Poor coordination and no timeline management for an international pet move
We used Air Animal’s “Book & Fly” service to relocate our dog from the United States to South Africa.
Our issue was not the complexity of the move. We understood that upfront. The issue was the lack of coordination and basic process management throughout.
Air Animal did not provide a clear or managed timeline, nor did they provide a consolidated list of requirements. Communication around flight status and documentation readiness was inconsistent, and we repeatedly had to follow up and piece information together ourselves. We ultimately identified that the original timeline would not work and directed a change in shipment ourselves.
Even on the day of cargo handoff, we were still clarifying crate labels, carrier details, and required paperwork. Imagine taking your dog to an airport cargo facility and still not being sure everything is in order or will be accepted.
Their delays also affected our own relocation. We had to postpone our flights due to uncertainty around our dog’s readiness, which created additional cost and logistical disruption.
For context, we independently handled South African permits, veterinary coordination, and customs clearance without issue. The breakdown was specifically with Air Animal’s coordination of the export process.
After raising these concerns, Air Animal stated that timeline management and coordination are not part of their standard service. That raises a fundamental question about what the service is intended to provide in a time-sensitive international relocation.
If you use this service, be prepared to actively manage the process yourself.