Lepetexpress Reviews 322

I have used Le Pet Express twice, and unfortunately, both experiences were disappointing. The woman who runs the service is extremely rude and seems to have no understanding of basic customer service.

During my first trip, my journey was delayed because we had to wait for other passengers, which caused me to miss my train. While inconvenient, I didn’t complain, understanding that passengers travel from all over the world with their pets and that options are limited.

My second experience yesterday was far worse. After already taking two planes and two trains that day, with one train delayed, I had no earlier options. This caused another passenger and me to arrive just 10 minutes late for the scheduled meeting time. I immediately called and emailed Le Pet Express to explain the situation and politely asked if they could wait an additional 10–15 minutes.

Instead of understanding, I received a personal call from the main lady, who spoke in a rude, patronizing, and arrogant tone, raising her voice and flatly refusing to wait. When we arrived 10 minutes after the scheduled time, the bus had already left, leaving two women stranded in Calais that evening with two pets.

When we called again to check on the bus’s location, as we could have caught up with a taxi before the tunnel, she was unhelpful and wasted our time by asking for our dogs document details - something that should have been checked in advance, not after the bus had left. She suggested that one passenger’s paperwork was incorrect and that they wouldn’t be able to cross the border. While wasting our time asking about documentation for no reason, she eventually informed us the bus had already gone through. We went to the pet check-in location to verify, which cost us extra again, and they confirmed all documents were in order. Additionally, the queues for the shuttle were very long, and if she had not wasted our time, preventing us from catching up, we would have made it on the shuttle. She misled us, wasted our time, and then advised us to take a train back to Calais and rebook the next available trip with her three days later - for an additional fee, of course and the tickets are non-refundable. With no taxis available at that hour, we had to stay overnight in an expensive low quality B&B nearby and arrange another costly taxi the following day due to the last-minute nature of the booking.

I frequently use private shuttle services worldwide and have never experienced anything like this. Delays caused by late flights or trains are beyond passengers control, and any professional operator should offer at least a 15-minute grace period, as they normally do! If you need to refuse the passenger please do so respectfully.

This level of unprofessionalism is unacceptable. I sincerely hope more professional and compassionate operators enter this market. I would rather pay a bit more for a private taxi than ever use Le Pet Express again.

Brenda is a star and could plan a military operation - she's super efficient and on point. Very good pre trip communication .I really appreciated all the emails making sure I had all the right documents . Once I got to Calais it was all very straight forward and my little one was not too put out by the journey .I would really recommend this .Someone needs to make a TV show about this fabulous service .

I’ve used the express for the second time and it was as great as the first time. Great communication, really great service and the staff has been fantastic each crossing! Instructions are clear, vehicle is super comfortable and the price is really fair. I cannot thank Brenda and her team enough to make travel with our pets possible.

Brenda and team were super responsive and an essential guiding hand during this process- whole heartedly recommend

Super rude and not helpful at all. We’re traveling from France to UK with our dog and Brenda the owner was very rude. We’ve got all the correct accreditation but they cancelled our tickets the week of travel leaving us to find other options. A ferry is way cheaper! Or just drive your own car.

What an exceptional service. Thank you Brenda!
Our campervan broke down 20 mins from the tunnel and we were struggling to get our 12 year old GSD home. This service was a lifesaver and was recommended on a Facebook group, they got us home same day and Brenda was such a lovely person offering advice and support when we were in panic mode. Her van is lovely and clean and she genuinely cares about animals. She even offered us contingency plans if we couldn’t get home that evening.

Thanks again and I would recommend time and time again.

What a lifesaver for me!!!!! Honestly, I am eternally grateful for her!!!!!!!!!!!

We had a little complication with the documentation, and Brenda called me immediately after my booking and held my hand through the whole process. She didn't have to, but that shows how much she cares about animals and people. On top of that, she is super professional, knowing every word of the regulations.

She gave me clear instructions and helped me find the vet in Paris to sort out the Europass. She even checked their availability and urged me to book an appointment immediately. As a result, we crossed the border smoothly - she is such a pro.

Also, her van is super clean and nicely modified to have spacious kennels next to passenger seats so you can stay close to your pet and comfort them.

I really think this shuttle bus service is the best service for transporting animals between the UK and Europe, it is reliable, affordable, safe, well-arranged and managed.

Trust Brenda- she is an incredible human being.

