United Airlines Petsafe
Jun 30, 2014, 5:14 am
#1
Original Poster
Join Date: Jun 2014
Location: Israel
Posts: 8
United Airlines Petsafe
I have read the horror stories but does anyone have any positive input about United Airlines Petsafe? Anyone used their service recently? I am planning a flight from TLV - EWR- DFW and would like to take my dog she has a proper crate and etc. but I have heard so many stories. Input is welcome.
Jul 1, 2014, 9:04 am
#2
Join Date: Feb 2012
Location: BSL
Programs: AA (EXP); among others :)
Posts: 2,522
Well... I have never used this service and switched loyalty affiliation from LH/UA to AA/oneworld after UA changed their pet policy and adopted the pmCO "no checked baggage" rule. This policy change and general pet-friendliness was a major point in influencing me switching carriers and alliances.
Prior to this 2012 change, my dog has flown with UA as checked baggage (FRA-IAD/EWR-LAX) with no incidents, though.
Interpreting the numbers, those horror stories ("United almost killed my Greyhound") are not really backed up by statistics. Historically, Continental (the current PetSafe program is a legacy CO thing, pmUA used to transport pets as checked baggage) did indeed report marginally higher animal death numbers than either AA or UA who both are allowing passengers to check pets as baggage, but the data doesn't back up the claim that PetSafe is killing animals on a daily basis like those stories you see out there imply. Find the numbers as reported to the FAA here: http://www.thirdamendment.com/animals.html.
You will notice that US has almost no deaths and injuries listed - that is primarily due to the fact that they do not allow pets in the hold in any form, only in-cabin animals. So the risk lies in the fact of hold travel as such more than in travelling as cargo or checked baggage.
That said, I personally prefer having my dog travel as checked baggage for various reasons and will not choose an airline not allowing such, price notwithstanding (PetSafe is several times as expensive as the charge levied on US airlines allowing pets as checked baggage).
First, she'll travel on the same flights as I do (which is not guaranteed with PetSafe - remember, PetSafe is a cargo program).
Second, pickup and drop-off always are at the regular passenger check-in counters and baggage facilities. PetSafe requires you to use the cargo facilities at most airports (including DFW!), which is really inconvenient for most international travellers without local support. Cargo facilities are physically separate from passenger terminals and often have limited opening hours as well.
Third, and most important: Travelling with my pet as checked baggage allows me to short-check her to the arrival hub. I usually plan for a longer layover which ensures there'll be enough time to get her out of the crate, walk around for at east half an hour (we always go to the beach in NYC or MIA on layovers coming from Europe, for example) and see she's given water and food as well as exercise. That is something PetSafe will not do - animals generally stay in their kennel during transit.
Prior to this 2012 change, my dog has flown with UA as checked baggage (FRA-IAD/EWR-LAX) with no incidents, though.
Interpreting the numbers, those horror stories ("United almost killed my Greyhound") are not really backed up by statistics. Historically, Continental (the current PetSafe program is a legacy CO thing, pmUA used to transport pets as checked baggage) did indeed report marginally higher animal death numbers than either AA or UA who both are allowing passengers to check pets as baggage, but the data doesn't back up the claim that PetSafe is killing animals on a daily basis like those stories you see out there imply. Find the numbers as reported to the FAA here: http://www.thirdamendment.com/animals.html.
You will notice that US has almost no deaths and injuries listed - that is primarily due to the fact that they do not allow pets in the hold in any form, only in-cabin animals. So the risk lies in the fact of hold travel as such more than in travelling as cargo or checked baggage.
That said, I personally prefer having my dog travel as checked baggage for various reasons and will not choose an airline not allowing such, price notwithstanding (PetSafe is several times as expensive as the charge levied on US airlines allowing pets as checked baggage).
First, she'll travel on the same flights as I do (which is not guaranteed with PetSafe - remember, PetSafe is a cargo program).
