United PetSafe Program Reviews
7 ‘United PetSafe Program’ Reviews
- a star if I could. We were told to bring our 2 dogs and 1 cat to Cargo 2 hours prior to our flight, to be sure of getting the check in done before my flight we arrived at Cargo over 3 hours early, I was told on the phone it would take about 10 minutes per pet to check them in. Wrong. Idiot woman who can't even answer a question from us when asked. Shortening this up a bit, she took 2 1/2 hours to check them in. We missed our flight because of that and had to reschedule another to catch up to the pets. They arrived at our destination at 1pm as scheduled, we called the Vet who checks them in and told them what happened. They were taken to their boarding facility for the night because now our flight wouldn't arrive until 10pm. We then had to get/pay for a hotel, food and boarding of the pets. All 3 kennels were saturated with Urine. Plan your trip with another airline, most are 100$ per pet, United is over $225.00 and our flights were 4 times the cost of another airline. Screw United and their Petsafe program, it's a ripoff.
I am disappointed in the service I received. Dropping my dog off went well but the process after that went downhill. This was a flight from Oregon to NY and my golden retriever was going to land a good 9 hours before I did as I land close to midnight. On top of that he is a pretty good sized dog, he couldn't fly to the airport I was going to so he had to be sent to a different airport 4 hours from where I would be arriving/living. As a result he would have to be kenneled overnight for an additional fee, that's fine. Was all arranged nearly 2 months before we fly and had paid for his overnight fee the morning I dropped him off. They were very accommodating on getting that worked out and I thank everyone who emailed me and talked to on the phone for that. I put another number as an emergency contact as I would surely be flying while he lands and my emergency contact never got a call but when I land I get a voicemail saying my dog has been in his kennel for nearly three hours after his arrival and they were concerned as to where I was as I hadn't shown up to pick him up yet. I was furious. I had my boyfriend call while I was flying to check up on him and the woman continued to ask when we were coming to get him and he said that it was arranged for my dog to stay overnight awhile ago. She goes "Oh!" Like she had no clue so he'd been in his kennel for nearly 12 hours at that point I'm assuming as he left Oregon early that morning. So I call when I got the chance after leaving my one of many flights to call to see what happened. The woman who answered the phone answered in a "very bored-and-I hate my job" kind of way and suggested next time give them a heads up of arrangements to kennel him and the price for it and I stated that this was arranged well in advanced and I even have the receipt of his boarding payment. Next day I call half an hour before to say I'm coming to get Charlie just to give them a heads up. The woman who answered said she'll let them know and have him ready. Well I get to PetSafe United in Newark and there were two women behind the desk. I say I'm here to pick up Charlie and she asks if he landed today or yesterday I say yesterday. She looks on her computer and looks confused. She said "are you sure he landed yesterday?" I say yes he landed yesterday. At that point I'm thinking they lost my dog or sent him somewhere. She keeps looking and I'm getting more worried. She asks a few more questions to get more information to find him I'm guessing. At that point I'm so close to going to the kennels myself to point out which one is my dog. She says let me go check. She then comes out and says he'll be right out. Thank goodness. I ask if he ate last night and this morning? She responds "yes he ate" no more than that. The man puts my dog back in his kennel and slides him out the door like "cargo" mind you my dog is already scared. I was like really? So we take my dog out to walk him out of the airport as we're not going to "slide" him out the terminal. His kennel is "giant" sized. Then the women try telling me the price for overnight stay and I show them my receipt (thank goodness I brought it) and say right here already paid for ahead of time.
In summary I think there needs to be more communication amongst the people who work for PetSafe united and keep record of if a dog is being boarded or not and if payment was arranged instead of leaving someone's pet in their kennel for hours and trying to charge twice for boarding. Unnecessary stress put on the animal and their owners who are also in the process of traveling. If owners didn't care about their pets, they wouldn't be spending the money to fly them across states. So a little more compassion for the animals would be appreciated. Won't be using them again.
We chose to spend more money by using United over American Airline thinking it would take better care of our Scottie with their temperature controlled cargo area. I arrived at the airport 3 hours early for a non-stop flight from Boston to LAX. I stayed an hour with my baby so she would not have to stay in the kennel longer as the 6 hour flight was going to be long enough.
By the time I got home 3 hours later with rainy traffic, I thought she is in the air on her way to Cali. I ate dinner, and started to pack as I am leaving in the morning but did not want her to be on a connecting flight so I sent her ahead.
I checked my email between packing only to discover that United left our dog on the ramp in the rain. Our dog was never loaded on the plane and 6 hours later they put her on a plane to Newark where she will stay the night. This is just so unbelievable. PetSafe my _ss! PetDanger is what United should be called.
I had the worst experience with United PetSafe. If you can use a different service I urge you to make a wiser decision than I did. First off, I did ALL my research on what was needed for my dog to move to the UK. I followed all the regulations and timelines. It was not until I arrived 3 hours ahead of scheduled flight time to be greeted by a rude front desk receptionist. It all started with a form I was missing. However no where does it say in any of my confirmation emails, or on the site that a generic health certificate is required by PetSafe, mind you I had the required health certificate endorsed by the USDA and the certified rabies certificate.
