Following recommendations by my Vets Practice and a family member I made the decision to use PetAiruk Ltd. We were moving to USA and had left a couple of days before Maggie, our dog. She was being collected from a family member in North Wales so we went for the Gold package as it seemed the easiest option with collection to transport her to Heathrow. This in itself was a long journey and we were informed that we would get a message halfway, on the water stop, as to how she was doing. We heard nothing. We were already in the US at this point and were told that we would get regular updates on Maggie's progress but we heard nothing nor did the family member who was looking after her. I was quite worried as she is a little nervous dog especially around unfamiliar surroundings. I had to email Pet Air as it had gone passed office hours and then had to wait all night until I got a reply. They then sent an email and 2 photos of Maggie. One of which she looked absolutely terrified which made me feel even worse but luckily the last photo she looked a little more calm. The agent then got the handler to message me the morning of her flight which she did and this made be feel a bit better. When we collected her she was so excited to see us and happy to get out of her wet crate. It has taken a couple of days for her to settle and the experience hasn't been a pleasant one for her or for me. All the information and admin side of the process with Pet Air were ok but the updates on her wellbeing were very disappointing. Since her arrival I haven't received any correspindence either. I don't know but maybe I was expecting a thoughtful - "hope Maggie arrived safe and well and thank you for using Pet Air UK Ltd" or something similar! Not much of a Gold package if you ask me!