A man who paid to travel on the Hajj says he is frustrated at not being given his £10,000 back from a travel agent.

Nasir Mahmood, of Great Harwood, claims he was due to travel on the hajj in 2016 alongside his wife and paid two installments of £5,000 each in 18 January 2016 and 1 August 2016 to Satia Tours.

He was due to fly out on Hajj in September 2016 but the trip was abandoned days before his flights when he was told ‘he did not get the visas.’ He was promised his money back, even though the travel company said payments were not refundable, ‘as a good gesture so we don’t lose business from yourself’.

Nasir Mahmood says he has been waiting for over 8 months for his refund from Hajj tour operator Satia Tours.

Satia Tours, which had bases in Queens Park Road, Blackburn and Derby Street, Bolton, and is due to open offices in Whalley Banks, Blackburn.

It is run by 27-year-old Abu Bakr Satia, who in March of this year sustained ‘serious leg injuries’ when a thief drove the travel agent’s £35,000 black 335 model over him as he was visiting RI Tyres in Whalley Banks, Blackburn. Mr Satia’s vehicle was recovered.

Mr Satia, who is still recovering from his injuries, acknowledges that a booking may have been made with a colleague in the company.

But said he could not find a written record of the booking or any trace of the cash coming into the company.

However, Asian Image has been shown an e-mail sent to Mr Mahmood in which the booking is confirmed and repayment promised.

Mr Satia said he was now looking into the booking and the cash payment which ‘may have been received by someone else’ in the office. He also pointed customers to their terms and conditions.

Mr Mahmood, who has correspondence between himself and the company, said: “We decided to embark on our trip of a lifetime and chose Satia Tours Ltd.

“I booked a Hajj package for myself and my wife and paid £10,000 in total. I have the receipts for these payments and the airline tickets and other correspondence from Satia Tours.

“I was booked to go on the four weeks package. Just two days before flying, I was advised by Satia Tours that the Saudi Embassy rejected our Hajj Visas. They had been declined and the Embassy gave no reason for it.

“Satia Tours advised me that on his return from Hajj in five weeks he (Mr Satia) would provide me with a full refund.

“I was visiting his premises for six months and it was always closed.”

Mr Mahmood added: “It is really difficult for families like ourselves. We save for years and then this happens. The whole situation has depressed me. It is the worst decision I made choosing this company.

“The saddest thing is we had prepared for the Hajj and had people visiting our house to ask for duah (prayers). And then to be told a few days before was heart breaking.”

A son and mother also said they were also waiting for a refund from the company after paying for a trip in April 2016.

They claim they paid £10,900 to travel on Hajj last September.

But the trip was cancelled when Mr Satia said the Visas were rejected.

They were told they would receive refunds.

The family said: “After making the initial booking we complied with all requests made. We were told a few days before we were due to go that our visas had been rejected.

“We were promised a full refund which we have in writing saying monies would be paid in full.”

Mr Satia responded by saying he had asked whether the mother of the family had travelled to Saudi Arabia before and he was told they had not. Pilgrims who have in the past travelled to the Hajj cannot now return within a five year period.

The family however said they had not been asked, and in fact the mother had travelled with the company the previous year.

Mr Satia said: “I am still going to pay her but would require some time due to the injuries I have had in my accident which has stopped me temporarily from trading and I am in the process of trying to get refunds back from Saudi Arabia for the rooms I booked.”

According to the Civil Aviation Authority the company’s license was not renewed in September 2016. Up until then customers were ATOL registered.

Travel companies cannot sell tours which involve both flight and accommodation without an ATOL license. This is illegal.

However, companies can sell a tour but not sell flights with it. This is not illegal.

Mark Rayner, Head of ATOL compliance, said he advised all customers to have ATOL protection.

He said, “ATOL is the financial protection scheme, which gives air travellers the peace of mind they won’t lose their money and will get home - even if the travel business they book with collapses.

“We have seen cases of both high street and online travel businesses selling both Hajj and traditional package deals that either don’t have ATOL protection, when they should have, or are falsely claiming to have ATOL protection.

“With this in mind, customers may wish to consider using a credit and debit card, which may provide further financial protection, should a product or service you’ve paid for, is not fulfilled.”

A spokesperson from the Council of British Hajjis (CBHUK) said, “During the blessed month of Ramadan, we often see a spike in the number of bookings being made for Hajj. “It is imperative that pilgrims book with reputable and Licensed Hajj Organisers who are approved by the Saudi Ministry of Haj & Umra and hold a valid Air Travel Organisers Licences (ATOL).

“Furthermore, avoid paying in cash. Instead, pay with a Credit Card or pay into the company bank account and get everything in writing.”