We selected the Gold package to transport our cat from the UK to South Africa. Luckily I asked all the questions in advance and discovered that even this package did not include the customs clearance upon arrival. However after we requested that we would like this service as well, our Petair agent arranged this for us with their local agent in RSA at an additional cost. The service which we received from Petair was excellent. From day one they immediately sent a quote after I requested it (other companies took forever and were actually very rude and irritated when I had questions). Emma from Petair assisted us on day one with quotes and she kindly answered all my many, many questions. After we paid the deposit Hayley was assigned as our agent and she kept us in the loop with progress - which we loved. We only had to complete one quick online questionnaire and she took care of everything else. On the day of his flight, a very kind young gentleman came to collect our kitty and he made us feel very at ease and send me updates after he delivered our cat to their facility. Unfortunately the airline cancelled our cat's flight due to engine problems, but Petair immediately contacted us to inform us of the situation and to let us know that our cat is safe back in their care. The next morning they confirmed his new flight details. This was all out of their hands as it was an airline issue, but I appreciate the professional way in which they handled the situation - one of their vets phoned me at 11pm that night to give me the news personally and to tell me how they are handling the situation. This immediately gave us peace of mind. Our cat arrived safe and very happy in RSA. Thank Petair. I was really impressed by your performance and excellent service. I highly recommend this company.