PBS Pet Travel Reviews 

Reply from PBS Pet Travel

Sep 24, 2019

Dear Jenna and Chris,

Thank you for taking the time to leave a review - we appreciate that. We are a little surprised however, to hear that you did not feel we provided you with enough information and feel as though we need to give a little more clarity on this matter; We emailed Chris a quotation for our services on the 29th January 2019. In the body of our email, we detailed an overview of the requirements for entry in to Australia - we have copied this in below:
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Summary of requirements for cats entry in to Australia

• Rabies vaccination at least 180 days prior to travel
• Rabies Neutralising Antibody (RNAT) Test between 180 and 240 days prior to travel
• Import permit
• Internal and external parasite treatment
• DEFRA Export Health Certificate (completed within 5 days of export – included in cost)
• 10 days quarantine on arrival in Australia

There is a lot of preparation involved when exporting your pet to Australia, so we have broken the process down in to two stages- please see your documents attached. Stage 1 explains the initial preparations you need to make and stage 2 explains the arrangements that need to be made with your vet, closer to travel. If there is anything you are unsure of, please give us a call.

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- In addition to this information recorded in the body of the email, you had a separate quotation attached – this quotation detailed what services were and were not included, a copy of this is recorded below:

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• Quote is subject to final pieces, weight and dimensions
• Flights are subject to availability at the time of booking
• Includes supply and delivery of an IATA approved travel crate measuring 24 X 16 X 20”
• Collection from residence and delivery to airline is available at an additional cost upon request
• Includes application of DEFRA export health certificate
• Includes transfer in Dubai
• Payment due in full at time of booking,
• Excludes import permit, quarantine booking or veterinary fees
• Please read pages 2 & 3 or your quotation for further information, Cost based on flights with Emirates Airlines only

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In addition to this, there were 2 separate documents attached to this email, which gave you an extremely detailed, step-by-step guide, explaining exactly what needed to be done, and when –

*** we will include a copy of this at the bottom of our reply, as we do feel it is important to give potential future customers confidence in the amount of information we provide at point of quotation. ***

These documents include links to relevant web pages – such as where to make a quarantine reservation and where / how to apply for the import permit.

In addition to this, we also gave you a digital example of the UK export health certificate, so that your vet could have a look and prepare, as well as notes for guidance – specific instructions from the government, detailing how the UK health certificate is to be completed.

We appreciate that this is a lot to take on board, however we do feel it is really important to be as detailed as possible and provide as much information as we can, to help make the process clear for our customers – you will not from our email that we also say to give us a call, if there is anything you are unsure of – we are always more than happy to take the time to go through these procedures over the phone, as sometime the paperwork can feel quite overwhelming – so this is why we are so surprised to hear that you feel we did not provide you with enough guidance.

When you confirmed you would like to make a booking, we then sent our booking email, which outlined exactly what we needed from you and we also gave you an overview of how the process would work – this is a standard email which we always prepare to help make the process stress free and again, we have copied this in below:

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“If you are ready to proceed with a booking then I will need the following from you:

• Completed booking form – attached
• Copy of cat’s vaccination card showing front page with all pet details and microchip number
• Copy of cat’s vaccination card showing pages with current annual and rabies vaccinations
• Copy of vet RNAT declaration
• Copy of import permit (when available)
• Copy of rabies blood test results
• Address and contact number for vet completing the DFEFRA export health certificate

Please note, without the import permit, RNAT declaration, rabies blood test results and vaccination records, we cannot obtain the approval from Dubai for transit, therefore we need this at least 7 working days prior to export, failure to do so will result in a delay to the travel date.

One you have had the DEFRA certificate signed off, we need to send this to the airport vets for checking. Therefore, we recommend you send copies to us as soon as possible after the final check-up (The final check-up can be done any time within 5 days prior to export) to allow time for any missing or incorrect information.

You will need to take a print out of the import permit with you when you take your cat for the final check-up and DEFRA completion as the vet will need to record the permit number on the documents.

