Information for Travellers During COVID-19
Frequently Asked Questions

Frequently Asked Questions?

Registration Related FAQs

Is it compulsory to register on zamzam.com in order to make booking? No, it's not obligatory for users to register on zamzam.com to make any bookings. You can continue as Guest. However, we recommend to get registered on zamzam.com to get the details of the best of our offers and promotions.

What is the process of registering? To register, kindly enter your name, email address, phone number, and nationality in the registration section.

How can I change my username/mobile, etc. Go to your profile details to change your name, mobile number, or country of residence. To change your username, which is also your email address, you need to send us an email or call us to get it updated.

Is email verification is mandatory? Yes, it is mandatory to verify your account.

Flight booking related queries

How do I know my booking is confirmed? After completing your payment process, booking confirmation will be sent to you through e-mail along with your flight ticket.

What should I do in case my name is misspelled on the booking? To correct your name on the booking, call us on our customer care numbers or send us an email, and our concerned team will take it up with the airline.

How to check the baggage policy for my flight? Before booking you must read all terms and conditions, baggage policy, and fare policy through review booking.

How early should I arrive at the airport prior to the flight time? Alteast 3 hours prior to the departure time.

Can I combine my trip with a stopover in another country? Yes, Saudi Arabian Airlines offer many onward destinations at a small extra charge including destinations in the Middle East, Africa, Asia and the Far East. Other carriers such as Emirates, Etihad, Turkish Airlines, Qatar Airways, Gulf Air, Egypt Air and Royal Jordanian also offer stopovers and onward trips. However you must enter the Kingdom within one month from the issued date of visa.

What if, I face any problem after arrival in Saudi Arabia? We have an exceptional team in Saudi Arabia. We make sure that no problem arises while you are staying in Saudi Arabia. It is highly unlikely that you will encounter any problem during your stay. If you are still not satisfied with anything, you can contact our office by phone during office hours and we will try to resolve the issue at the early. You will also be provided phone numbers of key contacts in Saudi Arabia before you travel.

Who is responsible for the reconfirmation for the flights? Passenger himself is responsible for the reconfirmation of the flights in advance.

How to manage in case of flight cancellation from the Airlines? To manage cancellation, passengers need to directly contact the concerned Airlines/Agency.

Hotel Booking related queries

How will I know if my booking is confirmed? After completing your payment process, booking confirmation will be sent to you through e-mail along with your hotel voucher.

Can I make a booking on behalf of someone else? Yes, you can make a booking on behalf of someone else.

How to check the hotel policies? You can check all hotel policies on our website before booking or on the official website of any particular hotel.

Where do I get contact details for the hotel which I have booked? Hotel contact details will be provided in the booking confirmation sent through email.

What are the hotel's check-in and check-out times? Earliest hotel check-in time is 5pm, and the latest check-out time is 2pm. We cannot be held liable for accommodation not being available beyond these times. If a flight is arriving earlier than the check-in time on the day of arrival, we advise that accommodation is also booked for the night prior.

Do I need to carry some documents to the hotel while checking in? Yes, it is required to bring your reservation voucher during check-in along with a valid copy of ID/Passport.

How can we know which are the recommended / preferred hotels? You can find recommended hotels on our website homepage.

How soon in advance can I make a hotel reservation prior to my trip? It depends on the requested date. Hotel availablility is impacted adversely during peak tourist season, and vice-versa.

How many passengers maximum can be booked in a group? A maximum of 9 passengers can be book in a group.

How to manage Booking Extensions? You can contact our customer care team for any amendments.

How to change the hotel if in-case required? You can contact our customer care team for any amendments.

How do I place my special requests for room with Kaaba view, Prophet's Mosque View etc.? You can select your preferred room type with view from the list with your preffered meal plan as well.

My booking is complete but I have not received any confirmation email. What to do? You can call us on our customer care numbers or you can email us and our concerned team will check the booking status and send you the hotel voucher.

After a hotel has been booked, do I need to confirm with the hotel personally? It is not necessary to confirm your reservation with the hotel personally.

I have a preferred hotel but I cannot find it in the search results. What could be the reason? We might not have availability for your preferred hotel in the selected check in/ out period or your preferred hotel has stopped reservations for the moment. In case you are flexible with your dates, please select alternatives to complete your reservation.

Whom shall I contact if I am finding it difficult to go ahead at the time of a booking? You may call us at +966-920033845 and our representatives will be happy to assist you with the booking procedures.

Transfers & Ground services related queries

What is the process upon arrival at the airport? Our representative will be at the airport, holding a signboard with your name. They will pick you up and drive you to your booked hotel.

In-case of change in program, what are the possibilities and how much time before do I need to report? We are flexible to assist you as long as you report this 24 hours prior

What is the procedure to add additional services? By calling us on our customer care numbers or you can email us and our concerned team will assist you on any concern

Umrah Packages related queries

What kind of hotels do you offer in your packages? Makkah and Madinah have different kinds of hotels. You will be staying at the hotel which is mentioned in our package. However, in a tailor made package you can choose what kind of hotel you want to stay in. We can offer 3 Star to 5 Star hotel accommodations in Makkah and Madinah.

Are there any hidden fees in the package? No, there are no hidden fees in our packages. We are a legitimate travel agency and we do not hide any charges.

Can I get the readymade packages? The packages available on www.zamzam.com are dynamic and completely customizable so that you can create your own package as per your requirement. For readymade packages, you can contact our offline team.

