Dogtainers
- ✓ Verified company
916 reviews · Statistics
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- Early (26)
- On Time (471)
- Late (18)
- Unacceptably Late (7)
- Never Arrived (9)
- Never Collected (9)
Reviews
Amazing Service !!!
Emma with the dog tainers crew was amazing with helping us get our girl from Canada. Was always informative and kept us in the loop every step of the way couldn’t recommend them enough!!! Emma also made sure we were in contact with as many of the travel agents as possible so we could check on our girl through her travels. We had photos and updates every step of the way! Highly recommend!!!
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Happy flyers
I have used Dogtainers 4 times to fly my beautiful Russian Blue cats interstate and home. From the time of booking, to the pick up and flight( even contacted to say the flight was cancelled and they were taking them back to their premises for day, so they could let them out and wander) to the time I have picked them up at the other end. I have been kept informed every step of the way. Can’t recommend them highly enough. Will be using them again, when it’s time for the girls to fly again. Thank you Dogtainers!
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Great service
We transported our dog from Hong Kong to Australia and Dogtainers arranged his move from quarantine in Melbourne to Coolangatta. Everything went smoothly and there was sufficient proactive communication.
We were very happy with their service and would recommend them to anyone moving pets around Australia
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DO NOT USE Dogtainers Pet Transport!
Transported my two cats with Dogtainers from Hobart to Cairns.
Absolutely disgusting communication and treatment of my cats.
Their transit flight was cancelled and accommodated overnight at an unknown address and of which no one could contact me as they were left alone for over 10 hour un fed.
The after hours contact [Name Removed] would only communicate by text and when she finally answered me “I’m trying to get some sleep!” was her professional response to the concern for welfare of my beloved pet cats.
They arrived in Cairns the next day and delivered to me by [Name Removed] staff. Covered in their own feaces and dripping wet.
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Thanks. Finally a company that responds when they say they will.
Thanks Dogtainers. From first contact to delivery of pups I was impressed with their commitment to communicate answering all my questions. (Even phoning me). Would definitely use their services again.
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Huge thanks!
We are so grateful for the support received from Dogtainers. Emma was always ready to provide update and information about all the procedures and steps! Really appreciate!!
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Great company....I recommend without hesitation
We use Dogtainers regularly to fly our cocker spaniel back and forth between NZ and Australia and could not speak highly enough about this company. The team, attention to detail, and care for our pet is spot on.
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Amazing service and support ….
Through out the international relocation process. Highly recommend their services.
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Dogtainers is the company to trust your pet with!
We moved our dog to Australia from Canada and Dogtainers was the company that imported her - they were efficient and friendly when corresponding. When we had to move back to Canada unexpectedly, Dogtainers exported our senior lady with care and compassion. They were a great team to work with answering all our concerns and making sure that what we had asked for was confirmed.
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amazing agent!
If there were the possibility to award more than 5 stars, I would gladly do so. I had been attempting to bring my beloved dog to Australia for a year, and I had contacted numerous agencies (in Italy, as the journey had to commence from there). Unfortunately, all I received were discouraging responses, with many claiming it was impossible or simply ceasing communication when faced with the specific challenges of my case.
The Dogtainers Agent, however, not only found a solution to a journey that had seemed insurmountable to everyone else but als
Awesome service. Laena Nevett was simply fantastic.
The whole process was great and took all the stress out of transporting my 2 dogs.
Laena Nevett was sensational. Professional, friendly and she followed up on everything, keeping me informed and made the whole experience stress free.
Whilst everyone I dealt with was great, Laena Nevett was a stand out. A a real asset to your business.
Dogtainers were incredibly helpful and reliable.
Dogtainers were incredibly helpful and reliable.
It was a stressful process getting our dog Otto ready to travel from UK to Australia, however Dogtainers were there to help us every step of the way. They ensured everything was done thoroughly and accurately and meant we could collect our dog from quarantine as quickly as possible. Would highly recommend!
