Petsfly

Leslie, Thank you so much for the very kind review. Sometimes, there are kinks in the original plan, but we do strive to provide solutions as fast as possible. We also choose to use partners who are just as dedicated. Glad everyone is happy, healthy and reunited in your new home!

Keren, thank you so much for the kind words. Happy that we could help liaise with the vet clinic and hope you have a fabulous trip.

Thank you, Jane. That means a lot!!

Dear Nicole, Thank you so much for your kind words! We’re thrilled to hear that you had such a positive experience working with Brenda. She truly is dedicated to ensuring every pet's journey is as smooth and stress-free as possible, and it’s wonderful to know that her attention to detail and quick communication made a difference for you. We’re also happy to hear that your pup felt at ease with Dana during pickup – that's exactly the kind of care and comfort we strive to provide. Moving internationally can be a challenge, and we’re grateful you trusted us to help your first born make it safely to your new home in Ireland. Wishing you and your family all the best in this exciting new chapter! Warm regards, Katie Petsfly.com Customer Care Team

Dear Chris, Thank you for sharing your experience with us. We genuinely regret that your move didn’t go as smoothly as you had hoped. Moving pets internationally can be a complex and emotional journey, and it’s always our goal to provide as much support as possible throughout the process. We’re sorry to hear about the issues you encountered, including the handling of your dogs' paperwork and water upon arrival. These are critical details, and we take such feedback seriously as we work to improve our services. We understand how distressing it must have been to be separated from your pets and to feel that communication was lacking. While our team strives to ensure each pet is cared for with the highest standards, we clearly fell short of your expectations in this instance. Regarding veterinary appointments, we understand how important this is, but we cannot make these arrangements directly, as we are not always aware of your availability. Additionally, for the safety and smooth processing of international pet travel, only the relevant trip documents can be included during transport. Personal medical records, past health reports, or any non-essential paperwork are not typically permitted, as they may complicate customs and entry processes. In this particular case, we also noticed that two personal tax forms (a 1098 and a W-2) were included, which we could not process as part of the pet travel paperwork. It's also important to note that pet relocation can be a costly process due to the extensive care and attention required to ensure your pets' safety and comfort throughout their journey. This includes specialized handling, flight arrangements, and regulatory compliance to meet the requirements of multiple countries. We would appreciate the opportunity to discuss this further, address your concerns, and find a way to make this right. Thank you for bringing this to our attention. Your feedback is incredibly valuable to us as we continue to refine our processes and ensure a better experience for all of our clients. Wishing you and your pets all the best in your new home, Katie, Petsfly.com Customer Care Team