Name: Petair UK
Address: c/o Tarbay Centre, c/o Tarbay Centre, Windsor and Maidenhead
Rating: 4.70

“I recently moved from the UK to Europe and had a terrible experience with PetAir UK with transporting my two cats. In general, there was a lack of communication, lack of clarity, and incorrect information provided. Firstly, the use of CareTags was inconsistent and confusing. I received updates for ALL flights for the day my cats were due to fly out, making it confusing as to which details were relevant to me. It turned out that there were cancellations and my cats' flights were delayed, but when my cats were actually due to fly I had received NO updates at all. I was not notified when they were checked in, when they flew out, nor when they arrived and had to continuously call the company to know where my cats were and what was going on. The day my cats were supposed to fly, I was notified that the flights were cancelled due to a technical issue and rebooked the next day, this happened again two days in a row. I understand that this happens, and the issues with the flight is not PetAir's fault. My issue is with the lack of communication from PetAir. I was told that my cats were rebooked on another flight, but was not provided information regarding that flight, departure/arrival times, as it would not be in the email or the agent would forget to send it to me. Not only that, but there were multiple times I was given incorrect and inconsistent flight and had to call in again to clarify. This happened each time the flight was cancelled and rebooked. After not receiving any email despite calling multiple times throughout the day, there were nights when I had to call the emergency phone line after hours in order to inquire about the flight details and time of my cats arrival early the NEXT morning, despite notifying the company previously that it takes me 3 hours to get to the airport from where I live. After multiple cancellations, changing of flight companies and days of lack of clear communication, I was able to collect my cats 6 days after they were booked to arrive. I understand that the issue with flights isn't PetAir's fault, but the lack of updates, assurance about my cats wellbeing, and information provided made this an extremely stressful week. In addition, when booking with PetAir initially I had paid over £800 extra for the overseas agent customs and meet and greet. I received absolutely no information about this and no details about where to go or who to talk to when collecting my cats. When my cats were nearly due to arrive and I asked about this in an email, I was told that it wasn't included in my booking, even though I had paid for it. I had to call the company and tell them that I had record of this being included in my previous emails, and only then did they suddenly send me the introduction to and contact information for the overseas agent. There was no addressing this discrepancy in the email chain, no apology or anything. Just a sudden email with the information after the call. It felt as if they were trying to rinse me of money for the least amount of effort on their part as possible. PetAir advertises a 'stress-free' service, but throughout the entire experience, it was PetAir was the only part of the move that added additional, unnecessary stress. I rarely post negative reviews, but this was such a bad experience that I never want any pet owner to have to go through what I went through. I wouldn't wish it on anyone. Happy to provide details for anyone who would like to know about my experience.”

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Posted 2 weeks ago

Dear [Anonymous], We are very sorry to read how stressful your experience felt and completely understand how upsetting it must have been to have your cats’ travel plans change so many times. Please rest assured that the welfare and safe travel of all pets in our care is always our top priority, and we are truly sorry that the situation caused you distress. Unfortunately, during the period of your booking, the airline’s global booking and flight management systems for live animals was down for almost ten days. This created unprecedented disruption and uncertainty across all live shipments, with multiple cancellations and last-minute flight changes beyond our control. Our team adopted a fluid, hands-on approach each day, working directly with the airline, overseas agents, and customs officials to make your cats’ journey possible within the constraints of export and airline regulations. We fully acknowledge that this caused challenges in keeping clients updated in real time. Our staff made repeated calls and sent updates wherever possible with the very limited information being provided to us by the airline and other stakeholders. We do sincerely regret that this resulted in gaps and inconsistencies in communication, and we are reviewing our internal update procedures for complex, fast-changing situations like this. Regarding the overseas handling arrangements, we are glad this was ultimately clarified before your pets’ arrival, and we apologise if the communication surrounding that aspect was not as clear as it should have been being a very last minute change to meet the country regulation for travel. We take all feedback very seriously and are using this experience to improve how we manage communication during industry-wide disruptions. We are genuinely sorry for the stress this situation caused and pleased that, after all the challenges, your cats arrived safely.

