Terms & Conditions of Hajj 2016 booking
This agreement is made and entered into on 3th September 2015 between
“SHAHEEN TRAVEL & TOURS LTD” and the pilgrims who are travelling to Hajj 2016.
The company obligations under these booking conditions are defined below, please read them carefully before signing the contract form.
- Passport must be valid for at least 6 months from the date of travel
- Passport must have two (02) facing blank pages
- Non-digital (Hand written) passports will not be accepted.
For EC (Non-British) passport holders, we can only apply for a Hajj visa if the applicant is a resident in the United Kingdom. In such case proof of residency will be required when applying for the visa.
Non-European Community (EC) Passport holders must have permanent residency. Student visa or work visa must have entered the UK two months prior to applying. The passport must have at least 6 months UK residency remaining on the visa from the date of departure.
- 4 passport sized photographs in white background.
- Final payment of balance will be required by 11th of August 2016.
We will retain your passport until visas have been issued, which could take until close to the departure date.
Please note that HAJJ is not a holiday.
During this journey the unexpected is often the norm; despite meticulous planning and organization the Hajj journey can never be taken for granted like a normal holiday. Hotels, transport and public services are all pushed to their limits during the Hajj season.Therefore do not expect the same level of service that you are accustomed to in the UK or when visiting outside of the Hajj season.
Due to the large number of pilgrims in a small area, the crowds can be overwhelming. Furthermore, due to major traffic congestion, expect very long delays whilst waiting for busses to arrive and moving from one location to another. While moving from one location to another, these journeys can be very frustrating and unpredictable.
Accommodation in Makkah, Madina & Mina:
We have a 2* Hotel in Makkah named “BURJ AL SULTAN**” (with full board) the rooms are congested, each room has attached small washroom. You should be fully aware of the service to expect from the hotel, however we have negotiated many things on behalf of our Hujjaj therefore we shouldn’t have much of an issue. The hotel management has agreed to provide shampoo, towel and basic service. We will be on hand to resolve any issues you come across.
The hotel’s distance from Haram is that of a 5 minute walk, 10 minutes for senior citizens.
4* hotel in Madina named as AL MUKHTARA INTERNATIONAL** (with full board). The rooms are spacious compared to Burj Al Sultan, attached washroom with each room.
Its distance from Masjid Al Nabawi is a 5 minute walk or 10 minutes for senior citizens.
During the Hajj period, our pilgrims are booked to stay in European tents in Mina and Arafat (with full board). The package will include blankets, pillows and sleeping bags. Transport internally is throughout reliant on Maulim therefore we won’t be aware of arrival time of bus, however we will be updating you on its whereabouts.
**We would like to remind you that hotel star rating in KSA completely differs from the hotel around the world so the ratings shouldn’t be compared to European standards.
Terms and Conditions detailed:
This is your contract with Shaheen Travel & Tours LTD (referred as ‘the company’ onwards). The Company’s registered office address is 33 Parliament St, Peterborough PE1 2LS.
Details of your and the company’s obligations under these booking conditions are defined below, therefore read them carefully. All contracts are subject to the following conditions.
Your contract with the company is made once the following steps have been completed.
On completion and submission of Hajj booking form and required deposit, the invoice by the Company will be sent to you.
Our prices are clearly displayed on the website. While making bookings with our sub agents or on behalf of others, please be informed that our prices will remain the same, irrespective of what you have paid to them.
When you make a booking on behalf of others, you accept our conditions on behalf of all members of group you are representing. The confirmation of the company must be carefully checked and if there are any queries regarding it, please contact us right away. Your contract with the company is subject to English Law governed by the jurisdiction of the English Courts and is deemed to have been made by the company at their offices in London.
The full payment must be made to the Company minimum 8 weeks before the departure date for Hajj. The payment could be made by a bank transfer or cheque (provided there are 5 minimum working days to clear the cheque). Your booking may be cancelled if you fail to make full payment on time as advised. The cancellation charges are clearly defined below (paragraph 4), which will be payable by you after the cancellation.
The Change or Alteration in the Booking:
After we have sent you a confirmation invoice if you wish to alter any arrangements, we will do our best to fulfil it. You must immediately inform us in writing with details of the alteration required. The requested alterations will be subject to availability and the agreement by the concerned suppliers and will be subject to an administration charges of £50/- per person together with any other charges or expenses incurred by us. In most cases a change in transfer or change of name will mean the cancellation and re-booking of the schedules, the flights and hotels. It could cause a significant additional charge. This charge could be as much as the full Hajj cost. You should be aware that these costs may increase the closer to the departure the changes are made by you. If you change the number of people in your group the price will be recalculated according to the new group size. This may mean that accommodation is under-occupied and the other members of the group may have to pay an increased price.
