1 reviews | Active since Sept 2023
Booked for a flight that does not exist!
We booked our pet to fly using the Pet Lounge service through BidAir Cargo from O.R. Tambo International Airport to Port Elizabeth International Airport. We received a booking confirmation for a flight only to later discover that the flight we were booked on does not actually exist.
What made the situation far worse was the complete lack of communication. We tried calling multiple phone numbers, repeatedly, and no one answered. Eventually, we contacted Port Elizabeth directly, where someone did answer. The entire response we received was: “Hello, book another flight.” That was the full conversation, no explanation, no apology, no assistance.
We were already nervous about using Pet Air Cargo after reading previous reviews, but we felt we had no choice as we urgently needed to get our pet safely to their new home. Unfortunately, this experience has been extremely disappointing.
The lack of professionalism, accountability, and basic communication is unacceptable, especially when dealing with the transport of animals, where trust and reliability are essential. Not being able to get hold of anyone simply to explain what is happening is beyond frustrating and, frankly, concerning.
Based on our experience, we cannot recommend this service.
Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and stress this has caused — especially when it involves the safety and wellbeing of your pet.
This is not the standard of service we hold ourselves to. We understand that when you entrust us with your pet, you expect clear communication, reliability, and care at every step, and we fell short of that in your experience.
We take this feedback seriously and would like the opportunity to look into exactly what happened with your booking so we can address it directly. We'd also like to understand the communication breakdown on our side so that we can ensure it doesn't happen again.
Could you please send your booking details to *** so that our team can investigate and follow up with you personally? We'd really like to make this right.
Once again, we apologise for the experience and thank you for bringing this to our attention.
Kind regards,
PetLounge Team
BidAir Cargo
Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and stress this has caused — especially when it involves the safety and wellbeing of your pet.
This is not the standard of service we hold ourselves to. We understand that when you entrust us with your pet, you expect clear communication, reliability, and care at every step, and we fell short of that in your experience.
We take this feedback seriously and would like the opportunity to look into exactly what happened with your booking so we can address it directly. We'd also like to understand the communication breakdown on our side so that we can ensure it doesn't happen again.
Could you please send your booking details to *** so that our team can investigate and follow up with you personally? We'd really like to make this right.
Once again, we apologise for the experience and thank you for bringing this to our attention.
Kind regards,
PetLounge Team
BidAir Cargo