Prince Charles was visibly moved as he met the relatives of Kosovans still missing since the country's 1998-1999 war.
Charles and the Duchess of Cornwall attended a memorial ceremony for the 1,668 missing people and laid white roses at a memorial in the capital, Pristina.
The Royals then moved along a line of locals and listened to their heartbreaking stories.
One woman, Elvane Dana, told Charles that 10 members of her family, including her two teenage sons, were taken from their home almost 17 years ago. Eight had returned, but two were still missing.
On hearing the 55-year-old's story, the Prince embraced her.
Ms Dana, holding back tears, said: "I am so honoured. I have a special respect for the UK and we need all the help we can get.
"I am touched the Prince took the time to hear my story and that he so lovingly hugged me."
The Prince of Wales earlier met more families of the missing at the offices of President Atifete Jahjaga.
She awarded him the Order for Peace, Democracy and Humanism.
"Thank you very much - I shall treasure it. How wonderful, I am deeply touched," he said on receiving the gold medallion.
While in Pristina, Charles also laid wreath at a memorial to British soldiers killed during peacekeeping operations in Kosovo.
The Royal couple are on the last leg of their tour of the Balkans, a region torn apart by ethnic conflicts during the 1990s.