aeropets.com.au Reviews 8

Hard to summarise how many things were awful about dealing with this company. At the start I dealt with a lovely lady called Susan who was helpful, accomodating and easy to deal with. Once I had booked and paid a deposit I was handed over to Michelle and from then on it was like a non stop nightmare. Not ONCE in the 5 months I dealt with her did she pick up the phone to call me, even when I asked her to. Her disinterest and lack of responsiveness was frustrating to the point that I called the manager, who was almost as bad. Documentation was sent to me without explanations and I received ZERO assistance in completing the many forms required. They also made a mistake with the correct breed name, meaning all blood test documentation had to be re done to change the breed. Any issues that arose were always my problem to resolve, and it was obvious that forms completed for the South African agent were never even read, simply forwarded back and forth with instructions to fix “this or that”…and I paid them handsomely to supposedly deal with the agent here on my behalf.
3 days before my pets departure I was still waiting for her final travel itinerary, and no one would return my calls. When it was finally sent through there was no apology, or even a acknowledgement that they had not responded to my calls. Once she had left Brisbane, I never heard from them again. No one kept me informed of her travel status or how she was coping with the journey and her overnight stay in Sydney. They don’t care!!!
The contrast was stark once she was en route to South Africa: I was contacted by PetPort in Johannesburg at every step,and they were so understanding of the fact that she is our precious pet, and we were worried about her.
The only reason I gave Aeropets 2 stars is because she actually arrived….something I had grave concerns about!
My advice is use a different company….all Aeropets cares about is money and they will make any issues your problem.

They helped me to transport my dog from Australia to Germany . Michelle is extremely helpful and easy to communicate. I had issue at custum in Germany and I had to call her about 12 midnight and she sorted my issue . Before this I had to cancel the ticket last minute and she could save the ticket for me .

I recently used Aeropets to travel from Sydney Australia to Ireland with my American staffie. Other companies did not want to handle my dog because of the breed.
The service was fantastic, my dog bobbie was very calm when i picked them up. The crate was great and very clean. The staff were very friendly and I could see they had given my dog the best care.
Not to mention they cost of Aeropets was very affordable compared to other pet services. I did alot of shopping around.
I would highly recommend them not only on affordable but on how professional they where.
Michelle answered all my questions, she was very professional, friendly and great customer service.
The staff at Struggle town Veterinary in Randwick where fantastic. Very professional and reassuring again highly recommended.
Customs in Ireland went very smooth and the vet was brilliant. Paperwork from Aeropets was spot on again very professional. The last photo of bobbie laying on the ground is the photo Aeropets sent me before his flight.Out of his crate getting a walk and to go to the toilet. Highly highly recommend them

I booked two dogs in with AeroPets for a flight from Sydney to Hobart, with 4 weeks advance notice. I received a waybill number and confirmation of the flights and arranged an entire interstate household move around the time and date of the dogs’ travel. The day before my dogs were to travel AeroPets phoned to tell me they had “overlooked” the booking and had never actually booked the dogs in with the airline. They could not get them onto a flight on the day. This was disastrous, meaning we were travelling, but the dogs were stranded. Incredibly distressing. I was on hold on the phone for over half an hour waiting to speak to a supervisor (no-one but the telephone operator ever spoke to me) all the while listening to a voice-over telling me what an expert and stress free service AeroPets provided. It was anything but. When my dogs did travel, the following day and after we had left, we had to use AeroPets’ collection service and, from the state of the dogs when they arrived in Hobart, I am fairly sure they were left in the crates for the whole of the road trip to the airport and whilst waiting to board without being taken out at any time. When they got to Hobart they were soaked in urine, and both dogs were dehydrated. I doubt that anyone checked on them for the whole 8 hours that they were in the care of AeroPets. Terrible service; minimal care for the animals, and caused such stress to us. I would never use this service again and suggest you don’t either.

Don’t use this company to move your pet.
1. No secure payments this means you send your creditcard in a non secure environment by email for all to see
2. Appointments are changed without any communication. Just don’t show up while people take day off
3.when they show up they are so incompetent that they can’t get dog in cage without getting bitten. And than claim it’s my fault (I wasn’t there) and won’t take the dog.i mean if you can’t get dog in case without problems how are you going to move it around the world.
4. No communication what so ever only incoherent emails in 5 colours, unreadable.
5.constant arguing on telephone totally unprofessional, no idea about service.

I understand that moving a dog is an emotional process and these people have got no idea how to deal with it.
Happy to take your money. This process isn’t cheap.

Great service from start to finish! Great price , understanding, good communication. Laura was my agent and was so patient and answered all I needed to know.

⭐⭐⭐⭐⭐

AeroPets made our holiday stress-free by taking great care of our puppy during our trip to the Gold Coast from Melbourne.

Their communication was fantastic from start to finish, and the service was worth every cent. The team was friendly and professional, making sure our puppy was comfortable and well looked after.

We couldn’t be happier with the experience and will definitely use AeroPets again.

Highly recommend!

Ella Fry purchased a dog from us and booked a flight from Brisbane to Perth in November. Unfortunately, I was prevented from delivering the dog to Aeropets owing to a medical emergency. Aeropets initially advised Ella Fry to contact Virgin Australia, to no avail. The Office of Fair Trading advised we had a legitimate claim and both Aeropets and Virgin Australia were obligated to consider the mitigating circumstances and formalise an amicable resolution as a gesture of goodwill. More than a month later neither Aeropets or Virgin Australia have offered Ella Fry a flight credit or refund preferring to blame the either party. Disappointing response from a company claiming to provide "exceptional pet transport service" ... as dog breeders and trainers, we definitely do not recommend Aeropets! Caveat emptor ...