I have had extensive emails with Petair UK about my experience, and want to disclose they completely disagree with this statement. I will endeavor to be objective. I was quoted the basic service to transfer my dog from London to Tampa, FL. I feel the basic service is just that and on reflection would have gone with the lowest cost provider. I have 2 main issues. I was told, after asking, that I would be notified when my dog was on board. I was notified after take off (heard on arrival) which defeated the purpose. I was later told that such a notification was impossible, so please be advised of this. On arrival in Tampa, British Airways made a mistake and did not clear my dog, delaying release an extra 1.5 hours. I was lied to and told it was due to a missing rabies certificate. I let PetAir know this and they made it clear that their responsibility ends once the dog is checked in for the flight. I assumed, wrongly, there would be some coordination with the arrival process, such as a call that such and such dog is on its way. Be advised, you need to do all the legwork and coordination with the arrival process. One other matter that I had extensive dialogue with PetAir on was the need for my dog to have eye drops. I first was told maybe the animal reception at Gatwick could do this, but this was not certain. I called animal reception myself and found they were more than willing. I also wanted to wait until the last possible moment to turn the dog over to animal reception. Animal reception said 3 hours before the flight. PetAir said 4, but then agreed to 3.5 hours. They said I was risking the dog missing the flight. Please know that their vets were not going to give the eye drops. It was the animal reception team. After discussion with my vet, I opted to give the eye drops at the last moment and not take any chances. In extensive discussion PetAir has repeatedly told me they disagree with all that I have said here. I think you as the consumer need to be 100% aware of the limitations of this service and be proactive in arranging the arrival of your pet. PetAir has repeatedly told me I received value added service in response to my claim that I did not and that if I had to do it again, I would go with the low cost provider. I have transported my pet three times before without a service. This time, the airline, British Airways, required it. Also, I believe PetAir told me all airlines out of the UK required a pet service to transport your pet, but I think United still lets you arrange it yourself. We used British Airways as it was the only direct flight. I did not ask for any money back or claim my dog's health was impaired. She was indeed fine. I am happy to share any of the email dialogue with PetAir UK if desired.