(Originals of all documents will need to be passed to the airline, along with printed import permit and vaccination records) Please note, although the import permit looks like it is to be completed by your vet – it does not need to be, since the DEFRA certificate mirrors this.

We will send a final pre-travel email one week prior to travel, which will detail all check in details / documents that need to be handed over, as well as preparation for the travel crates and, final payment instructions. However I just want to give you this information now too, so you can prepare.

Once we have the booking documents and payment we can then request the flights and apply for the export paperwork and will get back in touch to agree a date for the crate to be delivered”


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We appreciate this email raised some questions for you – there is quite a lot there to take in, but again, we do feel it very important to include as much helpful information as we can.

We noted that you found our booking form frustrating – because the section where you are to select the services required, you felt was unclear. We can appreciate this might be confusing, and we are always available via phone or email to provide clarity – forms can be tricky at the best of times, but all the more so when there is so much other paperwork involved. So we were more than happy to give you the advice you required and we replied promptly to your email, addressing the 9 questions you had raised, with regards to the form.

Upon receiving the booking details from you, we responded to confirm everything looked great – we advised you we would request the flight and let you know once confirmed – we also explained this could take around a week or so. We advised we would be back in touch when the crate was ready to send to you and, that we would also be back in touch one week prior to travel to confirm all final details. On the same day, we had a crate delivery date available and we booked this to come to you the following week. 5 days later, the flight was confirmed and we confirmed this to you and again, advised we would be back in touch one week prior to the flight to confirm all details – we also advised you to please contact us, if you had any questions.

Exactly one week prior to travel, we were in touch with a very detailed email explaining everything you needed to know about check in, preparation of the crate, what paperwork to bring with you – you did not chose for us to collect your pet and take to check in, so we were sure to provide you with all the information you needed, to handle the check in process yourself.

We really do feel like we provided you with as much information as we possibly could and we are also always available by phone or email, to go through anything you may have been unsure of. We don’t understand what you mean when you say you came across obstacles and ‘extras’ - we have checked back over all emails and processes with a fine-tooth comb and cannot see that there were any problems or issues and nor was there any indication that there were things you were not happy about or unsure of – the only thing we note was your frustration with our booking form, which we understood and dealt with promptly and efficiently.

We do of course take on board the follow up email which referred to your pet as a female instead of a male – we understand that that type of error does not illustrate a very personal service. Presently, we have an admin team who organise follow up emails – so the person who composed the email would not have been familiar with your booking from the start and unfortunately, was probably typing on auto-pilot – it’s an easy mistake to make, however we can see that it is a mistake that can prove very upsetting and we understand that completely. We will certainly look to see how we can alter our process to ensure that type of mistake is not made again and we thank you for bringing this to our attention.

We really hope Bow enjoys his new home in Australia and if you would like to provide any further feedback or have any other queries, we would love to hear from you – and please see below a copy of the step-by-step guides which were provided to you in your quotation email pack.

Kind regards

PBS

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STAGE 1

We have broken down the initial preparation for your pet’s travel to Australia in to two phases. Phase one consists of the following:

• General eligibility
• Microchipping
• Rabies vaccinations
• Rabies neutralising Antibody Tire Test (RNATT)
• Permit application and RNATT declaration
• Flight booking
• Check vaccinations

Please see below which explores each step in more detail:

Step 1: Confirm general eligibility

Timeframe: Before starting the export process

• Cats must not be under quarantine restrictions at the time of export and can only be exported to Australia from an approved country.
• Pregnancy: Cats must not be more than 30 days pregnant nor be suckling young at the time of export.
• Cat Breeds: In accordance with the Environment Protection and Biodiversity Conservation Act 1999 (EPBC Act), the cat you plan on importing to Australia must not be a domestic/ non-domestic hybrid. These are cats that are derived from a cross with a wild cat species and includes (but is not limited to) breeds such as the Savannah cat (which is a cat derived from crossbreeding a domestic cat (Felis catus) with a serval cat (Felis serval), the Safari cat (crossed with a Geoffroy cat, Oncifelis geoffroyi) and the Chausie (crossed with the Jungle cat, Felis chaus). The only exception to this is the Bengal cat (Felis catus x Prionailurus bengalensis) which may continue to be imported provided it is five generations removed from the Asian Leopard Cat (Prionailurus bengalensis).

