The Pilgrim Care Center, operating through the unified number (1966), represents a primary pillar in the communication framework serving Hajj and Umrah pilgrims as well as visitors. It provides support and guidance services, receiving inquiries, reports, and feedback around the clock in over 11 languages, thereby elevating service quality in alignment with the goals of Saudi Vision 2030 and the Pilgrim Experience Program.
The Ministry of Hajj and Umrah explained that the Center relies on an integrated digital and operational system linked to field centers and relevant entities. This setup accelerates response times, enhances the efficiency of handling requests, directs beneficiaries to appropriate channels and services, monitors reports, and measures pilgrim satisfaction—addressing their needs throughout every stage of the journey from arrival to departure.
The Ministry stated that since the start of the Umrah season on Dhul-Hijjah 15, 1447 AH through today, the Pilgrim Care Center has handled over 134,000 calls, achieving an overall satisfaction rate of 91.45% and an average response time of 3 seconds. During the 1447 AH Hajj season, the Center processed more than 330,000 calls with an average response time of 10 seconds and zero missed calls, while beneficiary satisfaction reached 93.13%—indicators that reflect the efficiency of the operational ecosystem and its rapid response to pilgrims.
It added that the Center continues to enhance service quality in accordance with global best practices by implementing quality and continuous improvement standards accredited under COPC standards, alongside automating workflows and reinforcing integration with partner entities to boost efficiency and accelerate service delivery.
The Ministry of Hajj and Umrah reaffirmed the Center’s ongoing readiness to receive inquiries from pilgrims and visitors via the unified number (1966) around the clock. It invited pilgrims to utilize the Center’s services whenever needed to ensure prompt support and guidance, enabling them to complete their journey with ease and peace of mind.
