Pilgrim Care Center offers 24/7 support in more than 11 languages

The Pilgrim Care Center, accessible through the unified hotline (1966), is a key pillar in the communication system for Hajj and Umrah pilgrims and visitors, offering support and guidance services, and receiving inquiries, reports, and feedback around the clock in more than 11 languages. This enhances the quality of services provided, in line with the goals of Saudi Vision 2030 and the Pilgrim Experience Program.

The Ministry of Hajj and Umrah explained that the center relies on an integrated digital and operational system connected to field centers and relevant authorities, which helps accelerate response times, improve request processing efficiency, and direct beneficiaries to the appropriate services and channels. The center also follows up on reports and measures guest satisfaction with the services provided, meeting their needs at every stage of their journey, from arrival to departure.

The ministry stated that since the start of the Umrah season on 15 Dhu al-Hijjah 1447 AH, the Pilgrim Care Center has received over 134,000 calls, achieving an overall satisfaction rate of 91.45%. The average response time was three seconds. During the 1447 Hajj season, the center handled more than 330,000 calls, with an average response time of ten seconds and zero missed calls. Beneficiary satisfaction with the services reached 93.13%, reflecting the operational efficiency and rapid response of the center.

The ministry added that the center continues to enhance the quality of its services according to global best practices, implementing quality standards and continuous improvement under the COPC standard, automating work procedures, and strengthening integration with partner organizations. These efforts support faster service delivery and improve the quality of services for pilgrims.

The Ministry of Hajj and Umrah affirmed the ongoing readiness of the Pilgrim Care Center to receive inquiries from pilgrims and visitors via the unified hotline (1966) around the clock. The ministry encouraged pilgrims to make use of the center's services whenever needed to ensure prompt support and guidance, helping them complete their journey with ease and peace of mind.