DEPARTMENT FOR
BUSINESS, ENTERPRISE AND REGULATORY REFORM News Release (2008/278)
issued by COI News Distribution Service. 21 November 2008
As more than
25,000 British Muslims prepare to travel to Mecca for Hajj this
week, the government is urging pilgrims to know their rights and
beware of scam artists.
In previous years, some Hajj pilgrims have been ripped off by a
variety of scams, including paying for a five star hotel but
getting substandard accommodation, or in extreme cases, some
agents have disappeared and taken pilgrims' money with them.
Unfortunately, in spite of strong measures to wipe this out,
pilgrims continue to fall prey to these unscrupulous agents.
Consumer Affairs Minister Gareth Thomas said:
"British pilgrims are entitled to get what they pay for and
need not suffer in silence if they feel that they have been ripped off"
"We are urging pilgrims to keep their travel documents, to
take photos of any substandard accommodation, and report any
unsatisfactory experiences to trading standards".
"The Government believes that many cases of pilgrims losing
out go unreported - preventing them from getting the help, refunds
or compensation they are entitled to"
The Department for Business has worked throughout the year to
spread the word to Muslim communities about the importance of
booking with an operator who has a current Air Travel
Organiser's licence (ATOL), and pilgrims' rights of
redress under the UK Package Travel Regulations.
The campaign seems to be working, with the Civil Aviation
Authority reporting an increase in the number of Hajj travel
operators applying for ATOLs since the summer. Since last year
there has also been an increase in the number of pilgrims lodging
complaints, when they have been targeted by a scam.
Case study - victims of a scam
This year, a supposed Hajj tour operator based in Tower Hamlets,
absconded with more than a million pounds, leaving more than 300
prospective Hajj pilgrims stranded.
Khalid Pervez of the British Association of Hujjaj (Pilgrims) UK said:
"The Association of British Hujjaj condemns in the strongest
terms this ruthless exploitation of vulnerable, innocent people,
including the sick and the elderly. And of fraudsters taking
advantage of an event that many look forward to as a high point in
their lives."
Pilgrims should:
* check their package operator holds a current Air Travel
Organiser's Licence (ATOL)
* agree their tour itinerary in writing before parting with any money
* consider booking with a company that has been independently
recommended by friends or family
* keep documents such as contracts, invoices and letters in a
safe place, as this helps with redress if things go wrong
The CAA's Deputy Director of Consumer Protection, David
Moesli, said:
"Every year tens of thousands British Muslims travel to
Saudi Arabia for Hajj. If you are one of these it is important to
ensure your arrangements are ATOL protected so that you don't
lose out if the company you've booked with goes bust. On the
CAA website you can use the Check an ATOL facility to check that
your Hajj tour operator is ATOL protected."
Hajj pilgrims have the same rights under the Package Travel
Regulations as anyone else booking a trip.
Trading standards teams can investigate if a firm fails to honour
its responsibilities and can advise pilgrims on how to seek
compensation if the service they get is worse than they were promised.
Hajjis that fall victim to a rogue firm should contact the tour
operator and seek redress. If this fails, they should speak to
their local Trading Standards team or the police, who can take action.
Hajjis that fall victim to such bad service should contact the
tour operator and seek redress. If this fails, they should speak
to their local Trading Standards.
If Hajjis have given money to a tour operator who then disappears
without trace, they should go to the police as this is downright fraud.
Notes to Editors
1. Any firm arranging flights as part of a package must have an
ATOL, which ensures that payments are protected if the company
goes bust. Travellers will be refunded, or can finish their trip
and be flown home if they are already abroad when the company collapses.
After the collapse of Luton-based tour operator Go4 Hajj last
year, pilgrims were refunded £270,000 thanks to the firm's
ATOL protection.
2. This year, a Hajj tour operator based in Tower Hamlets fled
with over a million pounds, leaving more than 300 prospective
pilgrims stranded. The Metropolitan Police have set up a helpline
(020 8217 4947) for victims to report their incidents or gain updates.
3. Pilgrims can check whether their operator has an ATOL on the
Civil Aviation Authority's website at http://www.atol.org.uk using the
'Check an ATOL' facility or by calling 020 7453 6424.
4. Gareth Thomas met tour operators and pilgrims' groups in
July to discuss improving the situation for those travelling to
Mecca. ATOL applications to the Civil Aviation Authority from Hajj
tour operators have risen since that meeting.
5. Contact details for trading standards offices are available
from Consumer Direct on 08454 04056, at http://www.consumerdirect.gov.uk
or from local town halls.
The Foreign and Commonwealth Office (FCO) provides helpful
information on how to prepare for and what to expect from Hajj and
Umrah pilgrimages on their website http://www.fco.gov.uk/hajj
6. More information for pilgrims on consumer rights can be found
at http://www.berr.gov.uk/consumers/fact-sheets/page38205.html
7. Khalid Pervez may be available for interview - please contact
the Department for Business press office on 0207 215 5969 for more information.
8. The Department for Business Enterprise and Regulatory Reform
helps UK business succeed in an increasingly competitive world.
It promotes business growth and a strong enterprise economy, leads
the better regulation agenda and champions free and fair markets.
It is the shareholder in a number of Government-owned assets.
9. Anyone experiencing problems can get advice from their local
Trading Standards Officer (the number can be found in local phone
books or by visiting the main Trading Standards website, for
details of local offices http://www.tradingstandards.gov.uk).