Moataz E.
1/5
In my experience, private feedback wasn’t always acknowledged or responded to, which makes it important to share this publicly.
My Hajj experience in 2025 with Falcon Travel (as facilitator) and Dur (as service provider) under the new Nusuk system was not perfect.
Positives:
The spiritual experience was Alhamdulillah fulfilled.
Hotel in Madinah was excellent; Makkah hotel had a great location but needed renovation.
Mina and Arafat camps were well-managed in terms of cleanliness and food. The Mina camp was only a 5-minute walk to Jamarat, which was a major benefit.
Arafat camp was highly comfortable — maybe too luxurious for such a spiritual setting, but services were top quality.
Challenges:
Pre-Hajj communication was limited: Key changes — such as the return flight date being shifted by one day — were not proactively explained. Although the itinerary was shared, it wasn’t clarified that we would need to vacate the hotel by noon even though our flight was at 6 AM the following day.
Last-minute hotel change: Due to the above, the group had to push for an additional night’s stay. Only after pressure was an alternative hotel offered — but it was far from the Haram and disrupted the final day.
Hady payment: $250 CAD was collected on arrival, even though the Saudi government offers a tracked option for ~190 CAD. No explanation was provided for the price difference.
Train to Makkah confusion: Although the high-speed train was originally included, there was an attempt to switch to a VIP bus. After group objection, the train option was honored — it was a much better choice.
Mina entry was disorganized: Bracelets were not distributed on time, leading to 3+ hour bus delays. Some pilgrims had to stand due to overcrowding.
Transport from Mina to Haram: Poor coordination; many pilgrims walked or requested to rely on public buses due to unclear logistics.
Facilitator role unclear: Falcon had a very limited role during the trip. There was a noticeable lack of staff support. When pilgrims raised concerns, some were met with defensiveness , at times dismissive tone, or even accused of creating unnecessary conflict, rather than receiving clear responses.
Lack of accountability: In most issues, Falcon and Dur deferred responsibility to each other.
Advice to future pilgrims:
While many aspects were spiritually fulfilling, the facilitator (like Falcon) has little control under the Nusuk system. The quality of your journey depends heavily on the service provider (like Dur) — so choose that carefully.
Not Recommended
