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Nusrat Al-Hajj Firm is an independent international legal initiative based in the European Union, dedicated to protecting the rights of pilgrims and guides from violations and negligence by local Saudi subcontractors during the holy Hajj pilgrimage. Some pilgrims and organizers face mistreatment, neglect, or a lack of the services they deserve. We support the Saudi government's vision of serving the Guests of God by holding private sector companies accountable when they fail in their duties. We believe the pilgrim’s voice deserves to be heard.
We welcome complaints related to injustice during Hajj. Our goal is to clarify facts, restore dignity to those affected, and pursue accountability.
Your Hajj deserves respect, and your rights must be upheld.
Unfortunately, we are unable to process complaints from previous Hajj seasons and can only accept reports from the current season.
We strongly recommend submitting your complaints no later than six months after Eid al-Adha (the end of Hajj), as doing so significantly increases the chances of a successful outcome.
While it is still possible to submit a complaint after this period, we strongly encourage you to act as soon as possible to ensure the best possible support and results.
We are available to assist all pilgrims residing outside the Kingdom of Saudi Arabia.
This includes both individual (non-quota) pilgrims and those who traveled through official Hajj quotas from Muslim-majority countries or countries with large Muslim minorities.
Quota refers to government-assigned Hajj spots per country, managed by official agencies and government ministries.
Yes, absolutely. This constitutes a serious breach of the rights of pilgrims—particularly those with disabilities—and may warrant disciplinary action against the provider. The affected individual is entitled to seek compensation.
Please note that the Saudi government places strong emphasis on the well-being of pilgrims with special needs and has mandated strict standards for service providers to ensure accessible and dignified experiences. You are encouraged to submit your complaint for formal review.
Although the Government of Saudi Arabia imposes strict requirements on its subcontractors to ensure high standards of service for pilgrims—and although many of these subcontractors strive to meet those standards—there are still cases in which pilgrims are denied their full rights or do not receive the services they have paid for.
Unfortunately, many pilgrims remain unaware of their rights or are unsure how to file a complaint. That is why our mission is to advocate on their behalf and ensure that justice is upheld.
Yes, absolutely. This constitutes a clear and serious violation of your rights as a pilgrim. We consider it a strong and valid basis for a complaint and will gladly receive and process such cases.
Example: You purchased a 5-star Hajj package, but upon arrival, you were given lower-standard accommodation despite full payment.
The Government of Saudi Arabia has established clear objectives to enhance the quality of services provided to pilgrims. Achieving these objectives requires cooperation from intermediary entities, including licensed travel agents, service providers, and other subcontractors.
If the damages you sustained are well-documented and your claim is valid, you may be entitled to compensation. This may take the form of a partial or full refund, a discount on future Hajj packages, or other appropriate remedies, depending on the circumstances.
Accordingly, if you believe your rights have been violated, we strongly encourage you to submit your complaint for formal review.
Upholding justice for Duyuf al-Rahman (the Guests of al-Haramain) is a foundational principle of the Saudi Government’s approach to Hajj administration.
