Travel with Pets - US Airways misinformed me about pet in cabin for intl. flight

We (family of four) are in terrible trouble. We will be moving to Austria September 30th, 2009. I called a few airlines before purchasing tickets to inquire about traveling with our 2 cats on board. I spoke to USAirways and the customer service lady informed me the cat can travel in a carrier that fits below the seat in front of the seat. I told her we will be traveling from pbi to Zurich, Switzerland. I then went to Travelocity to purchase 4 one way tickets with USAirways pbi to zhr via Philadelphia.

Today I called the airline to find out the measurements for the pet carrier and I wanted to purchase the tickets for our cats and they informed me they do not accept any pets on international flights. I explained that I reconfirmed before purchasing the tickets and the telephone representative said nothing can be done and he is not responsible for somebody else's information. I then asked if they could refund my money for the tickets and since they are nonrefundable, the rep said he can not do that. I requested to be connected to a supervisor and the lady I spoke with next told me the same things. She blamed me for not booking with them and said if I had booked the tickets over the phone this would not have happened. She said the only thing she can do is cancel the flight and she would waive the $250 rebooking fee for travel within one year. Since we are moving to europe it would be really complicated to use this option since the future flight would have to initiate in the US and end in Europe. I checked into "shipping" our cats on AA, Continental and Delta unaccompanied however the cost we were quoted is $1200-$1400. That is more than we paid for our tickets of four ($1278).

Does anybody have advice. I can not believe they would not give us a refund out of courtesy. This is an emergency since we are within the 2week timeline and the prices go up every day. Any ideas?

Can you get rerouted on a codeshare operated by United? UA allows pets internationally; the fees can get expensive and you have to meet certain criteria, but they certainly allow it as long as the receiving country does.

I'm also surprised that you were told USAir doesn't take pets internationally... their own website (http://www.usairways.com/awa/content/traveltools/specialneeds/pets.aspx) says only, "If you are traveling to an international destination, there may be restrictions. Restrictions vary by destination, and customers should contact the appropriate embassy or consulate at least four weeks before the trip." It doesn't say they don't accept pets.

Have you tried calling back and trying a third time?

Welcome to FT; I'm sorry it's under such circumstances!

Can you get rerouted on a codeshare operated by United? UA allows pets internationally; the fees can get expensive and you have to meet certain criteria, but they certainly allow it as long as the receiving country does.

I'm also surprised that you were told USAir doesn't take pets internationally... their own website (http://www.usairways.com/awa/content/traveltools/specialneeds/pets.aspx) says only, "If you are traveling to an international destination, there may be restrictions. Restrictions vary by destination, and customers should contact the appropriate embassy or consulate at least four weeks before the trip." It doesn't say they don't accept pets.

Have you tried calling back and trying a third time?

Welcome to FT; I'm sorry it's under such circumstances!

I'm sorry you were given bad information. On their website highlighted above you will notice in the paragraph above the one quoted that US never accepts pets on transatlantic flights.

Rules and regulations
1 small domestic dog, cat or bird per passenger is accepted in the passenger cabin for an $100 fee each way.
Pets in cabin count toward the carry-on baggage allowance. Pets must remain inside their approved container under the seat directly in front of you.
Carry-on pets are not allowed on transatlantic flights or flights to/from Barbados and Hawaii. Only dogs and cats are allowed to/from Mexico and Costa Rica. Call 800-428-4322 for additional requirements for international travel.
If you are traveling to an international destination, there may be restrictions. Restrictions vary by destination, and customers should contact the appropriate embassy or consulate at least four weeks before the trip. For travel to Hawaii, customers should contact the Hawaii Animal Quarantine Branch directly for quarantine requirements.

Carry-on pets are not allowed on transatlantic flightsAck, I missed that! :(

OP, you should try looking at getting there via United, which you might be able to get using your US credit since US often codeshares with United. United doesn't have this silly restriction and should be happy to take your cats... I think.

Thanks for your suggestions, however flying via United would involve changing the plane twice and the fare is $2200 per person one way (!!!). I called back USAirways and the reservations supervisor told me they can not give a refund to a nonrefundable ticket, however she mentioned the only one that can do that would be corporate relations. She gave me the email address. I sent them an email explaining the situation. Have you guys had any luck with receiving refunds via corporate? In the meantime I also called Peter Greenberg, travel editor of Good Morning America. He said he will look into it. And lastly what have you heard on anybody having luck receiving refunds via an AMEX dispute? I paid with AMEX.
Thanks

I'll pass this onto my contact in corporate at US.

Now I'm going to scold a little. Your predicament points out the need to read the Contract of Carriage AND the web site as it clearly states contradictory information to what you were told. The onus is on you as a consumer to understand what you're buying as a verbal confirmation of policy with some one who in many cases makes less then the counter person at Wendy's. Caveat Emptor is sound advice.

Assuming you have little or no success with US have you looking into shipping your beloved pets and picking them up at the airport? If possible it might be the shortest, simplest solution.

Also some countries require pets to be quarantined for up to a year prior to being admitted. Make certain you investigate that little known tidbit.

PM me with your e-mail and a way for US to contact you and let's see what happens shall we?

You don't ever plan to return to the U.S. at some point in the future -- even if only for a quick holiday visit (Thanksgiving, Christmas, Easter)? Why not just leave the pets with a trusted family member until then, and then be sure to book the holiday ticket with a carrier that will transport your pets?

Or, if you simply cannot be without the pets for a few weeks, how about simply using three of the four USAir tickets (e.g., hubby + two kids) and then buying a ticket for yourself to fly with the cats on another airline? You'll lose the value of the fourth ticket and you'll have to fly separately, but that wouldn't be the end of the world.

Hi, I am from Austria, where in Austria do you move to? In case you consider what they offered, book on Lufthansa ... I just booked Xmas flights for us and our dog (in the heated baggage section unfortunately) but it is only 150$ each way. Make sure you print out the reservation, so you have something in hand saying the pet is confirmed.

I know it's too late now, but the amex dispute route would be the one I would choose

I know it's too late now, but the amex dispute route would be the one I would choose

The US site clearly says "Carry-on pets are not allowed on transatlantic flights or flights to/from Barbados and Hawaii." Therefore AMEX will side with US in a case like this. In fact my FAQ sticky thread on the top of this board says the same thing. I hate to say it but when you buy a ticket from a third party like Travelocity and have special needs situations like this will happen.

Can the pets not fly as cargo/in the belly of the plane? Am I missing something here?

I am curious as to how you resolved your predicament. Can you share with the rest of us what did you decide?
Thanks!

I ALWAYS call the airline and make my reservation on the phone when traveling with pets. That way there is no mis-understanding.