By booking a tour, flight, accommodation, travel advice, or any service with Makkah Gateway, you agree to abide by our Terms & Conditions. Please review these terms thoroughly before completing your booking. We may update these terms without prior notice. Upon receipt of your tickets, please check them immediately and inform us right away if any information appears incorrect or incomplete. We are not responsible for any issues that occur if discrepancies are not reported as outlined in your invoice. The information provided is based on details from the Principal at the time of booking, and any changes will be communicated to you promptly. Ensure that your travel documentation is accurate and complete.

⇰ Visa Application

To apply for a visa, your passport must be valid for at least 6 months from the date of travel, have two blank facing pages, and be a digital (not handwritten) passport. For non-EC (Non-British) passport holders, proof of UK residency is required for Hajj visa applications. Non-EC passport holders must have permanent residency, a student or work visa, and at least 6 months of UK residency remaining from the date of departure. Note that we may retain your passport until visas are issued, which may be close to your departure date.

⇰ Prices & Rates

Makkah Gateway reserves the right to adjust package prices without prior notice. You will be informed of any changes. Airline ticket prices may increase if surcharges are imposed, and government charges or supplier price changes may also affect the package price.

⇰ Accommodation Policy

Makkah Gateway reserves the right to provide an alternative hotel if the initially agreed option is unavailable. Hotel prices are subject to change until full payment is received and may vary based on availability. Agency is not responsible for the quality of services provided by the hotel. Client can contact administration of hotel directly to claim on volume and quality of provided services. In case of any issues during check-in or check-out, please contact the Agency.

⇰ Deposit Requirements

Deposits only secure your booking and do not guarantee the fare. To avoid any fare increases, we recommend settling the balance as soon as possible. A deposit of 50% of the total amount is required to secure your booking. Prices are subject to availability.

⇰ Cancellation Policy

Flight tickets are non-refundable after any cancellation, though they may be changeable based on the airline's policy, which could include flight change charges. A 50% administration fee will be applied to your deposit if you cancel before ticket issuance.

For Umrah Package cancellations before issuing flight tickets, hotel, and transport vouchers, a 50% administration fee will be charged per passenger on your initial deposit, with the remaining 50% refunded. For cancellations after issuing these documents, we will consult with the airlines regarding refund possibilities upon request. We will respond within 48 hours. Any refunds will be based on the airline's instructions after deducting the administration fee. All other vouchers are non-refundable.

⇰ Tickets Policy

We recommend reconfirming your flight 72 hours before departure. Tickets are non-changeable and non-refundable, subject to conditions. Prices are not guaranteed until tickets are issued. We are not liable for flight delays or cancellations, whether due to weather, industrial action, or other reasons. In the event of a flight disruption, we will assist in finding alternative arrangements, but it is crucial to have sufficient travel insurance. Check your tickets upon receipt and notify us immediately of any errors or omissions. You will be responsible for any fare difference resulting from changes to your flight, hotel, or transport vouchers.

⇰ Luggage Allowance

Baggage allowances vary by airline. We advise you to check with your airline regarding baggage policies before your departure.

⇰ Check-In Hours

For security reasons, we recommend checking in 3 hours prior to international flights and 2 hours for European or domestic flights. Check-in typically closes 1 hour before departure, so allow ample time to reach the airport.

⇰ Meal Preferences

If you haven't already made meal requests, let us know, and we will forward your request to the airline. Note that while the airline will make every effort to accommodate your request, it is not guaranteed.

⇰ Availability Guidelines

All services are subject to availability and our Terms & Conditions. Makkah Gateway reserves the right to refuse service at any time without notice. We will do our best to meet your needs if communicated at the time of booking. If we cannot provide what was agreed upon, an alternative option will be offered.

⇰ Complaints Handling

If you are dissatisfied with our services, please submit a written complaint within 21 days of the incident or 7 days after returning from your pilgrimage/Umrah. Complaints submitted outside this timeframe may result in delayed resolution.
Email your complaint to: complaints@makkahgateway.co.uk

⇰ Disclaimer

While we take reasonable care to ensure the accuracy of the information provided, we cannot guarantee its exactness as it may come from third parties. We reserve the right to modify this information, including these terms and conditions, at any time without prior notice. It is your responsibility to review these terms and conditions for any changes. The Company has made every effort to ensure that all representatives, agents, and tour operators used are reputable. However, we do not have direct control over these organizations and are not responsible for any services, actions, or omissions by them or their employees. The Client agrees that bookings are subject to the terms and conditions of such firms, companies, or individuals, who will provide services to both the Company and the Client.

In the event of cancellations or changes due to circumstances beyond our control—such as war, riots, civil disturbances, strikes, natural disasters, terrorist acts, technical issues with transportation, or other unforeseen events—the Company will not be held responsible.

All personal belongings, including but not limited to suitcases, carry-on luggage, wallets, purses, medicines, electronics (mobile phones, tablets, laptops, power banks, etc.), and any other items the client brings during travel, are at the owner's risk at all times. The Company does not accept responsibility for the Client's failure to keep track of, protect, or secure passports (with valid expiration dates), visas, or other travel documents.

Given the nature of travel and the high volume of people involved, there is an increased likelihood of exposure to viruses and airborne diseases. Therefore, it is your responsibility to ensure your well-being at all times. The Company cannot be held liable for personal accidents, illness, or death during your travel or stay. We strongly advise obtaining suitable travel insurance for your journey.

Local health and safety regulations in the destination country will take precedence over any standards or expectations from the UK. The Company makes no representations or warranties regarding flights for travel packages, including the adequacy of time to perform specific religious practices.

Hotel star ratings are based on local standards, and some rooms may accommodate different numbers of people than initially stated. During busy travel periods, hotels may add extra beds to rooms at their discretion. We do not book rooms with the intention of adding extra beds or choose hotels that practice this as a cost-saving measure.

We aim to make your travel experience as pleasant as possible. However, the high volume of people from various backgrounds may affect your experience. The Company cannot be held responsible for such impacts.

The services provided are offered in good faith and with the best intentions to meet your expectations. However, neither we nor our agents or sub-agents can be held responsible for any shortcomings beyond our control. No express or implied guarantees are made regarding the accuracy, completeness, or fairness of the information provided, and it should not be relied upon as such. Opinions and estimates are based on our judgment at the time and are subject to change without notice.

The local authorities in the destination country are solely responsible for transportation and accommodations between various locations. Our local agents have no control over these aspects, including timing, quality of transport, duration, or facilities. While they will assist where possible, we cannot be held responsible for any related issues.

The responsibility for accommodations and services at specific locations also falls to local authorities, and while our local agents will offer assistance where possible, the Company cannot be held accountable for the quality of these services.