Appalling service and distressed pets.

Avoid at all costs. The worst possible experience and all the fault of BidAir Pet lounge. I took my 3 cats to Joburg Pet Lounge to check in for 245pm flight on SAA, reminding them to put water in the cages which they assured me they would do. Not that I need to ask. Once on the flight I asked them to check my cats were on board and they said no. They were sent back as BidAir made a stuff up. They where to confirm the cargo space the day before and did not do that. Pet Lounge was not answering their phone and I couldn't find my cats. SAA eventually found out they were booked on a 430pm flight 2 hours later so I proceeded to Cape Town. The flight did not arrive until 730 pm and it took them an hour to go the 500m from the runway to the Pet Lounge in Cape Town. They arrived in a stressed state and had not water. They had now been in the cages since 10am. I had a 2 hour drive from there so they were in the cages for more than 12 hours. I still await a call back from Joburg duty manager Thumi, which I guess will never happen. I stongly advise to avoid them at all costs and book your pets directly yourself.