Makkah: A maximum response time of two hours has been set for resolving critical complaints from pilgrims, particularly cases of pilgrims losing their way, in a bid to ensure the smooth conduct of worship throughout the 1447H/2026 haj season. Tabung Haji (TH) Customer Service Unit manager Azrisham Mahmad said this was among the standard operating procedures (SOPs) that must be adhered to, ensuring that every complaint is dealt with promptly.

According to BERNAMA News Agency, Azrisham Mahmad noted that cases of pilgrims losing their way were among the main complaints received, particularly during early arrivals in Makkah and the first umrah, when pilgrims often found themselves separated from their groups. 'For cases involving pilgrims losing their way, immediate action is taken by dispatching a team and vehicles to track them down and bring them back to their hotel accommodation within two hours,' he told reporters today.

He further stated that the customer service team operates 24 hours daily, with special vehicles in place to ensure prompt response at any time. Azrisham highlighted that cases related to luggage damage also accounted for the highest number of complaints so far, following the long journey from Madinah to Makkah. For such cases, a three-day resolution period has been set in accordance with the service level agreement (SLA).

Meanwhile, Azrisham explained that the customer service centre provides various channels, including telephone calls, in-person visits, and through maktab management, to facilitate pilgrims in lodging complaints. He also mentioned that improvements were implemented this year, with customer service centre operations extended to 24 hours a day, from the previous office-hour arrangement.

Azrisham added that other initiatives introduced included the establishment of a patrol team known as 'Semut Hitam' to assist pilgrims in the field and provide directional guidance in hotspot areas.