Pets not the priority

While our interaction with Aeropets started off on a very positive level, it unfortunately did not end that way.

At the onset we were provided with very comprehensive information and guided on what to expect with our cat’s move from Johannesburg to Jakarta. The level of detail was really impressive.

However, when it came to the actual trip we found a number of things well below what we expected, definitely far from their tag line ‘First class pet comfort is our priority!’. Three main issues transpired: 1. The first issue is really the lesser of the 3 issues, given that it impacted on us as owners and not our cat, and relates to delayed response time to emails and WhatsApp messages sent. It seems that Aeropets employees may work part-time, as it took a day or two to get response, which in most cases came through at night. 2. Our cat was collected 9 hours before her flight (which already was a trip of 30+ hours, from take-off to landing). When questioning this very early collection, we were told that they also had to collect 3 other pets, so had to collect our cat at the indicated time. 3. The other 3 pets turned out to be another cat and 2 dogs, all transported in the same space in the back of a van. Not only was our cat unsettled by leaving with a stranger, but also had to travel in close proximity to other animals she was not fami**** with, adding to her anxiety. As an only pet she is not animal friendly. I thought that this was definitely not in the interest of the pet, but rather to streamline Aeropets’ logistical arrangements, regardless of the impact on the pet. Surely the point of departure should be to minimise the overall travel time? We received confirmation that out cat had been dropped with airline personnel 6 hours before her flight departed.

The pictures we received (included) from the airport show a clearly anxious cat, which we found really disturbing. It’s a pity that the actual transportation did not meet the standards of the administrative arrangements, and had a negative impact on our cat.