Pilgrim Care Center offers 24/7 support in 11 languages

The Pilgrim Care Center provides support and guidance services, as well as receives inquiries, reports, and feedback around the clock through its unified hotline (1966) in more than 11 languages. This initiative aims to enhance 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 stated that the center operates through an integrated digital and operational system connected to field centers and relevant authorities. This integration helps accelerate response times, improve request handling efficiency, and direct beneficiaries to appropriate services and channels. The center also follows up on reports and measures pilgrims’ satisfaction with the services provided, addressing their needs at every stage of their journey, from arrival to departure.

The ministry noted that since the start of the Umrah season on June 21, 2026 (15 Dhu al-Hijjah 1447 AH), the Pilgrim Care Center has received more than 134,000 calls, achieving an overall satisfaction rate of 91.45%. The average response time was three seconds. During the 2026 Hajj season (1447 AH), the center handled over 330,000 calls with an average response time of 10 seconds and recorded zero missed calls. Beneficiary satisfaction with services reached 93.13%, reflecting the efficiency of the operational system and the center’s rapid response to pilgrims’ needs.

The ministry added that the center continues to improve service quality in line with best global practices by applying quality standards and continuous improvement measures under the COPC standard. It is also automating work procedures and strengthening integration with partner entities to further expedite processes and enhance service efficiency for pilgrims.

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