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When you plan travel for your pet with Pet Airways, we understand you are entrusting us with the health and welfare of someone you love. We want to do everything we can to assure you we’ll take care of your pet as if he or she was our own.
The following information details our travel procedures and requirements, and also provides some helpful tips to enhance the comfort and wellbeing of your pet.
Safety:
Our number one priority is the safety and comfort of our pet “pawsengers.” All of our daily decisions about operations and flights are based on this priority. As a result, occasionally it may be necessary for us to delay, divert or cancel a flight due to weather, equipment or other security or safety issues. In the rare cases when this occurs, we will do everything in our power to ensure the safety and comfort of our pawsengers and minimize the inconvenience to pet parents.
Health Certificates:
All pawsengers must have a valid health certificate issued by a practicing veterinarian , and be presented at the time of travel. The certificate should be issued by your vet as near to the date of travel as possible but not more than 10 days before travel. The certificate should include your pet’s name, breed, color and your name. In addition, the certificate should state that your pet is healthy and free of parasites, and has received the following inoculations:
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DHLPP (distemper, hepatitis, leptospirosis, parainfluenza and parvovirus) – within twelve months of travel.
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Rabies –either a yearly or 3 year vaccination or an acceptable titer level certificate.
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Bordatella (Kennel Cough) – within 6 months of travel.
Please note, if we do not have a health certificate for your pet by the day of travel, he or she will not be allowed to fly. So you can be assured we’ll pester you with emails and phone calls until we receive it!
Pawsengers with Special Needs:
Our experienced Pet Airways attendants are trained in the handling and care of animals with a variety of special needs. Should your pet have any special requirements for food or medication, you can specify this during the reservation process and we will confirm it at check-in.
Fare Rules:
Tickets issued for a specific pet may not be substituted for another pet unless the weight of the substituted pet, and the weight and dimensions of its carrier are identical to the original reservation. The size and weight of all pawsengers and their carriers will be verified at check-in. Your fare quote is not guaranteed until you purchase your ticket. However, if your fare should increase after you purchase your ticket, there will be no additional charge unless you change the flights, dates of travel or pawsengers.
Reservations:
You may make reservations for Pet Airways travel either online at www.petairways.com or by calling our reservations line at 1-888-PET-AIRWAYS (1-888-738-2479). The reservations line is available Monday through Friday, from 9 am-5 pm EST.
From time to time, promotional fares and other special offers will be available when you purchase your ticket on our web site. In addition, we may offer special fares to our MyPAWS members that may only be available online. After you make your reservation, you will be assigned a personal travel concierge with a designated 24 hour contact phone number prior to and during scheduled flights if you have any questions about your pet’s travel.
Changing or Canceling Travel Plans:
Unlike most commercial airlines, we do not overbook the flights so your pet is always assured of travel. In addition, because our pawsengers are all different sizes, each seat is specifically assigned. As a result, if you need to change or cancel your pet’s travel plans less than 7 days before departure, your fare will not be refunded, and you will not be allowed to credit your purchase against future travel. More than seven days before departure, if you choose not to use a ticket you have purchased or need to change your reservation, the amount you have paid may be applied toward the purchase of another Pet Airways , as long as travel is completed within one year. Your new ticket may be subject to different terms or conditions. Pet Airways does not charge a “fee” for the “exchange of tickets. Your new ticket may be subject to different terms and conditions.
Lost Tickets:
There are no lost tickets on Pet Airways! Once you make a reservation and pay for travel, we will retain your travel information. If for some reason you lose your confirmation email or confirmation number, we can still retrieve your information. It’s just one less thing you have to worry about.
Travel Restrictions:
Although we love all pets, not all of them can fly with us. Dogs and cats must be at least 8 weeks old and weaned at least 5 days before flying. We will not take pregnant animals which are within 2 weeks of scheduled delivery.
If you have questions about whether your pet is able to fly with Pet Airways, email us at customerservice@petairways.com
Exotic Pets:
We are still working on our Exotic Pet Policy, so please email us your request to wecare@petairways.com and we willlet you know what we can or cannot do. We’ll try our best to accommodate you.
Check-in Procedures:
When checking in, you must check in no less than 60 minutes before the Pet Limo departs for the airport.
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Make sure your pet is wearing identification. Also make sure your pet isn't wearing a choke collar of any kind. Cats should wear a safety collar.
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If your pet will be traveling on the day of check-in, feed as normal, but no less than 2 hours before take-off. Have a walk and potty break before heading to check-in. If your check-in is greater than 60 minutes before departure, take your pet for another walk and potty break when you arrive at the lounge.
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If we are providing overnight accommodation for your pet at our Pet Airways Affiliated Pet Resort before departure, please bring snacks or food if your pet has a special need. Otherwise we will feed your pet according to your instructions when you make your reservation.
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Bring personal items that need to be transported such as leashes, medicines, food or toys to check-in. We will put these items in a personalized “go-along bag” for your pet.
Travel Status Information:
You may track the status of your pet’s location and any flight online at www.petairways.com, or by calling our Customer Service Center at 1-888-PET-AIRWAYS (1-888-738-2479). Because updates are computerized, in near real-time, both options will have the most up-to-date information.
If the status of the flight changes, such as a departure delay or re-routing, we will notify you as soon as possible.
Delays, Cancellations, and Diversions:
We will always do our best to operate the flights as scheduled. However, sometimes situations we could not anticipate or events beyond our control will affect our ability to do so.
When cancellations, major delays and diversions occur, pawsengers will be rerouted on the next flight and pet parents will be notified. If the delay, cancellation or diversion was caused by events within our control and we do not get pawsengers to their final destination on the expected arrival day, we will provide accommodations at a PAWS Lodge at no charge overnight, or until the next available flight. If a flight is adversely affected by events beyond our control, pet parents will be responsible for all Pet Airways Affiliated Pet Resort charges.
Departure Delays:
Because the flights use general aviation airports, we have more ability to ensure the comfort of pawsengers in the event of delay. If the delay is greater than three hours, we will follow these guidelines:
3-10 hours - Pawsengers will be taken for a potty break and provided with snacks and water as appropriate.
Diversions:
In rare instances (such as medical emergencies or severe weather conditions), it may be necessary for flights to divert, or land at a location other than the flight's intended destination. If there is a reasonable possibility a flight must be diverted, pet parents will be notified as soon as that information is available. If a diverted flight requires an overnight stay for pawsengers, they will be taken to the nearest Pet Airways Affiliated Pet Resort.
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