Regarding the letter from His Excellency the Undersecretary of the Ministry of Hajj and Umrah, No. 450527202 dated 27/05/1445 AH, concerning the Service Level Agreement (SLA) between pilgrims and service providers, His Excellency has requested that the SLA should be communicated to all pilgrims.

Therefore, I am sharing with you the letter and its annexes, along with a list of the company’s obligations to its pilgrims and non-binding services offered by the company.

Transportation

Transportation services provided between locations

From and To Package City

Bus

Within Mashaer

Almashaer Train

Mashaer Housing

Mina (The Tower)

• A complex of bathrooms, and a bathroom equipped for the handicapped
• Equipped medical clinic
• Internet service (Wi-Fi)
• Customer service, religious guidance and dispatching pilgrims
• Elderly wheelchair service
• Shaving and shortening service
• Electric lifts
• Outdoor areas

Mina (The Rooms)

Accommodation shared with 14 pilgrims and includes:

• Furnished floor (carpet/ceramic)
• Bed with all accessories
• Shelves for luggage and shoes
• Freon air conditioning
• Electrical sockets

Arafat (The Camp)

• The camp contains a complex of toilets, and a toilet equipped for people with disabilities
• Surveillance cameras and security guards
• Cleaning service
• Customer service, religious guidance and dispatching pilgrims
  Elderly wheelchair service

Arafat (The Tent)

Accommodation inside the tent is shared with a number of other pilgrims, and it provides:

• Fireproof tents
• Carpeted floor
• Sofabed (sofa bed) with all accessories
• Freon air conditioning
• Electrical sockets

Muzdalifah (Accommodation for the Night)

Stay in areas where:

• Public bathrooms
• Floor covered with artificial grass or carpet
• Sofabed (sofa bed)

Catering & Meals

Mina

• A daily meal of snacks, Saudi coffee and dates
• The catering service for five days in the form of a buffet
• Drinks (hot and cold) around the clock

Breakfast

A varied menu of cheeses, eggs, pastries, cold and hot drinks

Lunch and Dinner

A varied menu of salads, cold and hot appetizers, and meals of Saudi Kabsa, fish, or vegetables, with a varied menu of sweets and fruits, in addition to soft drinks, dairy and juices

Arafat

• Buffet Lunch
• Drinks (hot and cold) around the clock
• A varied menu of salads and cold appetizers
• The main types of Saudi meals such as Kabsa and other meals
• Variety of sweets and fruits

Muzdalifah

Dry meal – cheese, some pastries, biscuits, fruits, cold and hot drinks