Aeropets Animal Transport

Pretty bad experience transporting two birds from Brisbane to Sydney. Picked them up to find that they were put into a carrier that was made for dogs and had NO perches inside. My birds arrived stressed and clinging onto the sides of their dog carrier for more than 6 hours!!!There is no excuse for this considering the amount of hassle and frustration I already experienced making my booking with details not tracked and records mismanaged and not followed up. Will be filing a formal complaint. Shameless.

Was sceptical from previous reviews but we honestly had an easy experience. Lachlan was a legend guiding us through the quote and booking process, answering the billion questions I threw at him. Taj was fast and efficient booking our dog in. Greer was the kindest and loveliest person who received our dog at the airport.Only hiccup we had wasn’t even aeropets fault where our dog had to be put on the flight after the booked one due to space and an error on Qantas’ behalf. Beside the 3 hr delay, we were pretty happy with the service.

We had a very good experience sending our cavoodle from Adelaide to Sydney. He arrived safely in good condition (even after a slight flight delay due to late arriving aircraft). Aeropets were a much better price than other quotes we received and I would use them again. Only small hiccup is that the carrier we hired wasn't ready at the airport in Adelaide so it was a little bit stressful for my folks who were dropping him off to make sure the crate arrived in time for the flight.

I regret using your service for shipping my dog to NZ, and wish I have gone with another company.The issues included:At the start, you have provided me with an out of date NZ medical clearance certificate, which had a single babesia test instead of two (and would have been invalid potentially, in NZ). While you did specify two tests in your email, the old certificate has created confusion for the vet, including having to actually take the first test twice, as it was unclear if whole blood or plasma only was required. If you enable customers to use own vets, you need to provide current certificate forms, and clear instructions. You have also given incorrect guidance (and argued with me) as to the dates when the first and second tests can be taken - admitting you were wrong in the end. It was also not clear what your vet would do as the last step vs first two vet appointments, until the end.There is grossly insufficient communication on the days of travel. Firstly, you provided only a Qantas tracker link. Once the pet was in NZ, that link no longer showed progress by flight status. As you had no real afterhours contact line (which is not the right thing for you guys to do, when pets travel takes place afterhours too - your domestic person called me back after I left a message, and had no idea what was going on), I had to call Qantas, who had no idea either, but put me to the Air NZ Cargo link, which you should have provided upfront. I also expected for you to know what was actually going on in Auckland (maybe a status update) before connecting flight to ChCh - your NZ agent did not have any knowledge of it prior to the dog landing in ChCh. If you organise travel to NZ, its part of your job to know what happens in NZ too. In the end, the Qantas flight to Auckland was late, my dog was bumped into a later flight, and there was zero assistance/update from Aeropets through this whole process. Your NZ agent did not pick up the phone when I tried calling them several times.There are a few other minor issues like I would have expected you guys to manage the NZ entry certificate as well - so you are a single point of contact - as opposed to dealing with the NZ agent. Also would have been nice to have a cam showing my dog on the day pre flight when he was in your care - or at least a photo.The point of paying a very meaningful $ to use a pet travel company, is that you deal with everything and take stress away from me. Exactly the opposite has happened, and at no point in this process I felt I could rely on you, and had to research steps myself, and argue with you in the process (like the date of the second blood test).

After refusing filthy cage at Hobart which was cleaned I put in his little blanket and he was loaded on our Virgin flight to Sydney on arrival at Sydney airport. We couldn’t find where he was till we found where he was 15 minute walk to Virgin Cargo. We arrived there and our little dog was missing they didn’t know where he was. We waited an hour and he still couldn’t be found. Another hour went by he still wasn’t found we were so worried as he was a little Maltese 9 weeks old. Another hour went by he was found at the Airport he had been left behind in the rain. When he finally arroback where we were. He was saturated and his blanket was also soaking wet. We never saw any Aeropets staff at all who were supposed to be taking care of him we will never use Aeropets again We were so happy to leave For this we paid $417. We were disgusted. Janice and HarHarvey Mcdougall.

My experience with Aeropets was extremely positive. The staff that work there were all super helpful and lovely when I called multiple times to ask many questions. All of my questions were answered and all of my emails received a response quickly. My animal was handled professionally, with care. I received a photo of his beautiful face upon his arrival at the airport reassuring me that he was relaxed and calm. I loved that because it made me stress a lot less. My cat is settling in very well after the whole experience which has been great. I had 0 problems dealing with Areopets and I would definitely book with them again. Thank you for looking after my pet, I really do appreciate it! ☺️

I had a flight booked through Aeropets which was cancelled which they rebooked for a week later, so I had to organise my dog to stay at a kennel because we were flying out of the state at this point, then the next week that flight was cancelled and rebooked for a week later again.They said that these rebookings were out of their control and happened often, and they understood if I wanted a refund. Because I couldn't afford to indefinitely pay kennel fees I took them up on the refund which they had offered. Then once the money came through I realised they had charged me a cancellation fee even though I only took the refund because they offered it based on them having regular flights fall through.The extra kicker is on the day of the 2nd flight which had been cancelled, I got a call from an Aeropets employee who was at my house to pick up the dog! They were at my original pick up point, not the new contact who they had been given, so if we were still there needing the flight my dog would have missed the flight because they turned up to the wrong address. The employee wasn't happy with Aeropets because she had just driven out of the city for no reason, there clearly isn't very good communication within the company, which is bad for a company involved with moving your loved ones across the country.Hopefully at least one person can see this review and avoid using this company and avoid the stress I experienced.

Absolutely amazing service. The team answered all our questions and concerns about travel. It was my first time sending a puppy internationally. Our Border Collie puppy went to Singapore and as you can imagine a daunting experience for us but Karla was there every step of the way. The airlines are the main issue for any delays and lack of responses not Aeropets or their staff. They always keep you updated and we can’t thank them enough. Our boy was well taken care of by the staff during his lay over and govt vet visit and we were sent numerous photos and updates. His flight went smoothly. He arrived to his new family very happy.

Would give 0 stars if I could. I booked a flight, for it to be cancelled two days prior by Aeropets. I requested a refund. One month, 9 phone calls and 4 emails that have been ignored later, I have still not received the refund. They have not processed the refund. I have received opposing information from every single person I have spoken to and the supervisors are never available to speak to.Disgusting customer service, and refusing to abide by consumer law. Will be following this up with the ACCC