Step 2: Verify existing microchip or implant a new microchip

Timeframe: A microchip must be present before you can start blood sampling for any pre export testing

• Cats must be identified by a microchip that can be read by an Avid, Trovan, Destron or other ISO compatible reader.
• A Government Approved Veterinarian must ensure that the microchip is scanned at each veterinary visit. They must also check that the scanned microchip number is correctly recorded on documentation.
• If the microchip cannot be read or is inconsistent across the animal's documentation, the animal may be exported from Australia at the importer's expense.

Step 3: Check Rabies Vaccination

Timeframe: Dependent on vaccine validity

• Your cat must be vaccinated with an inactivated rabies virus vaccine and in accordance with the manufacturer’s directions. The cat must be vaccinated at least 180 days before export and this vaccination must be valid at the time of export.
• Cats must be more than 12 weeks of age when vaccinated.
• The rabies vaccine must be approved for use in cats by the competent authority of the country of export.
• Three (3) yearly rabies vaccinations are acceptable.
• Rabies vaccinations must be administered in an approved country.

Step 4: Rabies Neutralising Antibody Titre (RNAT) test

Timeframe: Between 6 and 24 months before export

For your RNAT test to be valid, the following requirements must be met:

• The blood sample must be drawn in an approved country.
• A Government Approved Veterinarian must scan the animal’s microchip and collect a blood sample for the RNAT test.
• The animal’s microchip number must be written on the blood tube and the laboratory submission form.
• The testing laboratory must be approved by the Competent Authority in the exporting country. It is acceptable to draw blood in an approved country and test at a laboratory in a different approved country.
• The laboratory report must be in English and completed on the testing laboratory ’s letterhead. The report must include the animal’s microchip number, the blood sampling date, the signature of the person responsible for issuing the laboratory report, the location where the blood sample was taken and the test result.
• A result of 0.5 IU/ml or more is acceptable. A result of less than 0.5 IU/ml is not acceptable and in this circumstance you must re-vaccinate and repeat the testing process.
• The department recognises the RNAT test result for 24 months from the date of blood sampling to the date of export. The animal must have a valid RNAT test Laboratory Report at the time of export. If the RNAT test is due to expire (i.e. greater than 24 months old) prior to the date of export, you must have your cat retested prior to the expiry date.
• The animal is not eligible for importation into Australia until at least one hundred and eighty (180) days have passed from the date that the blood sample is drawn for the RNAT test (with a satisfactory result).

Step 5: The Official Government Veterinarian must complete the Rabies Vaccination and Rabies Neutralising Antibody Titre (RNAT) test declaration

Timeframe: Before applying for the import permit

• You must contact an Official Government Veterinarian in the country of export to complete the RNAT test Declaration. This is not the Government Approved Veterinarian (your preparing veterinarian).
• You must submit the RNAT test laboratory report and rabies vaccination certificate to the Official Government Veterinarian so they can complete the RNAT test Declaration.
• The RNAT test Declaration form is available here: http://www.agriculture.gov.au/cats-dogs/rabies-neutralising-antibody
• The microchip number, test result and blood sampling date must be consistent between the RNAT test laboratory report and RNAT test Declaration.
• You must ensure that the completed RNAT test Declaration states the name of the testing laboratory, not the submitting laboratory.

Step 6: Apply and pay for the import permit

Timeframe: After you have received the completed Rabies Vaccination and RNAT test declaration, and at least 42 days prior to proposed date of export.

Please ensure you allow at least 20 working days for the processing and granting of your permit application.

