tour agency's office is registered to an address in Bandar Baru Nilai, Negri Sembilan.
"They promised us a full umrah package, together with flight, accommodation and meals. We were told to pay up in November as the agency said they needed to make the necessary bookings. We paid the full amount in October.
"I was promised the Makkah Tower package, which my friends and I paid RM8,890 each while for senior citizens and children, it was RM8,590.
"However, after making the full payment, the tour agency came up with excuses, saying there was an increase in room rates.
"We did not stay in Makkah Tower at all and were housed in a hotel 3.2km away," he told newsmen outside the Bayan Baru police station here this afternoon.
Hilmi said they were also charged RM100 for a travel bag, which was initially promised to them for free.
"To compound matters, we were further told that our return tickets for the high-speed train between Makkah and Madinah had been changed to a one-way trip on the day we were supposed to depart.
"Despite the sweet promises prior to the trip, they came up with excuses after excuses at the 11th hour.
"We felt cheated and decided to lodge a police report. The reason being we don't want others to have the same experience as us.
"If possible, we want the Tourism, Arts and Culture Ministry (Motac) to look into this tour agency and take the necessary action," he added.
Hilmi said they tried contacting the tour agency and tour agent here upon their return, but their calls went unanswered.
The pilgrims said each of them ended up spending RM10,000 for their journey as a result of extra charges they were forced to bear due to the alleged broken promises by the tour agency.
Housewife Syafireen Abdul Karim, 37, said she was disappointed with the experience.
"My husband allowed me to go with my 9-year-old child, thinking we would be staying in Makkah Tower, but such was not the case.
"We ended up taking a taxi with two other cousins on many instances, and we also were scared on many occasions as there was no chaperone to accompany us.
"We want a refund of between RM2,500 and RM3,000 each, but the tour agency said they could only refund us RM600 each. Even with that, we have not received anything," she said.
As for businessman Hafiz Roslan, 34, he was fortunate to be able to go on his pilgrimage with a last-minute tourist visa.
He said one month prior to departure, he had checked with the tour agency on the status of his umrah visa.
"I called them every week to follow up but their answers were not forthcoming. I paid an additional RM400 for my umrah visa as it comes with privileges.
"Two days prior to departure, I checked again and was told not to worry. One hour prior to my flight, I still hadn't gotten my umrah visa.
"I was told to settle for a tourist visa, which I could get within one hour. Even then, I only got my tourist visa confirmed 20 minutes prior to my flight.
"The tour agency had no solutions. They operated through trial and error. This is most disappointing. I do not want others to experience the same fate as me," he said. - NST

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