Suma Int'l Services expands travel, Hajj, Umrah operations as market evolves

Dhaka : Suma International Services Ltd. is expanding its travel business across traditional and digital channels while strengthening its Hajj and Umrah operations, according to Managing Director Mutaher Hussain (Babul).

The company, which began operations in 1997 as a travel agency, is now involved in travel, Hajj and Umrah services and manpower-related businesses. It is an IATA-approved agency and a member of the Hajj Agencies Association of Bangladesh (HAAB).

In an interview with The Bangladesh Monitor, Hussain said the travel industry has undergone major changes during the company's nearly three decades in business, particularly with the shift from manual ticketing to electronic systems. However, he said digitalization has not eliminated challenges for agencies.

One major concern is the issuance of airline debit memos, or ADMs, against travel agencies. Hussain said airlines sometimes impose financial penalties long after a transaction, despite IATA rules limiting the period for issuing such claims.

He also raised concerns over penalties involving migrant workers who are denied entry or returned from Middle Eastern destinations, as well as passengers facing documentation problems at London immigration. According to Hussain, agencies can be held financially responsible even when they have limited visibility into issues that emerge after passengers leave Bangladesh.

He urged airlines to take greater consideration of travel agencies, which he described as important partners in the distribution of airline services.

Hussain also called for stronger regulation of online travel agencies, saying aggressive discounting and cashback offers by some operators are putting pressure on the wider market. Suma's digital business, Flight24, is being developed with a focus on service rather than unsustainable discounts.

The company currently handles more business-to-business clients than direct consumers, with offices in Dhaka and Sylhet. Its Sylhet operation has a stronger B2C customer base, while Dhaka is more focused on B2B business.

Hajj and Umrah remain major parts of Suma's operations. The company serves around 5,000 to 6,000 Umrah pilgrims annually and handled 345 Hajj pilgrims last year. For the 2027 Hajj season, it plans to offer four packages ranging from BDT 6.60 lakh to BDT 14.70 lakh.

Its Umrah packages start at BDT 1.20 lakh to BDT 1.25 lakh for hotels located farther from the Kaaba, while a regular package costs about BDT 1.60 lakh without meals. Final Umrah prices vary depending on airfare.

Hussain mentioned rising Saudi-side costs, particularly hotel expenses, have pushed up Hajj package prices. Alongside religious travel, Suma is also developing holiday and corporate group tours in Asia and Europe.

He concluded the company wants to reduce travelers' reliance on middlemen, particularly in Hajj and Umrah, where customers can face misinformation or financial exploitation, by providing clearer and more direct services.