Airsupply Shipping Agents Reviews 193

Passportforpets UK- This company do not deserve even 1 star.
It states on their page that they ‘welcome all customer contact’ and to reach out and ‘speak to one of their friendly staff’. This could not be further from true.
From the moment I reached out to make an enquiry, Holly, who got back to me via email has made it very clear that they had no interest in helping me. She did not supply me with any helpful information, even after I explained to her via email that I had never done this before and was a bit confused with the process, she made it quite evident she did not have any interest in assisting me or providing me with any information other than tell me to go elsewhere. When I called up, I was transferred to Ian, who from the moment he began speaking to me, was the rudest most arrogant person I have come across in a long time. He stated multiple times during the call that they had ‘no interest in helping me’ simply because they ‘don’t want to’. I truly could not believe what I was hearing and made a point to state that the customer service I had encountered was absolutely appalling. I am going through a very difficult and stressful time and really did not appreciate Ian being completely passive aggressive towards me over the phone. He was down right nasty and actually caused me to be tearful after the phone call. He spoke as if he had some sort of personal issue with me, and I am just a person who has reached out to enquire about their services.
In a nutshell, my enquiring was in relation to transporting my dog from the UK to Ireland. I had mentioned that I had been given a booking proposal and a quote from a company in Australia as he is travelling from here initially, and that this proposal included UK customs clearance, so asked if they could assist with simply just getting my dog from UK to Ireland, putting aside the fact that he has come from Australia, as this should have been treated as a seperate service altogether. They repeatedly said that they wouldn’t assist as the package has to include customs clearance?
Ian stated on the phone multiple times that he is not ‘mopping up after some other company’… and also said that if I had used their company from Australia in the first place that they could have completed the whole process!
If someone from this company had given me that information in the first place, I would have done exactly that. I did not even know they had an office in Australia, and throughout emailing back and forth with Holly, she did not mention this once.
I had not actually paid any fees as of yet with any other company so I would have been happy to go with another company such as this one to complete the whole process, but after being spoken to and treated in such a degrading manner and essentially bullied over the phone, I would not give this company a single penny, let alone allow my dog to be in the care of such nasty people. I’ve seen other reviews saying similar things and I’m glad I have seen the true colours of the people behind this company so that I know never to do business with them and to warn anyone I know to stay well away from them.
It is people like Ian who have no problem pushing people over the edge on a bad day,
It costs nothing to be kind Ian. I hope you sleep soundly at night knowing that you brought me to tears this evening and why you felt the need to be so rude and nasty is beyond me.
An absolutely appalling experience, it is an absolute disgrace to claim that they have good customer service when this is how they treat and talk to people.
I rarely ever leave reviews for ANYTHING and I am up the walls at the moment during a very stressful time in my life but I felt it was my duty to come on and leave this review.
Truly a disgrace.
Edited after receiving the below reply:
Ian, I am not yet anyone’s ’client’. All I have simply done is reach out to multiple companies to receive quotes and/or try to gain the knowledge that I needed to assist me with how to go about transporting my pet.
I clearly stated via email that I had not yet paid any fees to any other company, therefore your comment stating that I am the client of a competitor is incorrect, simple as.
In your own words, and in an extremely rude manner, you stated to me over the phone that you ‘cannot help me’ and, when I asked why, you said ‘because we don’t want to’.
Your mannerisms were completely rude which speak volumes about you, not only about your very poor customer services skills, but also as a person.

Edited again after the reply was deleted and a new one was posted. I have all of correspondence and a recording of you telling me on the phone that you won’t help because, in your words, ‘we don’t want to’. I ask you to stop lying as you are only digging yourself a bigger hole. I was not the only one in the room during our phone call and I will post the recording online if needs be so please stop changing your story and lying.

