Petair UK Reviews

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

4.7 Rating 260 Reviews

93 %

of reviewers recommend Petair UK

Company Reviews

Metrics

Info

4.7

Based on 260 reviews

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

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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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).”

Helpful Report

Posted 6 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 6 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.”

Helpful Report

Posted 6 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 6 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!”

Helpful Report

Posted 6 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 6 years ago

“They were very good at taking care of all the documentation, and our pets arrived safe in NZ. However, I found them very hard to deal with. They refused to answer direct questions and concerns I had. Also, I was very upset at the way they transported our cats within the UK (in the back of a van, unsecured so sliding about. Also their courier hadn't been told to bring their crates, so they had to go in their small cat-carriers that we used to take them to the vet.”

Helpful Report

Posted 7 years ago

Dear Symon I am really sorry that our service did not live up to your expectation. I can see that you emailed often and we responded quickly and you seemed happy with the responses at the time. In terms of the road transport, we discussed this on the day of the collection and we agreed then (as we agree now) that this was unacceptable. We acknowledged your concerns immediately and provided pictures and feedback for your cats when they arrived safely with us. This has never been reported before now and should not and will not happen again as the pets' comfort is the priority. Once again, please accept our apologies and please be assured that this is far from normal.

Posted 7 years ago

“I have had extensive emails with Petair UK about my experience, and want to disclose they completely disagree with this statement. I will endeavor to be objective. I was quoted the basic service to transfer my dog from London to Tampa, FL. I feel the basic service is just that and on reflection would have gone with the lowest cost provider. I have 2 main issues. I was told, after asking, that I would be notified when my dog was on board. I was notified after take off (heard on arrival) which defeated the purpose. I was later told that such a notification was impossible, so please be advised of this. On arrival in Tampa, British Airways made a mistake and did not clear my dog, delaying release an extra 1.5 hours. I was lied to and told it was due to a missing rabies certificate. I let PetAir know this and they made it clear that their responsibility ends once the dog is checked in for the flight. I assumed, wrongly, there would be some coordination with the arrival process, such as a call that such and such dog is on its way. Be advised, you need to do all the legwork and coordination with the arrival process. One other matter that I had extensive dialogue with PetAir on was the need for my dog to have eye drops. I first was told maybe the animal reception at Gatwick could do this, but this was not certain. I called animal reception myself and found they were more than willing. I also wanted to wait until the last possible moment to turn the dog over to animal reception. Animal reception said 3 hours before the flight. PetAir said 4, but then agreed to 3.5 hours. They said I was risking the dog missing the flight. Please know that their vets were not going to give the eye drops. It was the animal reception team. After discussion with my vet, I opted to give the eye drops at the last moment and not take any chances. In extensive discussion PetAir has repeatedly told me they disagree with all that I have said here. I think you as the consumer need to be 100% aware of the limitations of this service and be proactive in arranging the arrival of your pet. PetAir has repeatedly told me I received value added service in response to my claim that I did not and that if I had to do it again, I would go with the low cost provider. I have transported my pet three times before without a service. This time, the airline, British Airways, required it. Also, I believe PetAir told me all airlines out of the UK required a pet service to transport your pet, but I think United still lets you arrange it yourself. We used British Airways as it was the only direct flight. I did not ask for any money back or claim my dog's health was impaired. She was indeed fine. I am happy to share any of the email dialogue with PetAir UK if desired.”

Helpful Report

Posted 8 years ago

Hi. We are really sorry and saddened that you are unhappy with us, but we did work really hard to help you and Trudi. BA operate this route and do require a booking through an agent. United also do NOT accept bookings from private clients - unless you are travelling on military orders. We made contact with you when Trudi was checked in safely and also we contacted you after she was confirmed as taken off - after all we cant let you know she has taken off until she has actually taken off! You have seen the email from the Animal Reception Centre where they say that they will accept a pet at 3 hours as "an absolute minimum but prefer check in at 4 hours before". They are their own separate business contracted by BA to assist with pet check ins at Gatwick. We are beholden to their rules/wishes. In terms of collection/clearance in Tampa. We explain this can take up to 4 hours. In UK it takes 4-6 hours, in Dubai it can take around 6-8 hours. We offer to assist with the clearance and you did not request this and in our contract to you we explain a list of what we include and what we dont include (and in the not included list is "clearance in USA"). Here is a list of what we do which lower cost pet shippers do not do: Liaise with your vets to ensure that flight is not going to worsen a medical condition Meet you and your pets at the airport Check your dog's crate is adequate Supply bedding, bowls, funnels Supply contact details for the collection desk at destination Supply a correctly worded health certification document Charge around getting a new crate, when the one supplied is not ok Not charge extortionate rebooking fees if our clients' circumstances change Subscribe to reviews forums so clients can see honest and genuine feedback Once again, i am very sad that you feel that you did not get good value or service from us, but I really dont know what more we could have done.

Posted 8 years ago

Petair UK is rated 4.7 based on 260 reviews