Horrendus Experience

I recently used PetPort to bring my 2 dogs over to Ireland from Durban and I would definitely not recommend this company.

From the time my account was handed over to the Durban rep (June) until the first week of September 2018 my experience with PetPort was **********. I had to constantly request information with regard to flight bookings and the process in which I would go through to get my dogs to Ireland. Several emails and phone calls which were either answered with “I’ll get back to you” and never did or just simply ignored. I then had had enough of this abysmal service and called the JHB office to complain. They gave me some information on flights and told me they would raise my concerns with the owner of petport and the rep in Durban. Nothing changed. By this time I had paid the deposit which they clearly state is NON REFUNDABLE and felt trapped into using your service. In hindsight I should have walked away from the +/-R4000 and taken my pets elsewhere, I really wish I had. It is a massive regret of mine and I feel guilty for not doing better for my pets. I continued to struggle with Petport and returned to South Africa in late August to meet with the rep at PetPort in Westville and try and gain some comfort around the transport of my pets. At this time I told the rep in person I was unhappy with her service and communication was not **********, she had an excuse for every concern and at one point had to go and check her computer to see when she had rep**** to one of my numerous emails just to say she had gotten back to me. By then all I wanted to do was get my dogs on the plane and put this all behind me, I knew she was a lost cause and would see no error in her service provided. I left South Africa to return to Ireland and receive my dogs who were due to leave the next day from Kloof to JHb. During my stop in at PetPort in Westville I SPECIFCALLY asked the rep if she had all the paperwork she needed and if three was anything else they needed. She said no they had everything, 'the file was complete'. I then went on to reconfirm that the driver would arrive at the house, the dogs would be put into the boxes and that would be it? YES – was her response. The driver arrived at my parents house and requested the paperwork! My parents did not have any paperwork as the rep assured us we did not need any more, SHE HAD A COMPLETE FILE. We were then told the dogs could therefore not travel on the booked flights and would have to go another time. This was unacceptable and numerous phone calls and irate conversations were had to ensure my pets left on that day. They arrived in Ireland a week later. The state in which they arrived was disgusting. Both pets were severely depressed, my little Toy pom was covered in her own faeces and both dogs had very clearly not been taken out of their boxes from the time they left JHB. Petport had assured us they would be frequently taken out of their boxes along the way and ‘walked and water in the pet lounges’ as well as there travel beds changed out in Zurich before the connecting flight. Both my little girls were sitting in wee and my toy poms faeces had been on her fur and paws for so long it was now crusted into her pads and bum. I had to soak her in warm water to get her clean. HOW DISGUSTINGLY SAD! My toy pom has since been treated for a bladder infection from sitting in her own faeces for an extended period of time. I am sharing my experience in the hope that service like this is no longer experienced by anyone else and that complaints and experiences like mine are taken seriously and action is taken. I truly hope no other pets or people will to have to experience the stress and worry and sad treatment of animals I went through.