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Took the stress out of our dog's travel to Australia
Emma at Dogtainers managed our dog's importation to Australia (from Israel).
It was always going to be a challenging process due to the fact that our dog is from a snub-nosed breed (Pekingese), meaning he had to take two 15-hour flights (TLV-LAX; LAX-MEL) with airlines that would accept him, in addition to Australia's strict quarantine requirements.
Emma showed complete attention to detail, professionalism, and dedication to the job throughout this lengthy and complicated process. She was always available and happy to answer our many question
... Read mores. She also worked closely with a pet transport provider at the Israeli end to ensure everything went smoothly with the export and travel phase of the journey. In the end, our dog reached Australia and was released from quarantine on schedule and without any problems - thanks in large part to Emma and the team at Dogtainers. Dogtainers' assistance took a lot of the stress out of this process for us. I'd happily recommend them to anyone transporting a pet to Australia.
Thank you
Really happy with my recent experience with Dogtainers. Ben's organisation and communication was great, and really appreciated, especially as I'd never had to organise a pet transfer before. It definitely took a lot of the stress out of transporting a brachycephalic puppy from Sydney to Perth. Thank you again :-)
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Disorganised and will heap expenses on you at the last minute
We were quoted a price and upon booking the agent advised me made a mistake and it will be an extra $300 to have my pets transported, then services to transport were neglected which caused harm to a 3rd party and the animals which incurred me with further expenses and loss. I have made a complaint and they have ignored me.
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Hi Milly,
We take this matter very seriously, and we apologise for any inconvenience this may have caused. We have your contact details and will be emailing you privately to gather more information a
... Read morend investigate this issue thoroughly. Your feedback is essential in helping us improve our services, and we are committed to resolving this matter.Questions & Answers
I am a breeder in Bulli NSW wanting to send a 10 week old puppy Mini Groodle to Balina, or if thats not possible to Brisbane. Can you please advise price and also hire of crate. Do you pick up from Bulli NSW and drop off at the airport where new owner will pick up. Please call me asap on 0414682409,
Thanking you,
Amber Kay
How long does it take for dogtainers to quote trips? I purchased a new puppy on Sunday and the breeder submitted a quote that day. She is still waiting to get a quote back? The puppy is ready to go any day/time from Qld to melb.
Hi Kate it usually takes 3 days as they are extremely busy, i would give them a call and explain your situation there staff are very helpful, there's also a bit of a wait for flights as well but hopefully you will get one hopped this helps all the best with your new puppy.
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Details
About Dogtainers
Dogtainers is a pet courier service operating from Australia, with offices in 12 major Australian cities. They transport all kinds of animals, from dogs and cats to reptiles and birds - and even fish.
Their services include:
- Domestic and international pet transport
- Pet transport import services
- Crate hire
- Global pet travel
- Pet travel breeders
- Zoo transport
- Pets from quarantine
They follow protocols laid out by the International Air Transport Association’s Live Animals Regulations, which cover areas like crate specifications, airline and airport rerstrictions, and safe and human travelling conditions.
Dogtainers has over 50 years of experience transporting pets across Australia and the world. The company works with Qantas, Virgin Australia, Air New Zealand, United Airlines, Singapore Airlines, Emirates, Cathay Pacific, and more, so chances are they’ll be able to accommodate your relocation needs.
Points of praise:
- Most reviewers found that the team at Dogtainers were highly organised. They said that staff were completely on top of border closures and the necessary paperwork to transport their pets, and were very competent at keeping up with changing circumstances caused by the pandemic.
- Reviewers greatly appreciated how thoroughly they were kept informed throughout the whole process of transporting their animal. They said that they were kept updated with changing travel regulations as well as given regular updates (including photos) of their furry (or feathery or scaly) friend during their animal’s trip.