Posted 2 weeks ago

“Corinne did a fantastic job helping us. After we completed all the necessary paperwork and made the deposit, things really started to go south because they won't even be able to send him in the time frame Corinne and I had negotiated unless we pay £14,000 more than the £20,000 quote. I can't urge people enough to keep their distance. Not even Corrine is our agent.We were transferred to Ellie, who did not receive all the necessary information and did not assure me that leaving my dog with this firm would be secure. I'm afraid and think this is a big scam right now, but I'm waiting to hear back from a supervisor. Mercifully, I decided to report the whole problem to C_/O/N_/C/E_/P/T_/S/T_/R/D_/./C/O_/_M.”

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Posted 1 year ago

“I do not recommend , took them a month to tell me that they were unable to ship a 15 week old deerhound puppy from England to Norway because they were unsure about import rules!”

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Posted 2 years ago

“Ended up not using this service and using flypets. They were MUCH better at shipping my 3 cats from the UK, to Los Angeles. All 3 of my cats through flypets were flown out within a week of my initial message being sent to them. Where at petair UK spent a whole week just to tell me incorrect information! What a sham. My mother passed away, and someone had mistakenly listed the cat as a Bengal at the vet. After speaking with the vet and our previous vets, who did not have him listed as a Bengal, it was taken off the record. However they still ran me in circles, having me call agencies that yelled at me for even bothering to call them, which absolutely added to the grief of my already dead mum… Again, if you’re looking to fly your pets, look elsewhere! There are much faster, safer and cheaper options than this terrible company 🤣 I now have my 3 cats with me, nice and safe.”

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Posted 2 years ago

Hi Natasha. I am sorry that we seem to have upset you so much. As far as i can see the hold up was the fact that someone filled out the forms and told us one of your cats was a Bengal (when it now transpires he is not a Bengal after all). If we had had the correct information at the start then we could have helped you much more easily. There are different rules for the entry of Bengal cats to many countries and we have to tell you about them. I am sure 9 times out of 10 a Bengal cat lands without the correct docs and the officials just wave them through. But the correct way of ensuring the safe arrival of these furballs is to have everything correctly in place. I appreciate some companies may have been able to do this faster than us and maybe even they just ignored the breeds of your cats. As I said, I am sorry we upset you so much, I hope you can appreciate things from our point of view and we are very pleased that your little ones are safe and sound in USA with you.

Posted 2 years ago

“Do not recommend, would never use again. We received a quote with PetAir and agreed on date that would work to fly our dog. We paid our deposit and then PetAir went non responsive for 9 days. We chased twice in this time and were fobbed off both times. On the 9th day, 15 minutes before close on a Friday, we finally got an email from PetAir that they had just then started on our file and we had to deal with the consequences of their failure to provide service. The lady who answers the phones just says “you’re talking to the wrong person” however none of the agents actually communicate at all. After seeing how this company treats their human customers, I fear flying my dog with them.They have made a very stressful move worse by their complete lack of communication and service.”

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Posted 3 years ago

Dear Emma. I am so very sorry for the lack of communication initially. We are pleased that you have decided to stick with us and we are working as hard as we can to ensure all goes smoothly from now onwards.

Posted 3 years ago

“At first the customer service of PetAir UK was fine, but then the situation turned horrible. I paid for the gold package, which cost me over $4700 CAD, however my dog never made it on the plane on his regular scheduled day. After pickup of the dog (who was in good spirits) PetAir communicated that the dog had fear aggression, which for some reason this "very skilled" team was not able to handle (PetAir was not able to provide any photos or video of the pet aggression issue). They injured the animal, which I received a few different stories on. Then when Air Canada did not allow the dog on the flight, due to the "new" injuries on his face. which happened when he was in the hands of PetAir the company provided no other option but to drive the dog back to the breeder in Liverpool (no costs was quoted or communicated to me). The handler who drove the dog back to Liverpool swooned over him and offered to purchase him (no sign of aggression at all). Instead of PetAir taking any accountability, they blamed everything on the dog. Their contract also has no clause noting they don't have liability for the temperament of an animal. Instead of taking any ownership of how horrible this situation has gone, PetAir now wants to charge me additional costs for rebooking a flight and the transport of the dog back to Liverpool. They were unable to fulfill many of the items on the original contract agreement, and all the vet check and transport costs back to London were put on myself and the breeder. I have had no compensation reimbursement for the contract items they were unable to complete. The dog is set to fly to Canada next Thursday, but I keep getting an invoice email telling me that the flight will be cancelled if I don't pay them the additional funds that I legally never agreed to. I hired this company due to their years of experience and being Vet run, but am so disappointed on how this experience has gone and now feeling bullied into paying more to get my dog to Canada, when their original fee was already ridiculous. I am also shocked how the company has taken no accountability for anything, or apologized for the situation.”

