Frequently Asked Questions

Contact our office, message us on WhatsApp, or use the enquiry form on our Contact page. Our consultant will provide the current package details, written quotation, booking terms and document checklist. Your seat is confirmed only after the required documents and package-specific deposit are received and Gemilang issues written confirmation.

The deposit amount, due dates and accepted payment methods vary by package and departure. They will be stated in Gemilang’s official written quotation or booking agreement. Pay only using the account and instructions issued by Gemilang, keep your receipt, and ask our consultant to confirm the balance schedule for your booking.

For eligible Umrah and Hajj package bookings, our team assists with the visa submission after receiving complete and valid documents. Visa approval and processing time remain subject to the relevant authorities and cannot be guaranteed; additional documents or action may be requested.

Instalment arrangements may be available for selected packages and departures, subject to a written payment schedule and final-payment deadline. Ask our consultant for the plan and any applicable terms for your chosen package before confirming your booking.

Hotel location and distance vary by package and final allocation. The confirmed quotation or itinerary will identify the hotel and the stated distance or transport arrangement. Walking time can vary with the route, access points and crowds, so tell our consultant before booking if you need mobility support.

Departure dates shown before ticketing are indicative. The final airline, route, baggage allowance and flight times are confirmed when your ticket or final itinerary is issued. Airlines or authorities may change schedules; our team will notify affected travellers of confirmed changes.

Cancellation is governed by the package-specific terms in your signed booking agreement. Fees, refund eligibility and processing time depend on when written notice is received and on supplier costs already committed, such as visa, airline and hotel charges. Submit cancellation in writing so our consultant can provide the outcome applicable to your booking.

Our team provides the current checklist when you register because requirements vary by destination, traveller profile and authority and may change. It commonly includes a valid passport, recent photographs, identification, health or vaccination records when required, and supporting relationship or guardian documents where applicable. Follow the checklist issued for your departure rather than relying on a static list.