Last updated: 24 September 2026
These booking conditions set out the terms on which we sell Hajj, Umrah and related travel arrangements. Please read them before you book. By paying a deposit you accept them on behalf of everyone named on the booking.
1. Who we are
Trip to Makkah is a trading name of Super Destinations Limited (“we”, “us”, “our”), a company registered in England and Wales, company number 08243733, registered office 344–348 High Road, Ilford, Essex IG1 1QP.
Your contract is with Super Destinations Limited. That is the company named on your confirmation invoice and the company you would deal with in the event of a claim.
We are an accredited IATA agent, we hold an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (ATOL number 10713), and we are registered with the Kingdom of Saudi Arabia’s Ministry of Hajj and Umrah. You can verify our licence at caa.co.uk/atol-protection/check-an-atol, where triptomakkah.co.uk is listed among the websites covered by it.
You can reach us at info@triptomakkah.co.uk, on 0203 727 6364, or on WhatsApp at +44 7946 890999.
2. Definitions
- “Booking” means the arrangements you have asked us to make, as set out on your confirmation invoice.
- “Lead name” means the person who makes the booking and whose name appears first on the confirmation invoice.
- “Package” has the meaning given in the Package Travel and Linked Travel Arrangements Regulations 2018.
- “Force majeure” means unavoidable and extraordinary circumstances beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken. This includes war, civil unrest, terrorism, natural disaster, epidemic, industrial dispute, and the closure of borders, airspace or the Holy Sites by any authority.
3. Your contract with us
A contract comes into existence when we issue a written confirmation invoice, not when you pay a deposit and not when you submit an enquiry. Until that invoice is issued, prices and availability remain subject to change.
The lead name must be at least 18 years old and confirms that they have the authority of everyone on the booking to accept these conditions. The lead name is responsible for paying the full cost of the booking and for passing on all information we provide to the rest of the party.
We are the organiser of any package you book with us. Where you book a single service only — a flight on its own, or a hotel on its own — we act as agent for the supplier and their terms apply in addition to ours.
4. Prices, deposits and payment
Prices shown on our website are “from” prices. They are the lowest we publish for the departure or package concerned and they depend on availability, on the number of people travelling and on the room occupancy you choose. The price that applies to you is the one on your written quotation and confirmation invoice.
Unless your confirmation invoice says otherwise:
- a non-refundable deposit is payable at the time of booking. The amount varies by booking type and is stated clearly before you confirm;
- the balance is payable no later than 10 weeks (70 days) before departure;
- bookings made within 10 weeks of departure are payable in full at the time of booking.
Deposits are non-refundable except where these conditions or the law say otherwise. If we do not receive the balance by the due date we may treat the booking as cancelled by you and apply the charges in clause 6.
What is included in your price is listed in full on the package page and on your confirmation invoice. Anything not listed is not included. In particular, unless expressly stated, prices do not include meals, Ziyarat, travel insurance, vaccinations, excess baggage, room upgrades or personal expenses.
5. Changes to the price after booking
We will not increase the price of your package in the 20 days before departure.
Before then, we may pass on increases that arise directly from the price of carrying passengers (fuel or other power sources), from taxes or fees charged by third parties such as airports, or from exchange rate movements. We will absorb the first 2% of any such increase. If the resulting increase is more than 8% of the total package price, you may accept it, accept a replacement package if we can offer one, or cancel and receive a full refund. You must tell us which within 14 days of our notice.
If those same costs fall, you are entitled to a corresponding reduction, less our reasonable administrative expenses.
6. If you change or cancel your booking
6.1 Changes
Amendment requests must be made in writing to info@triptomakkah.co.uk. We will try to help, but any change is subject to availability and to the charges imposed by our suppliers, plus any administration fee we notify to you at the time. Airlines generally treat a name change or a date change as a cancellation and rebooking, so the cost can be the full price of the flight.
You may transfer your booking to another person who meets all the conditions of it, provided you give us reasonable notice before departure. You and the person taking over remain jointly liable for the balance and for any costs the transfer causes.
6.2 Cancellation
Cancellation takes effect on the day we receive your written notice. Because we commit money to airlines and hotels well in advance, the following charges apply:
| Notice given before departure | Charge (% of total booking cost) |
|---|---|
| More than 70 days | Loss of deposit only |
| 43–70 days | 50% |
| 29–42 days | 70% |
| 15–28 days | 90% |
| 14 days or fewer | 100% |
Some bookings — non-refundable fares and special promotions in particular — may carry a 100% cancellation charge from the moment they are made. Where that applies it is stated clearly at the time of booking.
Where an airline ticket has already been issued, or a hotel or visa fee has already been paid and cannot be recovered, the charge may be higher than the scale above. We will tell you the actual figure and evidence it on request.
If the reason for your cancellation is covered by your travel insurance, you may be able to reclaim these charges from your insurer.
7. If we change or cancel your booking
Arrangements are made many months in advance and changes sometimes happen. Most are minor and we will tell you as soon as we reasonably can.
A significant change means a change to a principal element of your package — for example a change of departure airport to one materially less convenient, a change of UK departure date, a reduction in the number of nights, or a change to accommodation of a lower official classification. If we have to make a significant change, you may accept it, accept a replacement package of equivalent or higher quality if we can offer one, or cancel and receive a full refund within 14 days. You must tell us your choice within the period we specify.
We may cancel your booking if the minimum number of participants for a group departure is not reached, provided we tell you no later than 20 days before departure for trips of more than six days. We may also cancel for force majeure. In either case you receive a full refund, but we will not be liable to pay you compensation.