- Overall, reviewers said that their pet got from A to B safely and were happy and healthy when they were reunited with their owner. They noted that the service was reliable, and that they’d recommend Dogtainers and use them again.
| Category | Couriers |
|---|---|
| Services | International, Interstate, Pet Transport and Same Day |
| Business Plans | No |
Contact info for Dogtainers
| Mon | 7:30 am - 6:30 pm |
|---|---|
| Tue | 7:30 am - 6:30 pm |
| Wed | 7:30 am - 6:30 pm |
| Thu | 7:30 am - 6:30 pm |
| Fri | 7:30 am - 6:30 pm |
| Sat | 8:00 am - 12:00 pm |
| Sun | Closed |
- ABN: 78134538739
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In response to allegations:
11th November:
... Read more 13:30: Dogtainers were notified by Virgin freight the Melbourne to Cairns flight was cancelled and rebooked. 13:45: Dogtainers picked up Cats from Virgin Freight 14:19: Client called • Consultant advised that the cats were brought back to Dogtainers Melbourne office. Client asked if we could please get cats on Qantas flight with them. 14:45: Dogtainers called. • Consultant advised Client that due to timing of flights we had missed the cut off to get the cats on the Qantas. No other option other than to keep cats overnight at Dogtainers Melbourne. • Client asked Dogtainers to come and get sedatives (per our website, Dogtainers do not recommend or support the use of sedatives) • Client asked Dogtainers to facetime her cats. • Consultant advised that she wasn’t sure as this is not normal procedure but would refer to her supervisor. • Consultant advised that she had photos of cats to send through. 14:51: Client called. • Consultant advised that we would not be able to facetime. • Consultant advised that cats were in the cattery: “They are at the in the office in the cattery area. So, they are in enclosures with a little tray of water, and they will feed them. They normally feed them at around five to six at night. So, they'll do that tonight. “ • Client asked for more photos when cats were fed. • Client asked about sedation, Consultant advised that we cannot administer sedatives as per airline and animal welfare regulations. 14:53: Text messaging • First Photos sent to Client of cats in Cattery. • Client asked where cats were staying. • Consultant advised Dogtainers Melbourne office. • Client asked if cats could be put together with their own blankets. • Consultant advised that she contacted the Melbourne operations manager of the request. • Consultant advised that blankets were removed from crates as they were soiled with faeces blankets were replaced by vet bedding by Dogtainers. 15:15 Driver returned to office to put cats together and take additional photos. Text messaging continues. • Consultant sent photo update to Client. • Client asked if someone could update later. • (Consultant advised the operations team of request) • Client asked where cats were staying. • Consultant advised cats staying at Dogtainers Melbourne • Client concerned cats would be hungry. • Consultant advised offices are set up as catteries and cat would be fed dinner later on. 18:56 Text message • Client asked for an update. 20:47 Text message • Consultant advised they had messaged the operations manager with Client’s request. • Client asked that the person with cats could contact ASAP. • Client Voiced displeasure and asked to speak to a manager. • Client demanded to see where cats were staying and speak to person on site. • Consultant advised that there was no one on site at office due to time (10pm DST). • Consultant confirmed that cats were safe and secure. • Consultant advised that team are all animal lovers with a wide range of experience. • Consultant advised that an update would be available in the morning. • Consultant provided an email address to Client to make a complaint. • Client stated they had asked for specific contact. • Client stated that paperwork stated cats would be staying in professional place and voice concerns about lack of food and litter. • Client demanded that a manager call urgently. • Client demanded that Consultant call right now. • Consultant apologised and stated they were trying to contact management but advised that they were unsuccessful due to the time of night (9pm AEST). • Client demanded manager number. • Client advised they were calling the police. 21:00 Facebook messenger • Client sent: "Someone please call me urgently regarding my two cats who are supposed to be in your care!! I am not happy." • Dogtainers replied: "Hi Jolee, if you call 1300135252 or 0438158880 you will get through on our after hours line. Please let me know if you have trouble getting in contact with a staff member." 21:00 Facebook • Client commented on Facebook post "Someone call me urgently! I am disgusted. Where are my two cats!!!!" • Dogtainers responded "Jolee James I have replied to your message." 