When an Umrah package goes wrong – your rights under package travel law

Holiday Lawyers • January 20, 2026

Holiday Lawyers has recently been instructed by a UK family following a deeply distressing Umrah pilgrimage that went seriously wrong due to failures by the travel organiser.


The case highlights why it is critical for travellers to understand whether their trip is legally classed as a package holiday, and what protections apply when things go wrong abroad.


The background: what should have been a supported Umrah journey


Our clients booked an Umrah package that included:

  • International flights
  • Hotels in Makkah and Madinah close to the Haram
  • Ground transport
  • Ziyarah (religious tours)


The package was chosen specifically because elderly and disabled family members were travelling. Proximity, stability and reliability were essential.


Instead, the family experienced repeated failures throughout the trip.


What went wrong


During the pilgrimage, the organiser failed to provide key elements of the package, including:


  • Cancelled and repeatedly changed flights, including return flights
  • Periods where no confirmed return flight was in place
  • Being told to arrange and fund their own flights while abroad
  • Multiple hotel moves and downgrades without agreement
  • Placement in unsuitable and unhygienic accommodation
  • Hotels located far from the Haram despite assurances and payment for nearby hotels
  • Inadequate transport for disabled passengers
  • Missed or substandard Ziyarah services


As a result, the family was forced to use personal funds and credit cards to secure flights, hotels and transport, while dealing with constant uncertainty and anxiety.


Why this matters legally: package travel protections


Many travellers do not realise that when flights and accommodation are sold together by the same company for an inclusive price, the booking is almost always a package holiday under the Package Travel and Linked Travel Arrangements Regulations 2018.


This is crucial because:


  • The organiser is legally responsible for all parts of the trip
  • It does not matter if failures are caused by airlines, hotels or overseas suppliers
  • Travellers should never be left to self-fund essential elements of the package


Where a package is not properly performed, the law provides clear remedies.


What travellers can claim when a package holiday fails


In appropriate cases, compensation can include:


  • Reimbursement of out-of-pocket expenses
  • Refunds or price reductions for downgraded services
  • Compensation for distress, disruption and loss of enjoyment


Where the trip is a once-in-a-lifetime or religious journey, and where disabled or elderly travellers are affected, claims for distress and loss of enjoyment are often more significant.


Common tactics we see from failing organisers


In this case, the organiser later:


  • Admitted mistakes but delayed refunds
  • Attempted to limit compensation to narrow price differences
  • Described legal entitlements as “goodwill”
  • Asked for public reviews to be removed as part of resolution discussions


These tactics are not uncommon and do not override a traveller’s legal rights.


How Holiday Lawyers can help


Holiday Lawyers acts for clients nationwide in package travel claims, including:


  • Umrah and Hajj packages
  • Family holidays
  • Long-haul and luxury trips
  • Holidays involving elderly or disabled travellers


We act on a no win, no fee basis for package travel claims where the law applies, removing financial risk for clients who have already suffered losses.


If your Umrah or holiday package has gone wrong


If you:


  • Booked flights and accommodation together
  • Were forced to pay out of pocket abroad
  • Experienced hotel downgrades or cancellations
  • Were left without confirmed return flights


You may have a strong legal claim.


Contact Holiday Lawyers for a confidential assessment of your situation.


This article is based on a real case we are currently handling. Client details have been anonymised.

