MAKKAH: Saudi Arabia’s Pilgrims Care Centre, through its unified hotline 1966, continues to serve as a vital communication platform for pilgrims and visitors by offering round-the-clock assistance, guidance, and support services in more than 11 languages.
The centre handles inquiries, reports, and feedback from pilgrims as part of Saudi Arabia’s efforts to improve service quality in line with the objectives of Saudi Vision 2030 and the Pilgrim Experience Programme, the Saudi Press Agency (SPA) reported on Wednesday.
The Ministry of Hajj and Umrah said the centre operates through an integrated digital and operational system connected with field centres and relevant authorities. The system enables faster response times, efficient handling of requests, and directs beneficiaries to the appropriate services and support channels.
The centre also monitors submitted reports and measures pilgrims’ satisfaction with the services provided throughout their journey, from arrival in the Kingdom until departure.
High response rates and growing demand
According to the ministry, the centre has received more than 134,000 calls since the beginning of the Umrah season on June 1, 2026, recording an overall customer satisfaction rate of 91.45 per cent and an average response time of just three seconds.
During the Hajj season 2026, the centre handled more than 330,000 calls, achieving a zero missed-call rate, an average response time of 10 seconds, and a beneficiary satisfaction rate of 93.13 per cent.
The ministry said these figures demonstrate the efficiency of the center’s operational system and its ability to provide rapid and reliable support to pilgrims.
Digital transformation and service excellence
The ministry added that the center continues to enhance its services in accordance with international best practices by implementing the COPC quality and continuous improvement standard, automating workflows, and strengthening coordination with partner entities.
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These initiatives aim to accelerate service delivery, improve operational efficiency, and enhance the overall experience of pilgrims and Umrah performers.
The Ministry of Hajj and Umrah reaffirmed that the Pilgrims Care Centre remains fully prepared to respond to inquiries from pilgrims, Umrah performers, and visitors at any time through the unified hotline 1966.
