Membership Requirements Document for

Online Travel Agents (OTA)

Membership Requirements Document

For Online Travel Agents (OTA)
to integrate with

Version (6)

On 19/12/1440 H

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 Membership Requirements Document for

Online Travel Agents (OTA)

Chapter one: Acronyms dictionary

The following terminologies herein have the meanings hereby assigned to them
unless the context otherwise requires, and the words in singular form also bear the
plural whenever the text requests that and vice versa:

Term Definition
Kingdom Kingdom of Saudi Arabia
Ministry Ministry of Hajj and Umrah
The document of requirements for membership registration of
The Document online travel agents (OTAs) with Hajj and Umrah Global
Distribution System (MAQAM)
The software and tools, which is wholly owned by the
Ministry of Hajj and Umrah, which is the only global
Hajj and Umrah
distribution system (GDS) that enables service providers and
Global
online travel agents to offer services to individual pilgrims or,
distribution
their representatives (b2c), or to commercial and licensed
system
entities (b2b), and complete visa application procedures by
(MAQAM)
integrating with The Unified Electronic Paths of Hajj and
Umrah.
Electronic systems owned by the Ministry of Hajj and Umrah
The Unified
are integrated with the National Information Center and the
Electronic Paths
Ministry of Foreign Affairs and all stakeholders from the
of Hajj and
public and private sectors, through which visa applications are
Umrah.
processed under service packages purchased from MAQAM
Local companies and institutions in Saudi Arabia that are
licensed to provide services (accommodations, transportation,
Service Providers
catering, tourism programs, ground services for umrah and
hajj companies…)

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 Membership Requirements Document for

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Term Definition
Companies and institutions (local and international)
concerned with the marketing of travel services through their
Online Travel
online platform, services such as (accommodations,
Agents (OTA)
transportation, catering, tourism programs, ground services
for umrah and hajj companies...)
Example of those companies (Booking, Agoda, Expedia, Traveler...
Central An electronic system for service providers, which provides
Reservation inventory management system for identifying available
System vacancies, managing private contracts (B2B) including the
(CRS) names of contract holders, service costs and expiration dates.
Permission issued by the Ministry in accordance with the
Membership requirements specified in this document to integrate with
MAQAM
An electronic financial wallet at the Hajj and Umrah
Information Center that is allocated to each party linked to
E-wallet MAQAM (OTAs, service providers, commercial entities and an
online travel agent purchasing services (b2b)) to carry out the
financial operations of reservations.
The authority concerned with the development and operation
of data centers, systems and electronic services of the Ministry
Hajj and Umrah of Hajj and Umrah and the necessary infrastructure for it and
Information provide maintenance services and technical support and
Center periodic modernization of the new versions, and integration
with all stakeholders in the public and private sectors to
exchange data related to the services of pilgrims.
A company or institution specialized in information technology
Umrah Systems
licensed by the Ministry of Hajj and Umrah to develop
Services Center
electronic systems and services and smart applications for
(MUKHA)
companies and institutions related to umrah and hajj and to

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 Membership Requirements Document for

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Term Definition
their external agents of organizations and offices of hajj affairs,
to perform their tasks and responsibilities.

Chapter Two: Introducing the Hajj and Umrah Global Distribution

System (MAQAM)
Within the framework of the Ministry of Hajj and Umrah's efforts to achieve the
objectives of the Kingdom's Vision 2030 by improving the experience and hosting
more pilgrims, it has developed a central reservation engine for Hajj and Umrah and a
central database to enable service providers in the Kingdom to offer their services to
pilgrims and Umrah pilgrims (accommodation, transportation, catering, tourism
programs, tickets Aviation, insurance, etc.) through global and local OTA's marketing
platforms (ex, Agoda, Booking.com, TripShop, etc.), to complete the procedures of visa
application requests through Unified Electronic Paths for Hajj and Umrah in
integration with the National Information Center and the Ministry of Foreign Affairs
and send an electronic copy of the Visa immediately upon issuance to the pilgrim's E-
mail, and enable him an electronic service to verify the ministry's approval of the

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 Membership Requirements Document for

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service package purchased.

Chapter Three: Obligations of an Online Travel Agent and Conditions for

Integration with MAQAM

Article One: Conditions to be met by an Online Travel Agent:

1. Be an online travel agent as a legal entity.

2. Must be licensed by the regulators and legislators to operate within the country in
which it operates and its headquarter is located.

3. Be a specialist in providing e-services or e-marketing.

4. The online travel agent must meet all the standard technical and legal
requirements for information security and policies, and to be ISO / IEC 27001
certified.

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5. A decision or judgment to cancel membership against the applicant for

contravention of the law and regulations shall not have been issued, unless the
issuance of the decision or judgment is (5) years at the time of application.

