PET PORT - THINK TWICE

I should have read reviews on here before approaching and eventually using them to transport our 2 cats from SA to the UK. I'll give them fair praise in attending to the initial enquiry and response time, they were very good, but that is the last time I experienced anything remotely close to customer service and care. Quote received in June 2021, 15% deposit paid within the 14 days of getting quote. Pets arrived in the UK 3 months and 22 days later (114 days) after paying the deposit. Another South African we met at the collection site, said his entire process took 6 weeks. Why the massive disparity in the timeline for your clients? The agent that was originally assigned to us, was simply not good enough, lack of communication, empty promises and a handful of dates/flights that just didn't materialise. Every time I enquired about this, it was someone else's fault, or simply dismissed. Had to literally beg for information pertaining to the transport of our cats once the deposit was paid. All paperwork was completed 100% as per their requirements. After numerous emails, to which most simply were ignored, we were given a new agent after a few calls were made by supportive family members asking pertinent questions. When seeking clarity as to why its taking so long, a dismissive email and generic apology was offered, yet no resolution forthcoming.

We opted for the Premium Package as we were sure this would alleviate a lot of the stress moving hemispheres, using Pet Port was anything but stress free. A call around mid-day Friday informing us a flight was available Sunday evening, but we needed to get our babies to the office in Benoni ASAP, which we did. We were informed there would be an increase on price due to airline advice on the ventilation of the original 2 crates. So 2 crates turned into 1 large crate. Now, the billing and things included in the package...Custom crates? I am curious as to how a company can knockout a custom crate so quickly upon request via the airline? Package includes bathing of animals - Ours were not bathed. Collection from home - we had to drop them off. 3 Nights cattery - 2 nights only. When I raised these points, I was told verbatim "The collection charge remains the same whether it was collection or delivery as both are based in the same area, these fees are calculated from East Rand to Airport and not from our offices to collection to airport, so those fees remain unchanged. The boarding is complimentary so even though they were here for 2 days you got 3 day complimentary, the bath also is a complimentary service and does not apply to all pets." Surely this is false advertising, and secondly if it doesn't apply to all pets, why include it in a quote, when quoting for animals that you bath? Also none of this is indicated in their T&Cs.

Now the billing and lack of transparency...I can understand an increase from the original quote due to a last minute change in crate size, but what I find interesting is you get a quote based on the exact measurements of your pets, for the crate size and quantity, but a last minute change is required, which increases the total. If anyone is interested the difference between quote and invoice is over 30%. When querying the final invoice I noted the deposit was re-billed and not taken off the original quoted amount, and because I seek clarification now, after I was told I would receive a full breakdown from the accounts team (yet to get it), I've been threatened to be handed over for non-payment. Reading reviews dating back as far as 2018/19, this is not an isolated incident, but seemingly their modis operandi. Get people to pay the deposit, then we'll get to you when we get to you, knowing full well most people will not walk away from the 15% deposit. If you cared as much about your clients and their pets, as you do about money, then you'll have a wonderful reputable business, but you don't, which leaves people bitter and very frustrated.