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FAQS
Online check-in for your flight

Checking in online, easy as one, two three:

By checking in online you can print your boarding pass before going to the airport; this allows for you to walk into the airport and just drop off your luggage at the airline counter and go directly to airport security. What’s better is that if you don’t have any checked luggage you can go straight to airport security.

When can I check in online?

It all depends on the actual airline, but a general rule to follow is you can check in online 24 hours before your actual flight until 1-2 hours before your plane departs. However, to be sure make sure that you always check with your airline carrier as they have their own procedures that they have established.

Low-cost airlines may let you check in up to 30 days before departure, yet if you do not have a boarding pass before coming to the airport you may face a penalty.

What do I need to check-in online?

All you need to check in online is your airline booking reference code. You will most likely find them in a confirmation email sent by BookUmrah. There may be an instance where your confirmation email may contain more than one airline booking reference, or somebody else has the same airline booking reference. Don’t worry as all passengers will be flying together.

If you do not have a confirmation please contact BookUmrah directly as this obviously essential in flying to Makkah to perform Umrah.

Cancellations

BookUmrah understands that there are instances that you as a customer, will not be able to attend your flight package to perform Umrah. We, as a company will obviously do our best to make your cancellations as easy as can be. However, BookUmrah may not be able to refund your purchase if you bought a ticket for an economy class flight, or if you bought a ticket from a low-cost airline, in which case it is up to you to contact the airline to negotiate a refund.

BookUmrah cannot refund tickets after they become invalid (if the flight has passed), or if the rules on the airline ticket state that the ticket is non-refundable or non changeable. If you would still like to cancel your ticket, please contact BookUmrah.

Please contact [email protected]
Amendments

Oh no, your plans have changed! BookUmrah understands that travelling does not always go smoothly, in which case we can help you by amending your ticket. Please note that with low-cost airlines and budget tickets we will not be able to amend the ticket and you will need to contact the airline directly. You may have pay the difference on the ticket change and fare rule.

BookUmrah does allow for you to ask us directly to amend the ticket with our services, yet that will incur an administration charge that depends upon the actual ticket

Regarding the any misspellings in the name of the ticket, BookUmrah will be able to amend them with an administration fee that depends on the ticket itself. For any mistakes due to wrong / misspelt names inputted by the lead passenger on our website, the charge will be incurred to the lead passenger.

Furthermore, BookUmrah will not allow any transferring of tickets to another person who has a different first name and or a different last name. The airline may even deny you access to the flight if the identity on the ticket and the actual person do not match. Yet, again with low-cost airline tickets it is up to you as a customer to consult them.
Flight delays

Oh no! Your flight has been delayed and it is now impeding your Umrah experience, the airline itself may offer you an alternative flight or maybe a full refund (which will not be provided if you accept the alternative flight) and if much inconvenience is caused the airline also will pay a compensation amount directly to you. BookUmrah will contact you when we are notified of said delay, or cancellation. In addition, if you have booked two one-way tickets any amendments or cancellations does not affect the other ticket this may not be the case for e-tickets so BookUmrah implores you to contact your airline.

You may be able to receive compensation directly from the airline itself according to EU regulation 261/2004.

If you have a connecting flight and either your departure plane or arrival plane is delayed or cancelled it is up to the airline itself to provide you an alternative flight. Yet, to reiterate again if you have a budget reservation consisting of two one-way tickets then it is up to you to book the ticket again. BookUmrah may be able to do this for you so do contact us.
Special assistance

BookUmrah knows that certain people require additional help or space for a variety of things, namely:

  • Special baggage (bicycles, wheelchairs, sports equipment, musical instruments, etc.)
  • Special meals on board
  • Special assistance at the airport
  • Passengers with reduced mobility or passengers who need a wheelchair


As you can understand most airlines have a limit to how many special assistance cases they can take on board (due to the limitations of space on the plane), therefore BookUmrah allows you as a customer to make a request directly on our website to ensure that your Umrah is very relaxed. However, regarding low-cost airlines we do not deal with special assistance with them directly, it is up to you as a customer to contact them.

