Kuala Lumpur: Malaysian hajj pilgrims for the 1446H/2025M season are reminded to wear their identification wristbands at all times while in the Holy Land to ensure their safety and facilitate swift assistance in case of emergencies. Lembaga Tabung Haji (TH) Customer Service Manager, Zaini Rashid, emphasized the measure’s effectiveness, citing various incidents where pilgrims were quickly reunited with their groups due to the prompt actions of TH personnel.
According to BERNAMA News Agency, Zaini highlighted an instance involving an 83-year-old female pilgrim who was separated from her family at Gate 13 of the Nabawi Mosque in Madinah. She was located after a local individual contacted the TH control centre number displayed on her wristband. Despite the control centre being based in Makkah, the information was forwarded to the TH team in Madinah, and within less than 40 minutes, the pilgrim was safely reunited with her family.
In another incident, Zaini mentioned a 53-year-old female pilgrim who fainted near Gate 339. Her companions contacted the number on her wristband, and although the call connected to the control centre in Makkah, the team efficiently coordinated with personnel in Madinah to provide immediate assistance.
Zaini stressed that the identification wristbands serve not only as documentation tools but also as a rapid means of identifying the pilgrim’s identity and location when urgent help is needed. Additionally, TH offers free wheelchair assistance to Malaysian hajj pilgrims, ensuring their welfare and comfort during the pilgrimage. These wheelchairs are provided free of charge and can be used throughout the pilgrimage rituals, with seven units currently available for those with medical needs.
Zaini also noted that TH is enhancing complaint management and customer service through the Integrated Information System, which records and channels feedback from Malaysian hajj pilgrims in the Holy Land. The system has achieved a 100 per cent resolution rate within the specified time frame of the Service Level Agreement (SLA).