Article Two: Basic Obligations on an Online Travel Agent:

1. The online travel agent shall be responsible and accountable to the Ministry for the
assurance and availability of bookings made through its electronic platform
according to the specifications, quantities and dates specified in the reservation.

2. The online travel agent shall publish on its electronic platform the Service Level
Agreement (SLA) with the customers that ensures the quality and continuity of
operation of the services around the clock and throughout the year (24/7/365).

3. Signing the Service Level Agreement (SLA) with the Hajj and Umrah Information
Center Operator.
4. The online travel agent shall, in case it wishes to contract directly with one of the
service providers, assure that the service provider is licensed by the Kingdom's
concerned authorities, whether in the field of accommodations, transportation,
catering, tourist programs or others. And it shall bear any financial or statutory in the
event of a violation.

5. Provide any information requested by the Ministry about the services provided
through the online travel agent for pilgrims.

6. The applicant shall not have the right to suspend his integrated services with the
Central Reservation System without prior agreement with the Ministry and to
address all outstanding holds he has under the procedure.

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7. End any irregularities monitored by the Ministry and formally notify the online
travel agent during the period mentioned in the notice, and shall bear any financial or
statutory consequences in the event of violation.

8. Officially notify the Ministry in case the online travel agent wishes to transfer the
ownership of his electronic platform to another party, so that the ownership is
transferred only after fulfilling all the obligations related to the operations made
through the platform or the commitment of the new party to fulfill them officially.

9. Officially notify the Ministry if the online travel agent is unable to continue
operating the electronic platform and is unable to comply with the conditions and
controls specified in this document, well in advance to ensure that all obligations
relating to the operations carried out through the platform are met.

Article Three: Financial Obligations on an Online Travel Agent:

1. Deposit an amount of (500,000) five hundred thousand Saudi riyals in its

electronic wallet that is not deducted from them for bookings made through the
electronic platform of the applicant, but deposited as a guarantee of the quality of
services provided through the platform, and to ensure the commitment of the online
travel agent to the terms and conditions specified in this document. Also it shall
authorize the Central Reservation System to deduct from this amount in favor of any
service provider or customer proving financial benefit did not meet the online travel
agent for services implemented through its electronic platform.

2. Authorize MAQAM to deduct from the applicant's electronic wallet the value of
bookings and services made through the platform before final confirmation and
transfer it to the service providers who have purchased from them for each booking

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separately (not including bookings with service providers who have Private contracts
directly with an online travel agent)

3. Authorize the central reservation system for Hajj and Umrah to deduct from the
applicant's electronic wallet for integration fees with the central reservation system
for Hajj and Umrah (7.5%) of the booking value excluding the value of taxes due.
4. Fulfill the financial entitlements of service providers contracted directly by an
online travel agent.

5. Enhance the balance of the electronic wallet in a timely manner to ensure the
coverage of bookings made through the electronic platform of the applicant.

6. Executing reservations within the available balance in the electronic wallet. The
Ministry reserves the right to reject any requests for bookings exceeding the available
balance of the applicant in its electronic wallet and shall bear any financial or
statutory consequences in case of violation.

7. Clearly declare the sale and return policies of the platform's beneficiaries and
ensure that they are informed and approve it prior to the execution of the
reservation, in a manner that ensures transparency and guarantees the rights of all
parties, and the commitment to implement them.

8. Fulfill all financial obligations towards customers, suppliers and central reservation
system even after membership cancellation.

Article 4: Technical requirements to be provided by the Online Travel Agent:

1. Implement all technical and procedural instructions and controls set out in the
Procedures and Technical Integration Manual MAQAM and abide by any updates
approved by the Ministry over the period of integration with the platform.

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 Membership Requirements Document for

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2. The online travel agent should have a technical support service in addition to
customer support services to respond directly to the complains about the bookings
made through its electronic platform and to process them immediately, 24 hours a
day, seven days a year (24/7/365).

3. The applicant's electronic platform shall have secure communication services

through HTTPS

4. The electronic platform and the services provided can be integrated with MAQAM
through APIs and Web services.

5. The ability of the platform and its e-services to submit requests for bookings and
work around the clock and throughout the day of the year (24/7/365)

6. Provides a comprehensive user manual for all electronic services and platform
usage and the requirements to deal with them, whether at the level of individuals or
companies.

7. The platform shall support multiple languages (minimum Arabic and English)
including (e-services, technical support and manuals)
8. The platform shall exclusively offer the services provided by the suppliers
approved by the Ministry and licensed by the official authorities in the Kingdom of
Saudi Arabia, and shall bear any financial or statutory consequences in case of
violations.

9. The platform shall offer the services provided by all suppliers licensed by the
Ministry without requiring a special contract between the online travel agent and the
supplier. The applicant may add any margin it desires to marketing for the services of
this type of supplier, with the power of an online travel agent to prioritize the offer of
services in accordance with his marketing policies.

