umrah services

Group reception

The process of receiving our pilgrims at Golden Holidays Company is carried out according to a documented methodology in the procedure for receiving pilgrims at the port of arrival within the documents of the quality and safety system applied by the company, whether the port of arrival is an airport or a sea port.

Receiving the Umrah regiment according to what was agreed upon as follows:

The reception supervisor, the day before, extracts the daily schedule for the movement of pilgrims from the electronic system.

The reception supervisor notifies the reception representative at the airport / port and delivers him a list of the regiment's data and the data of the pilgrims, and record it on the daily schedule of the movement of the pilgrims.

The reception supervisor coordinates with the transportation supervisor to receive the groups of pilgrims and know their numbers and the names of the bus drivers that will transport them.

The reception supervisor passes traffic alerts through the company's internal wireless network.

The transportation supervisor directs the buses according to the transportation services procedure

The reception representative is available at the airport / port around the clock, at a rate of 8 hours per representative.

The reception representative reviews the reception supervisor to ensure that the buses are directed to the airport / port.

The representative of the reception prepares a sign with the name of the company for the pilgrims to recognize it and accept the representative.

The delegate receives the pilgrims and collects them on the side of the airport if possible

The pilgrims are directed to the buses and directed to the bus for each pilgrim according to the statements of the delegate. The reception delegate organizes the process of charging the pilgrims' bags by buses.

The reception delegate reviews the names of the pilgrims and completes their number and boards the buses.

The reception representative distributes the company's bracelets to all pilgrims and receives passports from Tas'heel Support Services.

Upon completion of these procedures, the buses will be authorized to travel to the predetermined destination.

The reception supervisor enters the arrival status of the group into the electronic system through the report of the transport supervisor.

The reception supervisor sends the passports of the pilgrims with the buses to Mecca / Medina

Transport

The process of transferring our pilgrims to the Golden Holidays Company is carried out as documented by our company in the procedure for organizing the transportation of Umrah pilgrims documented within the documents of the quality and safety system applied by the company, where:

The marketing officer sends a voucher service request form to the transport official at least one week before the start of the Umrah program

The transportation official determines the needs for transportation during the program using this form, which identifies:

Program start date

Number of buses in the program

The number of buses available in the company

The number of buses that is required to be contracted to provide

Number of drivers available

Number of drivers to hire/hire

In the event of the need for additional buses outside the capabilities, the transport official sends a reservation request by fax from one of the transport companies that the company contracted with according to the procedure for controlling contracting operations.

The transport official releases a schedule for the movements of the pilgrims from the day they arrive to the day they leave Saudi lands, and it is extracted from the voucher sent by the marketing officer for each regiment separately.

The transport official writes a daily report, which is extracted from the schedule of the pilgrims’ movements, in which the day of the arrival of the pilgrims is recorded at the airport. The time is in hours and minutes and is delivered to the airport supervisor to follow up on the arrival of the pilgrims daily. Model (the schedule of the arrival of pilgrims daily)

The transport official is responsible for following up the daily schedule of pilgrims’ movements

Based on the schedule of pilgrims’ movements, the transport official, at least one day before the start of the program, determines:

Buses and their numbers

Drivers names and their telephone numbers (a fair selection is made based on the distance traveled for each driver on the relevant form)

Program start date and time

Program start location

Program supervisors from the company and their phone numbers

itinerary

Stopovers

bus recognition

Using the form for that

Accommodation for groups in the hotel

The process of housing the pilgrims, whether in Makkah or Madinah, we have at Golden Holidays Company, according to the procedure for housing pilgrims, which is documented by us within the documents of the quality and safety system applied in the company, as follows:

The operations supervisor in the responsible branch determines the reception and accommodation delegates according to the Umrah scheme / the daily schedule for the movement of pilgrims on the form for that

The housing representative in the responsible branch goes to the specified hotel with a list of the pilgrims’ file numbers and coordinates with the hotel administration to receive the pilgrims and makes sure that the accommodation is organized and the pilgrims are distributed to the rooms

The pilgrims are received at the arrival port according to the procedure for receiving pilgrims at the airport

The pilgrims are transferred to the residence hotel according to the transportation services procedure

The housing representative receives the pilgrims and fully supervises the transfer of their luggage from the buses to the hotel and then supervises their accommodation in the rooms allocated to them according to the specified disclosure

The soothing representative, who is present daily, is responsible for supervising the comfort of the pilgrims in all their matters:

In terms of rooms, their cleanliness, and the completion of their tools

in terms of food

In terms of any pilgrim’s need for a health service

Any other administrative matters

The operations supervisor monitors the housing work and the comfort of the pilgrims by asking the pilgrims and recording this in the customer satisfaction form and writing any complaints/suggestions in the (complaints/suggestions) form.

In the event of deficiencies in the provision of the service, it is recorded in a service non-conformity form and the service quality control procedure is followed

When there is a plan to visit the shrines of Makkah / Madinah, the housing representative will follow up the arrival of the buses and supervise the boarding of the pilgrims on the buses, along with the supervisors of the trip on the part of the agent.

When the time for the pilgrims to move to the other place of residence is approaching, the steps of transferring the pilgrims from one hotel to another hotel or from one city to another city, the housing representative, in cooperation with the supervisors of the agent, shall undertake the following:

Defining pilgrims with the departure system

Distinguish the belongings of the pilgrims

The soothing delegate will follow up on the arrival of the buses.

Upon the arrival of the buses, the housing representative, in cooperation with the agent’s supervisors, undertakes the following:

Supervising the loading of pilgrims’ belongings from the rooms to the buses

Supervision of pilgrims riding buses

Ensure that there is a discrimination card for each pilgrim, showing the name of the company, the name of the pilgrim, and the place of residence in the other place of residence.

After the pilgrims leave, the housing representative signs the hotel bill and delivers the original bill to the branch accountant.

The other responsible branch is in charge of planning and receiving pilgrims by following steps 3 to 9.

When the time for the pilgrims to travel to the travel airport (Al Tafweej) approaches, the housing representative, in cooperation with the supervisors of the agent, undertakes the following:

Defining pilgrims with the departure system

Distinguish the belongings of the pilgrims

The soothing delegate will follow up on the arrival of the buses.

Upon the arrival of the buses, the housing representative, in cooperation with the agent’s supervisors, undertakes the following:

Supervising the loading of the pilgrims’ belongings from the rooms to the buses

Supervising the pilgrims riding the buses

Distribution of travel tickets and passports to pilgrims

After the pilgrims travel, the housing representative signs the hotel bill and delivers the original bill to the branch accountant.

In the event that one of the pilgrims fails to travel on the specified date (steps in the event of the pilgrims not traveling or missing the appointment of the group), the accommodation representative takes the necessary measures towards the pilgrim:

Contact the airport representative to try to modify the date/time of the current travel ticket for the pilgrim. If the attempt is unsuccessful, a ticket will be booked as soon as possible.

Accommodating the pilgrim in the hotel until he travels

Traveling the pilgrim on one of the company’s buses if the timing of the trip coincides with the time of the pilgrim’s travel, or providing another means of transportation to the airport.

The airport representative is informed to ensure that the pilgrim has arrived at the airport and to ensure his travel

Notify the branch accountant of the extra costs, as well as the marketing officer to account for the external agent

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