PBS Pet Travel

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• Steve
  Feb 10, 2020
  They get the job done.

  I've deliberated over this because there was a hiccup and a couple of minor irritations along the way. I'll try and detail those so people can make their own minds up.

  First of all and absolutely the most important. Our dog got home in good condition and still wagging his tail. Secondly, all emails were answered promptly. With all of that in mind, I'd use PBS again so it's hard to give them much less than five stars in that respect.

  But....

  What impressed me initially was that they took my overseas agents' paperwork and checked locally and came back with feedback. As a result, we were able to locate a problem that would have caused delays later.

  I get the impression PBS is a well "legalled" company. So, for example, a straight question often seems to meet with a pasted link. They don't tell you what step to take next, they send you the feedback they received. Obviously, they understand it but you have to work it out for yourself. I imagine this is so they avoid being accused of ever being wrong. They'll facilitate your decision making but they won't really advise you. Answers occasionally feel a bit cryptic

  So once our dog arrived in the UK, having been assured that paperwork was checked and in order, we were told that a problem had been raised and we needed more paperwork and a further £86 pounds had to be paid immediately. It was hard not to feel like our pet was being held to ransom.

  As ever PBS wanted money paid upfront before they do anything. I guess they know this can be a messy business and they don't want to hand over the dog then have to chase cash.

  Anyway, the dog arrived (only a couple of hours late) and all are happy. Once the dust had settled I raised the extra charge with PBS who reminded me they "can't be held responsible for any errors". That legal thing again.

  So, on balance, it's a smart business that probably works in a very difficult world with very unsympathetic customs people. They get the job done and they watch their own backs while they're doing it. Ultimately you'll probably have to watch your own too.

  Oddly this efficiency kinda makes me trust them even more. They're professionals.

• Enobong
  Apr 12, 2019
  Very Attentive service

  I've read some of the poorer reviews and my experience was the complete opposite. I found the service was very attentive and they took great care of my cat. I would recommend them for anyone looking to transport a pet.

• Gillies
  Apr 11, 2019
  Excellent service

  I have read some of the other reviews of PBS on this site and I must say our experience has been very different and has been outstanding. We live part of the year in the USA and part in the UK. I reviewed and interviewed several companies before choosing them. I chose them because they were the most knowledgable, responsive and engaged. They were neither the most nor the least expensive but roughly equivalent to all the others. They provided the travel crate well in advance so we could get our dog acclimatised to it. The met us promptly at Heathrow on the day of travel. Their pick-up person was very pleasant and nice to the dog. He kept us informed by text about the steps until the dog was boarded. Very reassuring. When we got to San Francisco we picked her up without problems, and she was in great shape. We have subsequently used PBS two more times and will continue to do so. I highly recommend this company.

• Carlos
  Jan 3, 2019
  Turtle relocation to the US

  I had to relocate from the UK to the US and contacted PBS Pet Travel for a quote regarding my pet turtle. They provided one on the telephone but never mailed me the proper documentation.
  Luckily, at the same time I contacted a few others listed on the IPATA website and created options, though my preference was to use PBS Pet Travel's services.
  2 months before the moving date I called in to book their services and was able to speak with the pet export agent who said she would provide me with a detailed quote and arrange details. She never got back to me and I tried calling a number of times over a couple of weeks only to be told she was off sick and no one else would be able to help me.
  I eventually gave up and used another company which I've found to be much more professional and reliable.

• Jared
  More than a year ago
  CON Artists

  I used PBS as a *military*member for an official move from the United Kingdom back to the United States. My experience with them in relation to charges has been utterly abysmal. Please take the time and read my my review before choosing this company.

  Upon arrival of my dogs to the United States I had time to look over the charges listed on the United Airlines airway bill sent to me by PBS. Upon review, I discovered a major discrepancy in the itemisation of charges listed. When comparing the airline's airway bill and the invoice sent to me by PBS, I noticed a charge of £2,700 for freight and an additional £300 pounds in claimed fees that the airline charges on the PBS invoice. However, the itemized airway bill (official hardcopy) showed a freight charge of £1,400 and £300 of fees associated with travel. I confirmed the airway bill charges with a cargo representative of United Airlines who sent me a quotation for the shipment that exactly matched up with the airway bill.

  My issue is that after three weeks of emails and multiple phone calls, PBS still refuses to explain to me what the additional £1,300 was for. The itemized PBS invoice shows that it was for freight but with absolutely zero evidence to support this claim. They stated that I shouldn't have been given a quotation from the airline (irrelevant) but in reality it matches up perfectly with the airway bill that PBS sent me (ironic).

  At the very minimum, this is a deceptive business practice aimed at defrauding the consumer by claiming excess freight charges that in all actuality, do not exist at all. If I was told up front or had seen a "broker fee" listed on my invoice or some sort of fee to be paid to PBS for manifesting my dogs as cargo, I would take no issue. It is the fact that this company is incredibly deceptive about charges and refuses to state in any specific documentation or terms what their fees are. I can only surmise that the reason they won't list there fees is because customers would turn elsewhere in search for a better deal or they are tax frauds. They take absolutely no issue with sending false invoices and refuse to state what their fees are. It is fraudulent because they signed an airway bill stating that THEY accepted the charges quoted from the airline and in turn added an excess of £1,300 claiming it was cost charges by the airline when it has nothing to do with 'airline freight' as listed on the PBS invoice.

  To top it off they told me that for me to ship my dogs to Washington, D.C. Would almost the exact price as it would be to ship them to Las Vegas. These two places are thousands of miles apart and obviously nowhere near the same price.

  Avoid these con artist.

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