Of course they would not allow my dog on until I got this super generic certificate which had the EXACT same information that was on the endorsed health certificate. The rude front desk help wasted about 20 mins of my time by being on a FaceTime and trying to also turn on a computer to find a close by vet that could get me a health certificate. He then told me I'd have to be back in 30 mins if my dog wanted to get on the flight. He was of no help, rude and inconsiderate.
I was able to get my father to meet halfway on the highway to drop of a certificate being that it is rush hour in Chicago. I finally get there about 5 mins late and he almost would not allow us on the flight. They then made me buy another kennel on the spot even though mine was airline regulated. Just a bunch of Bull and not a lot of help leading up to the time of and its too late when you have no choices.
My dog finally was locked up and ready to leave at about 7pm. Her flight then gets delayed an hour, another hour, and another hour. I am finally woken up at 1am by my husband in England saying the flight is cancelled due to maintenance. My dog has been in a cage and kennel for HOURS. Yes they have a "dog run" its about the size of a parking space for a SUV, and during all the time I was there dealing with their horrible service I saw a couple people take the dogs out to relieve themselves but they went straight back in. After dealing with customer service on the phone who could not even get a hold of anyone at the O'hare desk all they could say is your dog has been let out. Not confirming that, just what they decided to tell me. Finally my dog was rescheduled to get on the flight the next day at 350pm. Well that flight was delayed until 545pm. My dog was caged and kenneled for almost 24 hours. And the delay the next day, because of crew availability.
This company caused a major inconvenience since we had to kennel my dog in London until my husband could pick her up. They offered me ZERO compensation for stuff that was NOT my fault. I'm not sure about anyone else but if you paid $1750 to ship your dog you expect it to be what you paid for. United Petsafe had no problem taking my money for horrible service.
Please do NOT use them. It was so stressful and so inconvenient! This company is the worst!!!! I will 100% find another company who cares about their customers and their pets.
I HIGHLY recommend anyone to NOT used United Airlines PetSafe service, because recently I had the worst experience ever.
I had arranged to fly my 1 year old puppy with United Cargo from Ireland to Nicaragua with 2 connections (Newark and Houston). Because of the long hour flights from DUB-EWR & EWR-IAH, I choose the option to leave the dog overnight in Houston Petsafe animal centre and then he was suppose to arrive the next day in the morning in Managua.
It did not happen as promised.
The dog arrived in Managua Airport and was brought all the way to my partner to be collected, but then the employee could not find the folder of dog documents which were suppose to be attached to the kennel. United stated that the puppy cannot be released, because it doesn't have the papers and will be sent back to Houston. My partner insisted to call the Houston office and ask where are the original documents or at least to fax the copies. It was refused, the dog was just taken and put back in cargo flight back to Houston without any explanation of how this process will continue. They just simply said to come tomorrow and collect the dog. We were unable to check the cargo tracking system, it was not updating anymore. Nobody even bother to contact us to explain where the dog was and what was really happening.
Then the next day my partner went to airport again with all the copies of the dogs papers (just in case if United had lost the originals), so animal can be finally greeted and released after 72 hrs of being held in kennel. This was the 3rd day that dog was travelling.
And the worst has happened: the dog was never put on the flight and nobody was even able to contact the Houston office from Managua to find out if the puppy was even safe. After numerous times that my boyfriend was pressuring the staff to contact the PetSafe for more details, they just couldn't get through the line. None of the employees basically were able to contact the Hoeston, how is that even possible where they all work for the same company. They should implement some internal communication. This was the 2nd day that the dog was not being released and noone even contacted and confirmed that he was in the pet centre. After my partner called the PetSafe HIMSELF and was being held on the line for more that 30 mins, they were able to track the animal and confirm that he was safe (who knows if they were actually checking him). If he would not have called, none of the staff were actually able to do anything.
The experience was BEYOND WORSE ever and I never had received such a awful customer service. Dog is not a luggage that can be put on one flight then on another, then sent back, because some employee forgot to attach the documents.
The service was 2x more expensive than a flight ticket for a person, so I was expecting much more of United. They have no systems in place and if you love your animal you will never risk him to put through this kind of mess.
I had an 11 week old French bulldog pup shipped from Duluth to Chicago and then on to Hartford CT. I was very pleased to find her crate clean and food & water in the bowls. She was not stressed out and even tho it was a long day for her, she arrived on time and in excellent condition.
I recently used United PetSafe to fly my shepherd mix from Chicago to San Francisco. After spending days doing research on which airline to use, I ultimately chose United, all airlines had their share of horror stories and bad reviews but it seemed like United had a good track record based on the volume of pets they fly each month.
Since the dog would be flying alone I was even more worried about the whole process. When my family dropped the dog off at the Chicago cargo area they were told the crate they purchased was not big enough. They then swapped out ours for a much larger kennel and proceeded with the check-in. This worked out great as the dog got to fly in a more spacious crate.
He arrived in San Francisco in good spirits with no issues. He was a bit dehydrated but other than that in good shape. He had a water bottle attached to the door of his cage, but didn't drink from it. If you're flying ur dog I'd recommend getting them accustomed to drinking from it before flying.
Overall the experience worked out well, the booking and check in agents were helpful and seemed to care about the dogs.
It's a very stressful process and each airline has their share of mishaps so you should do everything in your power to make the journey as safe and comfortable for your pet as possible.
Do not fly them in peak heat seasons, get a direct flight to avoid any layover confusion, and get ur pet used to their flying crate.