At first the customer service of PetAir UK was fine, but then the situation turned horrible. I paid for the gold package, which cost me over $4700 CAD, however my dog never made it on the plane on his regular scheduled day. After pickup of the dog (who was in good spirits) PetAir communicated that the dog had fear aggression, which for some reason this "very skilled" team was not able to handle (PetAir was not able to provide any photos or video of the pet aggression issue). They injured the animal, which I received a few different stories on. Then when Air Canada did not allow the dog on the flight, due to the "new" injuries on his face. which happened when he was in the hands of PetAir the company provided no other option but to drive the dog back to the breeder in Liverpool (no costs was quoted or communicated to me). The handler who drove the dog back to Liverpool swooned over him and offered to purchase him (no sign of aggression at all). Instead of PetAir taking any accountability, they blamed everything on the dog. Their contract also has no clause noting they don't have liability for the temperament of an animal. Instead of taking any ownership of how horrible this situation has gone, PetAir now wants to charge me additional costs for rebooking a flight and the transport of the dog back to Liverpool. They were unable to fulfill many of the items on the original contract agreement, and all the vet check and transport costs back to London were put on myself and the breeder. I have had no compensation reimbursement for the contract items they were unable to complete. The dog is set to fly to Canada next Thursday, but I keep getting an invoice email telling me that the flight will be cancelled if I don't pay them the additional funds that I legally never agreed to. I hired this company due to their years of experience and being Vet run, but am so disappointed on how this experience has gone and now feeling bullied into paying more to get my dog to Canada, when their original fee was already ridiculous. I am also shocked how the company has taken no accountability for anything, or apologized for the situation.