PRESS RELEASE
Standard Newspaper article of September 13, 2018 captioned “ANGRY PILGRIMS DEMAND REFUNDS FROM HAJJ OPERATOR,” alluding to supposed unhappy customers of our agency, Alpha Travel, complaining about not being transported via airplane for the Dakar to Banjul leg of their return from Hajj has been brought to our attention. The clients were transported by air-conditioned buses, the trip took 5-6 hours from Dakar to Banjul.
Alpha Travel wishes to express profound regret and apology caused by this mishap. Measures were put in place to avoid such a situation but because of circumstances beyond our control, we ended up being short on delivery. We take full responsibility for the inconvenience caused – We are sorry.
This agency prides itself on its customer service, affordable prices, and quality of delivery – best routes, etc. Our Hajj package was the cheapest – charging from D24,000 to D42,000 lower than any other agency. In Mecca, our hotels were closer to the Haram than any other agency, and in Medina, just a walking distance from the religious sites.
Throughout the course of the Hajj process, Alpha Travel had agents on the ground whose job was to answer questions, guide pilgrims, and address any concerns. The agency fully engaged the customers on all issues including the lack of air transport for the Dakar to Banjul leg for the preferred dates. Considering the not-so-good choices the agency was confronted with, the only option available was to transport the pilgrims via buses to their final destination with all their belongings intact.
This is a teachable moment for Alpha, and all processes are being fully re-evaluated to avoid a repeat of such case. Negotiations are already being undertaken with airlines to concretize travel arrangements, staff training is being planned to build on improved services, we will soon engage the Hajj Committee in The Gambia with a view to stay ahead of the curve, and a process is in place to update our technology for quality control. In Sha Allah, all can be rest assured next year’s Hajj will be different in this regard. Again – our sincere apologies to all.
