Information and FAQ

The answers to the most frequently asked questions

Why does an airline refuse to fly pets when it is too hot or cold?


For the wellbeing of animals airlines do not allow for them to travel in case of extreme weather conditions. In every or any step of the trip (flight, transit or waiting) temperatures must not be above 29°C (84°F) or below 7°C (45°F) except for low temperature acclimation animals who must have a medical certificate from a vet. Airlines do not accept any animal below -5°C (20°F). As far as brachycephalic breeds (snub nose) the temperature must not be above 24°C (75°F).

Microchip on your pet:


If you are traveling with your pet it is mandatory in many countries to have her/him microchipped. It allows veterinary officials to match your pet to the documents you have presented. Also many countries require a microchip for dogs and cats to enter.

Export Documentation for your Pet:


Most countries have specific pet importation requirements. Some destinations require an Import Licence or Import Permit, blood tests, specific vaccination dates, timed veterinary inspection, transit permits, consulate approval of the documents prior to departure, etc. Also, a veterinary visit is required by the airline for the Fit-to-Fly certificate. As specialists in this matter, we can guide you to obtain the necessary papers.

Can I leave a toy in the kennel with my dog?


In order to avoid injury of any kind to your pet and allow her/him to enjoy a safe flight all collars, leads, clothing and toys must be removed before they are settled into the kennel.

Can my cat travel in the cabin with me?


Small dogs and cats may be allowed to travel in the cabin depending on airline policy. Cats and dogs, though, travel better in the cargo area because it is quieter and they can rest better in a dark environment.

How can I get my pet ready for the flight?


In order to prepare your pet you should reduce the quantity of food a day before but continue giving plenty of water. You should take your dog for a walk before check-in. A light meal 6 hours before departure will help your pet to relax and it is a legal requirement worldwide.

Can I track my pet’s trip?


You can track your pet’s flight status on the airline’s website. But the best way is to get information from our personnel. We will inform you when we have delivered your pet to the airline, confirmation of departure and of arrival.

Can I sedate my pet?


Absolutely not. IATA (International Air Transport Association) discourages the use of sedatives or tranquilizers on pets that need to be transported in the cabin or in the cargo hold of airplanes because of the possible side effects that could happen during the flight. Side effects such as: cardiac arrhythmia, hypotension, central nervous system depression and convulsions.

Furthermore, pets can lose their capacity to sit or stand in an erect position and their sense of balance, which can lead them to assume an incorrect posture that could block their breathing.

Why can’t my cat/dog travel in the cabin with me?


Unfortunately not all airlines allow for pets to travel in the cabin or as excess baggage. For more information regarding these services you can contact the airline directly through their client services and book through them.

Where do pets travel?


Pets travel in the cargo hold as “Special Cargo” on passenger/cargo flights. The kennel is loaded in a section of the cargo hold that is pressurized, ventilated, silent, climatized and separate from baggage or general cargo. The cargo hold is a safe space, constructed and organized to guarantee the best flight conditions for pets.
People are not allowed in the cargo hold.

My pets’ trip will be very long, will he/she stay inside the kennel for the whole time?


For the security of your pets and of the airline staff, pets are not allowed outside of their kennels, except before/after long flights for physiological needs or during layovers.

Can pets eat and drink during the flight?


Giving pets food before their trip is not recommended, as this could make them feel sick, but all staff that comes into contact with the pet will make sure he/she always has water.

Pets who have a layover will be fed. Any indication of allergies or preferences from the owner will be written on the pet’s documents.

Are the kennels safe?


The choice of kennels is regulated by IATA (International Air and Transport Association) and by airlines, and only IATA approved kennels are admitted on board. For special or big pets, custom wooden kennels are built following precise instructions.

Can we activate an insurance policy for our pet?


Unfortunately airlines to not offer an insurance policy on pets during the trip: this means that any liability for any damage to animals (including death) is declined by the airline as specified on the transport document (AWB).

What clients can do privately is look for an insurance agency that offers policies for pets.

What happens during the layover?


During the layover pets are taken to a dedicated area (Animal Lounge) where they will be taken out of their kennels and into a bigger space where they can go potty. In some cases, where possible, they can also be taken for a short walk. They will be given food and water and if they need medicines these will be given to them by a vet as per instructions of the treating vet. (NB: not all airlines agree to administering medicines)

Is there something we can do to make our pets’ trip less stressful?


Of course. We advise owners to:

- Start to accustom the dog to the presence and then to being in the kennel weeks/months before the trip. The goal is to make the kennel a comfortable and positive place for the pet, ensuring a more peaceful journey.
Note: fear of kennels, with consequent desire to break free from it is the main cause of injuries.

- Place a t-shirt/piece of fabric/light blanket with the owner’s smell inside the kennel (if the airline allows it).
Note: objects such as toys and ropes are NOT allowed inside the kennel for security reasons. Please ask one of our agents what can be placed inside the kennel.

- Be calm in the days that precede the departure and on the day of departure. Pets can sense our emotions and might get agitated.

- Before coming to the airport, ensure your dog has had a long walk in the open air

- Do NOT give pets tranquilizers or sleeping medicines. These can be dangerous for the pets’ health and life.