The Pakistan Hajj Mission’s ‘Lost & Found’ Cell has achieved an exceptional performance during the ongoing Hajj season, successfully resolving all complaints related to missing pilgrims and recovering thousands of misplaced belongings, according to a statement issued by the Ministry of Religious Affairs and Interfaith Harmony here on Saturday.
The statement said the dedicated cell, established to facilitate Pakistani pilgrims in Saudi Arabia, has maintained an impressive complaint resolution rate concerning missing persons, luggage, wheelchairs and other essential belongings in the holy cities.
Head of the Lost & Found Cell and Deputy Secretary of the ministry, Tariq Muhammad Khan, urged pilgrims to properly label their luggage by clearly mentioning their Hajj card number, building number and city of origin to ensure quick identification and recovery in case of loss. He said that with proper labeling, lost items are often traced and delivered back to their owners within a matter of hours.
Sharing operational details, he said the cell received a total of eight complaints regarding missing Pakistani pilgrims in Makkah, all of whom were successfully located and safely escorted back to their accommodations, achieving a 100 percent resolution rate.
The statement further revealed that out of 2,151 luggage complaints registered so far, 2,143 bags have been successfully recovered and returned to their owners, leaving only eight cases pending, reflecting an approximately 98 percent recovery rate. Similarly, of 62 complaints regarding missing wheelchairs, 60 have been successfully resolved, with only two cases under process.
In a notable display of honesty and professionalism, the Lost & Found Cell also recovered and returned cash amounting to more than 6,800 Saudi Riyals—equivalent to approximately Rs510,000—to the rightful owners, ensuring that pilgrims did not suffer financial losses during their sacred journey.
Explaining the operational mechanism, Tariq Muhammad Khan said a robust logistics system has been put in place to transport luggage from Jeddah and Madinah directly to residential buildings of pilgrims. He explained that since many pilgrims proceed for Umrah immediately upon arrival, unattended luggage left outside accommodations for more than six hours is taken into custody for safekeeping to prevent theft, damage or misplacement.
To further facilitate pilgrims, the mission has introduced a digital complaint registration system through the Pakistan Hajj App and WhatsApp, enabling pilgrims to report missing items without visiting an office physically. He also advised pilgrims to verify their belongings upon receipt to avoid confusion caused by similar luggage designs.
The Lost & Found Cell continues to operate round the clock in two shifts under the supervision of the central control room, with officials and support staff working tirelessly to provide prompt assistance and ensure a smooth pilgrimage experience for Pakistani pilgrims in Saudi Arabia.
