Pet lounge George - lack of communication and zero consideration of booking pets

I am writing to express our extreme disappointment and frustration with the appalling service in arranging travel for my boss's pet, experienced by myself and my Director at your Bidvest Pet Services facility at George Airport. There was no communication on properly booking for the animal, nor was the staff member I was dealing with, have any knowledge or ability to answer any of my questions.

My boss has flown with Cemair and Airlink many times with her dog and decided to use the BidAir Cargo Pet Lounge in George for her dog to fly back to Johannesburg from George.

My boss arrived to check him in at 13h30 for the 15h10 flight only to be told that they were supposed to arrive TWO AND A HALF HOURS before the flight to check him in. Not only that, but they could not check him in at the terminals. The only place to check him in was at the Cargo lounge.

My boss ended up having to book a later flight with Cemair.

By the way Cemair and Airlink’s rules are that you should be there an hour and a half before the flight to check in pets but even if they are checked in an hour before that is fine too.

The Pet Lounge staff were completely unaccommodating and had zero interest in solving the problem.

As I said above I will never fly with Pet Lounge George again.

It was a mistake to book with this branch but at least it is a lesson well learned.