Petair UK Reviews

Name: Petair UK
Address: c/o Tarbay Centre, c/o Tarbay Centre, Windsor and Maidenhead
Rating: 4.71

4.7 Rating 259 Reviews

93 %

of reviewers recommend Petair UK

Company Reviews

Metrics

Info

4.7

Based on 259 reviews


Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	100%
Customer Service
Communication Channels	Email, Telephone

About Petair UK:

Petair UK - International pet travel service

Visit Website

Phone:

01725551124

Email:

enquiries@petairuk.com

Location:

c/o Tarbay Centre,
c/o Tarbay Centre
Windsor and Maidenhead
Sl44qg

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Petair UK 5 star review on 14th September 2022

Andy

Petair UK 5 star review on 15th September 2020

Maija

Petair UK 5 star review on 14th September 2020

Maija

Petair UK 5 star review on 21st August 2020

Jodie Allen

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Good communication , from beginning to end , all 4 pets arrived safely and considerably less stressed than I expected , excellent service thank you”

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Posted 4 years ago

“These guys are first class, from the minute you make contact you know you’re dealing with an organisation that cares. Great company, great people and yes I would recommend them!”

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Posted 4 years ago

“Petair recently transported my two cats from Bristol UK to Melbourne Australia. From start to finish their service was excellent, they were available all along the way to answer any queries I might have. They liaiased with my vet so efficiently, they arranged pick-up (and the man who collected them was so kind and understanding, he assured me that he knew my cats were part of the family and that they would have excellent care), they informed me all along the way of where the cats where and how they were. I cannot praise this company enough, my cats are now well settled in our home in Melbourne and I am sure the excellent care they received helped them to settle, they arrived completely laid back and ready for their next adventure. I would recommend Petair unreservedly to anyone transporting their pets anywhere in the world. Thank you Catherine from Petair and thank you Petair for your excellent service.”

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Posted 4 years ago

“PetAir are an AMAZING company that offer gold star service! I cannot thank them enough for all their assistance and support with the move of my Golden Retriever to the USA. I had regular updates regarding her stay at the kennels and they made the process incredibly simple. Jessie came out of the flight crate happy and well and we've had a great few days settling in since. Thank you so much to all at PetAir, especially Anna (who was the main organizer of Jessie's travel). If I ever find myself needing Pet Transport again, I'd definitely seek out PetAir!”

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Posted 4 years ago

“We are so happy with PetAir UK and the great service they provided to us and our dog, Molly. Nearly 3 weeks ago, Molly flew all the way from London to Denver, Colorado (a 10 hour ride!) and she seemed almost unaffected! From the very beginning of the experience with PetAir UK in the planning stages, to the day they picked her up for boarding, and all the way up to the moment we collected her from the airport, I felt that I could trust PetAir UK and really appreciated the responsiveness, professionalism, and knowledge of their staff. I would highly recommend using PetAir UK and we would certainly utilize their services again in the future.”

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Posted 4 years ago

“Extremely pricey - 800 pounds for a cat, one-way. Only option with British Airways.”

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Posted 4 years ago

Hi. I am sorry you felt you had to leave this review, without giving us a chance to explain. Flying pets is really expensive, I agree, but the fees are set by the airlines not us. We are pet travel agents. We collect pets, advise on the best routes, help with veterinary work and look after the pets very well indeed, but we dont set the fees the airlines charge us. Also, as your cat was a Persian cross, the only option is with British Airways. I hope that explains it better and if you require any more information then please feel free to contact us directly.

Posted 4 years ago

“Trying to move my dog from the UK to Denmark has been a nightmare and an insulting process . After waiting an extensive period of time and submitting the requirements of a UK pet passport we were told by a vet nurse he could NOT fly because his rabies shot was not good for 3 years as stated on the passport, and by the vet that provided the rabies vaccine in 2018 prior to his passport and in contrast to the laws required to bring him into the UK in 2018 from the USA . She actually stated the London Heathrow reception center should not have accepted him. Clearly the reception center and my Vet were incorrect and my passport no good according to this nurse . We met all the requirements set by the government. When asked to demonstrate where in the law it states he needed another vaccine in one year - I’m still waiting .. They need to tell you when you start the process and submit the required paperwork they can overturn the validity of your passport leaving you stranded to find alternatives after waiting for them to even let you know if they have a flight available . The dog got another shot he didn’t need and we have been waiting now once again to have someone contact us - but at this point I’m afraid they will find another reason not to let us fly as I sit here separated from my wife in Denmark waiting ..”