Second, pickup and drop-off always are at the regular passenger check-in counters and baggage facilities. PetSafe requires you to use the cargo facilities at most airports (including DFW!), which is really inconvenient for most international travellers without local support. Cargo facilities are physically separate from passenger terminals and often have limited opening hours as well.
Third, and most important: Travelling with my pet as checked baggage allows me to short-check her to the arrival hub. I usually plan for a longer layover which ensures there'll be enough time to get her out of the crate, walk around for at east half an hour (we always go to the beach in NYC or MIA on layovers coming from Europe, for example) and see she's given water and food as well as exercise. That is something PetSafe will not do - animals generally stay in their kennel during transit.
Jul 1, 2014, 9:32 am
#3
Join Date: Apr 2010
Location: ICT
Programs: AA EXP, UA Plat, DL G, Marriott Gold
Posts: 1,330
I have used Petsafe a couple times, last one EWR-GRU and now getting ready for next week GRU-IAH-XXX. They really take good care of the pets, moving them around in A/C vans, keeping them in climate controlled warehouses... they really do seem to care about their well-being.
A lot of the horror stories usually leave out the fact that the animal had some sort of disease or condition, wasn't acclimated with the kennel, old animals... air travel is as stressful for them as it is for us in my view.
As to the above poster, I'd too love to take my dogs as checked baggage (and have done twice when they were younger). However They do not accept giant kennels as checked baggage
A lot of the horror stories usually leave out the fact that the animal had some sort of disease or condition, wasn't acclimated with the kennel, old animals... air travel is as stressful for them as it is for us in my view.
As to the above poster, I'd too love to take my dogs as checked baggage (and have done twice when they were younger). However They do not accept giant kennels as checked baggage
Jul 1, 2014, 10:40 pm
#4
Join Date: Jul 2014
Location: Virginia
Posts: 4
14 CFR 234.13 requires any air carriers that provide scheduled passenger air transportation to submit a report to DOT on any incidents involving the loss, injury, or death of an animal during air transportation within 15 days of the end of the month during which the incident occurred.
In DOT Consent Order - Order 2013-8-27 - United was found in Violation for routinely ignoring 14 CFR 234.13 by either failing to report incidents or reporting months beyond what Federal law dictates.
A YEAR later and United has still FAILED to report the near death of the Greyhound named Sedona. United's abuse, mistreatment and failure to follow their own rules put Sedona in intensive care for 3 days and resulted in the owner Janet Sinclair having to pay $2,700.00 in Vet bills to save her dog's life.
And after mistreating, abusing and failing to follow their own rules, United told Ms. Sinclair they would pay for all the Vet bills, BUT... she had to keep her mouth shut about United's screw-up and sign a confidentiality agreement. She refused to be silenced and evidentially her story was picked up by the media and became a worldwide media story.
The DOT, with the help of Ms. Sinclair is now investigating to see how many dozens, hundreds or thousands of pet deaths, injuries or missing/lost pet incidents United "may" have kept hidden from DOT by using confidentiality agreements to shut up the injured party. If this deception by United is proven to have been... or currently ongoing then that would show United intentionally broke Federal law by failing to report these incidents to DOT.
SO... I think at this time it would be impossible to say with any certainty how accurate DOT records are regarding United's PetSafe program regarding the deaths, injuries and lost/missing pets that have flown under the PetSafe program.
And you are very smart not to fly your pet in the cargo hold of an airline.
While following United on their Facebook page and Twitter page I started noticing horror stories popping up on these 2 social media outlets regarding their PetSafe program and I started listing these horror stories on my "UA's PetSafe is NOT Safe" web page which is part of a parody website I created reference UA. And as hard as I've tried to keep that web page updated, I still have 6 horror stories I still haven't had a chance to get up on the page.
And the horror stories just don't seem to be stopping...
