Booking Policy

1. Booking Enquiry

Customers may enquire about Umrah packages and other travel services through our website, telephone, email, WhatsApp or other communication channels provided by Makkah Gateway Ltd.

An enquiry, quotation request or submission of customer details does not constitute a confirmed booking.

Availability and prices may change until the booking has been confirmed.

2. Booking Confirmation

A booking becomes confirmed only when the required customer information has been received, the requested travel arrangements are available, the applicable booking terms have been accepted, and the required payment or deposit has been received and the booking has been confirmed by Makkah Gateway Ltd.

A quotation or provisional itinerary should not be treated as confirmation unless Makkah Gateway Ltd has expressly confirmed the booking.

3. Prices and Quotations

Prices displayed on our website or provided during an enquiry may be subject to availability and change.

A quotation may include different travel components such as flights, accommodation, transfers, visas, transportation and other services.

The final price and inclusions will be confirmed before the booking is completed.

Additional charges may apply where requested services, upgrades, amendments or additional requirements are added to a booking.

4. Payment

Customers must make payment according to the payment schedule communicated by Makkah Gateway Ltd.

Depending on the booking, we may require a deposit, full payment, a balance payment by a specified deadline, or payment according to an agreed instalment schedule.

A booking may not be confirmed until the required payment has been successfully received.

Customers are responsible for ensuring that payments are made by the applicable deadlines.

5. Balance Payments

Where a deposit is paid, the remaining balance must be paid by the deadline stated in the booking confirmation.

Failure to pay the outstanding balance on time may result in cancellation of the booking, loss of availability or additional charges.

Any cancellation resulting from non-payment will be handled in accordance with the applicable cancellation and refund terms.

6. Passenger Information

Customers must provide accurate and complete information for all travellers. This may include:

• Full name as shown on the passport
• Date of birth
• Nationality
• Passport number
• Passport expiry date
• Contact information
• Residency information where required
• Other information necessary to arrange the booking or visa

7. Passport Requirements

Customers travelling internationally must have a valid passport and any other required travel documents.

Passport requirements can vary according to nationality, destination, visa type and travel date.

Customers should ensure that their passport meets the applicable requirements before travelling.

Makkah Gateway Ltd may request passport information where necessary to arrange travel or visa services.

8. Umrah Visa

Where an Umrah visa or visa-related service is included in a booking, the service is subject to the applicable Saudi Arabian immigration, visa and entry requirements.

Visa approval is not guaranteed solely because a customer has purchased an Umrah package.

Customers must provide accurate information and any documents required for the visa application.

Visa fees and processing charges may be non-refundable where an application has been submitted or processed, subject to the applicable terms and law.

9. Flights

Flight arrangements are subject to the conditions of the relevant airline and fare purchased.

Flight schedules, departure times, aircraft, routes and other operational details may be changed by airlines.

Customers should check their final travel documents and airline information before departure.

Where an airline changes or cancels a flight, the available options will depend on the airline's applicable policies and the terms of the booking.

10. Hotel Accommodation

Hotel accommodation is subject to availability and the terms of the relevant accommodation provider.

The hotel, room type, meal plan, check-in and check-out dates and other accommodation details will be stated in the booking confirmation.

Hotel distances from the Haram or other landmarks may be approximate and can vary depending on the property's entrance or route used.

Customers should rely on the final confirmed booking documentation for the specific accommodation booked.

11. Transfers and Transportation

Where airport transfers, intercity transportation or other ground services are included, these will be subject to availability and the conditions of the relevant transportation provider.

Customers should provide accurate flight and accommodation details to ensure transportation arrangements can be properly organised.

Delays caused by airlines, airports, traffic, weather or other circumstances outside our reasonable control may affect transfer arrangements.

12. Special Requests

Customers may request additional services or special arrangements, including:

• Room preferences
• Connecting rooms
• Accessibility requirements
• Meals
• Airport assistance
• Other travel requirements

13. Changes to Confirmed Bookings

Any request to change a confirmed booking must be submitted to Makkah Gateway Ltd.

Changes may be subject to availability and additional charges, including supplier amendment fees, fare differences, hotel charges, visa restrictions or administrative charges.

No change should be considered confirmed until Makkah Gateway Ltd has provided confirmation.

