IAGCargo Reviews 29

Utter garbage of a company. Fresh product import taking over 15hrs just to check in. This is at Heathrow T5.
We import using other airlines and in maximum 5-6 hours our agent is already collecting the produce.
Sort you act out quickly.

My experience with IAG Cargo has been deeply frustrating . Despite multiple attempts to contact support team for assistance, I have been met with no responses at all . There has been a complete lack of accountability, no timely updates, and no sense of urgency in locating my package.

Worst customer service I have ever experienced. I called them and emailed them to try get set up as a customer to pay for a shipment arriving into Dublin airport. Was bounced around numerous departments by phone. Then after they finally supplied forms, I completed them straight away and returned them by email. Over the space of 4 weeks I emailed them daily to try get set up to pay, only received 1 or 2 replied. Never was set up and lost the job I was working on importing. Would give 0 stars if possible.

Quoted me more than double of what I received elsewhere. Was going to travel from LHR to SEA. Luckily I found a different company for my pet that was much better. Staff were not very helpful. It seems they think there's a Monopoly on air cargo with BA. I'd rather fly my pet elsewhere and pick them up for those prices.

Here’s a strongly worded negative review you can use or adapt:

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Absolutely the worst cargo experience I've ever had. IAG Cargo is a complete disaster from start to finish. My package went missing, and their so-called "customer support" has been utterly useless. No one seems to know anything — every call or email is met with vague responses or total silence. It’s shocking how little accountability there is. There's no sense of urgency, no timely updates, and zero customer focus. They don’t care that your shipment is delayed or missing, and they certainly don’t care about resolving the issue. Avoid IAG Cargo at all costs — you’ll be left stressed, frustrated, and empty-handed.

THERE SHOULD BE LEGAL ACTION AGAINST THIS TEAM

THIS MAN DOSENT KNOW CUSTOMER SERVICE . ASKING ME TO GRAB PEN FROM ANOTHER TABLE . KNOCKING ON WINDOWS CALLING ME TO DO PAYMENTS IN SUCH A RUDE BEHAVIOUR LIKE HE IS BOSS ON ME . HE SHOULD NOT BE ON FRONT DESK JOB .
ITS BEEN 2 YEAR I AM COMING TO IAG CARGO EVERY THEN AND NOW . THIS IS FIRST TIME I DELT WITH THIS GUY AT HEATHROW . GOT MY BOOKING DONE AT 5:29am 01/03/2025. PLEASE MAKE SURE WHO DID THIS BOOKING FOR IDEAL AND TEACH HIM SOME SPEAKING SKILLS.

VERY BAD EXPERIENCE 👎🏻

Far too much detail needed just for a quote.
Why do you need postcodes?
Phone numbers?
All you need is both airports and type of pet and either a small medium or large crate.
You should be able to give rough costs so that we have an idea. We don't need a detailed breakdown.
If you said its around 300-400 for a large dog then it gives us something to go on.
Also why fo you need to give all our details to a third party?
You don't.

Poor communication. Never told me the crate for my dog couldn't be metal ?? I emailed them like 5 times asking for a drop off time and they didn't get back to me until the last minute. Absolutely terrible service.

Hello to all who are Shipping your pets from the USA to Europe .DO NOT USE IAG Cargo, at least out of the Boston area.
Let's start with there lack of honest communication. I started the process of shipping our Rabbit to France about 6 months prior to us moving there. They first quoted us 900$ which was doable. They talked about not being able to make the reservation untill 11 days. This is where the nightmare begins. At that point they stated that the price was $2150!! They Never communicated that I needed to get a broker in France until 3 days prior to our move, in addition to there service. That was very stressfull three days before our move. Then after speaking with our french broker I found out by asking a lot of questions that our pet would not be traveling on the same plane with us from London to Paris!! They never communicated that to us!! (By the way Goldenway International Pets are amazing.) I had perpously booked a 4 hour layover thinking that would be good! After finding out that he wasn't on our flight I called IAG and thay said it needed to be a 5 hour layover. This was never communicated!! They said they couldn't do anything for us. Ok we came in at 1:30 our pet 3:30. Wait I get ahead of myself! Let's talk about there inability to get the paperwork right! The way fare bill was suppose to be in the Goldenway International Pets so they could retrieve him at custom at CDG. Their reps asked repeatedly for this never to have it sent!! We spent the four hour layover figuring out how to fix this. Ending up writing a hand written power of attorney over to Goldenway. IAG was then responsible for getting our pet to the right place for our brokers to get him. Now remember he landed at 3:30 we all had it figured that by 6:30 Goldenway could retrieve him. IGA couldn't give anyone an honest response of where he was. Goldenway finally used there influence to find out where he was and go and retrieve them but THIS WAS AT 9:45 AT NIGHT!! IAG also told us that no one would be unlocking our pets crate. We had given him enough food and water. It was obviously that they had been in his crate and gave him things he shouldn't been given!! I can not tell you enough find a different pet shippers!!!!!

