FAQ - Delays/Cancelations
You can always check the flight status online under -- Track Your Pet -- or by calling customer service at 1-888-PETAIRWAYS .
Stopovers are usually about one hour. During the stopovers pawsengers that do not need a potty break remain on-board in climate controlled comfort. Those pawsengers that do need a potty break are given the opportunity to use the facilities.
If for some reason the the flight is cancelled unexpectedly, we will notify you by phone and email. Depending on when the next flight can be scheduled you can decide what is most convenient for you. You may come and pick up your pet or give your pet a complimentary comfy overnight stay at the Pet Airways Affiliated Pet Resort.
If the flight is diverted, first of all we'll let you know via a phone message and email message. Rest assured we will always take tender loving care of your pet. Depending on the cause of the diversion, we will either transfer our pawsengers to a different aircraft and continue the flight, or take them to the nearest Pet Airways Affiliated Pet Resort and board them at our expense until the journey can resume.
You can either check online or call us at 1-888-PETAIRWAYS to verify that your pet is on time or has arrived.
If you know your flight has been delayed, call us and let us know and we will make boarding arrangements at the Pet Airways Affiliated Pet Resort if necessary. In any case, if you do not make your scheduled pick-up time and we can't reach you, we'll make sure your pet spends a cozy night at the Pet Airways Affiliated Pet Resort
Never worry, your pet will always be cared for.
You may bring your pet home if you prefer, but you will need to return your pet to the lounge in time for departure. There may be certain situations where we will try to depart as soon as possible, and it may not be convenient for you to bring your pet back in time. For that reason, we recommend leaving your pet in our care until we can depart.
To change or cancel your reservation, please call customer service at 1-888-PET-AIRWAYS (1-888-738-2479).
Please note, all tickets are non-refundable.
While seats on human airlines come in one or two sizes, our pawsenger seats come in many different sizes, depending on the size of the pawsenger. Seats are specifically assigned based on the size of your pet. As a result, if you need to change or cancel your pet’s flight(s) less than 14 days before departure, your fare will not be refunded, and no credit will be given towards a different or future flight.
If you need to change or cancel your pet’s flight(s) more than 14 days before departure, the value of your ticket, less a $75 change fee, may be applied to a different flight, so long as that flight is within one year of the original date. The price of the new ticket may be different depending on when you rebook.
No matter the length of the delay, you can be assured we will never leave your pet unattended. Depending on the length of the delay, we will either keep pets comfortable on the plane, or in the lounge, and provide potty breaks as necessary. In the very rare instance of a long delay due to weather or other cause, we will take our pawsengers to the nearest Pet Airways Affiliated Pet Resort and board them at our expense.