Cancellation & Refunds

How can I cancel my booking? By calling us on our customer care numbers or you can email us and our concerned team will assist you

Can I get refund for any unutilized services? All the services will have the cancellation and refund policies, passengers should check everything before making the booking

Can I cancel the booking and get refund in case I am not able to travel because of COVID 19 or any other unforseen circumstances? All the services will have the cancellation and refund policies, passengers should check everything before making the booking. In case of any unforeseen circumstances, we will do our best with the hotels to get you a refund but it will be subject to the hotel approval.

How long it will take to get my money back in case of refund? Within 10 to 14 working days

Visa Related Queries

What is the age limit to get a visa? 12yrs and above

What is the difference between Tourist Visa and Umrah Visa? You can perform Umrah with both but with Umrah Visa, you are restricted to visit Makkah and Madinah only. With Tourist Visa, you can visit anywhere in the KSA.

Can I perform Umrah on tourist visa? Yes you can perform Umrah with tourist visa

Can I travel around in KSA other than Makkah and Madinah on Umrah Visa? No, one can only travel to Makkah, Madinah, and Jeddah on Umrah Visa.

I am from India/Pakistan based in UAE and I am working in Dubai with a UAE Residence Visa. How do I apply for my Umrah Visa for performing Umrah? You can apply for Umrah Visa through any approved external Umrah agent in UAE

Can I book my package and then apply for Umrah Visa, or is it mandatory that I have an Umrah Visa before booking my package? Yes you have to book your package first in order to be eligible to apply for an Umrah Visa.

How much time does it take to get a Umrah Visa? Visa processing time depends on the Saudi Embassy. We recommend our clients to book their packages at least 15 days prior to the date on which you want to travel. This will give you enough time for Visa processing and preparation.

Is there a possibility on zamzam.com to get a e-visa or assistance for Umrah Visa? Once the Ministry of Hajj and Umrah will start opening e-visa procedure and this might be soon, you can get e-visa through zamzam.com portal directly while booking your Umrah package.

I have a USA Visa and a UK Visa as well. Can I straight go to Saudi Arabia on USA multiple entry visa? No, you cannot go directly to KSA without applying for visa. You have to apply for an online visa first and then you can enter KSA

What are the rules for visa for female Umrah aspirants travelling alone? With Umrah Visa, females below 45 years must have a mahram in order to enter KSA and also to perform Umrah. Women above 45 years can perform Umrah.

What is the validity of Umrah Visa ? Normally, the Umrah Visa is valid for 30 days but also depends on the valid until date on the Visa

Do I need a UAE Residence Visa to apply for Umrah Visa from UAE? Yes. You must have a valid UAE Residence Visa to apply for Umrah Visa from UAE. The UAE Residence Visa should have a validity for a minimum of 3 months.

What is the minumim passport validity to apply for Umrah Visa? Your passport should have a validity for a minimum of 6 months. If you do not have 6 months validity you cannot apply for Umrah Visa. Also, passport must have at least 2 blank pages.

Umrah Procedures and rules

Do I need to be vaccined before going for Umrah? Yes, vaccination is mandatory before coming for Umrah

When is the best time (off-peak time) to go for Umrah? “Off-season” times for Umrah will be the beginning of the Umrah season. So from the 1st of Muharram until about the middle of December. Exact dates vary each year.

How many times can I do Umrah? You can perform Umrah as many times as you want.

Will I have a guide for Umrah? Yes, you can have a guide for Umrah but you have to book it in advance.

Due to any unforeseen circumstances, if the stay in the Kingdom increases beyond the visa period, what are the processess for such scenerios? In order to get permission for overstay, there has to be a major valid reason and prior permission needs to be taken from the government before the visa expiry.

How to book Umrah & Prayer slots in Makkah & Madinah? Once the passengers enter the Kingdom, they should download the Tawakkalna application in their mobile. The app allows booking for the Umrah & Prayer Slots.

During my stay in KSA, how frequently can I perform Umrah? As per the current rule, a person can book the slot after 10 days of performing the previous Umrah.

Where can I buy SIM card? Can I make roaming calls using a local SIM card? For Umrah participants, you can use your own service provider roaming service but it can be quite expensive. So we would suggest you to buy the SIM card from the Telco kiosk, but the topup is based on packages.

Payment Related queries

What payment options are available on zamzam.com? You can pay using your credit/debit card through our secured payment gateway.

Can I make a tentative booking and pay later? No, you have to confirm your booking and pay in full to make a successful booking.

How to find my invoice and billing information? You will receive it by email after confirming your booking

Is it secure to book using my credit card? Yes our site is secured for online payments as we are using secured payment gateway and your credit card information is secured and is not stored in zamzam.com database.

Why did my payment decline? A payment could decline if your card is not authorized for online payments by your bank. In such case, you have to call your bank and ask them to authorize the online payments for your card

I tried booking and making payment however it says that the payment is being credited to United Experts...why? United Experts Co. is our registered company name.

What will happen in case the Credit Card appears invalid or has insufficient funds? In case a Credit Card appears invalid or has insufficient funds, your booking will not be confirmed.

I have made the payment. When will I get my ticket/ hotel voucher? You can call us on our customer care numbers or you can email us and our concerned team will check the booking status and send you your flight ticket or hotel voucher.

Beyond Umrah (What all you can do after Umrah)

What all services can be offered once I complete the Umrah? Zamzam.com can offer the following services beyond Umrah:

  • Religious Tour Packages (Makkah & Madinah)
  • Tourism Packages (Taif, Jeddah, Khyber, etc.)
  • Hotel Bookings across the KSA
  • VIP Services for Elite Passengers

Certified by Ministry of Hajj & Umrah