Passengers requiring a wheelchair:

Please specify if:

  • You need a wheelchair to pass through the airport but you can climb the aircraft steps and walk inside the cabin.
  • You need a wheelchair to pass through the airport and you also need assistance up and down the aircraft steps but not inside the cabin.
  • You need a wheelchair upon arrival at the airport and inside the cabin.


If you intend to travel with your own wheelchair, please tell us if it is a:

  • Wheelchair that is manually operated
  • Wheelchair powered by a dry or liquid battery (wet cell).
  • We will also need to know the size and weight of your wheelchair.


If you need assistance during your journey, please have all the relevant information before contacting our agents.
Booking

There are several problems when booking a flight. This section aims to ease any qualms you may have about booking your flight.

Unborn infant - If your child is unborn please only book a ticket for yourself. Remember low-cost airlines will require for you to contact them directly. When the infant is born you must then contact us to book the ticket.

Infants – These are passengers who are under 24 months old. Infants usually pay 10% of an adult ticket (yet this depends on the airline entirely). Furthermore, infants must sit on the laps of their mother or father. If your infant requires a separate seat then may be provided a rear facing seat: (the approved seat for a child) this will also mean a possible additional applicable fare. Since BookUmrah allows for Umrah, the flights will be typically long and most airlines should have sky cots for your infant. Yet, it is directly up to the airline to provide a sky cot. Finally, if your child is one-year old at the time of departure for the flight and two upon the arrival of the plane then you must a child ticket.

Child – These are passengers between these guidelines, over two years and under 12 years. If your child is under 11 on the departure of the plane then they fall under the umbrella of adult unfortunately.

Adults – These are passengers who are 12 and over.

Holding a flight – Anyone familiar with travelling abroad would understand that ticket prices on planes change consistently. Therefore, BookUmrah cannot hold any tickets.

Duplicate reservations - Reservations are considered duplicate when the same passengers travel on the same flights, on the same dates and with the same airline.

If you have duplicate reservations please contact us so we can cancel one of the bookings and request a refund from the airline. However, please be aware that not all airlines may authorise this type of refund.



United Kingdom
Support 0207 702 1709

This number is exclusive for modifications, schedule changes. cancellations, name changes, booking status, refunds, payments or general queries.

Mon-Fri: 08:00-20:00 (UK time)
Sat-Sun: 09:00-18:00 (UK time)
International call 0044 702 1709 (international rates apply)
FAQS
Cancellations

Cancellations or amending your hotel booking is permitted until a specified date. This may incur a cost for said modification or cancellation charged by the hotel provider which will be included in the confirmation.

Additional information includes that the specified date is based on the hotels local time.

Regarding the conditions of cancelling or amending your hotel room there are two primary conditions non-refundable and free cancellation.

The term non-refundable means that’s some parts of the hotel package (including the total hotel price) will be charged, if you change or cancel your booking. This is stated in the terms and conditions of each room which is provided in our confirmation email.

Free cancellation means that certain aspects of your hotel service or package when modified or cancelled will not lead to a penalty. However, one must remember that these terms are in the bounds of the hotel, and BookUmrah has no input into these terms. Another important note is that these free cancellation aspects usually have an expiry date.

Special offers are variables as they apply differently to each hotel room, this will be provided in the automatic confirmation email.
Paying for my hotel reservation

Hotels usually require a payment card in the booking process to book your hotel room. Some hotels charge this when booking your package (in your current country) and some prefer you to pay everything at check out.

Deposits like most things regarding hotels are all dependant on the hotel itself. Most hotels do not require deposits yet if it is necessary it will be stated when you either book, and in the confirmation email. Yet, BookUmrah with its experience in Saudi Arabia do know that most hotels prefer payment in the booking process.

