MECCA – Malaysian haj pilgrims for the 1446H/2025M season are reminded to wear their identification wristbands at all times while in the Holy Land to ensure their safety and facilitate swift assistance in case of emergencies.
Lembaga Tabung Haji (TH) customer service manager Zaini Rashid said the measure has proven effective, citing several incidents where pilgrims who were separated from their groups were quickly reunited thanks to the swift actions of TH personnel who operate round the clock.
“In one instance, an 83-year-old female pilgrim was separated from her family at Gate 13 of the Nabawi Mosque in Madinah, but was located after a local individual contacted the TH control centre number displayed on her wristband.
“Although the control centre is based in Makkah, the information was promptly relayed to the TH team in Madinah, and within less than 40 minutes, the pilgrim was safely reunited with her family,” he told reporters here recently.
In a separate incident, Zaini said a 53-year-old female pilgrim who fainted near Gate 339 was assisted after her companions contacted the number on her wristband.
“Although the call connected to the control centre in Makkah, our team quickly liaised with personnel in Madinah. Alhamdulillah, immediate assistance was provided, and the situation was resolved efficiently,” he said.
Zaini stressed that the identification wristbands serve not only as documentation tools but also as a rapid means of identifying the pilgrim’s identity and location when urgent help is needed.
Meanwhile, he also said TH provides free wheelchair assistance to Malaysian haj pilgrims in need, as part of ongoing efforts to safeguard pilgrims’ welfare and comfort.
“These wheelchairs are loaned free of charge and can be used throughout the pilgrimage rituals, including tawaf and sa’i, and must be returned once the pilgrimage activities are completed.
“To date, seven units have been made available specifically for pilgrims who genuinely need them, prioritising those with medical cases and medical groups,” he said.
Zaini said TH continues to enhance complaint management and customer service through the Integrated Information System, which serves as the main platform to record and channel all feedback from Malaysian haj pilgrims in the Holy Land.
“Every complaint or request received is recorded in this system for reference and further action. So far, we have achieved a 100 per cent resolution rate within the time frame specified in the Service Level Agreement (SLA),” he said. – May 25, 2025