We collected our two cats from the Perth Airport cargo facility on 31 January 2026. The handover experience was extremely distressing and left us feeling unsafe and unwelcome while collecting live animals.
Following a formal complaint, we were advised that CCTV was reviewed but it did not contain audio, so the exact words used at the handover point could not be independently confirmed. We were also advised our cats were released in good health and handled in accordance with procedures.
Mezies later acknowledged (through the investigation outcome provided to us) that the incident arose after a staff member misdialled our phone number and inadvertently spoke with an unrelated third party, which triggered confusion and escalation. Menzies apologised for the error and advised that the matter was addressed internally, with procedures reinforced and incorporated into retraining/onboarding.
The customer experience at collection was poor enough that we have no confidence in using this facility again for pet transport handovers. We will not use Menzies for future animal shipments and will choose alternative arrangements. Given Virgin Australia Cargo utilise Menzies we will not be utilising Virgin Australia Cargo again for future transfers.
In my opinion, the professionalism and communication at the point of handover fell well below what is acceptable when families are collecting animals.
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Menzies Aviation is the leading service partner to the world’s airports and airlines, with operations on six continents, at more than 265 airports in 55-plus countries, serving more than 4 million flights a year and handling over 2 million tonnes of cargo. Supported by a team of over 45,000 highly trained people, the company provides complex and time-critical ground services, including passenger, lounge and ramp services; air cargo services, including handling, warehousing and wholesale freight forwarding; and fuel services, including fuel farm management and into-plane fuelling.
Menzies Aviation is recognised across the industry for delivering the safest, most secure and sustainable services tailored to customers’ needs and is essential to keeping passengers, aircraft and cargo moving, round the clock, every minute of every day.
Menzies Aviation is headquartered in London, and since its founding in 1833, has become the largest aviation services group in the world by number of countries and aircraft turns.
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