Don’t ship your pets with them! My pet was injured and NOBODY informed me! They could’ve helped her but they chose not to. To make it worse they take no accountability! Thousands of dollars in damages and not a care in the world from this company!!!! AVOID.

No matter how many times we complain, they just don't care. This is just a garbage company and don't book your valuable cargo with these fraudsters if you don't want to get disappointed. We had a shipment from Germany and it was stranded at London for 1 week. We have tried calling and mailing them. No one ever responded to our mails and the reply we got from their customer service team over phone was hilarious. This is the worst company I have ever seen in my 14 years of my career.

One of the worst company ever we have seen. They just keep on rolling the cargo to next flights.. and it's now 9 times they have rolled. Must Ignore this garbage COMPANY IAG CARGO who operate BA cargo. Staff keep lying and don't have any right information. Avoid at all cost if you don't want to be disappointed!!

What everyone else has said. Utterly appalling. This company shouldn't be in charge of carrying animals for BA, or take care of any animal. BA need to
review this . BA, sort yourselves and your contractors out.

Incredibly unprofessional. Refused to confirm my booking after numerous emails. I bought the specified crate and even moved my flight to accommodate their demands, only to be told that “maybe” they would fly my pet. This whole situation is stressful enough without that. I’ll take my money elsewhere, thanks.

To call them appalling is too good as they are simply
useless. They work through 'partners' in each country and we wrote to them in many countries with zero response. And their site is so poor that you have no recourse except to use their official 'inquiry' form, no live chat, no number to call or email, literally nothing unlike all normal pet transport companies. It may be a blessing in disguise that they don't even respond, as judging from their behavior and the other reviews we shudder to think what they would have done with our pet. The only problem is BA has handed them the monopoly on pet flights to the uk, maybe the monopoly is why they don't even need to try.

Absolutely disgusting service. Rude unhelpfull staff at vancouver. All the paperwork they send useless. Just one leaflet broken down into pages.
On arrival at airport guy said dog not coming on the plane due to crate not having bolts. On asking for help he was rude leaving 50mins to deadline.
They useless. At heathrow pet had to stay overnight. They never feed her or give her meds. Disgusting. Her crate wastampered with they had drilled holes in it an wire mesh. No updates were she was no idea if she had landed.
Extortionate prices disgraceful service. I will be taking this further

BA PREMIA, toilet out of order, ridiculous, you spend hours here and not having access to toilets (🤮🤮🤮

After dealing with this company via email while trying to arrange my pets' travel, I would no longer trust them with shipping my pets. Total lack of communication and any professionalism is non existent. Emails were blunt, unhelpful, and answered by about 4 or 5 different individuals who had no idea what was going on with my original enquiry. I was supposed to leave with my pets in September and was told to book 13 days before departure. When I went to book I was told everything at the Reception Center was full, therefore I was forced to leave my pets with a family member. I attempted to reschedule to get them sent over to me multiple times and had to rearrange vet appointments various times because of this as well. The final straw was when I was told by a woman named Dorisa that my arrival date was approved by the Reception Center, yet when I went to book two weeks later, as I was told to do, that there was again no room and that they had no existing proof of my enquiry or booking. This was a blatant lie, as I used the same email thread consisting of about 40 emails between them and myself confirming my constant communication. I will be contacting British Airways to let them know that the cargo company they use is inept.

Have to agree with those commenting on the rude, abrasive staff. Traveling with pets is highly stressful for pets and owners, and you want competent people who care about what they're doing. I commented to the agent (which is now required at JFK) that I was worried about my cats in the heat because it was 85 degrees outside. He said that he'd recently had some cats shipped to JFK, and the IAG staff kept the carriers by the front desk, so "hopefully" the same people would be working. They weren't. It was over an hour after landing before I got over to the IAG warehouse, and my cats were still alone in the warehouse among all the other cargo, and I had to wait for a forklift operator to go get them. The woman at the front desk was rude and dismissive and acted as though I should know that I had to sit there and wait for her to process the paperwork (even though the cats had been cleared and paid for), along with her surly attitude. She ignored me when I asked why the cats hadn't been brought out of the warehouse. Her coworker came in and started laughing and cursing while making fun of another customer who was looking for her dog.

There should be a different procedure for live animals than for crates of whatever else. My animals would have been better off just being deposited next to the baggage claim like they did a couple of years ago. Instead, I had to wait for these rude minimum wage employees to grudgingly do their jobs.

DO NOT rely on them to ship your pet to the UK. For whatever reason they will only book pet tickets 13 days out, when the animal reception centre in London books out farther in advance. This results in them telling you 'oh we will be able to book your pet's ticket as long as you contact us 13 days out' and then telling you at the last minute that the animal reception centre is full and that it's 'not their fault'. Terrible company, would, give it 0 stars if I could.