Accompanied pet problem

[GladstoneTim]

Hi,
Interested in your opinions....
My adult son lodged his dog with QF as an accompanied pet at a country W.A. port via PER to BNE. The crate used was the size suggested by the vet and the dog was familiar and comfortable with it. Whilst in transit in PER, my son got summoned (to the freight office?) and told something along the lines of, "The crate is not big enough. We are arranging for Jetpets to provide a larger crate, at your ( not insignificant) expense."

Had the issue been raised at the originating port, a larger crate could have been sourced at no charge but the agent there did not raise any issues.

Should QF cover the Jetpets bill? My son suffered significant anxiety because of the pressure he was put under late at night close to his second flight boarding. Any other thoughts?

 

[teamhamsandwich]

If the original crate did not meet IATA requirements you are out of luck.

"My son suffered significant anxiety because of the pressure he was put under late at night close to his second flight boarding. Any other thoughts?"

Saying this will sway no one. Pay the bill, sort it out later. I highly doubt the anxiety was "significant".

 

[RooFlyer]

I'd view the situation a bit more sympathetically.

Go personally to a QF 'freight office' and without the background, ask the question about crate requirements for such-and-such a dog. Also ask for the requirements in general, and if the rules differ for different segments / types of aircraft.

If the original agent's acceptance was out of line, you have little comeback I think. But if the original crate was in spec (even if for the first sector, but not the later ones), then you certainly have a case to claim - although success might be a different matter.

I have no reason to doubt that the anxiety was significant but unfortunately that's probably of little concern to the airline.

 

[williamsf1]

Did he follow the rules/ instructions as noted in the below link ?

https://www.qantas.com.au/cargo/pdf/PRO_0022_australian_domestic_pets_accompanied.pdf

If he did – take it up with Qantas …. If not, out of luck

 

[GladstoneTim]

An update...
QANTAS Freight has responded to my son. Their reply included some standard cut and paste segments but also addressed personally some of the issues raised. They have acknowledged some poor handling of the situation at both the originating port and Perth. They have offered a refund of the dog's freight costs and also the unexpected crate hire costs. Well handled in the end....only now some dilemmas of how to get the pet home.

 

[GladstoneTim]

A further update...the return journey...
At QANTAS freight in BNE the staff member looked at the crate which was the original one and said, "next time he flies he will need the next size up, it is the same height and width, just longer." The remote WA vet had emailed through to my son a letter confirming her professional recommendation that this was the right size crate for this dog. QF man very reasonable and very happy to be given a copy of the vet's letter.