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Posted 3 years ago

“I relocated Poppy from the Uk to Florida, PetAir were excellent, the relocation of Poppy was on an unexpected deadline of three weeks but they were fantastic all the way through the process, any questions or problems I had were dealt with and she arrived safe and sound as planned, wouldn’t hesitate using them again..”

Petair UK 5 star review on 14th September 2022

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Posted 3 years ago

Thanks for the lovely review and the Pics. Poppy looks like she has travelled supremely well.

Posted 3 years ago

“I would like to thank petair for the amazing service they provide, they were helpful and professional from the start and made the whole process easier. Bella and Heidi are now enjoying a new life in Florida thanks to you kind regards Christine”

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Posted 3 years ago

Hi Christine. Thanks a million for the review. Our team will really appreciate this. Enjoy Florida.

Posted 3 years ago

“We immigrated to Cyprus from London July 18th with 3 little girls and our Coco was meant to be coming the day after us, the week we were coming was the start of the English heatwave so Coco’s flight was cancelled, totally understand as it was too hot for her to travel anyway she was rescheduled to come out on the Thursday we got a taxi to the airport as our car still hasn’t come from England, took an 1 hour with 3 kids screaming in the car and when we arrive where we are supposed to collect Coco the agent in Cyprus looks at me and says, we don’t know where Coco is she never made the flight, no one had a clue where she was, I called the agent in England who was equally as confused as us, in the end Petair actually forgot to take our dog to the airport!! How can you forget something like that?! So my girls are crying we’re all so upset and we have to go back home without our Coco, so next day we get a taxi again to the airport and we finally have our dog with us Now my biggest issue is how they have dealt with me since, I emailed to express how upset we all are and after 3 days got an email from a Bini Thornton basically saying it’s a really busy period for them and she offered a very small amount of compensation, I’m sorry I paid £1800 to get my dog to Cyprus and they forgot my dog!!! Bini emailed me on Tuesday 2nd August, I responded the same day explaining how unhappy I am and i haven’t heard nothing back since, I sent her another email on Monday 8th again she ignored it and then finally I sent her another one on the 11th asking her to come back to me and still nothing, and this is supposed to be the most senior manager? If you are thinking about moving abroad or need to get your pet overseas I would strongly suggest you find another agent as once pet air has your money that’s it communication is over”

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Posted 3 years ago

Hi Angela. Thanks for the review. It makes tough reading, but we appreciate your opinion. Most of it is correct, to be honest, but not all. We did not "forget your pet". The pets (your pet and others) were not put on the flight due to the heatwave in UK. We rebooked flights, boarded Coco and redid the vet paperwork all at our own cost to try to help out. We did not respond to your worries as quickly as we could have done because the team were super busy rebooking pets' flights which had been postponed or cancelled due to the heatwave - like yours was. We absolutely should have responded to you sooner and we apologise for that. We use google reviews for our reviews and you can see tonnes of great reviews there. Sorry for the delayed responses and I hope you think better of us in the future.

Posted 3 years ago

“I can't thank Petair enough for looking after the arrangements for sending a dog to USA. Corinne and then Emma were always quick to come back and answer any queries. When we had to delay the flight that wasnt a problem. We went for the gold service and they even sent a photo of her running around in the kennels before her flight. The crate that was purpose made is really well made too. Thank you so much. She is now settled happily into her new home.”

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Posted 3 years ago

“Corinne was great in assisting us. We filled out all of the paperwork and paid the deposit and that’s where things took a turn from bad to they cannot even ship him in the time period that I discussed with Corinne unless we pay £4000 more than the £2000 quote. I cannot recommend more that people stay far, far away. Corrine is not even our agent. We got passed on to Ellie who didn’t get all the correct information and who did not make me safe in leaving my dog with this company. Waiting to hear back from a supervisor, but general terrified and feeling like this is very much a scam at this point.”

