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.