Saudi Arabia’s Ministry of Hajj and Umrah is banking on technology and digital transformation to enhance services for pilgrims, Umrah performers, and visitors from around the world, aiming to deliver a seamless and comfortable experience.
The ministry has made significant strides in digitizing procedures, using technology to simplify access and improve convenience for those visiting the Kingdom’s holy sites.
This focus on innovation took center stage during the Umrah and Ziyarah Forum (UZF) in Madinah, officially inaugurated by Prince Salman bin Sultan bin Abdulaziz, the Governor of Madinah. The event drew key figures and leading companies from the Hajj, Umrah, and hospitality sectors.
Panel discussions underscored the ministry’s strategy of leveraging technology as a cornerstone in its efforts to improve the pilgrim experience, reflecting a broader national push towards digitalization across vital sectors.
Prince Salman underlined Saudi Arabia’s deep commitment to the development of Makkah and Madinah, stressing the Kingdom’s dedication to enhancing the religious, historical and cultural significance of the two holy cities.
Speaking at the forum, he said the Saudi leadership and people consider it an honor to serve the holy cities, a tradition upheld by the Kingdom’s rulers since its founding.
“God has blessed this country, its people and its leadership with the privilege of serving the holy sites,” the prince said. “Our leadership continues to lead in serving Islam and Muslims, ensuring the safety and comfort of pilgrims.”
He highlighted that major projects, including the expansion of the Two Holy Mosques in Makkah and Madinah and the ongoing development of services for pilgrims, reflect this commitment.
“These achievements are part of a prosperous era led by Custodian of the Two Holy Mosques King Salman bin Abdulaziz and Crown Prince Mohammed bin Salman,” he added.
He also underscored the ongoing development of the Prophet’s Mosque and surrounding Islamic heritage sites as part of a broader effort to enrich the spiritual journey of pilgrims and visitors, while reinforcing their connection to the life of the Prophet Mohammed.
Prince Salman said the upgrades aim to provide a meaningful and faith-aligned experience that reflects the Kingdom’s humanitarian mission rooted in Islam, Arab heritage, and universal values of peace.
The forum, he continued, serves as a key platform for decision-makers, investors, innovators, and sector leaders from across Saudi Arabia and abroad to collaborate, exchange ideas, tackle challenges, and explore opportunities in the Umrah and visitation ecosystem.
The forum features more than 60 sessions and workshops, focusing on three pillars shaping the future of pilgrimage: aviation, smart cities, and the development of sacred sites. Discussions revolve around leveraging technology and transformative logistics to boost the visitor experience.
“This forum is a strategic platform to chart a new course for the future of Umrah and pilgrimage,” the governor said.
Saudi Arabia’s Minister of Hajj and Umrah Dr. Tawfiq Al-Rabiah underscored the pivotal role of digital transformation in streamlining services for pilgrims, citing significant progress in digital platforms aimed at enriching the spiritual journey to the Kingdom’s holy sites.
He noted the success of the Nusuk app, which now offers more than 100 services and has attracted over 18 million users.
He said the app, a cornerstone of the Kingdom's digital Hajj and Umrah strategy, allows users to book permits for Umrah, access to Al-Rawdah Al-Sharifah, Haramain High-Speed Railway tickets, and browse through the integrated “Nusuk Market.”
It also includes a rich selection of historical sites, cultural destinations, and museums to enrich the pilgrim experience.
Al-Rabiah pointed to the concrete results of this digital drive, revealing that in the first quarter of 2025, more than 6.5 million Umrah performers and visitors arrived from outside the Kingdom—an 11% increase compared to the same period last year.
He also highlighted improvements to the experience of visiting Al-Rawdah Al-Sharifah, where daily capacity has tripled since 2022 to accommodate over 52,000 visitors per day.
Moreover, satisfaction rates have climbed from 57% in 2022 to 81% in 2024, he added, reflecting the Kingdom’s ongoing efforts to empower and facilitate the journey of pilgrims.
The UZF serves as a key platform for shaping the future of Saudi Arabia’s pilgrimage services, said Amr Al-Maddah, Deputy Minister of Hajj and Umrah for Pilgrim Services.
Speaking to Asharq Al-Awsat, Al-Maddah said the forum helps define strategic priorities for the Umrah and visitation ecosystem, with a clear aim of bolstering the experience for visitors and pilgrims.
He noted that the event also functions as a marketplace, facilitating partnerships between companies and agents, boosting sector competitiveness, and honoring high-performing service providers.
It also provides clarity on operational mechanisms for the upcoming pilgrimage season.
On the role of technology, Al-Maddah emphasized that digitalization remains the cornerstone of the ministry’s approach to improving service delivery.
“With Saudi Arabia’s advanced digital infrastructure and the ministry’s adoption of cutting-edge technologies, we are focused on raising the quality of services provided to pilgrims,” he stressed.