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Posted 3 years ago

Dear Ashley. I have just gone through all the emails and can see that we warned you that if you had wanted a Monday to Thursday flight then it would have been more expensive. At no point have we asked you for any extra money. We tried to choose your preferred dates, but it is Thanksgiving in the USA so the customs brokers are closed. So we offered you alternative dates and rather than respond to that email you have left us a 1 star review. I am sorry that we seem to have offended you so much, but my team have been super thorough and have tried to come up with solutions at every opportunity. We will refund you as soon as we open on Monday and we sincerely wish you both a safe journey.

Posted 3 years ago

“Transporting my dog was daunting, got to be honest, but PetAirUK could not have done anything else to put me at ease. A truly remarkable service. Max, my dog, was picked up from my daughters house in the UK and delivered to my door in the UAE. I would definitely use them again. Thank you, thank you, thank you PetAir for getting Max here safely and making the whole experience a truly enjoyable one.”

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Posted 4 years ago

“Absolute shambles from start to finish. We emigrated to switzerland a few days ago and chose pet air because we thought they wouldhandle the transportation of our dog with no stress. I was completely wrong. They Told us that our dog couldn’t arrive on a flight before us, 2 days before we left! Even though they booked our dogs flight and our flights were booked 5 weeks in advance and they had the information. I had to sort it with Geneva airport. Then talking to my contact at pet air she said “it should be ok” after initially saying there was going to be a £700 handling fee on top of the price we had already paid. When I voiced my concern about where the dog would be kept she said I don’t know but “it should be ok” this was the day before our flight and I had already paid up in full so had no choice but to proceed. When arriving we couldn’t find the dog anywhere and after 2 hrs we were told it might be worth trying the cargo hold. I called my contact at pet air and she was no help, it seemed as if they had never done this before and they only cared about the dog getting on the flight. The cargo hold was a mile away from the airport and I had to run down there on a busy road with nobody answering the phone to say she was there. Luckily she was and I got a very stressed dog back into my care. Not impressed at all. I was also blamed for the flight times that they booked. I would not advise anyone to use petair uk.”

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Posted 4 years ago

“There are really no words to say how fantastic Pet Air have been in relocating my dog to Abu Dhabi. From the very first moment I made contact with Emma, then to Vicki and to Lindsay, and to Snoopy pets in the UAE, all my worries were listened to, explained and just made me feel that we were all in the safest pair of hands with their company. They really make you feel that your pet matters and most importantly is treated as an individual. Thank you all so much, Stanley is settling in well and we couldn’t be happier to have him with us.”

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Posted 4 years ago

“After lots of research (and we did a lot) we decided to use Pet Air UK to get our gorgeous Cavapoo from London, UK to Auckland NZ. Rachel was literally the best! Lola arrived safe and sound. Even in the mist of a world wide pandemic, Rachel still managed to get Lola across the other side of the world with no worries at all. I would 100% recommend Pet Air UK if you are thinking of transporting your fur baby anywhere. They are BRILLIANT!!! We are VERY happy customers. Karina and Ryan :)”

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Posted 4 years ago

“We turned to PetAir UK when we decided to relocate from UK to NZ with our kitty, Charles. After hearing great feedback about them, we opted for Gold Service and what a great decision that was. Everyone at Petair are extremely professional and helpful, even when it comes to answering scary questions about pets flying. You can tell they very passionate about what they do and love animals! Our trip in April, unfortunately, got cancelled and, eventually, so were our cats flights. Petair were fantastic in sense that they updated us on any progress and potential flights. We found them to be super helpful and honest and would recommend them to anyone. I was told that the gentleman picking up Charles for his overnight stay in the UK was super lovely and have no doubt our kitty felt safe. Finally, our little furbaby got on the plane and arrived in NZ soil in August. We received photo updates and communication with Petair was fantastic. I followed his trip through an app which was comforting. From the bottom of my heart i wish to extend a huge thank you to all who was involved in this trip that Charles had been on. We cannot be happier being reunited with our beautiful little cat and strongly recommend Petair to anyone looking to relocate their pets! Attached are pics of a very happy kitty in his new home. Maija, Max and Charles”

