…Call for refund to pilgrims for services not rendered
The Association for Hajj and Umrah Operators of Nigeria (AHOUN)
has called on the Federal government to probe 2024 Hajj operation immediately in order to restore sanity and ensure future pilgrims are not subjected to poor services and bad experiences they went through this years.
Besides the probe,AHOUN the umbrella trade association for all the tour operators involve in the
organization of Hajj and Umrah services for the Nigerian Muslim population has also called for refund of payment made by pilgrims for services not rendered.
The association said in a press release that after a thorough review of the activities of the Hajj 2024 and collation of reports from members the NEC found it imperative to make it’s findings known to the general public, essentially as it has presented it’s report and complaints to the regulator the National Hajj Commission of Nigeria (NAHCON).
Details of ,AHOUN complaints runs as follows:
“For the record we want to start by appreciating our service provider the Ithra Alkhair for their effort to improve on the Muna accommodation at camp D
this year which was far better than the one provided last year.
“However, there were reported in adequate convenience (Toilets) at service center 18.
There was only one toilet block that served over 2000 pilgrims. This has led
to hardship for the pilgrims. A situation where a person spent a minimum of
30 minutes on queue to pass urine is not right by any standard.
“At the same service office 18, there was acute shortage of space to accommodate the number of pilgrims that arrived late to Muna on day of Tarwiyya, which necessitated the opening of another camp about 300m away.
“The logistics in terms of supply of food and other necessities to the new camp made pilgrims to suffer unbearable difficulties. Same challenges of space
shortage affected the Arafat experience at Service center 18. People were
jampacked in an inhumanly condition in some tents, while several decided
to stay outside in scorching heat of the day of Arafat.
“The food experiences were the same as last year. In fact, the quality, test
and menu of last year’s was better than this year. We beg to ask how
Pakistani chefs can be able to deliver Nigerian cuisine and taste. We
demand to know those that are responsible for the appointment of the
caterers this year.
“We can no longer accept this perennial abuse of our pilgrims to accept anything as food despite paying handsomely for it.
“Unlike the zone 5 mixed experience, the worst ever experience in this year’s
Hajj was at the tent A. Many pilgrims that paid heavily for this service could
not have access to the camp both pre-Arafat and post Arafat. In fact, some
had to resort to tent D service to be able to perform the Hajj.
“The pilgrims that were able to access the service experience their worst nightmare, overcrowdings, poor sanitary condition and bullying from security personnel which forced some to abandon the camp and return to Makkah to complete their Hajj rites. The tent A service this year like the previous years was characterized by lack of transparency, racketeering, profiteering and poor organization.
“On a single pilgrim some of us paid double camp fees for camp
at zone 5 and zone 1. Apart from the exorbitant amount of the basic services
paid including another element in transport upgrade that was introduced.
Despite all these, many Pilgrims couldn’t have access to the service. This is
the peak of any contractual breach, and we demand immediate reconciliation and payment of refund to the affected members by the management of Ithra Alkhair.
“There were reported delays on the outbound trip to Muna by many of our
members, which led to many pilgrims arriving the camps late in the evening.
In fact, a particular company reported that its pilgrims trek to Muna via
Aziziyya because the transport company failed to provide bus to convey the
pilgrims.
“All these avoidable crises have its genesis which include among other
things:
- The refusal of NAHCON to remain within its regulatory purview as a
regulator and umpire in the Hajj project. The Commission has turned
itself into operator, directly participating and gaining monetary return
in any aspect of the operation. - The refusal of NAHCON to allow us to try another experience with new
Mutawwif despite the failure of the current Mutawwif for several years
to get things right. It was on record that last year we searched and recommend 2 new Muttawwif to the Commission for approval, however, we were forced to settled on the same old Mutawwif. We are determined to resist any arrangement in the future where the
Commission will continue to determine the faith of our pilgrims at the
detriment of our members. - The Commission dragged our legs for over 2 months on the promise
that the FG has included tour operators in the grant of foreign echange concession. We couldn’t release our fares neither market our packages for almost 3 months, however, when the final approval of N90billion subsidy was graciously granted by the FG, up till now we were not call upon by NAHCON to consider the fate of our pilgrims.
Are our pilgrims not Nigerians. - The refusal of the Commission to transfer money into the IBAN
account of many members at the right time to enable them to
complete the Visa processes. This has led to late hour rush and failure
by the service providers to get the correct numbers of our pilgrims.
This has also led about 160 pilgrims to miss Hajj due late issuance of
their visas and lack of airline to airlift them. - The continues refusal by NAHCON to grant official visa to company
owners even though the Ministry of Hajj has been approving such
privilege to us over the years. This has strangulated our members to
move freely around to address some of the problems been faced by
our pilgrims. - The nontransparent manner of allotment of Hajj slots to the Ministry
of Foreign Affairs and the National Assembly from the allocation
specifically given to us by the Ministry of Hajj, thereby creating a back
door market for their members of staff. - Most of the companies that faced delay in the completion of their
visas was caused by the arbitrary charges on exchange rate far above
the market rates by the Commission. At some point NAHCON charged
up to N1,580 to the dollar. This is despite the 2% transfer charges
payable to the CBN. - The 2% CBN charge on the total amount transferred to each company
is a huge swindle to our members. For example, each of the 110
licensed company for the Hajj 2024 deposited the some of N25m to
the Commission’s account with CBN making a total of N2.75 billion.
These amount from experience may remain at the CBN’s coffers for
the next one year and nothing is paid to our members in return. Same
CBN goes on to charge us 2% without commiserate interest on our
deposits. - Our members paid over 1.9Billion as services charge to the Commission this year alone, at the rate of $100 per pilgrim. We severely kicked against the dollarization of the Hajj operation, but the Commission continued to do that at detriment of the unsuspecting Mutawwif (Ithra Alkhair) should immediately reconcile with our members to refund every single service that wasn’t provided both in Muna and Arafat for this year because of their actions and inactions.
- They should also refund with immediate effect, all our outstanding
claims for unutilized visas for the 2022 Hajj and the failed service provision for last year’s Hajj (2023). We are determine not let any of our members loss a dime for services paid and not enjoyed. - With the new policy of government withdrawal of subsidy on Hajj matters, we wish to call on NAHCON to stop all charges on our members including the dollar equivalent we pay as service fees.
- While we agreed that NAHCON has the right to charge licensing fees,
we believe the Hajj license is the most expensive of any licensing
regime in Nigeria. How can anyone justify a fee of N1m for a license
that has only 2-month validity. - What happen to the component of the international pilgrims out of the
N90b approved Hajj subsidy. Aren’t they Nigerians? - Our members deserve the right for official visa during Hajj operation,
because the Ministry of Hajj provide such as a percentage of the total
allocation to Nigeria. Some of the problem our pilgrims face during
Hajj can be easily addressed by us if we can move freely. - The need to investigate the laws and acts that regulates Hajj affairs is
very urgent and we implore those saddle with such responsibilities to
act now to safeguard the Nigerian Pilgrims. - Finally, we call on the Federal Government to as a matter of urgency
set up an inter-ministerial and credible panel to review this year’s Hajj
activity with the aim of restoring sanity into the future operation. - We wish to appeal to those Pilgrims that suffered avoidable stress and
trauma because of this event to accept our deep regrets and apologies. We pray Allah reward them for their good intentions to visit His Sacred House. We implore them to bear with our members for the refund of their monies pending on the resolution of the issue with
NAHCON and the Mutawwif.
As a credible body we will ensure our bona fide members do the right things
by negotiating best terms for the refund of their customers’ money.