Helpful Report

Posted 4 years ago

Hi. We completely understand your frustration, but we dont deserve a 1 star review for being super thorough and finding an issue with your dog's passport. Some rabies vaccines last for 3 years after a single vaccine, but your dog has had the vaccine which only lasts for 3 years if he receives a booster within 1 year of the initial vaccine. So because he did not have this revaccination within 12 months, the vaccine is invalid. It was valid when he entered UK, but is not valid now. Of course this is frustrating for you, and equally, we have spent a lot of time and effort investigating and verifying this, but we are thorough and knowledgeable and if we find something incorrect, then we have to advise you how to fly your pet correctly. We dont want to delay your flight, but equally, we must prepare your pet correctly. We have now got a flight booked and plan in place and your dog has got a correct and valid passport :)

Posted 4 years ago

“Petair made the whole process of transporting my two cats from the UK to California simple and stress free for both me and the cats and that is despite making the request less than two weeks before needing to leave. The whole staff were fantastic and communicated every step of the process. I would definitely recommend them based on my experience.”

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Posted 4 years ago

Thanks Helen for the review. It is lovely to read and we are super happy to have been of assistance.

Posted 4 years ago

“The staff of PetAir UK are extremely helpful and professional at all times, even though our requirements recently changed several times through work related issues for which the advice on different locations was immediately forthcoming. We first used PetAir in August 2018 to transport our then 16 week old puppy to Egypt. The return journey home to West Wales was made a few weeks ago. On both occasions, the level of service and the friendliness of all staff involved is reassuring. Lucky, our Zuchon, arrived at both ends with no problems at all. It is time now to plan our return to Egypt at the end of August. The only pet transporter for us is PetAir UK.”

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Posted 4 years ago

Hi John. Thanks for taking the time to leave this review. We are pleased we have been able to help you :)

Posted 4 years ago

“A fantastic experience! They kept us up to date the whole way through. Baxter and Riley arrived safe and happy exactly when I was told they'd be here. Moving animals across an ocean can be stressful but PetAir UK made sure that everything was as efficient and relaxed as possible. Highly recommend...”

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Posted 4 years ago

Thanks for the review. This is great to hear. Have a fab time and settle in soon :)

Posted 4 years ago

“PetAir UK have been fantastic. Everyone was extremely helpful and nothing was too much trouble. They took care of everything and the whole experience was amazing as I had complete confidence that they had managed everything to perfection leaving me without any stress or concerns. Daisy arrived safely in Australia without any issues and is settling in to her new life on the other side of the world as if nothing has happened at all.Thank you for all your help - wonderful”

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Posted 4 years ago

“Petair is the recommended pet-service by BA, I don't understand why. One actually waits ages for a quote, to then hear that petair canNot arrange for the travel of a 2-month old puppy from UK to Luxembourg because the puppie has no international passport and hasn't got a rabies vaccination. Shouldn't Petair know that there are 13 countries in the EU, among them Luxembourg who accept that young dogs travel with a normal passport and without a rabies vaccination as long as they fulfill the following conditions: https://ec.europa.eu/food/animals/pet-movement/eu-legislation/young-animals_en? It is also part of the IATA convention that young animals can travel under the above conditions https://www.iata.org/whatwedo/cargo/live-animals/pets/Pages/index.aspx And as stated in the European-Commission art 576/2013 and 577/2013 this is how easy it is: https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32013R0577&from=EN Should a company like PETAIR not know such possibilities and make the life of their customers easy?”

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Posted 4 years ago

We do know these rules, of course we do. But there is no flight which takes pets from UK to Luxembourg. So the only alternative is road transport. But the pets have to go through France - which do NOT allow pups under 12 weeks of age. No countries which border Luxembourg allow pets under 12 weeks old. I think you have misunderstood and think planning these complicated journeys is simpler than it is. We need to balance what the airlines can and cant do, with the veterinary requirements and what is best for the pets. I am sorry we cant help you at this time, but once your dogs are 12 weeks old they can have a rabies vaccine and then they can travel 21 days after that.

Posted 4 years ago

“"Petair UK can fly your cats and dogs to anywhere in the world." is clearly a lie. First of all, I waited more than 3 days for my quote to come back for flying my dog from UK to Macau, China. And I got back the message containing words "impossible" and "no alternative" and a very unconvincing reason about regulations and stipulations with the paperwork. Even though PetAir states that their destination include China, Hong Kong, somehow they are unable to assist the journey to Macau (which is a city only approx 55km away from Hong Kong). I am just disappointed with the little effort they have put in this, simply because of their lack of knowledge and professionalism I assume. Perhaps you should update your website in relations to the destinations you are actually able to do or "willing" to do, that would save a lot of people's precious time. Due to their lack of professionalism I would not trust leaving my pets with PetAir anyway. And only try them out if you have an easy destination for them.”