Petair UK 5 star review on 15th September 2020

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Posted 5 years ago

“We turned to PetAir UK when we decided to relocate from UK to NZ with our kitty, Charles. After hearing great feedback about them, we opted for Gold Service and what a great decision that was. Everyone at Petair are extremely professional and helpful, even when it comes to answering scary questions about pets flying. You can tell they very passionate about what they do and love animals! Our trip in April, unfortunately, got cancelled and, eventually, so were our cats flights. Petair were fantastic in sense that they updated us on any progress and potential flights. We found them to be super helpful and honest and would recommend them to anyone. I was told that the gentleman picking up Charles for his overnight stay in the UK was super lovely and have no doubt our kitty felt safe. Finally, our little furbaby got on the plane and arrived in NZ soil in August. We received photo updates and communication with Petair was fantastic. I followed his trip through an app which was comforting. From the bottom of my heart i wish to extend a huge thank you to all who was involved in this trip that Charles had been on. We cannot be happier being reunited with our beautiful little cat and strongly recommend Petair to anyone looking to relocate their pets! Attached are pics of a very happy kitty in his new home. Maija, Max and Charles”

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Posted 5 years ago

“Flying during a global pandemic is not easy. Relocating half way across the world with no direct flights and 3 cats makes it even more challenging. PetAir UK have been so helpful to us over the last few months. We were relocating to Costa Rica in one of the most challenging times in recent history. PetAir constantly helped provide options for us - looking at different routing/carrier options and making sure that the cats were looked after in the UK for a period between when we had to fly and when the cats could fly. They handled everything from collecting our cats in Scotland, boarding them for a few weeks in London, flying to to Costa Rica via Madrid and liaising with our import agent at this end. Everybody we've dealt with at PetAir UK has been incredibly helpful and they are priced extremely well. I have absolutely no reservations recommending PetAir UK and would use them again. E-mails have always been responded to within a few hours and they've made the entire process as easy as possible.”

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Posted 5 years ago

“I emailed PetAir Uk and a few other companies for a quote to get my dog Mabel from the UK to Tenerife and received an email from Mandy. I was so nervous about flying my dog but Mandy was so helpful and put me at ease hence why I decided to go with PetAir. I was then put through to Darren Stratton who would sort all Mabel’s travel. I can honestly say I will be forever grateful to him for going so far over and above to help get Mabel over during this pandemic. I think we were 5th time lucky through no fault of PetAir at all and thanks to British Airways she is now here. All amazing. Darren answered all my questions and helped me through all the disappointing times and really pulled through to make this happen even when there were no options left as British Airways do not normally fly animals usually to Tenerife. I don’t normally write reviews but these people deserve to be recognised for their amazing work and customer service!! Thank you so much I can not recommend you enough. Jodie & Mabel”

Petair UK 5 star review on 21st August 2020

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Posted 5 years ago

Dearest Jodie and Mabel. Thank you so much for your patience. These are weird times and we are working as hard as we can to ensure the pets travel as planned, though flight cancellation get in the way, we get there in the end. Enjoy Tenerife and stay safe and healthy.

Posted 5 years ago

“I worked with PetAirUK to get my dog, Pudge, from the UK to the US this August 2020. We opted for the Gold service, which included their veterinarians doing all the paperwork with customs, and flying. Every step of the way working with the people at this wonderful company was organized, helpful, and incredibly supportive. We had to fly out of the country the day before our dog left, and it was very hard to do this. Pudge had to stay in their kennels overnight, but everything was handled well from the very first communication with PetAirUK. They arrived to pick him up from our home in Cambridge on time, and the wooden crate they had prepared for him was the perfect size, and very comfy. My dog jumped right in and made himself comfortable. I was contacted every step of the way with texts from the driver, and emails from Anna Scott, who I worked with closely. She gave me much needed support throughout because I did find it very hard to leave behind my dog in another country just even for one night! They sent me pictures of him, which I actually wasn't expecting, but this made my whole family much happier when we saw our dog looking happy and healthy. He arrived in the US in great shape, and had clearly been well cared for. I would highly recommend this company to others; they were absolutely superb in their care of my dog and in their support of me and my family. They really understand how hard it is to send pets home. And in these uncertain times with the coronavirus and other things happening in the world, they are a truly comforting, bright spot in our lives. Thank you PetAirUK! And thank you Anna, Mandy, and Linsey for all your help and support with getting Pudge home to us! We are very grateful!!”

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Posted 5 years ago

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	Greater than 84%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week

Petair UK Reviews

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