PBS Pet Travel Reviews 

Reply from PBS Pet Travel

Mar 6, 2019

Hi Natasha,

Thanks so much for taking the time to write us a review - we really appreciate it! It was a pleasure working with you and we hope Jake and Bear are settling in nicely in their new home.

All the best,

PBS Pet Travel

Reply from PBS Pet Travel

Apr 1, 2019

Dear Corina,

Thank you for your message, however we feel this is an unfair and inaccurate review and we disagree with what have outlined above.

You booked and paid for our services to arrange your new dog’s flight booking from the UK to the USA. You agreed to our terms and conditions (Which outline all cancellation and booking policies) and agreed that all information you provided to us at the time of booking was correct and, that you were aware if these details change, we would need to be notified within enough time and if we were not, this could result in a delay and, extra charges.

Your booking was made with the airline as soon as we received booking forms back, a date agreed and full payment received from you. A travel crate was sent promptly to your breeder and all relevant travel information was provided to you.

Less than a week prior to the date your new puppy was due to leave the UK, you informed us that you would no longer be able to collect your puppy when the plane landed in the USA.

As previously explained to you, it is not possible to send any animal via cargo, without notifying the airline of who will be collecting on arrival and, someone must always be present to collect pets when they arrive.

You then informed us that your puppy would be “Picked up by a kennel” – this was simply not enough information to be able to amend your booking with the airline.

As you knew from previously filling out your booking form and accepting our terms and conditions, we are required to provide the airline with the name, address, contact number and company name, of the person collecting or, agency arranging the clearance and therefore, you are required to provide us with this information, before any booking can be made.

We spent a full day trying to contact you – we sent emails periodically and contacted you on all of your emergency contact numbers, but none of our emails were responded to, no phone calls answered and no voicemails left, responded to.

By the end of the working day, with your puppy due to be collected in the early hours of the following morning, there was no other choice but to cancel the booking and inform your breeder that we would not be collecting the pup.

The airline would not have accepted your puppy for travel with no information on who was collecting or clearing through customs on arrival in the USA and had we collected your puppy from the breeder, the airline would have only refused your dog at check in - resulting in unnecessary stress to the puppy and, unnecessary costs to yourself.

The reasons your puppy did not travel as agreed were not due to any fault or error on the part of PBS Pet Travel.

The cancellation happened due to three reasons as follows:

1) You made a last minute change less than 1 week prior to travel

2) You did not provide us with the relevant information required to enable us to amend your booking in time

3) You did not respond to any of our emails or phone calls.

Despite the above, we were more than happy to rearrange the travel for you at the soonest available date, based on the additional fees required to be paid by yourself, for the last minute changes (As per our booking terms and conditions).

You then made the decision to cancel your booking, at which point we gave you a full refund, minus our cancellation fees, as outlined in our terms and conditions and again, as agreed to by yourself at the time of booking with us.

We reject your comments regarding our services and would like to add that every decision made by PBS Pet Travel in relation to your booking, was based on the safety and welfare of your puppy.

It would not be ethical or responsible for either PBS or an airline, to accept a live animal for booking or travel, if it has not been confirmed who will be collecting and clearing the dog through customs on arrival at final destination.

Kind regards,

PBS Pet Travel

Reply from PBS Pet Travel

Apr 1, 2019

Dear Carlos,

Thank you for your review - we would like to apologise that we were not able to get back to you with the price you requested, however we do not feel this justifies poor review for our services; considering that you did not book or use our services and, were only looking for a price which unfortunately due to unforeseen circumstances, we could not provide you with.

As explained to you over the phone - the staff member who handles exotic pets, was unexpectedly off sick - when we realised she may be off with a serious illness for quite some time, we informed you of this and advised you that we are unable to help with relocating your turtle- we are only a small, family run business and at present, only have one staff member dealing in exotic pets and therefore, with the staff member in question out of the office due to sickness, your inquiry was not something we could assist with and we did explain this to you as soon as we could - we hope this helps to clarify the situation.

Best regards,

PBS Pet Travel