Telkom Group strengthens infrastructure and services to support smooth Hajj operations

Makkah (ANTARA) – Telkom Group is strengthening its infrastructure and customer services to support smooth communication and connectivity for Indonesian Hajj pilgrims while in the Holy Land. Ahmad Reza, Senior Vice President of Group Sustainability and Corporate Communications at Telkom, said that in response to roaming service usage growth of 4.5 percent year-on-year, now reaching more than 110,000 pilgrims, they prioritise infrastructure readiness and expanding direct-response points in Saudi Arabia. Telkom Group has divided these direct-response points into four strategic posts to provide a sense of security, mitigate issues, and offer responsive assistance to all pilgrims during the pilgrimage. “We are ensuring smooth communication for Hajj pilgrims through reliable international roaming support so that customers remain connected comfortably during the pilgrimage. To anticipate spikes in communication traffic in crowded pilgrim areas, TelkomGroup is cooperating with Saudi Arabian operators, namely STC, Mobily, and Zain, to maintain service quality for customers during the rites,” said Reza in Makkah on Wednesday. “We understand that on the ground, pilgrims require direct, responsive handling, particularly the elderly who need face-to-face assistance. Therefore, Telkomsel is increasing the number of cost-free physical service points strategically positioned to anticipate pilgrims’ technical needs such as network activation, roaming profile guidance, and instant handling of SIM card issues,” said Abdullah. The dynamics and responsiveness of frontline direct-handling are recognised as a key to mitigating communication problems in the Holy Land. GraPARI Makkah Operations Service Lead Alip Setyo Wibowo explained that all on-site teams in Saudi Arabia are integrated in real time with the central team in Jakarta to quickly respond to every complaint from group pilgrims from various dormitories and locations. “The most frequent technical constraint faced by pilgrims in the field is the synchronization of devices that are not automatically activated upon arrival in Saudi Arabia. By adjusting the operating times of the posts to be far more effective, we aim to ensure all pilgrims, especially those arriving from distant locations, receive prompt, complete handling without long queues,” said Alip. “Physical mobility here is very high; pilgrims go back and forth to Masjid al-Haram or expansion areas, which undoubtedly drains their energy. We fully understand this tiring situation. Therefore, the presence of physical posts with clear branding is here to ensure pilgrims, especially the elderly, receive 100 percent instant, on-site solutions,” said Alip. To complement these face-to-face posts, TelkomGroup is also strengthening remote assistance via an international roaming call centre that is on standby 24 hours a day and toll-free from abroad at +628110000333, as well as the virtual assistant Veronika which is active around the clock. All of this protective ecosystem is designed to accompany the special Hajj roaming package this year, supported by high-speed network technology and Voice over LTE (VoLTE) features for clear and stable voice calls. As a token of appreciation for the pilgrims’ comfort beyond telecommunications, a local culinary collaboration with Damba Resto in Makkah is again being offered this year. Pilgrims who activate the RoaMAX Haji package under certain criteria will automatically receive an SMS from 777 containing a free meal voucher code. To enjoy this facility, pilgrims simply need to present the official SMS notification to the cashier at partner outlets. Voucher redemption at Damba Resto can be made Monday to Thursday, and Saturday and Sunday from 08:00 to 11:00 WAS (Arabia Standard Time). Friday redemptions are closed. Through this programme, pilgrims can reconnect with home through a range of Nusantara dishes offered, from bakso, mie ayam, to a variety of warm fritters at The Royal Clock Tower Makkah food court area. Pilgrims can access these face-to-face assistance points at the following strategic locations: 1. GraPARI Makkah: Damba Resto, Level P4 Abraj Al Bait (Zam-Zam Tower), Makkah (open daily, 07:00–21:00 WAS). 2. Hajj Post Makkah: Al Wahda Al Mutamayyiz Hotel, Makkah (open May–June 2026, 07:00–17:00 WAS). 3. Hajj Post Madinah 1: Karam Al Khair Hotel (Access via Gate 316 Nabawi Mosque), Madinah (open April–May 2026, 07:00–17:00 WAS). 4. Hajj Post Madinah 2: Karam Al Madina Hotel (Near Masjid Al Ghamamah and Saudi Post Building), Madinah (open April–May 2026, 07:00–17:00 WAS).