Dear ATA Members,
As professional animal shippers, we know you share United’s deep commitment to the safety and comfort of animals transported via air. Therefore, we want to share with you that we are conducting a thorough and systematic review of our PetSafe program to make improvements that will ensure the best possible experience for our customers and the animals that travel. To achieve this outcome, we will partner with independent experts in pet safety, comfort and travel.
While we conduct this review, effective immediately we will not accept any new PetSafe reservations. We expect to complete our review by May 1, 2018. We will honor any existing PetSafe reservations confirmed as of March 20, 2018, although we will assist any customer that wishes to cancel their reservation.
For animals and pets with confirmed reservations, our Airport Operations and PetSafe teams have taken immediate steps to improve our pet transportation process by adding additional layers of redundancies and checks to our process. This currently includes increased oversight by more senior airport leaders, additional levels of in-person confirmation of all animal boarding and de-boarding, and the addition of a third layer of verification before releasing the aircraft for departure. We will continue to explore other ways to improve our operation.
We apologize to you for the impact of our temporary suspension of new PetSafe bookings. As we know you agree, the health and wellbeing of all animals during transport is of the utmost importance.
Thank you as always for your support and your business.
Global Manager, Product Development & Marketing, PetSafe