FAQ - Customer Service
The safety and comfort of your pet is our #1 priority!!
Everyone on the Pet Airways Team will do whatever we can to ensure all our pawsengers have a bone voyage.
Call Customer Service at 1-888-PETAIRWAYS
Pet Airways does not sell any customer information or share your email address with third parties except in compliance with our Privacy Policy.
When you buy a Pet Airways ticket over the World Wide Web your web browser connects with the web site through SSL ("Secure Sockets Layer"). SSL is an industry-standard way to send personal information over the Internet. SSL ensures you are actually sending data to Pet Airways and not someone who claims to be Pet Airways. We also protect your Frequent Flyer transactions when you enroll, view miles, etc. It's fast, safe, and it ensures that your personal information will not be read by anyone else. Look for one or more of these indicators on your browser to ensure you have a secure connection: - A security alert window tells you that you are about to use a secure connection. Some browsers let you choose whether to display this window.
First make sure we have your correct email address on record. Log onto -- My PAWS -- and check your email address in -- My Information -- If it is not correct, click on -- Edit Information -- and enter your correct email address. If your email address is correct, your Internet Service Provider (ISP) may be using filters to prevent unwanted emails from reaching your inbox. Sometimes, these filters also block messages you want to receive. In most cases, adding us to your list of trusted senders will solve this issue. In AOL, select "Add Address" in Yahoo! Mail, Outlook or Outlook Express select "Add to Address Book", or Hotmail or MSN, select "Save Address(es)". Also, if you use a "spam" filter, check your preferences to make sure you have not inadvertently flagged emails from the "@petairways.com" domain as "spam." At last resort, if you continue to have problems, please contact your ISP's technical support department and ask how to "whitelist" emails from petairways.com.
The easiest way is to log onto -- My PAWS -- Then scroll down to -- My Information -- and click on the link that says -- Edit information -- and enter your updated email address.
Military personnel and their immediate family are eligible to make changes without fees or to receive full refunds if a copy of the military orders is submitted with the request.
Requests for changes or a refund due to military activation must be made in writing to:
Pet Airways Customer Service
777 E. Atlantic Ave., Suite C2-264
Delray Beach FL 33483
THANK YOU FOR SERVING OUR COUNTRY AND PROTECTING OUR LIBERTY!!
We send out two kinds of emails: those related to your specific reservation, and other emails with useful information and offers for you and your pet. Regarding your specific reservation, you will receive a confirmation email with your reservation details, and separate reminder emails before travel for health certificates, lodge reservations, or other services. We also send out automated emails with information about flight delays or changes. Pet Airways sends out, from time to time, emails with other special offers for you and your pet. You may unsubscribe from these emails at any time.
If you choose not to use a ticket you have purchased, the amount you have paid may be applied toward the purchase of another Pet Airways ticket, 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.
