Pakistan’s Hajj 2025 Facilitation Center Resolves Over 3,000 Complaints, Sets New Benchmark for Pilgrim Services

Makkah – In a milestone achievement for post-Hajj operations, Pakistan’s Facilitation Center in Makkah has resolved more than 3,000 complaints while streamlining travel and logistical support for thousands of pilgrims during Hajj 2025. Officials have praised the initiative as a breakthrough in providing a seamless, organized, and dignified experience for Pakistani pilgrims in the Kingdom of Saudi Arabia.

Ayesha Ejaz, Incharge of the Facilitation Center Makkah, told the Media Cell that the center is fully equipped and operates 24/7, offering end-to-end services through specialized departments. “We’ve structured the center to include a Departure Cell, Zong Desk, Maktab Desk, Madina Departure Cell, Complaints Cell, and a 24/7 Call Center—all tailored to the needs of Pakistani pilgrims,” she said.

The Early Departure Cell, led by Abdul Sami Lakho, has successfully resolved over 1,500 cases related to lost tickets, flight changes, baggage issues, and seat upgrades. “We established special airline counters near pilgrims’ accommodations to make the process easier and faster,” Lakho added.

A major success story from this year’s Hajj operations has been the Complaints Cell. Hafiz Ubaid Ullah Zakria, who manages the cell, reported that a total of 3,147 complaints were registered during Hajj 2025. Out of these, 2,446 were resolved within the first 24 hours. While 113 complaints are still under process, 580 were found to be invalid. The remaining thousands were resolved effectively, showcasing the efficiency of the system.

Zakria emphasized the center’s multi-channel accessibility, which includes a 24/7 call center, WhatsApp lines, toll-free numbers, and physical desks at key locations. Compared to Hajj 2024, the number of registered complaints has dropped significantly, a development attributed to improved coordination, better facilities, and faster issue resolution.

The government’s proactive approach, backed by experienced staff and a multi-tiered service model, has earned wide appreciation from pilgrims. Most returning Hajjis have expressed satisfaction, noting minimal disruptions and high responsiveness across the board.

This year’s operations have not only elevated the standards for Pakistani pilgrims but have also set a new benchmark in Hajj facilitation. Hajj 2025 is now being hailed as one of the most well-managed and efficient pilgrimages in recent history for Pakistan.