Jul 2, 2014, 11:26 am
#5
Join Date: Feb 2012
Location: BSL
Programs: AA (EXP); among others :)
Posts: 2,522
Ouch... I googled those consent orders, and you do have a point:
[...], in 2012 and 2013, United failed to submit a number of the reports of incidents involving animals during air transport in a timely manner. By failing to timely file reports on incidents involving the loss, injury, or death of an animal during air transportation, United violated 14 CFR 234.13 and 49 U.S.C. §§ 41712 and 41721.
We note that United, on its own initiative, divulged its reporting errors to the Department, and took proactive measures to correct the reports and, in the case of the animals incident reports, to ensure timely reporting in the future. Accordingly, although the carrier is directed by this order to cease and desist from future similar violations, no civil penalty is assessed for the reporting violations discussed above.
I didn't know that those statistics were unreliable because the airlines aren't reporting incidents.
Are you behind this site: UA-s-PetSafe-is-NOT-Safe?
[...], in 2012 and 2013, United failed to submit a number of the reports of incidents involving animals during air transport in a timely manner. By failing to timely file reports on incidents involving the loss, injury, or death of an animal during air transportation, United violated 14 CFR 234.13 and 49 U.S.C. §§ 41712 and 41721.
We note that United, on its own initiative, divulged its reporting errors to the Department, and took proactive measures to correct the reports and, in the case of the animals incident reports, to ensure timely reporting in the future. Accordingly, although the carrier is directed by this order to cease and desist from future similar violations, no civil penalty is assessed for the reporting violations discussed above.
I didn't know that those statistics were unreliable because the airlines aren't reporting incidents.
Are you behind this site: UA-s-PetSafe-is-NOT-Safe?
Jul 2, 2014, 2:01 pm
#6
Join Date: Jul 2014
Location: Virginia
Posts: 4
Are you behind this site: UA-s-PetSafe-is-NOT-Safe?
My site is nowhere near the size of Jeremy's UA parody website - http://www.untied.com/ - where he's collected over 26,000 complaints from UA passengers and employees but I didn't build my site to collect complaints.
Jul 2, 2014, 3:03 pm
#7
Join Date: Jul 2014
Location: Virginia
Posts: 4
If you want an interesting and eye opening look behind the scenes of UA's PetSafe program then check out this news report:
"Airline Pet Handlers Speak Out Against Alleged Animal Neglect"
Two whistleblowers describe chronic, dangerous neglect in United's PetSafe program" @ http://www.nbcbayarea.com/investigat...243587681.html
And I'd be a cautious about a PetSafe program that takes a dog traveling from NY to Phoenix, AZ, and instead sends the dog over the Atlantic to Ireland. I doubt that dog was looking to earn extra frequent flyer miles
Until DOT can force airlines like United to stop breaking Federal laws like they did in DOT Consent Order - Order 2013-8-27, AND can force airlines to submit factual reports about injuries, deaths and loss/missing pet (which UA is not doing), then there will be no way to learn an airline's actual/factual safety record when it comes to transporting pet.
You also said in your post:
"They really take good care of the pets, moving them around in A/C vans, keeping them in climate controlled warehouses..."
and while the PetSafe program promises A/C vans, unfortunately they are often failing to do as they promised and it's killing and injuring pet (like Sedona and his traveling companion Alika, a cat).
Luckily Sedona and Alika weren't killed when PetSafe employees decided to forgo an A/C van and instead placed them both on a boiling tarmac in 90+ degree heat. Though 1 PetSafe employee did kick Sedona's crate 6 times to get it in the shade of the airplane's wing.
