Riyadh: The Ministry of Hajj and Umrah has approved the results of its evaluation of companies providing services to international pilgrims for the 1447 AH Hajj season, as part of its ongoing efforts to enhance services, improve quality, and strengthen transparency in assessing the performance of service providers, in line with the objectives of Saudi Vision 2030 and the Pilgrim Experience Program.
According to Saudi Press Agency, the evaluation covered companies contracted by pilgrim affairs offices, companies contracted by affiliated organizers, and companies operating under the direct Hajj model. Companies in each category were classified into three tiers based on the approved evaluation results: Tier One (Outstanding Performance), Tier Two (Very Good Performance), and Tier Three (Good Performance).
The ministry stated that the evaluation is updated annually following each Hajj season and is based on two main criteria: Compliance and Adherence, which account for 60%, and Quality of Service Performance, which accounts for 40%.
The assessment utilizes field monitoring, documented data and evidence, and pilgrim satisfaction assessments. It also includes the receipt, review, and resolution of objections before the final results are approved, ensuring the accuracy and fairness of the evaluation.
The ministry noted that publishing the evaluation results is part of its efforts to promote transparency and keep relevant stakeholders informed of the assessment outcomes. It aims to encourage service providers to continue improving their performance and enhance the quality of services offered to pilgrims.
Additionally, the ministry highlighted that approving and publishing the evaluation results builds on its efforts to further develop the international pilgrim service system. The initiative seeks to improve the quality of services offered to pilgrims, ensure an objective and fair assessment of service providers' performance, strengthen compliance with regulatory and operational requirements, and support continuous improvement and regulatory decision-making. It also aims to foster a culture of positive competition among service providers and encourage them to adopt best operational practices, ultimately enhancing the services provided to pilgrims during future Hajj seasons.
The ministry invited those wishing to view the evaluation results of companies providing services to external pilgrims for the 1447 AH Hajj season to visit its website, where the full evaluation results are available.