96% pilgrim satisfaction in quality of Haj service

The Ministry of Awqaf and Religious Affairs (MoARA) praised the successful Haj pilgrimage from the Sultanate of Oman during 1446 AH, corresponding to 2025.

The Omani Haj Mission reported significant improvements in services for Omani pilgrims in Mina and Arafat, with a 96 per cent success rate in a poll on 27 indicators of service quality during the Haj 1446 AH (2025) compared to 85 per cent in 1445 AH (2024).

Speaking to the Observer on the sidelines of the annual Haj conclusion press conference, Ahmed bin Saleh al Rashdi, Under-Secretary of the Ministry of Awqaf and Religious Affairs and Head of the Haj Mission for 1446 AH, said satisfaction with Haj and umrah companies reached 98 per cent.

“Similarly, the satisfaction rate with security services reached 100 per cent, and with health services reached 99 per cent during the Haj season of 1446 AH. The level of satisfaction based on the overall services provided at Mina and Arafat camps reached 96 per cent, compared to 89 per cent for the 1445 AH season,” he said, appreciating all those involved in making the season smooth and hassle-free.

Regarding Haj and Umrah companies in Mecca and Madinah, he stated that the pilgrims’ satisfaction rate with the performance of the rituals, including awareness, guidance, logistics, food services and other services, exceeded the expected levels.

Additionally, Oman’s quota of 14,000 Haj pilgrims has been maintained, and efforts are ongoing to keep it the same.

“The satisfaction rate with the electronic registration system for pilgrims from the Sultanate of Oman reached 99 per cent. The number of pilgrims who travelled by land reached 5,122, and by air reached 8,878. The satisfaction levels with entry and exit services via land and air ports reached 97.6 per cent, which is a commendable achievement. In addition, the mobile vehicle initiative for performing the Tawaf and Sa’i rituals targeted 450 elderly pilgrims and those with special needs,” he said.

A total of 14,000 pilgrims attended Haj this year. Additionally, there were many qualitative initiatives during the Haj season of 1446 AH, including the ‘Awqaf Bait al Rabat’ initiative, which benefited more than 150 pilgrims, with a total amount exceeding RO 150,000.

On the other hand, there were challenges, according to Al Rashdi, which include the delay caused in approving the quota of service elements accompanying Haj companies, organisational and administrative challenges in pilgrims’ transit via the land route, and the readiness of the camp infrastructure during the pilgrimage.