There is no gainsaying the fact that tour operators play significant roles and provide services for all categories of travellers globally, including the annual Hajj and Umrah pilgrims to the Kingdom of Saudi Arabia.
In this abridge interview, the Chief Executive Officer of DUBU Travels fielded some enlightening questions from IHR. Enjoy your read.
HR: May we please meet you and give us a brief profile of DUBU Travels within the context of Hajj and Umrah operations?
Ans: My name is Sara Sani Umar. I’m the Managing Director of Dubu Travel Agency Ltd. A travel and tours company working from Kano and I joined my mother, Hajiya Halima Sani Umar, in running the company about 15 years ago.
We have been giving Hajj and Umrah services for the past 39 years. In those years we have provided ticketing, visa and accommodation services for our clients; we have also embarked on Hajj operations and catered to thousands. We have been allocated 2,000 slots now as more agencies entered the system. We have seen the system, though with challenges, evolve for the better in those years, Alhamdulillah!
HR: The Kingdom of Saudi Arabia has introduced a policy of downsizing the number of Private Tour Operators for the 2024 Hajj. Is Dubu Travels among the 40 Tour Operators selected by NAHCON to operate this year?
Ans: Yes! There has been a downsizing of tour operators for most countries of the world, but we are not part of the 40. We are part of the 110 companies licensed by NAHCON, which I feel is fine. We are used to collaborating with our colleagues. This is a new phase in Hajj and Umrah operations and for efficiency, we are open to whatever new policies the Saudi authorities improve to make Hajj operations more efficient.
HR: During Hajj 2023, there were reported cases of service failure, especially in Mina. what were your experiences like last year and what are your operational plans for this year?
Ans: Yes, Hajj 2023 was not a very good year in terms of services. Our company was greatly affected. In Mina the tents were overcrowded, the toilet facilities were bad and food and water were not adequate. We had to make other arrangements in terms of food water, and sanitary solutions for our clients. Our VIP clients were denied tents in Mina and Arafat. The first night they slept in a storage room with makeshift blankets, and no mattresses.
It was a very distressing situation. We have petitioned the authorities countless times last year and we are determined to be on the ground ahead of the process; make sure we inspect whatever facilities promised and not just trust and believe it shall be done. Unfortunately, that blanket trust has been fractured, especially since no concrete form of apology or acknowledgement has been given to our clients by the affected service providers.
HR: As you said, your company has been in existence for almost 39 years. Do you have plans for expansion or a foray into other areas to mark its milestone achievements?
Ans: Yes, Alhamdulillah! We have, yes, we are trying to put measures in place so our agency can survive without us. to be an entity, especially Online, where you would not need to meet me or any member of staff to book for a Hajj or Umrah package. The system is evolving and someday allocations will be a thing of the past. So, we will have to evolve with the system, In-shaa Allah!