Hotels are quoted as “or similar”. Allocation depends on availability for your dates. Where the named hotel cannot be held, we will substitute accommodation of the same official classification at a comparable distance from the Haram, and we will tell you before you travel.
8. Our liability to you
We accept responsibility for the proper performance of the travel services included in your package, in accordance with the Package Travel and Linked Travel Arrangements Regulations 2018. If a service is not performed as agreed, we will put it right unless that is impossible or would involve disproportionate cost.
We are not liable where the failure is attributable to you, to a third party unconnected with the provision of the services and is unforeseeable or unavoidable, or to force majeure.
Where a service involves international carriage by air, our liability is limited as provided by the Montreal Convention 1999 and the airline’s conditions of carriage. Where it involves accommodation, liability is limited as provided by the Paris Convention 1962. We are entitled to rely on any limit in those conventions and in the contracts of our suppliers.
Except where a higher limit applies by law, our liability for anything other than death or personal injury is limited to three times the total package price.
Nothing in these conditions limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that may not be limited or excluded by law.
9. Passports, visas, health and entry requirements
It is your responsibility to hold the correct documents. We can advise, but we cannot travel on your behalf and we are not liable for any cost arising from documents that are missing, expired or incorrect.
- Passports. You need a passport valid for at least six months from your date of entry into Saudi Arabia. Every traveller needs their own passport, including infants and children — Saudi Arabia does not accept children travelling on a parent’s passport.
- Visas. British passport holders normally enter on an Electronic Visa Waiver or e-visa. Whether the visa is included in your package price or charged separately is stated in the inclusions on your confirmation invoice. Holders of other passports, and anyone with a refugee travel document or a criminal record, should contact us early.
- Vaccination. A MenACWY meningitis certificate dated at least 10 days before arrival is compulsory for every pilgrim aged one year and over. Other requirements may apply from time to time.
- Changing rules. Saudi entry requirements change at short notice and without consultation. Check the FCDO travel advice for Saudi Arabia and the pilgrimage guidance before you travel, and again shortly before departure.
Entry to Saudi Arabia is granted by the Saudi authorities, not by us. Refusal of entry is not within our control and does not entitle you to a refund.
10. What we do not arrange
Unless your confirmation invoice expressly says otherwise, we do not arrange:
- Rawdah visit slots, prayer permits or any booking made through Saudi government platforms — these are personal to the pilgrim and are obtained by you;
- guided Ziyarat;
- meals, unless a meal plan is listed in your inclusions;
- travel insurance;
- religious guidance on the performance of the rites.
The performance of Umrah or Hajj is a matter between you and Allah. We provide travel arrangements; we do not warrant the religious validity or acceptance of any act of worship.
11. Insurance
Travel insurance is not included in our packages and is not compulsory, but we strongly recommend it. Your policy should cover medical treatment and repatriation from Saudi Arabia, cancellation and curtailment, and your personal belongings. Check that it does not exclude pilgrimage travel or large group travel, as some policies do.
12. Behaviour
You are responsible for your conduct and for that of anyone on your booking. Airlines, hotels and transfer operators may refuse to carry or accommodate anyone whose behaviour is likely to cause distress, damage or danger. If that happens our responsibility to you ends, we will not meet any cost arising, and we may recover from you any cost we incur as a result.
13. Financial protection
Flight-inclusive packages sold by us are ATOL protected under the Air Travel Organiser’s Licence held by Super Destinations Limited, ATOL number 10713. When you book, you will receive an ATOL Certificate. It sets out what is financially protected, where you can get information on what that means for you, and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide the services listed. In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide them, or the Trustees of the Air Travel Trust may make a payment under the ATOL scheme. You agree that in those circumstances the alternative ATOL holder will perform those obligations, and you accept payment from the Trustees as full and final settlement.
ATOL protection does not apply to every arrangement we sell. Our Umrah packages are flight-inclusive and are ATOL protected. Where a booking does not include a flight, or where you buy a single service such as a hotel on its own, the protection that applies is confirmed on your invoice before you pay. If your invoice does not show ATOL protection, ask us what protection applies before paying a deposit.
ATOL protection is financial protection. It says nothing about the religious quality of a trip, and no licence or registration is a guarantee of a good experience.
14. Complaints
If something is wrong while you are away, tell your representative or the hotel immediately so that it can be put right at the time. Many problems can be resolved on the spot and cannot be resolved afterwards.
If the matter is not resolved, write to us at info@triptomakkah.co.uk within 28 days of your return, quoting your booking reference. We will acknowledge within 7 days and give a full response within 28 days.
If you remain dissatisfied after our final response, nothing in these conditions prevents you from taking the matter further, including to court. Where your complaint concerns a flight — a delay, a cancellation or denied boarding — you may also complain directly to the airline and then to the Civil Aviation Authority or the airline’s approved ADR body.
15. Data protection
We handle your personal information in accordance with our Privacy Policy. To arrange your travel we must pass your details, including passport data, to airlines, hotels, transfer operators, visa processors and the authorities of the Kingdom of Saudi Arabia. If you do not agree to that, we cannot make the booking.
16. General
If any provision of these conditions is found to be unenforceable, the rest continue to apply.
We may update these conditions from time to time. The version that applies to your booking is the one in force on the date of your confirmation invoice.
These conditions and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in your own jurisdiction.
Nothing in these conditions affects your statutory rights.