I travelled my 2 dogs from the UK to Toronto, Canada recently. The customer service at the UK end was excellent, all emails and worries quickly responded to. I felt confident handing my dogs over to them at Gatwick for their journey. However, what I wasn't aware of was that this was the end of PetAir's involvement. On arrival in Toronto, it took 4 hours for us and the dogs to clear Immigration and I had assumed I would be collecting them from an appropriate dog kennel/enclosure and that they would have been let out of their crates soon after landing as PetAir had assured me that they would be the last thing loaded onto the plane and the first thing unloaded and taken care of. When we arrived to collect our beloved dogs, they were in a cargo industrial warehouse along with all other types of hardware cargo, shoved in the corner and were still firmly locked in their crates. Given the flight was 8 hours and they were probably loaded at least an hour before travel, they were then forced to spend another 4 hours locked in their crates in this huge warehouse with all sort of strange noises etc. PetAir need to look at the partners they are using at the receiving end of the journey. In my case, they were sorely let down.