We brought our dog home from Bali to England and were recommended to use PetAir UK by our relocation agency in Indonesia. I found the communication to be quite poor on the UK side of things and many of my emails went unanswered once I had sent the full payment over. I was disappointed that the woman (Sarah Hart) who had been handling our case suddenly went MIA a few days before the dog was set to arrive. I was left scrambling trying to contact someone else in the company to help me since flights were canceled and new details needed approval from the UK side. I decided to wait almost 2 months before posting a review regarding this because I had heard that Sarah was sick (so I wanted to give her a chance to email me an apology for seemingly disappearing without having another contact in place for me) but she never contacted me again. Thank you to Claire who was able to finally step in and respond to Sarah's emails for her regarding our dog's missed flight and information regarding the pick-up details. I also had a man contact me (I'm so sorry I forget his name!) the day of our dog's arrival and he was extremely helpful and able to walk me through the pick-up process at Heathrow which we were very thankful for. Our dog arrived safely and that's all that matters (even if there WAS some confusion along the way).