FAQS - Delays/Cancellations

What happens to my pet during stopovers?

Stopovers usually last about one hour. During each stopover, Pawsengers are given the opportunity to take a potty break. They are also offered water as needed.

If the flight is unexpectedly cancelled, should I come and pick up my pet? Will I be notified?

If for some reason the the flight is cancelled unexpectedly, we will notify you by phone and email. Depending on when the next flight can be scheduled you can decide what is most convenient for you.

What happens if the flight is diverted to another airport? How do you look after my pet?

If the flight is diverted, first of all we'll let you know via a phone message and email message. Rest assured we will always take tender loving care of your pet. Depending on the cause of the diversion, we will either transfer our pawsengers to a different aircraft and continue the flight, or take them to the nearest Pet Airways Affiliated Pet Resort and board them at our expense until the journey can resume.

Can I bring my pet home if the delay is too long?

You may bring your pet home if you prefer, but you will need to return your pet to the lounge in time for departure. There may be certain situations where we will try to depart as soon as possible, and it may not be convenient for you to bring your pet back in time. For that reason, we recommend leaving your pet in our care until we can depart.

How do I change or cancel my reservation?

Pet Airways Cancellation and Reservations Change Policies

Our company goal is to be as fair and helpful as we can to our pet parents. Changes and Cancellations are a normal part of human air travel. Airlines typically overbook their flights because a human can sit in any one of a hundred seats on-board and the airlines have historical information about the number of people that cancel or do not show up for their flights.

On the other hand, Pet Airways has 5 pet carrier seat sizes, and we do not over-book. We have a limited number of seats in each pet carrier size and each seat is set aside, based on the size of the pet, for a particular pet.

We have created the policies below to be as fair as possible to our customers.

Please Note: Pet Airways reservations are non-refundable. If for any reason, you cancel your Pet Airways flight, you will receive a voucher for the cost of your flight, minus any charges as stated below.

 

Cancelling LESS Than 14 Days Prior to Departure

 

  1. There is 50% cancellation fee
  2. A flight voucher for the balance will be issued
  3. The voucher can be applied to a new reservation for a flight within one year of the cancellation date
  4. The cost of the new reservation may or may not be the same as the original reservation
 

Cancelling MORE Than 14 Days Prior to Departure

 

  1. There is a $75 cancellation fee
  2.  A flight voucher for the balance will be issued
  3. The voucher can be applied to a new reservation for a flight within one year of the cancellation date
  4. The cost of the new reservation may or may not be the same as the original reservation
 

If A Flight is Cancelled by Us Due to Weather Or Any Other Reason.

Your pet will be re-booked on the next available flight.

If your pet cannot travel on the next available flight, you may request a refund or a flight voucher for a future flight.

     
If Your Pet Is Too Large for the Pet Carrier Size Chosen  

We recognize that there are substantial savings if you book a pet carrier size smaller than what we recommend. The sizes we recommend are based upon the guidance that the Animal Welfare Act provides all airlines and our experience with pets of all sizes and shapes. We have sized our carriers based upon the size of your pet as you have stated to best provide the comfort that your pet requires during their travel.

There is some wiggle room, but at some point your pet will be uncomfortable for the flight if the carrier is too small. If a pet is clearly too large for the carrier chosen, we cannot transport your pet in that size carrier. The USDA will not allow it, and Pet Airways will not allow it. We are committed to the safety and comfort of our pawsengers. That comes first.

 

If Your Pet Is Too Large For the Carrier You Have Chosen And No Larger Carrier Size Is Available

  1. You may Re-Book for another flight date
    1. There will be a 50% of Ticket Price Re-Book Fee
    2. The Re-Book Ticket price may be different from your original ticket price
  2. If you do not want to, or cannot Re-Book, your ticket will be forfeited and no refund or voucher will be available.
 

If Your Pet Is Too Large for The Carrier You Have Chosen But a Larger Carrier Is Available

  1. You may upgrade the pet carrier to the next carrier size available
  2. The Cost of the Upgrade is 50% of the difference between the 2 carrier sizes
 

If You Make A Mistake While Booking

  1. Call us as soon as you can
  2. If you call us 15 days or more prior to the flight, there is a $75 re-booking fee
  3. If you call us 14 days or less, there is a 50% re-booking fee
  4. If you call us within 48 hours of your booking, there is no fee

(The ticket price of a new reservation may or may not be the same)

Health Policy
 

Pet Not Healthy to Fly

If Veterinarian Determines That The Pet Is Not Healthy To Fly (within 2 weeks of flight)

The USDA requires that a pet be certified healthy and free of all communicable diseases 14 days prior to flight. This creates a dilemma if a ticket is booked more than 14 days in advance. The assumption is that most pets will be found healthy enough to fly and the health certificate is no issue. However, contrary to the human airlines that overbook all their flights to achieve a full flight, Pet Airways does not overbook. We assign each pet its own seat at the time the reservation is made, and hold that seat for that pet, assuming that the pet is healthy. Once that seat has been purchased, we do not have a backup pet in case the first pet cannot make the flight. But things happen. Pets get ill. So to be fair to our pet parents and to be fair to Pet Airways, we have established the following policy:

  1. There is 50% unhealthy-to-fly cancellation fee
  2. A flight voucher for the balance will be issued
  3. Documentation must be provided by Veterinarian
  4. The voucher can be applied to a new reservation for a flight within one year of the cancellation date
  5. The cost of the new reservation may or may not be the same as the original reservation
 

If Your Pet Passes Away Before The Flight

  1. There is no cancellation fee
  2. Proof is required. (Death Certificate from a Vet.)
  3. A Refund will be issued by check within 30 days
 

Pet Not Healthy to Fly

If At Check-In Time, the  Pet Lounge Staff Determines That Your Pet is Not Healthy to Fly

Even if a Vet has given your pet an OK to fly, but at the time of Check-In, the Pet Attendant at the lounge, in consultation with a Lounge Supervisor, determines that the pet is not healthy enough to fly, the pet will not be flown.

  1. There is 50% unhealthy-to-fly cancellation fee
  2. A flight voucher for the balance will be issued
  3. The voucher can be applied to a new reservation for a flight within one year of the cancellation date
  4. The cost of the new reservation may or may not be the same as the original reservation
  If Your Pet is Accepted For Flight But Subsequently is Determined To Be Not Healthy to Fly

If after accepting your pet from the pet parent, your pet is then seen to be in distress or not healthy enough to fly by the Pet Attendant and is in consultation with the Lounge Supervisor, the pet will not be flown.

  1. There is 50% unhealthy-to-fly cancelation fee
  2. A flight voucher for the balance will be issued
  3. The voucher can be applied to a new reservation for a flight within one year of the cancellation date
  4. The cost of the new reservation may or may not be the same as the original reservation
Voucher Policy
 

Credit Vouchers

Credit Vouchers may or may not be transferable depending on the circumstance of their issuance
     
Miscellaneous Policies
 

If Pet Airways Makes An Error

A Refund check will be issued and mailed to the address we have for you within 30 days
  Refund Policy All Refunds are made by company check. This process generally takes about 30 days.

 

What happens if the flight is delayed?

No matter the length of the delay, you can be assured we will never leave your pet unattended. Depending on the length of the delay, we will either keep pets comfortable on the plane, or in the lounge, providing potty breaks as necessary.