I’ve used Passport for Pets various times now for my dogs Karen & Reg Tracey - this time to Cyprus from London Gatwick, they’ve arrived super chilled and safe on island. I would like to take this opportunity to thank Tamara Wild personally for her outstanding support and communication, it’s hard when you have to do this, yet she made me feel at ease and stopped me from having a melt down. Thanks again Tamara, speak in a couple of years 😀

A great service from Passport for Pets. Despite there being lots of complications along the way, they were supportive and responsive at all times. We ended up leaving our cat and dog in the UK at a kennel for 6 months as we had to honour a contract that started before we could move our pets. Holly and the team were unphased by this and worked alongside the kennel as well as ourselves to ensure we were able to be reunited as quickly as possible.

I have dealt with Passports for pets the last two years and my experience has been really positive. It is an efficient, seamless and very friendly service. At times I have needed urgent flights for my pets and they go out of their way to secure them. Compared to other companies their prices are very pocket friendly. I am kept informed of my pets journey from drop off till they get to their destination

Airsupply were the UK portion of moving my two dogs from Baltimore (USA) to Carlisle (UK). They worked closely with Capital Pet Movers in the US, and I cannot give both companies and the individuals involved more praise in how they handled everything.
Airsupply managed the my dogs on a typically miserable British December afternoon from Heathrow to wet Carlisle. I was contacted at least four times by phone and WhatsApp with updates as to their progress.
Thank, you, thank you, and thrice thank you: anyone who is thinking of moving with their pets could not be in better hands.

What a service! They have been brilliant. Shipped my pet to the USA without a hitch and were Uber supportive all the way. Then when we needed to ship her back again even better and more supportive. A special thanks and our eternal gratitude to Sarah, thank you so much.

As any owner of a furiend, I was apprehensive about sending my Cat Karlos to dubai with us. Adding to that, the cost some companies quoted me with were extortionate and they just kept trying their hardest to sell me an overseas agent too. However, Holly was different. She was extremely helpful from the get go, the price was extremely competitive and she was genuinely just there to help. She was always there on the other end of the phone The process was made easy for us and no stone unturned.

Sending our cat from the UK to Australia started as dad to daughter promise. I quickly realised this was not easy and soon despaired at the ‘helpful’ official advice online. Then I searched and found the best reviewed pet shipping agent I could find. After some helpful and straightforward advice I knew the options and thankfully chose Passport For Pets to help me keep the promise.

Most importantly our Pet Travel Consultant (Holly) came on side and then I knew it was going to happen and a few days ago it did. My daughter’s very much loved cat (Teddi) arrived in Melbourne. Genuinely can’t tell you how much it helped having Holly to make sense of it all and keep us on track.

Can say without doubt that I would recommend these guys to look after you (and more importantly our pets) and make what seems so difficult so easy. Thanks Holly, no matter what you had the answer and made it all happen :)

Thanks Stephen / Stephanie and Teddi

Could not be faulted from start to finish. From the handover (from Passports for Pets) to the hand-off (to the foreign agent), their communication was first class. They also worked really hard to fight increasing air fares for us using their well established airline relationships from which we clearly benefited. Lastly, they so obviously care about the animals they are charged with transporting. Thank you Nina and team.

Very grateful to have had the incredible service in flying my cat from the UK to the US. As a new pet mum, who travels frequently, this process was a big deal and daunting! The team were great at answering all questions, providing advice and information to make this process seamless. Drop off and pick up were an ease and I was particularly impressed with the handling of my cat - and how relaxed he was on arrival! I already know I'll be a returning customer - so recommend. Thanks to all the team.

Air Supply Shipping / Passport for Pets ensured my dogs transit from the UK to Australia was as smooth as possible! They were happy to answer questions along the way and had good communication throughout!

We have recently moved our pet dog from Greece to the UK, there was good communication throughout the move. Special mention to Sarah who was very polite and professional.
Tudor Evans

We paid £3,800 for our two parrots to be safely transported to Cyprus, this includes the CITES paperwork and vets visits etc.

While our birds were in their care one was ‘lost’ and died.

