Pets By Air - Pets By Air 235 Brookby Road

I originally had my dog booked with them for an agreed cost to fly internationally (cost was paid before I flew). Corona hit, (which I understand) this caused a long delay. After 3 months, of going back and forward to fly him, they suggested the only way to fly him now is to pay an additional 16k (total cost would've come to 21-22k). Because apparently it's the only way. They went on about how it's either that option, or to fly him sometime at the end of the year. They suggested in order to reduce the cost, I can organize all his flights and permits from each country he will transit through, which just caused me a ton of stress. He was staying at Brookby Lodge while in Auckland till I placed him somewhere better and more caring to him. He stayed with them for 3-4 months, which expectedly cost a lot. I was very OK with that, until a friend of mine went to pick him up for the day. My dog had managed to lose 6kgs in their care. Additionally, his coat was an absolute mess. This was the case every time my friend went to see him. Upon emailing them regarding my concerns, they got defensive and said he was on a special diet for "free", but what diet makes your furr baby underweight. He was perfectly healthy and the ideal weight for his breed and size. They then gave me under a week to find another kennel to take care of him while I'm 16000 miles away. Once I read how rude they were in the emails and how my dog was obviously neglected, I managed to find another agency who flew him to me for 6k including his kennel stay with them. They even noted how poorly my dog looked and showed obvious signs of being underweight and his coat was nothing less of very sad. Despite paying them close to 5k just for their "care" and horrible service they also charged me cancellation fees despite them not being able to get him to me besides paying a huge amount of money. Whereby the other agency said they could've flown him to me over 2 months ago. This sadly shows I had to pay kennel costs when it wasn't even needed as there was cheaper and quicker alternatives to what they suggested. I am happy to have used a different agency which was more caring to my dog and got him to me safely. Safe to say I wouldn't recommend Pets by air to even fly a fish. Just caused me a lot of stress and sleepless nights for their lack of knowledge to do their own job.