HELP
Frequently asked questions
Answers about Hajj, Umrah, packages and preparation. Speak to the team about the details for your journey.
Before you book
Ask about your plans and understand the next steps.
- Is an enquiry a booking?
No. An enquiry or registration of interest alone does not constitute a booking. Any payment towards a trip constitutes a booking and is linked to an invoice. Your deposit locks the invoice price for the selected trip.
- How quickly will you reply?
We reply to enquiries by email. If your question is urgent, WhatsApp or call the team.
- Can I visit the office before I decide?
Yes. Kyato Complex, Bombo Road, Kampala. Coming in person is often the fastest way to work through a family or group trip.
- Do you run group or corporate packages?
Not as a standard product yet. If you are coordinating for a company or an organised group, speak to the team directly and we will work through what is possible for your situation.
Packages and payment
Compare inclusions, room arrangements and costs.
- What is included in a package?
Our Umrah packages include return flights, visa processing, hotel bookings, Haramain train, ground transport, guides, Umrah activities, ziyara, darasa, pilgrim support and Zamzam water. Hotels, airline and meals vary by departure and package; the team explains the inclusions and any separate costs before you choose.
- What is the fare based on?
Listed calendar fares are per person, based on four people sharing a room. Tell us about any different room arrangement you need so we can discuss availability and the cost.
- When is payment due, and what happens if I cancel?
Full payment is due at least 14 calendar days before departure. For bookings accepted fewer than 14 days before departure, full payment is required immediately. For cancellation requests received at least 21 calendar days before departure, we deduct 25% of the total trip price, capped at the payments received. For requests received fewer than 21 days before departure, we deduct the higher of 25% of the total trip price or documented unrecoverable costs committed to your booking. These amounts are not added together, and the deduction cannot exceed what you have paid. We provide a breakdown and refund the remainder. Refunds are sent or released 14 calendar days after the booked trip’s return date. This is the release date; arrival in your account may take longer. Send cancellation or refund requests to info@alhilaltravels.com.
- Is the Haramain train included?
Yes. The Haramain train is included in the Umrah packages in our journey calendar.
- Can I change or postpone my trip?
Change or postponement requests received at least 21 calendar days before departure incur no extra change fee. If you move to another trip, that trip’s price applies. Send requests to info@alhilaltravels.com.
- Can I book after the advertised deadline?
Late bookings may be accepted where spaces remain and there is enough preparation time. The team must confirm acceptance. Full payment is due at least 14 calendar days before departure. For bookings accepted fewer than 14 days before departure, full payment is required immediately. Any late price is communicated and agreed before confirmation.
Documents and visas
Understand the documents and arrangements for your journey.
- What documents do I need?
We send the checklist for your journey and explain the requirements for your route and season. Submit all required travel documents no later than 10 calendar days before departure. If you are booking fewer than 10 days before departure, speak to the team about document handling before proceeding.
- Do you guarantee a visa?
No. Al-Hilal does not control immigration authorities. We tell you the status of your application — applied, issued or outstanding — and an application is never an approval.
- Can you get me a Rawdah appointment?
We help you request an appointment through the official system. Access is by appointment and we cannot guarantee a place.
- Who can see my personal information?
Your readiness record is restricted. Someone paying for your trip is not automatically entitled to it — we ask you before we share anything, and we record what you agreed to.
Preparation
Learn about the darasa, guidance and support before you travel.
- When are the darasa sessions held?
Our in-person darasas take place before departure. Contact the team for the session arrangements for your journey.
- What if I cannot attend the session?
You get an equivalent briefing, arranged individually. Nobody travels unbriefed, and missing the group session is not held against you.
- Who answers a question about the rites?
Our sheikhs provide religious guidance. Bring your questions to the darasa or ask the team to connect you with a qualified guide.
- I am travelling with an elderly parent. Is the trip suitable?
Tell us about your parent’s support needs. We can discuss the hotel location, walking routes and help available for the departure before you choose. Questions about medical fitness to travel should be discussed with a qualified clinician.
On the journey
How to ask for help during your journey and on your return.
- How do I reach you while I am there?
The team explains who to contact and how to reach them during your journey. Ask for help with travel arrangements or speak to the guide about the rites.
- What happens if I get separated from the group?
Your briefing covers meeting points and how to reach the team. Keep those details with you and contact the team if you become separated.
- Can I decline an optional activity?
Yes, and it costs you nothing. Optional activities are labelled as optional. If you stay behind, your care arrangement is recorded and someone is still responsible for you.
- What happens after I get home?
Our support covers your return travel arrangements. Contact the team about any outstanding journey concern, payment or refund question so we can explain the next steps.
Hajj 2027
Interest registration and the season’s arrangements.
- How do Hajj registrations work?
Register your interest, we confirm the season’s arrangements, then we offer you a place in writing. Nothing is owed until that third step.
- When will the 2027 dates be confirmed?
When official Hajj arrangements are set. We publish what is settled and what is not, rather than dates no operator can hold.
- Does registering my interest reserve a place?
No. Places depend on official allocation. Registering interest is not a booking and not an allocation.
- What does the USD 6,200 cover?
The listed Hajj fare is per person, based on four sharing. The full inclusions will be explained with the confirmed season’s package; ask the team about the current arrangements.
- What preparation happens before Hajj?
Pre-departure teaching covers the rites and the practical journey. The team explains the preparation and document checklist for your Hajj departure.
Speak to the team
Tell us your preferred month and who is travelling. We will explain the departure options, package costs, preparation and support. Speak to us about any questions before you choose.