They came up with an extravagant excuse as to how this happened and said sorry.

They did not tell us it had happened until 36 hours after the event, denying us the opportunity to come and look for or rescue the ‘missing’ bird.

The owner has zero empathy. He treated the situation like DHL missplacing a laptop.

For those of you with pets I’m sure you consider them an extension of your family so you can imagine how upsetting that was.

The owner tried to distract from their sheer negligence by suggesting I had threatened him in my response. This tactic can be seen in his response to other complaints online. It’s childish and pathetic and was to hide from any responsibility or accountability.

If there was one ounce of truth in this he has my name, address and phone number to contact the police - he did not.

If you want your pets to live please do not use this company.

I have been in contact with all authorities including DEFRA asking for their permit to export to be removed. This company should not be in business. The owner should be ashamed of himself.

Why is it when things go wrong you resort to telling people on here there was abuse and violence been targeted your way. I noticed this on another bad review you received. You turn everything to make you the victim. You are a nasty man with vicious lies to protect your pathetic company. You lost my pet so patting you on the back and thanking you is something that would obviously not happen. You have not given us a single penny refund and still waiting for our loses to be sent back. A ‘good will gesture’ was an insulting way of putting it. You ignore all emails and calls and get your staff to say you’re not available to talk to. Do you not blame our frustration???? Such bad customer service.
Absolutely no threats or abuse have taken place and I’m more that happy for you to post any such thing on here to prove me wrong. We have no problem with your staff as they treated the situation with Empathy, something Ian that YOU do not have. We are obviously upset and trying to claim back money we have spent and not received for the service we paid for. We are claiming for professional negligence and until we gain some sort of refund we will keep the emailings coming. Just answer us and come to some agreement ASAP!

The shipping process for my dog, Milo, went smoothly! Didn’t have any issues at all. An agent, Nina is so nice and answered all my questions politely. Thank you so much!! Milo is really happy in Thailand now🫶🏼

❗️Passport for Pets is a scam.❗️They overcharged me, which they acknowledged and promised to return. It has been nearly 2 months since they took money from my account and I have still not had the money returned. I have had to contact an independent middle man to try and get my money back as they have begun to ignore any emails, Instagram messages or Facebook messages from me. Happy to DM screenshots for anyone interested. Please use an alternative service.

UPDATE: As you can see below, they have now acknowledged to owing me money. In addition to this money, the process was incredibly arduous due to errors on their part.

I have been forced to contact them via Trustpilot as they have blocked me after ONE message on Instagram and also on Facebook. They have promised to return my money but since been ignoring my emails for over two months. It is such a poor reflection on this organisation that the only reply I have had since early December is when posting publicly.

I will work on sending screenshots to those who have contacted me privately this week. To others: please do not waste your energy, time or money using this service when there are plenty of cheaper and more professional alternatives.

I will update once the money has been received.

Thank you to Katherine, Holly and the team. They have been amazing and so patient with me stressing and getting Jack on his way and all the update. A big thank you again!! Highly recommend Airsupply Shipping.

We chose Passport for Pets to send our Boxer , Bruno to Melbourne.
Throughout the whole process , Katherine and Holly attention to detail and customer service has been first class . Sending a much loved pet 12000 miles is a complicated and stressful experience but PFP ensured we met all the necessary target dates on the strict Australian rules timeline .
Leaving Bruno at London Heathrow was never going to be easy but again Holly & Katherine looked after him exceptionally well and he went off very relaxed which was a great relief to us .
We thoroughly recommend Passport for Pets and are glad we chose them to help us .
Les Saunders
Holmfirth
Yorkshire

Passport for Pets recently flew our dog Jess from UK to NZ. It’s was an extremely stressful time for us but Katherine was amazing. Making the entire process straightforward and easy. We can’t thank her and the team enough for getting Jess to our new home in NZ.

Amazing team looking after my dogs travelling from the UK to Canada. Great service, great pricing. Highly recommend.