Cancellation from you:
If the booking is cancelled, the person who signed the booking must notify us in writing as soon as possible. The charges will apply from the date on which written notification is received by us.
The Charges will be as following:
- Cancellation more than 57 days before departure £100 per person.
- Cancellation 56-43 days before departure 30% per person of pilgrimage cost.
- Cancellation 42-24 days before departure 50% per person of pilgrimage cost.
- Cancellation 23-7 days before departure 90% per person of pilgrimage cost.
You may have independent travel insurance policy, if you have to cancel for a reason covered by your insurance policy, follow the procedure laid down by the insurers, you should be able to reclaim the cancellation charges subject to any policy excess.
If you have any reason for complaint whilst on your pilgrimage through us, this must be brought to the attention of our local appointed representative or the hotel management or other supplier immediately so that action can be taken to rectify the problem. If your representative or the hotel management is unable to resolve the problem, please contact our office in the UK immediately.
If you do not follow the above procedure, The Company will be deprived of the opportunity to investigate, rectify your complaint whilst you are on Hajj.
The Company’s Obligation:
While booking you must acknowledge that there is a risk associated with the Hajj. The risks include overcrowding in hotels and poor management of public places. You should be fit enough to undertake the Hajj and you must take reasonable care for your own safety and the safety of other people in your group.
If any member of your group is injured or killed as a result of an element forming part of your arrangements booked before departure from the UK, the responsibility could be accepted if the death or injury is due to a fault on our part or the part of our agents or suppliers. If any part of your booking arrangements before your departure from the UK is not as explained in our brochure, or not of a reasonable standard, The Company will accept responsibility if this is due to a fault on our part or that of our agents or suppliers. The Company do not accept responsibility if any death, personal injury or failure of your pilgrimage arrangements is not caused by any fault of The Company, or our agents or suppliers. The Company do not accept responsibility if the death, personal injury or failure of the arrangements is due to unforeseen circumstances which, even with all due care, The Company, our appointed agents or suppliers could not have anticipated or avoided.
The payment to you or member of your group for death, personal injury or illness, you must give The Company or our insurers the rights you may have to take action against the person or organization responsible for causing the death or personal injury or illness. You must co-operate fully with The Company in seeking recovery of any payment made.
We reserve the right to change the package price at any time without prior notice and you will be informed accordingly. The quoted price of airline ticket may be increased in case airline imposes any surcharge, if tickets are not issued on given time limit. The price may be increased if government imposes any charges pertaining to your travel. The package price may also be increased in result of change in prices by our suppliers in Saudi Arabia (hotels, transport etc.) in such cases increase up to 5% will be absorbed by us. But if the increase is more than 5%, you have right to cancel your package and claim full refund, subject to refund charges of airline tickets.
Alternatively you may choose to pay for your package in full at the time of booking, in which case The Company will fix the price and no charges or increase will be made.
Alteration of Your Confirmed Booking
Whilst everything will be done to provide the Hajj as confirmed, the company may occasionally have to change your arrangements or part of them. The company reserves the right to do so without prior notice. In case of alterations, we will do our best to notify you before departure. If we have to make significant alterations to your arrangements, we will notify you as quickly as possible. Significant alterations include:
- The change of airport (except between airports serving the same city).
- If the outward or return flight is rescheduled by more than 24 hours.
You may then:
- Accept the change and the contract will be varied to incorporate the change; OR
- Take comparable alternative Hajj Package subject to availability; OR
- Withdraw from the booking completely and we will make a full refund of payments made by you.
The factors affecting flights stopping at an airport en route are not normally known in time for notification, such alteration is not regarded as a significant change and neither are changes in carrier or aircraft type. The Company is not liable to pay compensation where the changes are by reason of unusual circumstances beyond our control and which could not have been avoided by the exercise of all due care. These could include, but are not limited to, war, threat of war, riot, civil strife, terrorist activity (actual or threatened), industrial dispute, technical problems with transport, machinery or equipment, power failure, natural or nuclear disaster, fire, epidemic, flood, drought, unavoidable technical problems with transport, and adverse weather. The company is also not liable to pay compensation where the change is by reason of low bookings, which applies where an insufficient number of people book a pilgrimage for it to be financially viable. All group pilgrimages require a minimum number of bookings before they will operate. We do not accept liability for delays to flights to or from the United Kingdom or for any cancellation of flights as they are subject to air traffic control.
Cancellation by the Company
The cancellation may be necessary in exceptional circumstances. The company reserves the right to cancel your Hajj. If this happens, you will be offered the choice of an alternative Hajj Package of comparable standard (if available) or full and prompt refund of all monies you have paid. Shaheen Travel will cancel your Hajj Package if you fail to make any payment by the due date and will not be liable for any compensation.
