MAKKAH MUKARRAMAH, MAY 16: /DNA/ – The ‘Lost & Found’ Cell of the Pakistan Hajj Mission has demonstrated exemplary performance during the current Hajj season, maintaining an exceptional complaint resolution rate regarding pilgrims’ missing persons, luggage, and essential equipment in the holy city.
Tariq Muhammad Khan, Head of the Lost & Found Cell and Deputy Secretary of the Ministry of Religious Affairs, urged pilgrims to ensure proper labeling of their luggage by clearly mentioning their Hajj card number, building number, and city of origin. He noted that with accurate identification, the recovery and delivery of lost items are completed within just a few hours.
Speaking to the Media in Makkah, Mr. Khan provided a detailed breakdown of the cell’s operations specifically for Makkah Mukarramah. According to the latest data, the cell received a progressive total of 8 complaints regarding lost pilgrims, all 8 of whom have been successfully traced and safely escorted back to their accommodations, achieving a 100% resolution rate.
Furthermore, out of 2,151 progressive luggage complaints registered on date and previously, 2,143 bags have been successfully restored to their owners, leaving an unresolved balance of just 8 bags, resulting in approximately 98% resolution. The cell also handled 62 wheelchair complaints, out of which 60 have been resolved and delivered, leaving a minor balance of only two, making the resolution 98%.
The cell has also stood out for its high level of financial integrity. In a display of exceptional honesty, the team recovered and returned lost cash amounting to over 6,800 SAR (approximately 510,000 PKR) to the rightful owners. This service ensures that pilgrims are not financially disadvantaged due to accidental loss during their journey.
Explaining the logistics, Mr. Khan stated that a robust system is in place to transport luggage from Jeddah and Madinah directly to residential buildings. Since many pilgrims depart immediately for Umrah upon arrival, any luggage remaining unattended outside buildings for more than six hours is taken into custody for safekeeping.
To streamline the process, the mission has introduced a digital complaint system via the ‘Pakistan Hajj App’ and WhatsApp, allowing pilgrims to report missing items without visiting an office. Mr. Khan appealed to Pakistani pilgrims to verify their belongings upon receipt to avoid confusion caused by identical luggage designs.The cell continues to operate 24/7 in two shifts, driven by the dedication of the entire team and its Services Division, who are working tirelessly day and night with utmost commitment to keep this cell highly active and efficient. All these activities are monitored in real-time through the Central Control Room.
