Each year some million and a half pilgrims converge on the Kingdom from all over the world for the annual pilgrimage to Makkah. The number of those coming for Umrah — the minor pilgrimage — throughout the year is much greater. In either case, almost all of them enter the country through Jeddah, the country’s main gateway for pilgrims. From Jeddah, they move on to the two holy cities of Makkah and Madinah.
It is thus from Jeddah and then from Makkah and Madinah that the pilgrims form their impressions of the Kingdom and its people. More important than the outward appearance of the cities is the kind of treatment they receive from the moment they set foot in our country until they leave.
It is unfortunate but visitors frequently complain of being treated rudely by employees, both male or female, who have been assigned by the government to serve the guests of God. Some say the bad treatment begins at the very point of arrival: King Abdul Aziz International Airport.
Some complaints may be exaggerated but this does not mean most of them are groundless. Even Saudis, especially women, complain of the rudeness of some of the employees. Although it may not go beyond verbal rudeness with employees yelling at, or criticizing, conduct, such behavior nevertheless contradicts civilized standards and should never happen to anyone, anywhere or at any time. The matter takes on a much greater seriousness when the violations are committed in the two holy cities during the holy season.
What is needed is for those employees to undergo special training so that they are taught how to deal with the public. Such courses should be mandatory and a prerequisite for all those whose work puts them into direct contact with visitors from different countries and different cultures.
Knowing the culture of our visitors is essential for anyone involved in the kind of business represented by Haj and Umrah. The focus of the training has to be the art of communicating with others and the ability to control one’s emotions as well as addressing people without prejudging them in a language they understand and finally, being tolerant and compassionate.
The authorities should seriously consider this matter and start coordinating some kind of training for all employees involved in the service of pilgrims. Accredited training institutes could be consulted to ensure that all those who enroll receive the training that qualifies them to be involved in this very special kind of work.