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Posted 4 years ago

We are willing to fly pets anywhere in the world, where we can safely and legally be 100% sure they are going to be accepted. The key question for us is "Would we send our own pets on this journey?" and for a journey for a dog to China - the answer would be "no". It does not matter that Macau and Hong Kong are geographically close - the rules and regulations and culture are enormously different. If we cant be sure we can fly a pet safely and legally, we advise people of this and would rather turn down the work and money. There is a way to get dogs to China currently, but it is unpleasant and has many potential pitfalls. Other shippers will give you a quote from UK to China and leave the preparation and clearance to you not really caring if you can do it or not - I would call that unprofessional. The fact that we take time to respond to all of our enquiries - whether can can hep them or not - I would say is professional. I am sorry we cant help. We get a lot of requests for China and we fly cats there often, but the regulations mean it is not possible to fly dogs currently. We cant change that and I am sure we dont deserve a 1 star review for telling people that. We wish you both a safe journey.

Posted 4 years ago

“Petair transported (no pun intended!) our son's Westie from Bristol to Sydney a couple of days ago. Their driver was Adam. We can't commend Adam highly enough. He was kind, understanding and professional - even our daughter-in-law was impressed. Petair : give Adam a bonus - he deserves it!”

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Posted 5 years ago

Thanks for taking the time to leave this review, it is lovely to read. Looking after the journeys for all the pets is a real team effort. We are pleased Adam looked after you so well, he is a great asset to our team. Thanks again.

Posted 5 years ago

“My experience with Pet Air was excellent. I felt in safe hands. I chose the Gold service and all was smooth. My dog development a complication within days of his flight, Catherine dealt with this with the swiftest possible efficiency and managed to re-book everything 5 days later. I would highly recommend Pey Air. We flew our Cavapoo from Hampshire to Melbourne.”

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Posted 5 years ago

“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).”

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Posted 5 years ago

Hi Justine Thanks for the review. What you say is pretty fair. Our imports team struggled for a short while after one of our team was unexpectedly taken ill (She is ok now and back doing a great job for us again). But it sounds like other members were able to help in the end. The team did amazing work behind the scenes to ensure that your dog's paperwork was correct and your dog could legally avoid quarantine. We hope you are settling in to UK life again swiftly and safely.

Posted 5 years ago

“Outstanding service from start to finish. From the moment we engaged with PetAir to obtain a quote, upon each and every contact the agents we dealt with were completely across all of our requirements and proactive in obtaining all the information we needed. They were clear and concise in outlining all of our different options, and tailored their services to our specific requirements. We were kept informed at each stage of how things ere progressing - without us having to chase - and when we had difficulties at the other end Darren liaised with the airline and cargo termini at Malaga and Almeria to make sure everything came good in the end. Difficult to see how the service could have been improved. Highly recommended.”

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Posted 5 years ago

“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.”

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Posted 5 years ago

Dear Sandra It is quite normal for it to take around 4 hours to clear a pet after landing and we do advise you of this. The destination agents are chosen by the airlines and it is helpful to have this feedback so we can let the airlines know and improve what they do. We come up with this situation quite often - we do a really good job in UK planning and getting all set for the journey and then the last part of the travel (i.e. the collection at destination airport) is the only part where we cant really help you, so we do give as much information as we can about the collection procedure. One day we would love to have little Petair offices all around the world so we can help the pets as best we can!

Posted 5 years ago

“Our 2 cats travelled to spain on arrival at gatwick the services we received was excellent my cats on arrival at spain were not stressed at all and have settled into there new home I would like to say a big thank you to everyone involved in there journey and a thank you to Darren Stratton who was very help full and made it possible”

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Posted 5 years ago

“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!”

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Posted 5 years ago

Dear Helen. We normally contact the person in UK with the updates as this prevents us from waking or disturbing the owner/person abroad who can be anywhere in the world and in any time zone. In the past, we have had angry responses from clients who have been woken. And we do send our clients an email after the flights to ask for feedback and check how the little ones are doing. But i can see that this email was not sent to you. We did send you pictures of Maggie sitting on one our our vet nurse's laps having a cuddle and we did stay in contact until her flight left UK. I think the three star rating is about fair. We arranged the flight and planned the journey beautifully, but we could definitely have improved our communication with you and this is great feedback for us. Please give Maggie a tickle from us and thanks again.

Posted 5 years ago

Petair UK is rated 4.7 based on 259 reviews