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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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!”

Helpful Report

Posted 6 months 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.”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 1 year 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”

Helpful Report

Posted 1 year 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 1 year 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.”

Helpful Report

Posted 2 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 2 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 2 years ago

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

Helpful Report

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 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

“Was quoted a price of £650 to take our cats from Gatwick to Toronto. After I booked flights and accepted their offer (cutting off my other options) they upped the price to £825 and refused to offer their original quote. Very dishonest.”

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Posted 7 years ago

Honestly, we made a mistake and have apologised many times. Pet shipping quotes are super complicated and we have found the best way is to work them out manually and we just made a mistake. We are really amazing at looking after people's pets just have a look at all the other 5 star reviews. We had no intention of being dishonest and out of the 10,000 quotes we do each year this happens extremely rarely. I am really very sorry to cause extra stress to this gentleman and his family and am pleased that we were able to find a solution which works well for everyone. Once again, please accept our apologies.

Posted 7 years ago

“Having read the raving reviews and since I'm pregnant and I don't want to risk traveling in order to accompany my cat, I decided to pay the extravagant amount of £1,100 in order to get my cat to Berlin from England. She has traveled before into the UK so I knew exactly what the process required and everything was ready but still PetairUK managed to make the process rocky by not getting the owner details right and constantly sending the information / texts to the wrong person, ie the busy friend that was cat sitting for me. When they repeatedly got it wrong and I complained they didn't even apologise properly, and kept getting it wrong. Even worse when I picked up my cat (on a crate with written my friend's name, not mine...) she was injured, with a lot of blood on her face. She has a deep cut on her bottom lip and other bruises on her mouth as well as what looks like it could be a fractured upper fang. When I asked them, the PetairUK vet said that she has rubbed her face on the crate door... I'm not surprised that this would cause a cut as the gate consists of very rough, poor quality metal. Again, this could have been avoided if they'd let me use my own airline approved crate that I used when I imported her into the UK and didn't cause any injuries. He has not said a word yet about the fractured tooth, which as far as I read can cause bacterial infection to the liver and other organs if left unattended. I am giving it sometime for her to settle to take her to a vet here. Bottom line, for your pet's sake don't hastily trust the positive reviews and dig deep in your pocket. In my experience, you can get much better service for half the money.”

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Posted 8 years ago

As you can see this is our first ever 1 star review and we are very saddened to receive it. The important thing is that within 48 hours of the flight Lilly the cat is settled in well and completely fine. To us at Petair, all pets have a name and surname. The surname is the owner’s surname and when we first started to help with Lilly’s journey, we knew her as the correct surname, then in the process of gathering more information, one of the owners changed the “lead” surname, so we knew Lilly under a different surname. This had no bearing on Lilly or the planning and as soon as the owner pointed this out to us we apologised and amended the records. We routinely contacted the sitter in UK and both of the owners at all stages, by email and by text. With regards to the fact Lilly had blood on her face when she arrived, different pets cope with air travel in different ways and most are completely fine. Some cats do get bothered and rub their faces and Lilly is a white cat, so any damage she did to herself looked much worse. She was eating again within 8 hours of landing. We could not use the owner’s crate as it was too small and we fly around 800 cats per year in our crates with exactly the same mesh with no problems at all. Lilly is a nervous cat and to try to help her we sprayed her crate and cattery unit with Feliway and brought in a female vet especially because she is happier in the company of female humans rather than men. Petair UK is the only pet shipper in UK to have actual, true, verified reviews and you can see that most people are very happy with what we do. I am really sorry that you have been unhappy with our service and that Lilly did not appreciate her flight. I am just grateful that she has settled in so nicely now.

Posted 8 years ago

Petair UK is rated 4.7 based on 259 reviews