Farrukh and his family of five paid more than 36 36,000 through the new Motawif portal introduced three weeks ago. “When my money ran out, I thought my job was over,” Farrukh said. He said “thank you very much, we collected all your money, but your package failed”. And it stopped there. “ Ten days later, Farrukh says he is still waiting for updates. The flight he paid for was on Tuesday. “I called the airline and they told me I was not on any flight. I did not expect it because I am not even in the process of getting a visa yet in the process.” Saudi Arabia unveiled the Motawif Gate earlier this month, where travelers from selected countries, including the United Kingdom, had to book through a lottery system to travel to Hajj – the annual Islamic pilgrimage to Mecca, Saudi Arabia. The new gateway cut off UK-based tour operators who typically organize the trip for around 25,000 British Muslims each year. Many travelers who had previous bookings for this year’s hajj had to arrange a refund before they could book through the portal. Traveler groups have created Whatsapp groups to share experiences. Many say they have paid with debit cards after being given only 48 hours to complete the arrangements, but that despite the money leaving their banks their bookings still appear as “Failure”. Motawif told Farrukh: “We are working diligently with the airline to get extra capacity and we are in the process of arranging your flight. “Please note that we make every effort to accommodate you on another flight or to provide an alternative. “We recommend that you prepare for your trip to the hajj and wait for further information from us.” Image: Travelers worried about their trip to Hajj, Farrukh notified that package failed There are concerns that pilgrims seeking refunds will lose exchange rates and booking fees. Some say flights have changed with less than 24 hours notice, hotel options have been downgraded without notice and in some cases people have been evacuated from the airport. “People are running and calling their banks, reading small letters and really, it’s not our fault,” Farrukh said. “We paid, we went through the process, we did what we were asked to do. I even did the PCR – in case someone takes a flight out of their hat tomorrow, I’m ready to go.” Image: Groups of Hadj travelers set up Whatsapp groups to share experiences Authorities in Saudi Arabia have not responded to Sky News’ requests for comment, but a Motawif agent previously told us that the system was designed to tackle fraud and make the Hajj more accessible. Sources close to the Hajj Ministry told Sky News that a special team has been set up within the department to deal specifically with the “crisis”. On its website, Motawif says it is the first portal in the field to revolutionize the direct-to-consumer booking process. It appears to be a pilot project for this year’s pilgrimage to a reduced quota of 3,500 British travelers. “I do not feel cheated,” Farrukh said. “I feel like a lab rat.” Picture: Momina decided to go on the trip with low expectations and would sleep in the mosque if needed Momina Khatun’s booking was successful, but her package was downgraded without notice. Asked if she was not at all worried about her trip, Momina said: “No completely, no. In the back of your head you think ‘Okay, I have not received flight confirmations or hotel reservations.’ If there was clear communication, I could tell “Yes, I’m ready to leave.” “My husband and I talked last night and decided to go with low expectations,” he told Sky News. “If something good happens, then it’s a bonus. We’re just going to sleep in the mosque or you know, we’re just plotting the worst-case scenarios. That’s it.” Image: There is widespread confusion for British Muslims hoping to travel to Hajj The Hajj Council for Britain says 90 per cent of British pilgrims hoping to make the Hajj this year have been influenced by Motawif.