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 Membership Requirements Document for

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10. A single reservation request for individual customers (B2C) of pilgrims should
include a bundle service package that includes a minimum (accommodation,
transport, ground services) and a maximum of (9) persons per booking request.

11. Provides customized services to the business entities (B2B) accredited by the
Ministry to enable them to purchase unlimited quantities of services within the
available vacancies.

Chapter Four: Membership Requirements for Integration with MAQAM

Article 5: The required documents to be granted membership

1. Copy of valid of commercial registration that includes one of the following fields :
(Information Technology, Hajj and Umrah Services, E-Marketing, Tourism, Housing
and Accommodation).

2. In the case where Information Technology is the main field of the applicant, then the
applicant is required to submit a contract or proof of partnership with an entity
specialized in Information Technology stating that this entities is responsible for the
management and operation of the OTA platform that is owned by the applicant.

3. Copy of valid municipal license.

4. In the case where the applicant has IATA membership, then documents in points (1)
and (3) above are not necessary. However, IATA membership is an essential
requirement for Maqam international applicants (from outside Kingdom of Saudi
Arabia).

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5. Appoint the person acting as the main representative and contact point from the
service provider’s side, and provide copy of their (passport or civil ID card) and official
contact details (mobile, e-mail).

6. Copy of documents proving the ownership of the applicant to the OTA website or
domain.
7. Pledge the validity of information and documents presented in the application for
MAQAM membership.

8. Submit a signed non-discloser agreement (NDA) signed by the applicant firm or

Official Commissioner.

Article 6: Application Procedures

1. Fill in the online application (https://maqam.gds.haj.gov.sa) on the

automated system of MAQAM membership portal.

2. Attach an electronic copy of the required documents

3. Confirm that you have reviewed the integration requirements document with
MAQAM and its commitment to provide all the conditions and controls set forth
therein.
4. Maqam administration will review the application and decide on the application
within (10) working days from the date of submission, and notify the applicant of the
initial approval or denial, with mentioning the reason. The applicant can re-apply with
a new request after addressing reasons for the rejection.

5. Schedule a meeting with the administrative and technical team to evaluate the
applicant firm and verify administrative and technical suitability, and this meeting to
be scheduled within 10 days of the initial approval.

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6. Refer the application request to the authorized person for the final approval , within
5 days of approving the adoption of evaluation outputs.

7. Holding five-day working meetings with the technical team to introduce MAQAM
and clarify the plan of communication and follow-up during the development of
integration requirements.
8. The applicant begins to develop and complete the integration requirements with
Maqam within a maximum of twenty working days. In the event of delayed
integration, the integration with the applicant's platform will be rescheduled for later
and the applicant will be notified.

Article 7: Requirements for final approval and issuing membership

1. Signing the Service Level Agreement (SLA) with the Information Center of Hajj and
The Agreement for e-Wallet Management with the Operator of “Maqam” , the Global
Hajj and Umrah Distribution system.

2. The deposit of (500,000) fifty thousand riyals in the electronic wallet assigned to it
in MAQAM, the amount should be kept throughout the term of membership and is
automatically renewed when membership is renewed. The amount is not refundable
without the prior written approval MAQAM's management body in the Ministry.

Article 8:

Membership is valid for five years from the date of issuance.

Article 9: The conditions for membership renewal:

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1. The service provider must apply for renewal through the portal at least 30 days
before the expiry date.

2. All membership requirements, obligations and responsibilities set out in this

document should be met.
3. All official documents, under which membership has been granted, shall still be
valid.

4. The service provider should have maintained a good record of performance

throughout the duration of membership.
5. The service provider should have paid all outstanding financial obligations to all
related parties during the previous membership period.

Article 10: Membership shall be terminated in the following cases:

1. The death of the owner or the ownership of the entity deemed to be lawful or
statutory.
2. Liquidation of the entity owned by the service provider or declaration of
bankruptcy.

3. If the service provider relinquishes the membership to a third party, or proves to be

leased, or does not actually practice the work.

4. If the service provider does not initiate the integration with MAQAM within one
year from the date of obtaining the membership.

5. If the service provider loses a condition of obtaining membership in accordance

with the provisions of this document.

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6. Breach of the service provider's commitment to any article in this document.

God bless ,,,

Article 10: Membership shall be terminated in the following cases:

1. Liquidation of the entity owned by the applicant or declaration of bankruptcy.

2. If the online travel agent assigns membership to a third party, or proves to lease it
to him, or does not actually practice the work.

3. If the applicant does not initiate the integration MAQAM within a year from the
date of obtaining membership.

4. If an online travel agent loses a condition of obtaining membership in accordance

with the provisions of this document.

5. Breach of the online travel agent to adhere to any article in this document.

God bless ,,,

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