And if you want to read a pet owner's own personal account of how his dog was killed by UA's PetSafe program because they also failed to put the dog in an A/C controlled van and also placed the dog's crate on a boiling tarmac in 90+ degree heat then please check out:
http://www.resistthetyranny.com/unit...t-safe-policy/
Jul 2, 2014, 3:05 pm
#8
Join Date: Jul 2014
Location: Virginia
Posts: 4
If you want an interesting and eye opening look behind the scenes of UA's PetSafe program then check out this news report:
"Airline Pet Handlers Speak Out Against Alleged Animal Neglect"
Two whistleblowers describe chronic, dangerous neglect in United's PetSafe program" @ http://www.nbcbayarea.com/investigat...243587681.html
And I'd be a cautious about a PetSafe program that takes a dog traveling from NY to Phoenix, AZ, and instead sends the dog over the Atlantic to Ireland. I doubt that dog was looking to earn extra frequent flyer miles
Until DOT can force airlines like United to stop breaking Federal laws like they did in DOT Consent Order - Order 2013-8-27, AND can force airlines to submit factual reports about injuries, deaths and loss/missing pet (which UA is not doing), then there will be no way to learn an airline's actual/factual safety record when it comes to transporting pet.
You also said in your post:
"They really take good care of the pets, moving them around in A/C vans, keeping them in climate controlled warehouses..."
and while the PetSafe program promises A/C vans, unfortunately they are often failing to do as they promised and it's killing and injuring pet (like Sedona and his traveling companion Alika, a cat).
Luckily Sedona and Alika weren't killed when PetSafe employees decided to forgo an A/C van and instead placed them both on a boiling tarmac in 90+ degree heat. Though 1 PetSafe employee did kick Sedona's crate 6 times to get it in the shade of the airplane's wing.
And if you want to read a pet owner's own personal account of how his dog was killed by UA's PetSafe program because they also failed to put the dog in an A/C controlled van and also placed the dog's crate on a boiling tarmac in 90+ degree heat then please check out:
http://www.resistthetyranny.com/unit...t-safe-policy/
Last edited by MichaelVA; Jul 2, 2014 at 3:11 pm
Jul 3, 2014, 12:59 pm
#9
Join Date: May 2007
Location: IAD
Posts: 2,060
I can't opine on the Petsafe program because I've never used them and refuse to until all of the issues Michael mentions are resolved. (As a fellow greyhound owner, Sedona's story deeply offended me and I won't submit any animal under my care to such people no matter what they claim.) But I can give other suggestions:
My rescue group brings several Galgos (spanish greyhounds) from Madrid to New York each year and we fly them on either Iberia or American Airlines. (We then drive them from New York to their final North American destinations.) Those two carriers tend to have low pet fares (they fluctuate, so always check before booking) and reasonable policies. The animals do fly in the cargo hold but they are considered pets-in-hold and must be accompanied by a human escort on the same flight. Generally that would be the pet's owner but we use volunteers.
It's also a very good idea to fly animals on a nonstop flight and avoid connections wherever possible. I see on the OP's itinerary that he may not want to drive from EWR to DFW, so the next best thing is to have a long enough connection that your pet has time to be transferred even if the first flight is delayed. Ask the airline for their policies. I would personally ask if I could check on the pet in EWR in between the flights.
My rescue group brings several Galgos (spanish greyhounds) from Madrid to New York each year and we fly them on either Iberia or American Airlines. (We then drive them from New York to their final North American destinations.) Those two carriers tend to have low pet fares (they fluctuate, so always check before booking) and reasonable policies. The animals do fly in the cargo hold but they are considered pets-in-hold and must be accompanied by a human escort on the same flight. Generally that would be the pet's owner but we use volunteers.
It's also a very good idea to fly animals on a nonstop flight and avoid connections wherever possible. I see on the OP's itinerary that he may not want to drive from EWR to DFW, so the next best thing is to have a long enough connection that your pet has time to be transferred even if the first flight is delayed. Ask the airline for their policies. I would personally ask if I could check on the pet in EWR in between the flights.
