Amal Crew: Beyond Duty, Companions To Pilgrims On A Sacred Journey

By Amirul Mohd Sajadi

MADINAH, April 19 (Bernama) -- As the aircraft glides towards the Holy Land, calm footsteps move through the narrow aisle, accompanied by warm smiles and reassuring voices.

For many haj pilgrims, AMAL cabin crew are the first faces to welcome them as Duyufurrahman, or the guests of Allah, and trusted companions throughout the journey from Kuala Lumpur to Madinah.

Behind the neat uniforms of attendants on AMAL flights, a subsidiary of Malaysia Airlines Bhd that operates chartered umrah and haj services, lies a role that goes far beyond safety briefings and meal service. They are there to ease nerves, offer comfort and help carry the emotions of a once-in-a-lifetime journey.

AMAL flight attendant Nurjannahadibah Naim, 36, said many of the pilgrims onboard are senior citizens, requiring a gentler and more patient touch.

“Many of them are flying for the first time. We understand how they feel, so we try to reassure them and make sure they do not feel alone throughout the journey,” she told Bernama aboard an A330 carrying 284 pilgrims on the second flight from Kuala Lumpur to Madinah.

She said simple gestures often mean the most, such as adjusting a blanket, guiding pilgrims to their seats or quietly asking if they are comfortable.

Recalling one moment that stayed with her, Nurjannahadibah spoke of an elderly wheelchair-bound woman who travelled alone to perform haj. Though frail and without family by her side, the woman’s determination deeply moved the crew.

Meanwhile, AMAL cabin crew supervisor Kamarul Hisham Kamarulzzaman, 59, said more than 36 years in the aviation industry had shaped his compassionate approach in serving pilgrims.

“We treat them like our own parents. From the moment they board until they arrive, we do our best to ensure they are comfortable and assist with seating, meals and other needs,” he said.

He said empathy was especially important when dealing with elderly or frail pilgrims, adding that some of the most touching moments came after pilgrims completed haj and shared their stories.

“Some arrived in poor health, but by Allah’s will they were able to complete their pilgrimage. When they share their experiences, we feel emotional too,” he said.

Kamarul Hisham said there were also moments that tested the crew deeply, including handling cases of pilgrims who passed away during the journey. Yet such experiences only strengthened their sense of responsibility in carrying out the trust placed upon them.

Another AMAL crew member, Sharmila Rahman, 36, creates meaningful memories in her own way by helping pilgrims take photographs with their spouses, relatives or friends onboard.

“We never know what tomorrow brings. Being able to perform haj is already a great blessing, so we help capture these moments with their loved ones as cherished memories,” she said.

The Mukah, Sarawak native said such small gestures often carried immense emotional value, especially for pilgrims who viewed the haj journey as a rare and precious opportunity.

For the crew of AMAL, serving pilgrims is not merely work at 35,000 feet. It is a privilege woven with care, patience and humanity, on a journey where every smile and helping hand can mean the world.

-- BERNAMA