Airpets

A...ma...zing! Kimberley and her team assisted me as clearing agents for my pets at Heathrow. They were amazing help, and I'll definitely recommend their service. My 3 pets were safely dropped off at my house, and the fees are good.Whiskey, Tequila and bokkie were very happy to be back home.

We used Airpets as the export agent when flying our cocker spaniel from the UK to Dubai. Their communication was fantastic from the moment we started speaking, and we knew she would be in good hands from the moment we dropped her off. They kept us up to date with photos and videos and ensured she arrived safe and sound. Special mention to Jake who guided us through the whole process and kept us informed. Would recommend to anybody.

Today I had one of the most negative communication experiences while living in England, I brought my dogs for an examination, which was agreed upon a week in advance with the veterinarian, but by the time I arrived at the clinic (I spent one hour on the road ) I received the answer that the veterinarian Today is a day off After I asked to somehow resolve this issue, all the clinic workers closed in the office and laughed, I waited at the reception for 10 minutes and left, I felt such strong racism because I know that my English is not so good and they mocked me all this time before me. I would like to warn those who want to contact them not to believe the pictures they put on Instagram do not match the reality and the service they provide.

Amber from Airpets looked after my dog on her way back into the UK. The treatment she got this direction (as opposed to on the way out with a different customs clearance company) was night and day. Airpets kept us updated throughout the whole process which eased the worry for us and we even got pictures along the way. The combination of Airpets and HARC is a winning one and I would recommend them to anyone, my dogs settling in just fine, only a bit of nervousness which is to be expected! Thank you to Amber and the team at Airpets :)

We chose Airpets for the relocation of our French Bulldog. We moved from the UK to Pennsylvania in the US. We felt that after reading the reviews, seeing the Instagram page and after talking to Kelly, that they would be perfect. Some issues were out of their hands such as the heatwave that hit all 3 airports our pup would have to go through - LDN Heathrow; Turkey and IAD Washington. The communication from Kelly at Airpets was not consistent and we would have to initiate all contact. We saw that this had been picked up on in some previous reviews. Once dates had been set, Airpets were good enough to collect our pup from a new location as we had already moved to the US. He was collected on time and the vet check was done quickly with emails sent to confirm this. The A-Z Broker kept us informed. We were disappointed with the photos we received. Reviews all comment on the great photos and videos. All we got were some photos of him looking unhappy and eating from a food bowl that had been left in his wee patch. We understand that he was flying with the Turkish Air handlers, but Airpets states strongly about their good rapport with all airlines handling the transport. This did not feel like that at all. Almost as though once he left Heathrow Airpets were not bothered. Choice Aviation handled the last stage and we were appalled at how we were re-united with our pup. He was left in his crate with a view of us, he was crying and howling. Despite being an hour early to pick him up and the flight running 58 minutes late, Choice Aviation were unhelpful and did not appear to know what they were doing. We were made to wait and fill out paperwork that could have been done earlier, the staff dealing with us had no idea how to use the system, in the meantime our pup was getting distressed and we were not allowed in to see him. A lovely member of staff came to our rescue and went to comfort our pup, then took over to complete the release quickly. Thank goodness he knew what he was doing. We were then given another issue and that was getting him out of the crate. He had been cable tied in, understandable, but we were told that they could not cut the ties or give us anything to open it. My husband ended up ripping them off with brute force. To end it all we then had to rush our pup into a public toilet and wash him in the sink. Where he had got so distressed he ended up covered in his own feces. We expected after a 10 hour flight he would need a clean up, but not to this extend. Overall we are disappointed with the image that Airpets paints for itself as we feel we saw none of this. Jake stepped in at the last minute as Kelly was ill, his communication was better but did not make up for the whole experience. My husband is currently putting a complaint together direct to Airpets.Date of experience: September 26, 2023

We had a super smooth and easy experience bringing our rescue kitty over to the UK from Kuwait. Amber was extremely friendly and happy to answer our questions, and Lee was great and on-hand to get him to us on the day. 10/10 communication from beginning to end - we just showed up and collected our boy. He was watered, fed and super relaxed, which is a great sign. We recommend Airpets to everyone for their professionalism and immense care for the animals they transport - Archie's very long journey could've been very scary for him, but they made him feel extremely safe throughout. In just a few days, he's completely settled! Thank you Amber and Lee ❤️

Everything started well when we decided to choose Airpets to send our Cockapoo Milo to our new home ChinaWe have some issue with the injection that our personal vet couldn’t have it and Jake help us straight, responded to us very fast and send the Airpets vet to our home for the injection.Time to departure we need to let Milo 2 night in Airpets and will join us on the following Monday.Very stressful for us to let him because he is very nervous and scared about strangers.They were very kind and say they will update us, if we had any questions they will be there for us.Unfortunately is there everything got wrong.We send few emails my husband and I to have news from Milo and his wellbeing.No answer…Monday come, no news still…I called, the lady on the phone spoke very fast and told me “ my colleague send you email this morning, his fine…. Okay have good day”That it… the colleague never send the email.At 8.21pm ( Chinese hours) we received a email from Fay saying that some documents were missing or our correspondence in China missing pages for the customs there.We called straight…They try to cut the conversation,We finally have Fay on the phone told us the same, we ask for updates of Milo and where he is.“ we send you a update guys this morning no? Oo so sorry he is okay he is flying now”Ah okay so definitely we didn’t know they put Milo on the plan and definitely didn’t wait for us to have more clarity about the documents.Is that normal to send a dog in other part of the world knowing something is wrong ????!!!Our correspondent in China told us that our case was very important to fix otherwise we will not be available to take Milo.Since we have no news from them of course!For me they wanted my dog out of the facility definitely!Now my dog arrives in China and we can’t take him.Lucky the person here take care personally of our case to make it right but still my dog is in airport with any food or someone to take care of.We received a autorisation from the airport to visit him, bring food, some pad ( because of course he will that 24/24h in is cage so pipi caca everywhere) !We will wait to have our dog back and will go asap to check is health after thisBut I’m pretty sure the trauma will stay for few months!

Airpets Travel company undertake the import of my two rescue dogs into Heathrow from Barbados. Amber was absolutely amazing. So professional, quick to respond, kept me updated on progress and showed genuine care for the safety of my pets. I highly recommend this company.