Jul 3, 2014, 4:57 pm
#10
Join Date: Feb 2012
Location: BSL
Programs: AA (EXP); among others :)
Posts: 2,522
It's also a very good idea to fly animals on a nonstop flight and avoid connections wherever possible. I see on the OP's itinerary that he may not want to drive from EWR to DFW, so the next best thing is to have a long enough connection that your pet has time to be transferred even if the first flight is delayed. Ask the airline for their policies. I would personally ask if I could check on the pet in EWR in between the flights.
I time connections so I have at least two-and-a-half hours between landing and the next flights' departure which is sufficient to retrieve the animal from baggage claim, go outside for a run and then re-check the crate. This is where status and Global Entry come in handy - no long lines at check-in if you can use the priority counters, and when entering the US I'm past customs and waiting at baggage claim ten minutes after deplaning.
Using oneworld from TLV to DFW with an AVIH dog, there's only one option: IB TLV-MAD, and then AA MAD-DFW, with a two-hour,twenty-minute layover in MAD. Total travel time 18 hours, 25 minutes.
The US-operated flights out of TLV are not an option, even though they can be bought on aa.com and have AA flight numbers: US does not accept dogs in the hold at all. Also not an option are all itineraries that route via LHR.
Jul 14, 2014, 1:53 pm
#11
Join Date: Apr 2010
Location: ICT
Programs: AA EXP, UA Plat, DL G, Marriott Gold
Posts: 1,330
Just picked up my 2 (large) dogs at Denver. United was great with them. They called me from Houston to let me know everything was going well and they were in the A/C area, and were given water. Second time I've used Petsafe, and I have had no issues at all.
On a side note, while I was waiting at the Petsafe/Cargo office for their flight to arrive, I must have seen at least 20 dogs (and a bird) come and go. They all seemed fine to me.
On a side note, while I was waiting at the Petsafe/Cargo office for their flight to arrive, I must have seen at least 20 dogs (and a bird) come and go. They all seemed fine to me.
Aug 3, 2015, 11:05 am
#12
Join Date: Aug 2015
Posts: 1
Flying my dog from BOS to BUE
Hello!
I'm flying my dog through United Airlines Pet safe program from Boston to Buenos Aires Argentina with a layover in Houston. I even paid the "comfort" fee sfor my dog to be transported in an air conditioner van and taken to a kennel where they supposed to let her out, feed her and walk her. I would like to get ANY reviews you may have that could help me decide if this is the best airline for my dog. I read so many horror stories and I am extremely worried something bad could happen to her. Any reviews are welcome, Thank you all in advance!
I'm flying my dog through United Airlines Pet safe program from Boston to Buenos Aires Argentina with a layover in Houston. I even paid the "comfort" fee sfor my dog to be transported in an air conditioner van and taken to a kennel where they supposed to let her out, feed her and walk her. I would like to get ANY reviews you may have that could help me decide if this is the best airline for my dog. I read so many horror stories and I am extremely worried something bad could happen to her. Any reviews are welcome, Thank you all in advance!
Oct 12, 2015, 3:30 pm
#13
Join Date: Oct 2015
Posts: 4
I'm taking both my small precious Chihuahuas, as Cargo with IAG world cargo, BA direct flight from London to San Diego. I do hope the both be ok. All worrying. I was looking for an incident report of BA, IAG cargo but they do not disclose it seems. But I have heard good reviews on BA.
Apr 29, 2016, 1:18 pm
#14
Join Date: Apr 2016
Posts: 1
DO NOT CHOOSE United PetSafe
ATTENTION!
I HIGHLY recommend anyone to NOT used United Airlines PetSafe service, because recently I had the worst experience ever.
I had arranged to fly my 1 year old puppy with United Cargo from Ireland to Nicaragua with 2 connections (Newark and Houston). Because of the long hour flights from DUB-EWR & EWR-IAH, I choose the option to leave the dog overnight in Houston Petsafe animal centre and then he was suppose to arrive the next day in the morning in Managua.
It did not happen as promised.
