No communication at all. Missed application dates

We signed up with pets travel to get our animals relocated to New Zealand as we have emigrated. All paperwork and tests were done according to what the company told us was required for our animals to travel. We were also warned that the applications had to be submitted before 22 November as that was the date the NZ authorities would stop processing 2023 applications. Everything was finalised and all documents dropped off by the 25th of October. The agent dealing with our case, Duncan has consistently and continuously ignored emails and phone calls requesting updates as to the progress of our pets applications. His first response after a week of trying to get hold of him and 3 emails later was that someone else in the company had left and he was given all their cases. This would not have been a problem had he communicated this. He then proceeded to ghost us for another month. We emailed three more times to find out if the applications were processed before cut off and even reached out to another agent to request she take our case as we were having no joy with Duncan. Her lacklustre response was that she was sure Duncan would respond soon.

When Duncan did eventually reply he said he had been off sick. But we were never informed of this and nobody else had done anything to ensure the applications were being done. We have now been informed that the application due date was missed and that they only open again in February meaning our animals will only likely arrive here in march. If we’re lucky. Shocking service and absolutely no communication.