Once you arrive in Saudi Arabia, a little preparation goes a long way. This article explains how to stay in touch during your trip, what to do if you are separated from your group, which emergency numbers to call, how to reach your embassy and where to go if you lose something at the Haram.
Staying in touch during your trip
A local SIM or eSIM is the simplest way to stay connected. They are sold at the airports in Jeddah and Madinah and in shops near the Haram, and you will usually need your passport to register one. Save your hotel’s address and phone number, your group leader’s number and our contact details before you land.
During your trip, share your live location with family members, and agree times to check in each day. Keep a power bank with you, as long days at the mosque drain batteries quickly.
What to do if you get separated during your trip
Stay calm and stay put
If you lose your group inside the mosque, stop at a clear landmark rather than wandering.
Use your meeting point
Go to the numbered gate or landmark you agreed before you entered.
Call or message
Phone your group leader or family. Mobile signal can be weak inside, so try near an exit.
Ask for help
Security staff and volunteers are stationed throughout the Haram and can direct you or contact lost and found services.
Show your hotel card
Carry a card with your hotel name in English and Arabic so a taxi or officer can take you back.
Medical help during your trip
Medical centres and first-aid points operate in and around both Holy Mosques, and government hospitals treat pilgrims in an emergency. Keep your travel insurance details and emergency assistance number with you, and call your insurer as soon as possible if you need treatment. Heat exhaustion is common during your trip, so drink water regularly and rest in the shade.
Contacting your embassy
If you lose your passport, are arrested or face a serious emergency, contact your country’s embassy or consulate. Many countries have a consulate in Jeddah as well as an embassy in Riyadh. UK citizens can find contact details and current advice on the UK government’s Saudi Arabia travel advice; other governments publish similar pages.
Lost passport
Report the loss to the police and to your hotel, then contact your embassy for an emergency travel document. A photocopy or scan of your passport and visa makes this much faster, which is why our documents checklist recommends keeping copies.
Lost property at the Haram
Both Masjid al-Haram and Masjid an-Nabawi have lost and found offices. Ask security staff or volunteers for directions to the nearest one and describe your item, where you lost it and when. Shoes are the most commonly lost item: carry a small bag for them, or note the number of the shoe rack you use.
Help from our team during your trip
If you booked through us, use the contact details in your confirmation. You can also email [email protected] or message us on WhatsApp, if shown on our contact page, quoting your reference. For worship questions, our Umrah guide works well on a phone.
During your trip: frequently asked questions
Which number do I call in an emergency?
911 is the unified emergency number in major cities. 997 (ambulance), 998 (civil defence) and 999 (police) are also in use.
Is there Wi-Fi in the Haram?
Connectivity varies. A local SIM or eSIM is more reliable than relying on public Wi-Fi.
What if I lose my phone?
Report it to the lost and found office and the police, and use your printed copies of permits and contacts.
Can my family track me?
Yes. Sharing your live location with family is one of the simplest safety steps.
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