The dog arrived in Managua Airport and was brought all the way to my partner to be collected, but then the employee could not find the folder of dog documents which were suppose to be attached to the kennel. United stated that the puppy cannot be released, because it doesn't have the papers and will be sent back to Houston. My partner insisted to call the Houston office and ask where are the original documents or at least to fax the copies. It was refused, the dog was just taken and put back in cargo flight back to Houston without any explanation of how this process will continue. They just simply said to come tomorrow and collect the dog. We were unable to check the cargo tracking system, it was not updating anymore. Nobody even bother to contact us to explain where the dog was and what was really happening.
Then the next day my partner went to airport again with all the copies of the dogs papers (just in case if United had lost the originals), so animal can be finally greeted and released after 72 hrs of being held in kennel. This was the 3rd day that dog was travelling.
And the worst has happened: the dog was never put on the flight and nobody was even able to contact the Houston office from Managua to find out if the puppy was even safe.
The experience was BEYOND WORSE ever and I never had received such a awful customer service. Dog is not a luggage that can be put on one flight then on another, then sent back, because some employee forgot to attach the documents.
The service was 2x more expensive than a flight ticket for a person, so I was expecting much more of United. They have no systems in place and if you love your animal you will never risk him to put through this kind of mess.
I HIGHLY recommend anyone to NOT used United Airlines PetSafe service, because recently I had the worst experience ever.
I had arranged to fly my 1 year old puppy with United Cargo from Ireland to Nicaragua with 2 connections (Newark and Houston). Because of the long hour flights from DUB-EWR & EWR-IAH, I choose the option to leave the dog overnight in Houston Petsafe animal centre and then he was suppose to arrive the next day in the morning in Managua.
It did not happen as promised.
The dog arrived in Managua Airport and was brought all the way to my partner to be collected, but then the employee could not find the folder of dog documents which were suppose to be attached to the kennel. United stated that the puppy cannot be released, because it doesn't have the papers and will be sent back to Houston. My partner insisted to call the Houston office and ask where are the original documents or at least to fax the copies. It was refused, the dog was just taken and put back in cargo flight back to Houston without any explanation of how this process will continue. They just simply said to come tomorrow and collect the dog. We were unable to check the cargo tracking system, it was not updating anymore. Nobody even bother to contact us to explain where the dog was and what was really happening.
Then the next day my partner went to airport again with all the copies of the dogs papers (just in case if United had lost the originals), so animal can be finally greeted and released after 72 hrs of being held in kennel. This was the 3rd day that dog was travelling.
And the worst has happened: the dog was never put on the flight and nobody was even able to contact the Houston office from Managua to find out if the puppy was even safe.
The experience was BEYOND WORSE ever and I never had received such a awful customer service. Dog is not a luggage that can be put on one flight then on another, then sent back, because some employee forgot to attach the documents.
The service was 2x more expensive than a flight ticket for a person, so I was expecting much more of United. They have no systems in place and if you love your animal you will never risk him to put through this kind of mess.
Jun 14, 2016, 3:51 pm
#15
Join Date: Jun 2016
Posts: 1
United Airlines Petsafe
The service was two times more expensive than a flight ticket I bought for myself, so I expected a lot more of United. I think they did a terrible job taking care of my dog. I flew her in cargo from Miami to Michigan, and when I showed up to pick her up they told me they hadn't put her in the correct flight. Turns out the guy was just dumb and made a mistake reading the information. But when I picked her up she looked so dirty and the white blanket I had put in her kennel was brown and so dirty I had to throw it away. She was unbelievably thirsty and hungry, so maybe they didn't even feed her. My dog is also potty trained and I was told she was going to be taken out since the layover was longer than 4 hours, so I'm not sure why she and her blanket were so dirty. On our flight back to Miami when I picked her up, I noticed they cut the zip tide of the portable bowls that were in her kennel. They also stole the blanket in her kennel and put some newspaper instead, which probably explains why her white fur was incredibly dirty and a bit wet. It was just a terrible experience and would never do that again.