FAQS - Customer Service

Our pledge to you

The safety and comfort of your pet is our #1 priority!!

Everyone on the Pet Airways Team will do whatever we can to ensure all our Pawsengers are safe and comfortable.

Do you sell customer data to other companies?

Pet Airways does not sell any customer information or share your email address with third parties except in compliance with our Privacy Policy.


How do you keep my information secure?

When you buy a Pet Airways ticket over the World Wide Web your web browser connects with the web site through SSL ("Secure Sockets Layer"). SSL is an industry-standard way to send personal information over the Internet. SSL ensures you are actually sending data to Pet Airways and not someone who claims to be Pet Airways. We also protect your Frequent Flyer transactions when you enroll, view miles, etc. It's fast, safe, and it ensures that your personal information will not be read by anyone else. Look for one or more of these indicators on your browser to ensure you have a secure connection: - A security alert window tells you that you are about to use a secure connection. Some browsers let you choose whether to display this window.

What do I do if I'm not receiving emails?

First make sure we have your correct email address on record. Log onto -- My PAWS -- and check your email address in -- My Information -- If it is not correct, click on -- Edit Information -- and enter your correct email address. If your email address is correct, your Internet Service Provider (ISP) may be using filters to prevent unwanted emails from reaching your inbox. Sometimes, these filters also block messages you want to receive. In most cases, adding us to your list of trusted senders will solve this issue. In AOL, select "Add Address" in Yahoo! Mail, Outlook or Outlook Express select "Add to Address Book", or Hotmail or MSN, select "Save Address(es)". Also, if you use a "spam" filter, check your preferences to make sure you have not inadvertently flagged emails from the "@petairways.com" domain as "spam." At last resort, if you continue to have problems, please contact your ISP's technical support department and ask how to "whitelist" emails from petairways.com.

Can I change my ticket or get a refund if my plans change due to a military activation?

Military personnel and their immediate family are eligible to make changes without fees or to receive full refunds if a copy of the military orders is submitted with the request.

Requests for changes or a refund due to military activation must be made in writing to:

Pet Airways Customer Service

455 N.E. 5th Ave., #C264

Delray Beach FL 33483


How often should I expect email communication from Pet Airways?

We send out two kinds of emails: those related to your specific reservation, and other emails with useful information and offers for you and your pet. Regarding your specific reservation, you will receive a confirmation email with your reservation details, and separate reminder emails before travel for health certificates, lodge reservations, or other services. We also send out automated emails with information about flight delays or changes. Pet Airways sends out, from time to time, emails with other special offers for you and your pet. You may unsubscribe from these emails at any time.

Can I credit unused tickets towards future travel?

Please note, all tickets are non-refundable. Our Pawsenger spots come in many different sizes, depending on the size of the Pawsenger. Carrier spots are specifically assigned based on the carrier size you chose during the reservation process. As a result, if you need to change or cancel your pet’s flight(s) more than 14 days before departure, the value of your ticket, less a $75 change fee, may be applied to a different flight, so long as that flight is within one year of the original date. The price of the new ticket may be different depending on when you rebook. If you need to change or cancel your pet’s flight(s) less than 14 days before departure, your fare will not be refunded, and no credit is given towards a different or future flight.