I am extremely disappointed with the service I received. The instructions I was given for collecting my dog were incorrect. When I arrived at the cargo area beside the airport to pick him up, I was told I had to return to the terminal (an hour round trip) to have the necessary customs paperwork filled out -- I was told by PetAir UK that this paperwork would all be done at the cargo area. It meant that my dog was stuck in the crate for over an hour unnecessarily. And the absorbent pad in the crate that I was told would keep my dog dry did not work as intended and was soaking wet.
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