Jakarta – In an effort to improve the quality of services to Indonesian hajj pilgrims in 1446 H/2025 AD, the Hajj Pilgrimage Organizing Officers (PPIH) have operated two main communication channels: the Hajj Escort application and the WhatsApp Center. This step aims to make it easier for pilgrims and their families to submit questions, suggestions, criticisms, and complaints related to the organization of the hajj pilgrimage.
The Person in Charge of WA Center Management and Hajj Escort at PPIH Saudi Arabia, Edayanti, said that in the past week there were 153 questions received via the WA Center and 103 others via the Hajj Escort application.
“These questions cover various topics, such as accommodation, lost items, transportation services, pilgrims separated from their groups, and information regarding the Nusuk card, the issuance process of which is the authority of the Syarikah,” he explained.
Edayanti emphasized that the existence of these two communication channels is not just a means of complaint, but also an important link between the congregation and officers.
“Through these two communication channels, we want to contribute as a bridge of information between the congregation and officers so that the service process continues to improve,” he added.
Meanwhile, the management of these two communication channels is centered at the Hajj Affairs Office (KUH) of the Indonesian Consulate General, Jeddah, with six personnel working in two shifts to ensure a quick response to every question received. If a question requires follow-up in the field, the information is immediately channeled to the person in charge of the service in the Airport, Medina, and Mecca Work Areas (Daker).
Edayanti also added that more than 75% of the questions received have been followed up to completion.
“Around 25% of questions are still in the verification and confirmation process with the relevant service unit so that they can be resolved immediately. The speed of follow-up is very dependent on the accuracy of the information provided by the congregation or their families,” he said.
The Kawal Haji application, which can be downloaded via the App Store and Play Store, offers various features to help pilgrims. In addition to being a complaint channel, this application also allows pilgrims to provide appreciation for the service of officers. The GPS feature in the application helps officers find the position of pilgrims who are separated from the group, so that problems can be resolved.
On the other hand, ahead of the peak of the hajj, the Saudi Arabian Hajj Pilgrimage Organizers (PPIH) are strengthening the readiness of pilgrim services, especially in the Grand Mosque area. Special Sector Officers (Seksus) are on standby 24 hours to provide assistance, protection, and assistance for Indonesian pilgrims who are active in the mosque area.
Head of the Makkah Working Area (Daker), Ali Machzumi said that the Seksus Officers are ready to help with whatever the pilgrims need at the Grand Mosque, including if someone gets lost, needs a wheelchair, or needs information about carrying out worship.
With these two communication channels, PPIH hopes to be a bridge of information between pilgrims and officers, and ensure that the service process continues to improve. This step is in line with the Ministry of Religious Affairs’ commitment to provide the best service for Indonesian hajj pilgrims.
For more information, pilgrims and families can access the Kawal Haji application via the App Store and Play Store, or contact the WhatsApp Center at +966 50 350 0017.
[edRW]