Bringing a pet to the UK has easily been one of the most stressful experiences I’ve ever had—but I honestly couldn’t have done it without Brenda and the amazing LePet team. Brenda, thank you for your patience, support (and for putting up with me during my moments of high stress—sorry again!). I’m so incredibly grateful.

Also, a huge thank you to Stefan, our driver, who went out of his way to make us feel calm and reassured. We’ll definitely be using this service again!

Smooth, effective process aided by knowledgable, helpful and interesting driver

Look for any alternative. it's hard to stress how much you should look for an alternative.

I had to write, and you let you know the great service I received during my trip with you.

Everything went very smoothly, and we even managed to catch an earlier tunnel train than expected making my onward journey in the UK much less stressful.

Nigel, our driver, was a true gent' and very professional. It was a pleasure to meet him. Nigel represented 'Le Pet Express' extremely well. He clearly cares for the pets and the 'parents' alike.

Thank you again for a great service and experience. I would highly recommend Le Pet Express.

Le Pet express made our pet’s journey across the Channel smooth. The team was professional, caring and kept us informed every step of the way. Highly recommended.

Great service! Speedy pick up and friendly driver. Dogs are in a kennel right next to you. Would definitely recommend and take again

These guys are the best. It's stressful and complicated getting a dog back into the UK, and they take care of everything, and make sure you are set with the paperwork, so a smooth journey is assured. They are great at corresponding, and go the extra mile -- personal responses, recommendations, etc. They are also by far the cheapest option, so there's that. This is my second time using them, and I wouldn't hesitate to use them again. Thank you Brenda and Barry! Appreciate all you did to make the journey seamless!

Honest,helpfull and convenient,
Thanks you so much MS Brenda❤️💯

The worst service I’ve ever experienced! Avoid at all costs!!! If you don’t want your holiday ruined! The euro tunnel was 5 hours delayed. On Le shuttle’s screen it says you can apply for compensation, and the staff at the customer service on site also said customers can get a full refund for the outbound ticket, but the owner of this le pet express, Brenda, told me that’s their tickets, not my tickets, lol, and I got no compensation at all!

When I asked for help, she, Breda was being really rude and refused to offer any advice and even threatened me to call security when I was trying to ask her on the phone to check if there’s any other option. The driver just left me and my dog in the middle of the car park. When I called their number to find the van, she refused to take my call! Multiple times!! The most unreliable, disgusting and disrespectful services I’ve ever had!

I missed my two train journeys to Paris, then to Geneva and had to book a hotel in Paris and wasted my hotel in Geneva. Money is not the biggest issue, it’s the disgusting rude behavior Brenda had towards customers.

5 stars – better than I imagined!
Yesterday, May 2nd, I travelled from France to the UK with my cat, and honestly, everything went way better than I ever expected. I had read a few negative comments beforehand and was a bit nervous, but the whole experience turned out to be absolutely amazing.

I was picked up exactly at the agreed time and place – not even a minute late! Our driver was fantastic – super friendly, funny (in a great way!), and incredibly helpful. He didn’t just drive us safely, he also kept us entertained the whole way, making the journey feel much shorter and more relaxed. It really felt like he was not just a driver, but also a great companion for the trip.

He gave us lots of useful tips and made sure both me and my cat felt comfortable the entire time. He drove very calmly and carefully, clearly prioritising the comfort and safety of the animals on board.

I couldn’t be happier with the service – it truly deserves 5 stars. Thank you for making a potentially stressful journey so smooth and pleasant!

Martyna.

I don't have enough fingers now to count the times my dog Oscar and I have travelled with Le Pet Express and Brenda. Each time we had a stress free experience. They are extremely well organised and professional. Oscar has always been well taken care off. It is a long journey to travel with a dog between France and UK but Le Pet Express makes it a great experience.

Wonderful!! Super knowledgeable and professional, thank you so much!!! Hope to see and use your services in future for any other cats!! Was a painless experience with your help and skills! Make sure you have all your pets papers (She will walk you through every step via email!!) otherwise you might have a huge problem at the border like other passengers did who refused to listen to her...
Shes wonderful and her services are excellent!!

Brenda owns the company and drives the van and is the person you want to trust to make sure your travel with your pet goes smoothly between France and the UK. She will help ensure all of your documents are executed properly if you send them ahead of time and treats her job VERY seriously because she understands the importance of the task to YOU. This requires equal parts effort from you and her to aid a full bus of travelers at once. Do not mistake intensity for anything other than care in ensuring a job well done!