Price increased 25%, misinformation and lack of communication.

I chose this company as they offered the better rates, however the quote I received increased by over 25% in two months. Making them more expensive than other well known trusted agencies.

I agreed to a quote of a flight. I never received the quote, just a bill. I paid anyway as I trusted the service provider, wanting everything to be organised. I asked for details about the flight twice as I had no quote or any information and the flight was happening in a week. The first communication I received was at 2:42pm stating my dogs would be picked up the next morning. No explanation and concerningly no location. There was no way of them being able to be picked up as people work and it is not permitted to take leave on such short notice. (I recieved no flight number, details, day, nothing). I thought it was a typo as initial communication as per the emails in February stated one day boarding. I just wanted to make sure and had to contact their whatsapp number as my agent would not reply to me. I was informed I would receive all the details in 20 minutes as this was urgent. I received communication 5 hours later from my agent. 10pm the day before they are supposed to go to kennels. They had given me the wrong date, the flight was actually 30 March.

As no-one could be home to have the dogs picked up they said I could bring them to the kennels on Monday. So the 5 day MINIMUM MANDATORY boarding was not necessary at all.

I had not made any communication with clearing agents and was informed the day before they would be staying overnight in a kennel in the UK. No idea where the kennel was located. I had a full panic attack, because the communication was terrible. And just said nope. Was seriously considering not bringing them over at all just because of this company.

They offered to make it right and I proceeded because I just wanted my dogs in the UK, and definitely did not believe they would give a refund. They eventually flew but it was not the best. I had to ask for updates and still had to pay more - of course. No-one informed me about the crate removal fee at Heathrow either. So I had to drive back to Heathrow 3 times in one day, else I would be charged. My boss was not happy with me.

Another incident was I was initially offered a flight through another airline. I was informed it would be very similar to my original quote, but when it was closer to the date the price had increased drastically and I was informed it was "ONLY because of the bigger crate sizes." However, I had quotes of different size crates and this was still substantially more. First red flag but they hold your deposit so it's hard to walk away. However I wish I did.

I hope this post can help you in making an informed decision. It is a stressful process and this experience was not great due to lack of communication and incorrect information being relayed to me.