If you ever need to transport a pet, United Airlines Pet Safe service is one option available to you, but is it safe for your pet? This isn't my typical blog post, but it's an important topic involving an airline and using them for pet transportation.
Eleven years ago
this coming fall I adopted a Norwegian Forest Cat from a breeder in
Michigan. Now since I live in Los Angeles, the only way to get the
kitten to me in L.A. was to either fly to Detroit and bring him back
with me on the plane or use Delta's Pet First service that the breeder
recommended. The pets fly in a pressurized area of cargo with this
service and the breeder said she regularly used this service to ship
kittens to Tokyo. I was very happy with Delta and my kitten,
Riley, arrived safely and with no hiccups. Here is a photo of Riley today (below).
Now, before this turns into an ugly discussion about adopting a cat from a breeder, let me clarify that every cat I've ever adopted was a rescue of sorts, but when I lost Murphy, a Norwegian Forest Cat (also known as NFCs or wegies) that I had rescued, to cancer -- adopting a "Murphy, Jr." helped heal my heart. Also, wegies are a breed that originated thousands of years ago and even accompanied the Vikings in their travels throughout Europe. The breed developed on its own in the cold climate of Northern Europe, which led to its profuse, double coat. They are not engineered by man, but reputable breeders around the world work with love and passion to preserve this breed from extinction.
I'm connected with a wonderful group of wegie owners and breeders on Facebook and that is how I heard of this story. I'm simply sharing the press release and the photo of the kitten. I understand that these types of situations don't happen "every day," but all airlines need to be accountable and responsible when they provide these types of services.
This is from Facebook United Airlines Wall of Shame.
FOR IMMEDIATE RELEASE
July 30, 2013
Buckeye, AZ
UNITED AIRLINES LOSES LOCAL KITTUY; REFUSES TO APOLOGIZE
by Iris Zinck
United Airlines claims that its PetSafe animal transport program is
“award-winning” and the “premier program in the industry.” That’s one
of the reasons Alice Wright, a local breeder of purebred Siberian cats,
opted to use United to ship one of her kittens to a breeder in Hong Kong
this weekend – only to have the animal disappear inside United’s cargo
computer system and be stuck in a carrier without care for nearly three
days.
Alice dutifully delivered the kitten (named “Sheldon”
after Big Bang Theory character Dr. Sheldon Cooper) to United Airlines
Cargo in Phoenix on Sunday, July 28th, 2 hours prior to flight time as
per the airline’s requirement. She was expecting him to be transported
to Newark’s Liberty Airport for the long trip to Hong Kong, where new
owner Jackie Tang was awaiting him.
Although United required
Alice to provide contact information for both herself and Jackie before
accepting the cat for shipment, not once during the next 72 hours did it
make any attempt to contact them. They were never notified that due to
an internal booking error, the cat had not arrived at Newark Airport in
time to leave for Hong Kong on United flight 117 – even though that
flight actually departed 4 ½ hours after its scheduled time! So, while
Alice assumed Sheldon was soaring through the air and Jackie was eagerly
anticipating his arrival, the poor kitten was sitting forlornly in his
carrier in a cargo hold in New Jersey, where he apparently remained for
nearly 24 hours.
Meanwhile, Sunday’s flight 117 arrived in
Hong Kong. Jackie made the 90-minute trip from her home to the airport,
then waited an hour for Hong Kong customs to clear the cargo for
release. It was not until then that she was told her cat had never been
on the flight. Furthermore, no one in Hong Kong had any idea where he
was.
Of course, Jackie alerted Alice immediately – but Alice’s
job does not permit her to remain on hold for the 30-45 minutes that is
the standard wait time to speak with a PetSafe representative. Alice
was powerless to find out what had happened to the cat. Friends
attempted to call United on her behalf but were told that information
updates would be provided only to the shipper or consignee. So, Alice
eventually made a second trip to the airport to try to speak with a live
person. United Cargo personnel in Phoenix were unable to tell her
anything other than the fact that Sheldon was “listed on the manifest”
for Monday’s flight 117. They could not provide any information about
the cat’s current status or whereabouts. All the two women could do was
wait and hope that when Monday’s flight 117 arrived in Hong Kong on
Tuesday, Sheldon would be on it.
Fortunately, he was. He was
miserable, hungry, and covered in feces, but as soon as Jackie cleaned
him up, he started to purr. United staff in Hong Kong refused to provide
any explanation or apology for either the cat’s condition or the delay.
When contacted for comment on this story, PetSafe management in the
U.S. noted that the airline has a kennel available at Liberty airport
for care of animals being transported. However, PetSafe general manager
Fran Cervantes refused to give any additional details or comment on the
situation, stating that this information would only be provided to the
designated shipper or consignee.
The two women are now at a
loss as to how to proceed. A call to the U.S. Department of Agriculture
provided no guidance as to what, if any, government agency has the
authority to take action in this kind of incident. Consumer protection
agencies cannot provide any assistance since the purchased product
(transport) was, in fact, provided. The REAL Dr. Sheldon Cooper would
no doubt have some constructive suggestions, but without his help,
Jackie and Alice’s only option seems to be to tell other prospective
animal shippers that they might want to consider an airline where “Pet
Safe” is NOT an oxymoron.
Do you have a story, comment or travel tip to add about this topic? Please share it.
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