Airpets Reviews Summary

Communication

Pros:

• "Amber was absolutely amazing. So professional, quick to respond, kept me updated on progress and showed genuine care for the safety of my pets."
• "Emma kept me updated when they arrived, when they had eaten and to tell me of their departure."
• "They kept us up to date via WhatsApp and email."
• "Amber communicated with me about my cat which I was transporting (cargo) from Tokyo to London, and she informed me of everything I needed to know, at regular and reassuring intervals."
• "Both Amber and Emma replied to any email straight out, with clarity, details, and empathy."
• "They provided me with constant feedback and kept me updated at all times."
• "Amber kept me in constant communication regarding the process and ensured me that he will be taken care of as soon as he lands."

Cons:

• "Our cat had to isolate for 2 weeks due to regulations from the destination country... we received 2 or 3 poor quality photos of our cat looking terrified hiding in a box, and that’s all we got during the whole 2 weeks she was there."
• "I also received very little in regards to updates and peace of mind notifications while she was in their cattery the week prior to her flight, even though I did request this at the time of drop off."
• "Once your pet leaves England, you will not hear from Airpets at all."
• "During the time my dog was in Airpets’ care, I didn’t receive any pro-active updates and I had to chase for every update I received."
• "I was also frustrated by how hard it was to get through to Airpets on the phone - every time I rang, the phone would ring for a very long time and sometimes wasn’t answered."
• "Communication was non existent during her journey."
• "The communication from Kelly at Airpets was not consistent and we would have to initiate all contact."

Professionalism and Care

Pros:

• "Sophie Powell (our contact person) was just incredible, very professional, personable and you can tell she really loves her job."
• "The combination of Airpets and HARC is a winning one and I would recommend them to anyone."
• "We would definitely use AirPets again and highly recommend AirPets generally and Amber in particular."
• "Would 1 million percent recommend Airpets for pet travel."
• "Great communication, super friendly and reassuring team, I honestly can't fault them."
• "They were friendly and professional at all times."
• "Airpets handled this with a very high degree of professionalism and communication."

Cons:

• "Her tone with customers is terrible and made us feel completely disconnected when it came to finding out where our animals were."
• "However our dog arrived in an extremely poor state into Mumbai."
• "9 months on we still have heard nothing back from either Air pets UK or Air Pets India. Disgraceful service - they just want your money, not animal lovers it seems. Beware"
• "They don’t know how to do their job."
• "This has been the worst experience of my life."
• "From surprise quarantine, to ghosting, to lying, to not returning items from the carry case, I can't really recommend this company."
• "This has been the worst experience of my life and I have done everything correct on my end."

Value and Pricing

Pros:

• "It was still expensive, but that's to be expected when moving an animal half way around the world during a pandemic."
• "The price was also very reasonable."
• "Very pleased with the price too. Definitely recommend!"
• "They were one of the more reasonably priced options that we found."
• "Also a very competitive price so I definitely recommend."
• "Airpets was 300£ cheaper than the next cheapest quote I had and I did 6 quotes."
• "Fay and the team were FANTASTIC!!! AND... They cost £1514 LESS than the quote from their competitor."

Cons:

• "Last minute price changes (A week before pick up)."
• "Meaning my animals spent 19 hours in dirty, unsuitable bedding and arrived swimming (literally sloshing around!) in their own waste and very distressed."
• "We were specifically informed in writing there were direct flights available to our destination... 6 days before the scheduled departure... we were told ‘there are no direct flights due to the type of aircraft BA is using on this route during covid."
• "Spent over $6k to have my 2 pet ferrets travel from Japan to Ireland only to have one of the worst experiences I have ever had while dealing with a company."
• "When she arrived in Bogota she was left in her travel crate over night without being allowed out to go to the toilet and with no food or water."
• "Where he had got so distressed he ended up covered in his own feces."
• "Bedding in the crates were soaked, maybe you could add couple layers of puppy pads or something like that on top of original stuff."