14. Cancellation

Customers wishing to cancel a booking must contact Makkah Gateway Ltd as soon as possible.

Cancellation charges and refund eligibility will depend on the terms applicable to the specific booking.

Customers should refer to our Refund & Cancellation Policy and their booking documentation for further information.

15. Non-Refundable Components

Some components of a booking may be non-refundable after confirmation or payment. These may include, where applicable:

• Airline tickets
• Hotel reservations
• Visa fees
• Visa processing charges
• Supplier deposits
• Promotional fares
• Transportation
• Tours and excursions
• Other services identified as non-refundable before or at the time of booking

16. Travel Insurance

Customers are strongly encouraged to arrange appropriate travel insurance before travelling.

Insurance should be suitable for the customer's circumstances and should consider cancellation, medical emergencies, baggage, travel disruption and other relevant risks.

Makkah Gateway Ltd does not provide insurance unless specifically stated as part of the customer's booking.

17. Customer Responsibilities

Customers are responsible for providing accurate booking information, checking booking confirmations, making payments by the required deadlines, holding valid travel documents, meeting visa and entry requirements, arriving at airports and other departure points on time, following airline, hotel and transport-provider requirements, and informing Makkah Gateway Ltd promptly of any relevant changes.

Failure to meet these responsibilities may result in additional costs or loss of services.

18. No-Show

If a customer fails to use a booked flight, hotel, transfer or other service without cancelling in accordance with the applicable booking terms, the service may be treated as a no-show.

No-show charges may apply and some services may become non-refundable.

19. Third-Party Suppliers

Travel arrangements may involve third-party suppliers, including airlines, hotels, transportation providers, visa service providers and other travel businesses.

The terms and conditions of those suppliers may apply to the relevant part of the booking.

Where a supplier changes, cancels or otherwise affects a service, Makkah Gateway Ltd will provide reasonable assistance and communicate the available options where possible.

20. Financial Protection

Any financial protection applicable to a booking depends on the specific travel arrangement purchased and the protection arrangements applicable at the time of booking.

Where applicable, details of the relevant financial protection will be provided to the customer.

Customers should review their booking confirmation and relevant protection information carefully before making final payment.

Makkah Gateway Ltd does not represent that every individual travel service or booking is covered by a particular financial protection scheme.

21. Booking Documentation

After confirmation, customers should carefully review all booking documents provided by Makkah Gateway Ltd.

Customers should immediately notify us if they identify an error in passenger names, dates, flight details, hotel information, room type, visa information, or any other booking details.

Failure to notify us promptly may make corrections more difficult or result in additional charges.

22. Communication

Makkah Gateway Ltd may communicate booking information through email, telephone, WhatsApp or other contact details supplied by the customer.

Customers are responsible for ensuring that their contact information remains accurate and that they can receive important booking communications.

23. Events Outside Our Control

Makkah Gateway Ltd will not be responsible for circumstances beyond our reasonable control, including severe weather, natural disasters, government restrictions, changes in immigration or visa requirements, pandemics, war, civil unrest, industrial disputes, airport closures, airline disruption or other exceptional circumstances.

Where such circumstances affect a booking, we will provide reasonable assistance and communicate available options under the relevant supplier terms and applicable law.

24. Consumer Rights

Nothing in this Booking Policy is intended to exclude or restrict any statutory rights that customers have under applicable UK law.

Where mandatory consumer protection legislation applies to a booking, those rights will take precedence over any conflicting provision of this policy.

25. Acceptance of Booking Terms

By confirming a booking with Makkah Gateway Ltd, the customer acknowledges that they have had the opportunity to review the applicable booking terms, cancellation and refund conditions and other relevant information.

The specific terms communicated with the booking may contain additional conditions applicable to the selected travel arrangements.

26. Policy Updates

Makkah Gateway Ltd may update this Booking Policy from time to time to reflect changes in our services, supplier requirements, applicable regulations or business practices.

The applicable terms for a confirmed booking will generally be those provided or accepted at the time the booking was made, subject to any changes required by applicable law.

Contact Information

For booking questions, please contact Makkah Gateway Ltd.

• Makkah Gateway Ltd
• Company Number: 13084240
• Registered Office: 19 Ritter Street, London, England, SE18 4DT