If your Hajj package is cancelled as a result of low bookings, as defined in paragraph (8), in these circumstances you will receive a full and prompt refund of all the payments made. No compensation is paid if your Hajj is cancelled because of circumstances beyond the company’s control.
If any pilgrim behaves inappropriately during the Hajj, and it causes any danger, damage to property or affects employment of other people then the company or other authority such as hotel manager, pilot, tour leader will make the final decision. Should this happen, no refund or compensation would be paid. If your behavior results in the company being forced to pay additional charges, we will seek to recover these in full from you.
The Company will not tolerate any kind of verbal or physical abuse to its employee by anyone before or during Hajj package.
Any information about you or members of your group, including your names, contact details and any special needs, disabilities or dietary requirements are collected by the company, when you ask information or make a booking. It is your responsibility to ensure that other members of your group are aware of all booking conditions and policies. Each person should agree to you making the deal on their behalf with Shaheen Travel. The Company may disclose this information to our service providers (who may be located outside the UK/EU) for the purpose of providing you with your travel arrangements and insurance. The only minimum required information for this purpose will be disclosed. In the case of air travel, it may be mandatory for us to disclose information for security and anti-terrorism purposes, or any other purpose imposed on us by governments or airlines.
The Company may disclose your information to companies who act as data processors on our behalf. The information, for example relating to your religion or health, may be sensitive personal data within the meaning of the Data Protection Act 1998. The Company needs this information to cater for your needs, but it is collected on condition that The Company has your consent. If you do not agree to the use of your information, The Company cannot accept your booking.
The Company may contact you by post with information about special offers or pilgrimages, if you do not wish to receive such information, please notify us. You have the right to ask the company in writing for a data request form to obtain a copy of the information, which the company holds about you. You may be charged a fee for this service. Any such request should be addressed to our secretary.
The company’s visa service allows applying directly for Hajj visas to Saudi Arabia. The Company is unable to guarantee the obtaining of any visa and consequently accepts no liability whatsoever for any refusal or delay in obtaining Hajj visa. We reserve the right to claim any associated costs incurred as a result of the delay or refusal.
Shaheen Travel is also not liable for any delay in obtaining Hajj visa due to misplace/loss of passport in embassy. If embassy keeps passport for longer period due to additional checks, we shall not be held responsible.
Hajj can be physically very demanding. We are not able to take responsibility for any pilgrim that has special requirements, unless arranged at the time of booking. In order to complete the rites of Hajj we require that all pilgrims are fit enough to walk for a distance of at least one mile. In case any pilgrim is not fit enough to do so, he/she should take a wheelchair with them as well as a companion who will take care of them.
The Health and General Information
It is your responsibility:
- To check your tickets, vaccination certificates, accommodation vouchers, passport, visa or anything else which might prevent you from being allowed to travel.
- You must notify the company immediately if you think any information is incorrect. The Company will not be responsible for any problems, which may arise in the event that you failed to notify The Company.
- To make sure that your passport is valid for at least six months after the date your pilgrimage ends.
- To consider taking out travel insurance for your trip. The Company would recommend this in all circumstances.
- To ensure that you comply with all travel health requirements, such vaccination.
- To ensure that you understand and are aware of the rituals of your Hajj and how to perform them.
- To be aware that during peak season, particularly the Hajj period, because of the huge numbers of people on pilgrimages and the problems of overcrowding, your room facilities or furniture may be different. The Company is unable to prevent this from occurring on occasion and accept no liability for it.
- To be aware, particularly at the time of the Hajj, flights and destination airports can sometimes be altered at the last minute. The Company has no control over this and you should accept that this could happen to you.
To understand that Saudi Arabia is not subject to the same health and safety regulations that exists in the UK and Europe. In many areas, the operation of certain amenities and facilities may be subject to local licensing laws or religious pilgrimage. Maintenance and local energy conservation measures may mean that the hotel or apartment limits certain facilities, e.g. air conditioning or water supplies. In addition, unusual weather conditions may cause electricity failure. The Company will not be liable for any damage or losses arising from this. In most cases this leads to a useful experience but you should be aware that accommodation in apartments and hotels is provided on a shared basis (unless appropriate extra fee have been paid and this is stated on your confirmation contract). All information about the hotels has been provided by those hotels and may not have been verified by The Company. All hotel rooms have private bathrooms but you should be aware that the sizes of the rooms are usually smaller than those in the UK and other parts of Europe.
To understand that the star rating of the hotels has been devised by The Company and indicates the high standard of hotel offered, the meals are provided on a self-service basis in hotels and apartments. You should be aware that the food served is local food and may vary on daily basis.
Please also note:
- You must observe all the laws, regulations and instructions applicable in the Kingdom of Saudi Arabia.
- Please visit our website www.shaheentravel.co.uk or further details, or you can also contact us on +44 203-3185-786