The Labaeik tourism platform has been officially relaunched by Syria’s Ministry of Tourism as a unified complaints and support center designed to strengthen service quality, improve responsiveness, and enhance the overall visitor experience across the country. The platform replaces fragmented complaint-handling mechanisms with a structured institutional system that manages inquiries, feedback, and complaints through clearly defined processes.
The platform enables visitors and residents to submit complaints, inquiries, and suggestions through multiple channels. These include a dedicated hotline at 011137, WhatsApp contact at +963 934137137, email at [email protected], and in-person support at the Directorate of Quality and Standards. Each case is formally registered, tracked, and managed until resolution, with users receiving a tracking number to monitor their complaint’s progress from submission through closure.
Labaeik tourism platform structure and operations
The new framework operates through clearly defined service procedures, standardized case-handling protocols, transparent escalation mechanisms, and structured follow-up processes. The platform addresses a broad range of matters, including hospitality service quality, pricing concerns, tourism facilities standards, staff conduct, and general visitor feedback. Complaints receive classification based on their nature and urgency, with special priority given to cases involving public safety, serious violations, or corruption allegations, which are forwarded directly to relevant authorities.
Mazen Al Salhani, Minister of Tourism, said the relaunch reflects a broader institutional shift in how the ministry engages with visitors and stakeholders. “The objective is not only to improve responsiveness, but to establish a more accountable and transparent framework that transforms feedback into measurable improvements in service quality and visitor experience,” Al Salhani stated.
Integration with broader tourism governance strategy
The platform launch aligns with the Ministry’s wider strategy to modernize tourism governance, strengthen public-private sector coordination, and reinforce confidence in Syria’s tourism sector during its recovery and development phase. The Ministry expects the platform to serve as an important source of operational insights and sector-wide indicators, supporting efforts to identify service gaps, enhance quality standards, and improve tourism readiness as visitor demand continues to grow.
The relaunch follows a comprehensive review of the previous complaints center, which operated without central coordination and lacked clear timeframes. The new system establishes defined communication channels, assigns team responsibilities, sets classification standards, and implements tracking and escalation procedures to ensure fair and balanced treatment of all complaints.
Future outlook and summer season preparation
The Ministry plans to use data from Labaeik to guide service improvements ahead of the summer tourism season. The platform represents the Ministry’s commitment to building institutions based on governance and accountability, converting visitor feedback into tools for continuous improvement in Syria’s tourism sector. According to the Ministry, the system ensures complaints are managed within clear procedures that protect rights, build trust, and drive measurable enhancements in service delivery across the tourism ecosystem.
