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TailWings Pet Travel are a boutique, family run pet relocation agency based at Heathrow Airport, serving the UK & rest of the world. We assist with as little or as much needed, such as IATA/airline compliant crates, pet taxi services, health certificates, flight bookings and more.
875 Scylla Road, Heathrow , TW63YH, London , United Kingdom
Honest, caring, best priced, efficient AMAZING. I was put at ease by Alex. He found mistakes in my documents I didn't even realize were there. If it hadn't been for his very exceptional care he took to go over my dogs transportation back to America my dogs may have had problems getting over the pond. Highly recommend company. I can't say enough to express my gratitude Thank you TailWings.
Warning!! I contact this company to ship my pet dog back to US but instead they left me hanging without saying anything or telling me that they can not do the service anymore last minute. I called and emailed how many times but no answer or reply at all.
So unprofessional and did not even try to give me warning that it will be too late to ship my pet.
I’ve had the worst experience ever with Louis and TailWings Pet Travel.
There were some issues regarding my dog’s rabies vaccine which was resolved on Friday but Louis and TailWings deliberately stretched out the process over the weekend which led to me having to pay over £1300 in fees.
He wouldn’t reply to my emails for half a day most times but when it came time to receive payment he was always available and would reply quickly. Funny that.
I will not be using them again and I would highly advise you look elsewhere.
Reply from TailWings Pet Travel
Hi Dami,
We have already reached out to you with a full explanation of the extra fees incurred. The type of rabies vaccination that Zara had in Nigeria has never been seen by the authorities here, so they sent questions to the manufacturer which took all weekend to receive a response, this incurred extra border inspection post fees and bank holiday surcharges.
We are simply the agency in the middle of pet owners and the border inspection posts and have nothing to do with the intricacies of paperwork checking. Our role is to simply perform the customs clearance once given the green light by the border inspection post.
We hope this explanation helps.
Thank you and all the best for the future.
Alex and his team were extraordinary in every way. Where customer service seems to be missing in today, this was not the case for TailWings. The step by step instructions was crucial to make sure my corgi got back to the US safely Would highly recommend!
We recently utilized Tail Wings Pet Travel to ship our toy poodle, Charlie, from London to Atlanta. Alex was extremely responsive and easy/quick to communicate with answering all my questions and easing my concerns with the shipping process. They made the paperwork/documents a breeze to complete online. Drop off at their facility was painless. Charlie arrived at his destination without a hitch and was well taken care of. Updates/pics on his well being along the way helped ease any anxiety we had. I cannot Thank Alex and his team enough. They were nothing short of Amazing!
The entire TailWings team is amazing. It is CLEAR that their staff cares deeply about the animals and families they serve. Our three pets moved from Colorado to London, and we couldn’t have asked for a better company to help us. From the first time I reached out, I was treated with the utmost respect and care. Our three little loves arrived happy and healthy, and we have TailWings to thank for making the process easy and affordable! Louis, our travel agent, was amazing and provided wonderful customer service. The driver who delivered our animals, Jim, was so comforting by telling us how our animals were well-behaved. He even talked to them on the long trip from the airport to our current lodging! It is clear that this company has top notch practices. Thank you, TailWings, for helping us reunite with our beloved pets!
Great team, communication and seamless throughout. Thanks for making the stressful more stress free!
UNPROFESSIONAL Company and terrible with ANIMALS. if you love your pet then DO NOT USE THIS COMPANY.
My English Bull terrier has has serious health issues since I left him in the care of Evie and Alex.
He cannot walk still after 3 days and he has bleeding claws from the butcher they use to do the health checks. He lost 2 kg in weight and has now been treated for severe dehydration.
PLEASE PLEASE PLEASE 🙏 DO NOT USE THIS COMPANY IF YOUR A LOVER OF ANIMALS AS YOUR PETS HEALTH WILL SUFFER. liars liars liars unkind to animals and ALEX TELLS LIES
Reply from TailWings Pet Travel
Ben, just like your Google review, we feel the need to reply publicly to address your completely fabricated points, which are clearly motivated by coercion in order to bully a refund out of us.
Throughout this process, you have been increasingly abusive to our staff, included threatening two of them. Most egregiously, you have threatened to put a bad review up if we did not pay you back at least half of the monies, even stating that ‘Google loves it and you have accolades and stars’ for such activities. We have WhatsApp voice notes from you declaring this. The claim for a refund is unsubstantiated as our contracted services were fulfilled.
Throughout this process, we have been professional, and when a problem arose we solved it on our own accord. When we tried to inform you of a problem that needed to be solved, you said ‘I can’t talk now, I’m busy getting ****** in Thailand’. With that said and done, I will address your completely fabricated review separately below:
In reference to the vet at Heathrow being a 'butcher' - the vet only conducted a simple health check which includes listening to vital organs and checking for parasites. At no point would Bully's claws have been caused to bleed because they did not touch them. It is not routine.
We took excellent care of Bully and have videos and photos of him prior to departure - he was perfectly calm, healthy and happy. If he was not then the vet at Heathrow would not have signed him as fit to travel.
If you would like to address this with me at any time, I will always be available for a phone call.
Wishing you and Bully the best in Thailand,
Alex
Tailwings helped us manage the processes of importing at the HARC, London. The entire communication was seamless and the handling of the pet was extremely professional.
We are highly satisfied with our decision in going with TailWings and I will recommend them to everyone who are bringing their pets to the UK.
Tailwings Pet Travel were the best and easiest part of moving our cat across continents! We encountered issues dealing with the other companies we used for the many different parts of the journey, but not one issue with Tailwings. Tailwings (Sarah specifically) were really communicative, reassuring and informative - and really helped us feel safe about how our precious cat was being treated and handled. Very highly recommend!!
Everything went well on our military orders back to the US. Communication was key as we had to coordinate heavily with other parties to make sure we met our move deadline. What really helped was TailWings picked up Major a few days before we left so that we could move to a temporary lodging to have our house inspected. Would definitely recommend.
Sorry for taking so long to write this! TailWings were amazing when we needed to relocate fast to Raleigh in the US as my partner received a job offer we couldn’t refuse! They organised everything within 2 days of our first phone call. Maple & Syrup did really well in their crates, I expected my cats to be upset with me at the other end but they were very relaxed and just got used to new smells/surroundings after a while.
I had the pleasure of dealing with Tailwings in December 2021. Sarah was an outstanding representative of the company and made sure I was in the loop throughout the time my pets were in the care of Tailwings. From the second they were transferred, to HARC, Sarah was in comms with me and stayed in touch until they were handed over to my husband a few hours later. Sarah was transparent with all the charges and forewarned me of any potential extra charges (such as after hours fees). The Team who delivered our pets were professional and took great with our dogs. I would definitely use Tailwings for my pet travel needs again and again.
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