Check-in and check-out

Check-in is the process when you arrive at a hotel reception. You will have to submit your documents, complete booking payments and in turn they provide you your room keys. You will also need to submit a proof of identification or passport to identify yourself. If your booking has not been prepaid it will require you to pay for your stay. Remember that although some hotels have 24-hour check-ins others close in for the night. Make sure that you verify the check-in terms and conditions.

Checking out as the name suggests is the process of leaving the hotel room. At that moment, you must pay for extras (food drink and of course other room services) as well as the fact that you should return the room keys. Most hotels have a check out time between 9 am to 12 pm. This may differ however depending on hotel.
Special requests

If you require a hotel that has facilities for disabled travellers, you must filter this in on your search at BookUmrah for your ideal hotel while searching or booking for Umrah.

Other special requests may include, having a view of the Holy Mosque from your room, arranging direct transport from the airport to the hotel, baby-cot, higher/lower floor, inter-connecting rooms and non-smoking room. Going to Umrah is a very special moment in people’s lives and BookUmrah aims to facilitate that. Yet, it is up to you as the customer to let BookUmrah.com know of any special requests. Special requests are always subject to availability and takes at least 48 hours for a response from the hotel.

Paying for your hotel booking comes as mentioned in other sections in two possible ways. Firstly, an initial pre-pay payment (where you pay a full payment upon booking your hotel) or pay-later (where you pay for your stay when you check out). When you book a hotel, you will be able to see the hotels rate and conditions (all included in the confirmation email) on:

  • Cancellation and modification policies
  • Room and bed size
  • Cost of breakfast (if not included)
  • Not included charges (i.e. local taxes)
FAQS
How many drivers do we have and support for logistics for transfers?

We have a pool of drivers available to us with varying vehicle types to match our transfer needs. To keep everything in order and to manage the fleet available to us, our partner, Badir Global runs the operation for us in KSA.

Where can I find my details of transfers?

Your travel or transfer manifest will have your journey segments confirmed on it. It will also have 2 contact numbers of Mr. Gazi Syed 0556658711 and Mr. Noor Amin 0502388231 for emergency and general logistics.

Will the transfer management team in KSA contact me, if so, when?

Our Transfer Management Team in KSA will provide the actual driver number for your transport journey 12 hours before it is due to start. This is to ensure there are no last-minute driver changes or communication gaps once the driver working shifts are reconfirmed at the start of each working day.

Therefore, it is important you have a contact number made available to us for our team to pass you the driver numbers accurately or reach you in the case of any unforeseen changes to your schedule. With the difficulty in obtaining a local sim-card (fingerprint required) it is sometimes more practical to use SMS or Whats App on your UK number. Alternatively, do take a pay-as-you-go UK sim from the UK to make short calls to them. Do remember to give us this number if you choose this method.

Should I only rely on the transfer team to contact me before any segment of my journey?

Whilst our team is greatly experienced and well-trained in all areas of operations, the responsibility is on you to contact us for the driver number at least 12 hours before your transport journey begins. Please consider we are co-ordinating many people’s transfers at the same time so do introduce yourself clearly with your transport route, and avoid calling at unsociable hours. In the event of no answer, please leave a message and a reply will follow as soon as we can attend to it. In some events the driver number may be delayed but never panic as your journey is always confirmed.

What happens upon arrival at the airport?

Upon arrival to KSA, there is no way for the driver to measure how long it will take you to come out of immigration and to the car park. The driver is not permitted to stand indefinitely inside the terminal holding a name placard due to overcrowding concerns from airport officials. Therefore, he will wait in the car park which is located directly outside the exit doors or your arrival terminal. A quick phone call is required at this moment (preferably 15 minutes) before your exit from the terminal.

What type of vehicle should I expect?

Your vehicle type and journey will have been chosen from the UK at the time of your booking so please check at that moment if the service matches your need. It is very difficult for our team to change your journey routes and vehicle types later, so please ensure you book accordingly.
FAQS
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