Riyadh: The Pilgrims Care Center, accessible through the unified hotline 1966, serves as a key pillar of communication with pilgrims and visitors by providing constant support and guidance services and handling inquiries, reports, and feedback in more than 11 languages. The center supports efforts to enhance service quality in line with the goals of Saudi Vision 2030 and the Pilgrim Experience Program.

According to Saudi Press Agency, the Ministry of Hajj and Umrah stated that the center operates through an integrated digital and operational system linked to field centers and relevant authorities. This enables faster response times, more efficient handling of requests, and directs beneficiaries to the appropriate services and channels. It also follows up on reports and measures the satisfaction of pilgrims with the services provided throughout their journey, from arrival to departure.

The ministry reported that the center has received more than 134,000 calls since the start of the Umrah season on 15 Dhu Al-Hijjah 1447 AH, achieving an overall customer satisfaction rate of 91.45%, with an average response time of three seconds. During the Hajj season 1447 AH, the center handled more than 330,000 calls, with an average response time of 10 seconds, zero missed calls, and a beneficiary satisfaction rate of 93.13%. These figures reflect the efficiency of the center's operational system and its rapid response.

Moreover, the ministry mentioned that the center continues to enhance the quality of its services in line with international best practices by implementing the COPC quality and continuous improvement standard. The center is automating workflows and strengthening integration with partner entities to support faster service delivery and improve the efficiency of services provided to pilgrims and Umrah performers. Additionally, the ministry affirmed the center remains fully prepared to receive inquiries from pilgrims, Umrah performers, and visitors around the clock via the unified hotline 1966.