Security & Safety Policy

1. Our Commitment to Security and Safety

At Dreem Fly, we understand that planning Hajj or Umrah involves more than arranging flights and accommodation. Pilgrims also need confidence in their booking information, travel arrangements and access to assistance throughout their journey.

We aim to handle customer information responsibly, communicate travel arrangements clearly and help customers prepare for their journey to Makkah and Madinah.

Our security practices depend on the systems, suppliers and services used for each booking.

2. Website and Online Booking Security

We take reasonable steps to protect information submitted through our website and online communication channels.

Where HTTPS is enabled, information transmitted between your browser and the website is protected by encryption during transmission.

For safer online booking, customers should:

Verify that they are visiting the official Dreem Fly website.
Avoid submitting passport documents through unfamiliar links.
Use trusted devices and secure internet connections.
Never share account passwords, banking PINs or one-time authentication codes.
Contact Dreem Fly if they receive suspicious booking or payment messages.

A secure website connection does not guarantee that every system, device or third-party service is free from security risks.

3. Payment Security and Fraud Prevention

Payments for travel services should be made only through payment methods and instructions provided in your official quotation, invoice or booking confirmation.

Where payments are processed through a third-party payment provider, that provider’s payment security and processing terms will apply.

Dreem Fly will not ask customers to disclose their card PIN, banking password or one-time authentication code through ordinary email or chat messages.

Before making a payment, customers should verify:

The booking reference and invoice amount.
The recipient’s identity and payment details.
The payment method and any applicable fees.
The written confirmation process after payment.

If you suspect a fraudulent payment request, contact Dreem Fly through its official contact channels before proceeding.

4. Protection of Personal Information and Travel Documents

Passport copies, visa documents and passenger information may be required to arrange international travel.

Dreem Fly aims to restrict access to customer information to individuals and service providers who need it to perform their assigned duties.

Customers should submit only the documents requested for their booking and notify us if they believe their information has been disclosed to an unauthorized person.

For further details about the collection, use, storage and sharing of personal information, please read our Privacy Policy.

5. Travel Safety in Saudi Arabia

Pilgrims should follow official Saudi travel, immigration, Hajj and Umrah guidance throughout their journey.

Before departure, customers should review their travel itinerary, visa status, hotel details, airport transfers and any relevant health or accessibility arrangements.

During their stay in Makkah and Madinah, pilgrims are encouraged to:

Follow local laws and official instructions.
Keep passports and essential travel documents secure.
Confirm transport arrangements with their designated provider.
Follow hotel safety procedures and emergency instructions.
Stay informed about crowd-management guidance during busy pilgrimage periods.
Keep their group’s contact details and emergency information accessible.

Specific transport, accommodation, medical or on-ground assistance arrangements depend on the services confirmed in the customer’s package.

6. Hotels, Transportation and Accessibility

Hotel accommodation and transportation are arranged according to the selected package and supplier availability.

Customers should review the confirmed hotel name, room category, transfer details and any accessibility arrangements before departure.

If you require wheelchair assistance, mobility support or other special arrangements, inform Dreem Fly as early as possible so available options can be discussed.

Special assistance is subject to confirmation by the relevant airline, hotel or transport provider.

7. Emergency Assistance

In an emergency, customers should first contact the appropriate local emergency services or follow instructions from the relevant authorities.

Where Dreem Fly has provided an on-ground representative or emergency contact as part of a confirmed package, customers may use the contact details supplied in their travel documents.

Please do not assume that every package includes round-the-clock on-ground support unless this has been explicitly confirmed.