Halee B.
Learn from my experience
The hotels and transportation at the destination are as described in the package. The organizers will respond to messages promptly. However, my problem was the airline's choice, Royal Jordanian. This airline is one of the worst airlines in the world. I wrote this review here bcuz Umrah International chose to work with this airline. I travelled from Seattle to Chicago O'Hare airport to catch the connecting flight to Jeddah. When I arrived at the airport, there was still an hour before the flight was scheduled to leave. But I couldn't find anyone at the front desk of the Royal Jordanian to print my boarding pass. I know you will be wondering why I didn't print the boarding pass myself using the online portal or the airport facilities. Well, the ticket was a knock-off and can only be printed by the Royal Jordanian staff themselves. it also means you can't change the departure/return dates even if you want to. However, the front desk closes its operations at least two hours before the flight departure time. So, other travelers and I were running around the airport trying to find someone to print the boarding pass so that we could pass thru TSA, but we didn't succeed. I heard the announcement for final boarding, but I didn't have my boarding pass, and TSA would not let me thru. So, the plane left without me, and I had to book a hotel for the next three days to wait for the next flight, which I also had to pay for. I spent an additional $1,500 on the hotel stay, food, and a new flight ticket. By the time I arrived at the Jeddah airport, my luggages were missing. So, I had to buy new clothes, toiletries, and other stuff. They only gave me back the luggages the day I was leaving Saudi Arabia, which means I now have 4 bags. Unfortunately, when I arrived at the airport in the US, only 3 bags were found. It's been two weeks since I came back to the US as I write this review, and that bag is still missing. In summary, it will be worth your while to remember that pilgrim packages are just an extension of the tourism business. People are in it to make a profit!
Response from Umrah InternationalApr 17, 2025
Asalam Alikum, Thank you for taking the time to share your experience. I’m very sorry to hear about the distress and extra expenses you incurred at the airport and with your baggage. I understand how frustrating it must have been to miss your flight through no fault of your own, and then to wait and pay again for hotel, meals, and another ticket. As your travel agency, our commitment is to provide you with seamless ground services—hotels, airport transfers, on‑site support—and Alhamdulillāh we arranged everything as promised once you arrived in Saudi Arabia. Unfortunately, airline check‑in procedures, boarding‑pass printing policies, departure schedules and baggage handling are entirely managed by the carrier (in this case, Royal Jordanian), and we have no authority over those operations. That said, we truly regret that the airline’s processes overshadowed your pilgrimage experience. But we also kindly ask that you consider revising your Trustpilot rating to reflect the services we provided on the ground and our customer‑support efforts. Your feedback and rating directly impact our ability to serve future pilgrims. If there’s anything else we can do to restore your confidence in us, please let me know. JazakAllāh khayr for your patience and understanding. We hope to welcome you again under better circumstances