By Holiday Lawyers August 18, 2026
A major Salmonella outbreak affecting people across the UK has resulted in 207 confirmed cases, dozens of hospital admissions and one death , according to the UK Health Security Agency (UKHSA). The outbreak is being investigated by UKHSA and the Food Standards Agency, with the strongest evidence identified so far pointing towards egg consumption and potentially eggs imported from outside the UK . Holiday Lawyers founder Aman Dhillon , a Solicitor Advocate who represented victims of the major imported egg Salmonella outbreak in 2014, is urging anyone seriously affected by the latest outbreak to preserve evidence and seek specialist advice. The official UKHSA outbreak report was published on 18 August 2026. The outbreak has also been widely reported nationally, including by Sky News and ITV News . What do we know about the latest Salmonella outbreak? According to UKHSA, 207 confirmed cases of Salmonella Enteritidis associated with the outbreak have been identified between 11 August 2025 and 1 August 2026. Of these: 199 cases are in England 6 are in Scotland 1 is in Wales 1 is in Northern Ireland 47 cases are in London 38 cases are in Yorkshire and the Humber 38% of those for whom information was available were admitted to hospital Two people developed bloodstream infections One death has been associated with the outbreak Those affected range from babies to people aged 90. UKHSA says whole genome sequencing has shown that the confirmed cases belong to the same genetic cluster, indicating a common source of contamination . Investigators have interviewed more than 100 people affected by the outbreak. A significant proportion reported eating food prepared outside their home before becoming ill. UKHSA says the evidence surrounding egg consumption is currently the strongest signal identified during the investigation . Food chain investigations have established that some of the premises concerned received eggs from several sources, including egg importers . At present, UKHSA says that no link has been identified with UK produced eggs or poultry . The similarities with the 2014 imported egg Salmonella outbreak The circumstances will be particularly familiar to Aman Dhillon. In 2014, while a partner and Head of the Public Health team at Irwin Mitchell, Aman represented 28 people who contracted Salmonella after eating at The Real China restaurant in Eastleigh, Hampshire . The restaurant cases formed part of a much wider national Salmonella outbreak associated with eggs originating from Germany. The group represented by Aman ultimately recovered a £275,000 settlement . The settlement and his involvement in the case were reported at the time by The Caterer and FarmingUK . The wider 2014 outbreak, which affected almost 250 people in Britain and was investigated in connection with a single source of eggs, was also reported by The Guardian . Aman said: “The parallels with 2014 are striking. Then, as now, the evidence pointed towards imported eggs and ordinary consumers became seriously ill simply as a result of eating food they believed was safe. “What is particularly concerning about the present outbreak is the severity being reported. More than one in three of those for whom information is available required hospital admission, two people developed bloodstream infections and one death has been associated with the outbreak. “Confirmed cases are also unlikely to represent every person affected. Many people who develop gastric illness never provide a stool sample and their illness is therefore never laboratory confirmed. “Anyone who believes they may have been affected should preserve their medical records, receipts, booking information and any other evidence identifying where and what they ate. This is particularly important for anybody who required hospital treatment or received a confirmed Salmonella diagnosis.” What are the symptoms of Salmonella? Salmonella commonly causes gastrointestinal illness. Symptoms can include: diarrhoea stomach cramps nausea vomiting fever or a high temperature Symptoms will often develop within a few days of exposure to contaminated food. For many people the illness resolves without significant medical treatment. In more serious cases, however, Salmonella can lead to dehydration, hospitalisation and invasive infection. Bloodstream infections and sepsis are among the potentially serious complications identified by UKHSA, particularly among vulnerable individuals. Can you claim compensation after contracting Salmonella? Where Salmonella has been contracted because contaminated food was supplied by a restaurant, hotel, takeaway, caterer or other food business, those affected may have grounds to pursue compensation. Every case depends upon its individual circumstances and establishing the likely source of infection can be crucial. Evidence can include: stool sample results confirming Salmonella GP and hospital records receipts and bank or card transactions restaurant bookings photographs of meals information about what was eaten details of others who ate at the same premises and became ill public health or environmental health investigations In a significant outbreak, evidence from numerous individuals can help establish a pattern and identify a common source. Specialist Salmonella and food poisoning lawyers Aman Dhillon has approximately 20 years’ experience acting in food poisoning and serious illness cases. He previously founded and headed the Public Health team at Irwin Mitchell and has represented thousands of people affected by illness outbreaks in the UK and overseas, including large group actions arising from Salmonella and other foodborne pathogens. He now leads Holiday Lawyers , a specialist practice representing people affected by food poisoning, holiday illness and serious illness outbreaks both within the UK and abroad. Commenting on the latest investigation, Aman added: “Food businesses and those responsible for placing food into the supply chain have important legal responsibilities concerning consumer safety. “In 2014 we were able to secure compensation for a group of people affected by an outbreak connected with imported eggs. The priority now must be to establish precisely what has caused this outbreak and ensure that those responsible are held accountable where the evidence supports it. “Above all, there is now a family who have lost somebody in circumstances associated with this outbreak. That demonstrates why food safety and proper investigation of outbreaks such as this matter so much.” Have you been affected by the UK Salmonella outbreak? If you have been diagnosed with Salmonella , required hospital treatment following serious gastrointestinal illness, or believe your illness may be connected with the current outbreak, Holiday Lawyers can provide specialist advice . Our lawyers have extensive experience investigating both individual food poisoning claims and major group outbreaks. Contact Holiday Lawyers today to discuss your case.  www.holidaylawyers.co.uk
By Holiday Lawyers August 4, 2026
Holiday Lawyers has been instructed to investigate a potential holiday illness claim after a nine year old boy was hospitalised for three nights with acute gastroenteritis following a Jet2 package holiday to the Calista Luxury Resort in Belek, Turkey. The child became seriously unwell during the family’s stay and required admission to hospital, where he underwent blood and stool testing, received intravenous fluids and antibiotic treatment before eventually being discharged. The family has retained comprehensive medical records, hospital reports and invoices relating to the illness, and has now instructed Holiday Lawyers to advise on a potential claim. Amandeep Dhillon, Founder of Holiday Lawyers, said: “Every parent dreads seeing their child become seriously ill while abroad. What should have been a relaxing family holiday instead resulted in a hospital admission, invasive investigations and several days of treatment. “We are now reviewing the available evidence, including the medical records and chronology of events, to assess the merits of a claim. Cases involving hospitalisation overseas often require careful investigation and early preservation of evidence. “We would usually recommend that holidaymakers seek specialist legal advice before entering into detailed correspondence with the tour operator, as the way a claim is presented from the outset can be important.” Holiday Lawyers has represented thousands of holidaymakers over many years and recovered millions of pounds in compensation for clients affected by illness abroad. The firm is currently acting for clients in relation to food poisoning and gastric illness claims arising from a number of destinations worldwide. If you or a member of your family has suffered serious illness during a package holiday abroad, Holiday Lawyers offers a free initial assessment of your potential claim.