Thousands of Umrah Pilgrims Affected, HIMPUH Prepares Mitigation Measures

The Association of Umrah and Hajj Organisers (HIMPUH) is preparing a series of mitigation measures after thousands of Umrah pilgrims were affected by airport closures caused by volcanic ash from the eruption of Mount Anak Krakatau.

Based on HIMPUH data as of Monday morning (7/9), 1,007 Umrah pilgrims travelling with Special Hajj Pilgrimage Organisers (PIHK) under HIMPUH’s umbrella were affected by the airport closures.

According to HIMPUH’s ongoing monitoring and data collection among its members, the impact of flight disruptions on Umrah pilgrims can be grouped into at least four conditions.

“First, pilgrims due to depart for Saudi Arabia. They are either in their home cities or at departure airports, but cannot depart because flights have been cancelled or postponed,” HIMPUH said in an official release on Monday (7/9).

“Second, pilgrims still in Saudi Arabia. Pilgrims who should have returned to Indonesia from Jeddah or Madinah must extend their stay in Saudi Arabia because flights to Indonesia have been cancelled, rescheduled or rerouted,” the association wrote.

Third, pilgrims currently in transit countries, and fourth, pilgrims whose flights have been diverted to alternative airports.

The flight disruptions go beyond mere travel delays. For Umrah journeys, changes to flight schedules can have a domino effect on every component of the travel package.

For pilgrims who have not yet departed, flight changes may result in lost or altered hotel reservations, transport and other services in Saudi Arabia. Travel duration and the validity of travel documents also need to be taken into account.

Conversely, pilgrims stranded in Saudi Arabia or transit countries may require additional hotels, meals, transport, baggage handling and other needs not originally included in the package.

Meanwhile, for travel operators (PPIU), the situation can give rise to very large unexpected costs, the need to rearrange all components of the trip, operational pressure on tour leaders and field staff, and risks to the company’s reputation and credibility if information is not properly communicated to pilgrims.

HIMPUH considers another key issue to be the flight information distribution chain. Most PPIUs do not purchase tickets directly from airlines, but through wholesalers, consolidators, ticket agents or other third parties.

Under normal conditions this mechanism works well. However, in emergency situations such as a volcanic eruption, there is a risk that information on flight changes from airlines may not reach PPIUs quickly, completely and uniformly.

Yet in a crisis, information available hours or even minutes earlier can determine decisions affecting hundreds of pilgrims.

HIMPUH Mitigation

In response to the situation, HIMPUH is currently taking several mitigation steps. First, it is gathering data on affected members and pilgrims to obtain a clear picture of the number of PPIUs, pilgrims, flights, pilgrims’ locations and the nature of the problems being faced.

Second, it has established a dedicated communication channel for tour leaders accompanying pilgrims. Tour leaders are the spearhead of pilgrim handling and therefore require rapid access to information as well as an escalation mechanism when facing problems at airports, in transit countries or in Saudi Arabia.

Third, HIMPUH is in intensive communication with the Indonesian Ministry of Hajj and Umrah, the Ministry of Transport, airlines and relevant stakeholders. The Ministry of Hajj and Umrah has also set up a dedicated communication channel with associations involving airlines, the Ministry of Transport and other related parties so that problems on the ground can be coordinated promptly.

Fourth, HIMPUH continues to provide regular information updates to all members, particularly regarding airport status, flight changes and information from airlines.

Fifth, HIMPUH has established direct communication with airlines to help bridge the information gap between airlines and PPIUs, especially those that obtained tickets through third parties.

HIMPUH believes this situation should also serve as a moment to build a more permanent protocol for handling Umrah flight disruptions caused by emergencies.

HIMPUH is also pushing for an Umrah Crisis Coordination Centre bringing together the Ministry of Hajj and Umrah, the Ministry of Transport/Directorate General of Civil Aviation, AirNav Indonesia, airport operators, airlines, PPIU associations and other relevant parties.

Through such a mechanism, information on NOTAMs, airport status, schedule changes, rerouting, diversions, rescheduling and recovery flights can be forwarded to PPIUs quickly.

HIMPUH is also encouraging airlines to provide dedicated communication channels for associations and PPIUs during emergencies, including for tickets obtained through wholesalers or consolidators.

In addition, a joint handling mechanism is needed for pilgrims stranded in Saudi Arabia, transit countries or alternative airports, including certainty regarding accommodation, meals, transport, ticket changes, baggage, insurance coverage and the division of responsibility for additional costs arising from force majeure.

For PPIUs, HIMPUH urges all operators to ensure tour leaders have 24-hour emergency contacts, pilgrim manifest data, ticket numbers and PNRs, hotel details, visas, insurance policies and airline/consolidator contacts that can be reached at any time.

PPIUs are also asked not to direct pilgrims to airports before receiving confirmation of flight status, and to provide regular updates to pilgrims and their families to prevent the spread of confusing information.

HIMPUH understands that airport closures and flight cancellations are decisions that must be taken based on aviation safety considerations.