Important Pet Travel Update
Coronavirus (COVID-19) Travel Update
Due to the current situation, we have been experiencing a high volume of phone calls, which is resulting in longer than usual hold times. Jetpets would like to thank you for your understanding, patience and support during this unprecedented time.
Our customer service hours are as follows:
Monday – Friday 9am – 5pm AEST
If you have an urgent matter in relation to a pet that is in transit after office hours, please call 1300 668 309 and hold for our emergency contact phone number.
In light of the current Coronavirus situation, Jetpets want to assure our customers we are doing our very best to assist and support you, and most importantly, your furbaby, through this unprecedented and challenging time. For over 28 years our number one priority continues to be ensuring animal welfare and servicing our customers as our highest priorities.
Due to a number of airline and government restrictions, international and domestic pet travel availability is limited.
We are monitoring this situation daily and our team is working diligently to source options across the network as they become available. We understand the potential impact this will have on pets and their families who are intending to travel during this time and we extend our sincerest apologies for the disruption to your travel plans.
As this situation is unprecedented and beyond our direct control, your patience and understanding is very much appreciated. This is an extremely challenging time that we are all facing on a global level, however, we have confidence that we will weather the storm and resume full services in the near future.
We have listed below some Frequently Asked Questions that might be helpful in the current environment we are navigating.
FAQs – Pet Travel Update
Q: What if I have a travel date set for my pet to travel overseas that is during the airline travel restriction?
Firstly, we would like you to know that Jetpets have been working tirelessly behind the scenes to see if there are any available travel options for your pet through alternative airlines and routes taking, into account all airline and government regulations.
Jetpets will be in contact with you if you haven’t already heard from us either via email or phone. We are prioritising calls to our customers in order of the travel date of your pet in order to talk to you about what options are available.
Q: What if my pet can’t travel due to the current restrictions?
A Jetpets consultant will discuss with you the options available and this may include:
- Postponing your pet’s travel date or
- Cancelling your pet’s travel date until further notice
Jetpets will be able to help facilitate both of these options for you.
Q: What if I am already overseas and I don’t have anyone to look after my pet for me whilst travel is delayed?
Jetpets can discuss several pet accommodation options for you to consider. We have long standing relationships with pet accommodation facilities who we can recommend, and we will be able to organise this for you at your request to ensure the health, safety and comfort of your pet until they are able to travel again.
Q: What if I would like a quote to move my pet overseas in the near future?
With the current situation we would ask that you email us you and your pet/s details, where you would like your pet to travel from and to and your preferred date of travel (for later in the year). We will be in contact with you once the airlines have advised that they can transport pets again. We will send regular updates to our customers to ensure you are informed of the developments and when we are able to provide with a quote as soon as we know more.
Please send your details to firstname.lastname@example.org and we will keep your information on file.
Q: Can I make a new booking for interstate travel?
Due to COVID-19, Virgin and Qantas are running on a limited schedule and most of their services that are running are prioritizing essentials such as medicine and perishables. Domestic flights are very limited for pets. The best thing to do is to register your details here https://www.jetpets.com.au/interstate-pettravel/request-a-quote/
Our team is monitoring our enquiries and will be in touch when a flight opening for your requested pet travel route becomes available.
Q: What happens if I have an existing booking?
Jetpets will be in contact with you and prioritising calls to customers in order of the travel date to discuss what options may be available.
Jetpets are working diligently to try and accommodate all existing bookings as best we can, given the limited flight options from our airline partners. We are working with the airlines and authorities to see what we can practically do, however, there are many flight cancellations which is proving very difficult to move and re-arrange.
For the most up to date information, please call our friendly pet travel consultants on 1300 668 309.
Q: How long will flight disruptions be in place for?
The Federal and State Government will ultimately decide on the regulations required to ensure our safety and well-being. Jetpets will work with all of the relevant authorities and conform to their advice, procedures and directions. Jetpets will ensure we keep you informed as the situation develops.
If you would like to see any of the current general health and travel alerts then you can find them here:
Further up-to-date information on COVID19 is available on the Department of Health website https://www.health.gov.au and the latest travel advice is available from https://www.smartraveller.gov.au/news-and-updates/coronavirus-covid-19
For specific airline announcements you will need to go to the website of the airline you would like the announcement for.