How to apply:

You can apply online through the Australian Government website here:

http://www.agriculture.gov.au/import/online-services/bicon

Step 7: Contact PBS with potential travel date

We can then check availability, make a booking and confirm your flight details and air way bill number

Step 8:

Book tentative post arrival quarantine accommodation at an Australian government quarantine facility

Timeframe: After you have received your valid import permit

• Contact the relevant quarantine facility to make a booking for your animal. Due to high demand, we cannot guarantee a space at your preferred quarantine facility.
• When you make a booking, you will be required to provide the following information:
A valid import permit number
Flight number and date of arrival in Australia (once confirmed)
Air waybill number (once confirmed) PBS will supply
Contact telephone number
Details of any special needs your animal may have
Full payment
You can book quarantine online here:

http://www.agriculture.gov.au/cats-dogs/quarantine-facilities-and-fees/post-entry-quarantine-facilities

More quarantine details can be found here:

http://www.agriculture.gov.au/cats-dogs/quarantine-facilities-and-fees/fees-for-government-animal-quarantine-faciltities

Step 9: Check general vaccinations

Timeframe: Dependent on the validity of your cat’s vaccination

The department recommends that your cat receives a vaccination that protects against feline enteritis (also known as feline panleucopenia or feline distemper), rhinotracheitis and calicivirus and is valid for the entire post-arrival quarantine period.



STAGE 2

We have broken down the initial preparation for your pet’s travel to Australia in to two phases. Phase two outlines the preparations you will need to arrange with your vet:

• Internal parasite treatment
• External parasite treatment
• Pre-export examination
Please see below which explores each step in more detail:

Step 1: Internal parasite treatments

Timeframe: Two treatments at least 14 days apart, with the second treatment given within 5 days of export

The cat must be treated by a Government Approved Veterinariantwice with an internal parasite treatment effective against internal parasites (nematodes and cestodes) . The two treatments must be administered at least 14 days apart and within 45 days before export. The second treatment must be given within 5 days before export.

Step 2: External parasite treatments

Timeframe: Commence at least 21 days prior to export and repeated according to manufacturer’s directions until export

• A Government Approved Veterinarian must treat the cat with a product that kills ticks on contact. To maintain continuous protection from external parasites until the time of export, you may need to repeat treatment in accordance with the manufacturer’s directions.
• You should discuss suitable external parasite treatments with the Government Approved Veterinarian.
• At each subsequent veterinary visit, the Government Approved Veterinarian should thoroughly examine the cat for external parasites. If any ticks are found from the time of treatment referred to above until export, they must be removed and the preparation must be restarted

Step 3: Pre export clinical examination

Timeframe: Within 5 days of export

The cat must be examined by a Government Approved Veterinarian or an Official Government Veterinarian and found to be free from external parasites and clinical signs of infectious or contagious disease within 5 days before export. At this point, your vet will need to sign off the DEFRA Export Health Certificate. You will find an example (blank) export health certificate attached to your quotation email.

Reply from PBS Pet Travel

Sep 19, 2019

Dear Kay,

We are sorry to hear that you did not receive a quotation for our services; however we have done a thorough search on our system and have not been able to locate any enquiry or email from yourself, so we think your request may not have not reached us.

We can assure you that if the enquiry had come through to us, we would have responded to you and you would have received an automated email detailing our response times -based on the type of service you are requesting a cost for. The notification would have also advised you to phone us, if your enquiry was urgent (since our online quotations are not instant).

We do feel like a 1 star review is a little unfair, as our lack of response is due to the fact that your enquiry had not been recieved. We have not been given a chance to investigate the matter to see if this is to do with a problem our side or a problem your side - such as a wrong email address being used or an online enquiry not being submitted correctly, a server being down, etc.

We would have welcomed a call on this matter and would have been able to take your details down again over the phone and then been able to send over the quotation you were requesting.

If you would like to call us to look in to this further we would be more than happy to investigate - our phone lines are open Monday to Friday from 08.00am to 06.00pm.

Kind regards

PBS Pet Travel