21:07 Dogtainers Domestic Team Leader called. • Client demanded Consultant be fired. • Client voiced displeasure over Consultant stating she needed to get some sleep • Client voiced concern "I saw them in separate cages with no food or water or anything." • Team Lead advised that cats were in catteries at Dogtainers Melbourne office and guaranteed that they would have food and water with them. • Client advised they had been waiting for person on site to contact them. • Team Lead advised that operations team are not able to contact Clients directly. • Team Lead confirmed the cats did not make the original flight due to cancellation. Dogtainers replanned flight and were overnighting cat to fly them next morning. • Client advised cat were extremely stressed stated that having the person on site contact them is not hard. • Team Lead advised again that operations team (drivers) do not call Clients direct. • Client questioned drivers were not experienced like animal handlers. • Team Lead advised they are experienced animal handlers and drivers. It's not within their role to call customers. • Client stated that no one had contacted and that cats were forced to stay overnight. • Team Lead confirmed they would be staying and assured that they would be safe. • Client asked for address of Dogtainers Melbourne. • Team Lead advised that they would have to look that up address as they are based in Brisbane. • Client stated, "So you don't even know where they are." • Team Lead stated, "They're in Melbourne. They're at our Dogtainers Melbourne office. But I'm based in Brisbane, so I don't know the address off the top of my head." • Client asked who the next manager in line was. • Team Lead advised Paul, General Manager. • Client requested to speak to General Manager. • Team Lead again assured cats were fine, advised not going to be able to get through to general manager tonight. • Client stated "Well, from your tone, you sound like you don't give an absolute damn about my cats." • Team Lead stated "That is not true. Unfortunately, the flights were cancelled. This happens in pet transport. Flights get cancelled all the time. Unfortunately, when they do get cancelled, there are other plans that we have in place to be able to accommodate when these things happen. " • Client stated they wanted a phone call in the morning. • Team Lead advised they would ask operations team for update. • Client questioned what other animals are with the cats. • Team Lead advised that only cats are in the catteries. • Client asked how long cats would be alone. • Team Lead advised approximately 8 hours. • Team Lead advised that kennels and catteries have cameras for safety. • Client again stated they wanted a phone call in the morning. • Team Lead advised an update would be provided in the morning. • Client stated "Right? Anything happens to those cats; I will sue, and I will make an absolute media outcry over this. This is unacceptable treatment. And that person who I was dealing with, she needs to be fired. Okay. Totally unacceptable. I want an update in the morning”. • Team Lead advised that an update would be sent through in the morning. 12th November: 06:33 Text Messaging • Consultant sent through 2 photos of cats in crates. Advised that cats were lodged ready for flight. 10:15 Text Messaging • Client asked where collection from airport was. 11:26 Text Messaging • Consultant apologised for delay and advised collection was from Virgin Freight in Cairns • Client stated: "I am disgusted. they are covered in feaces and wet”. • Consultant stated that they have advised Team Lead of Client message. • Client stated, "my lawyer will be contacting." 13th November • Client posted above review and angry reacted on several Facebook posts before being blocked by the business. 14th November • Client contacted General Manager by phone, wanting to discuss her claims of Dogtainers Animal Cruelty. General Manager advised that as she had threatened legal action, we would not be responding directly. As the Client has made claims in the public domain, the company has responded to the public audience in this regard. • Dogtainers General Manager spoke with the team at Cairns Freight shed regards the condition of the pets on arrival. Was informed that two team members had been involved in handling the cat’s arrival on Sunday morning. Both team members advised that the cats were not covered in faeces, and indeed, customer had removed one of the cats from the crate in the open car in the car park against safety advice from staff and given it a cuddle. The statement from the freight shed team stated that there was no smell or obvious visual evidence of the cats having soiled their crates during transit. • All in all, we note the customer was anxious about the cat’s travel. Flight cancellations are an unfortunate component of air travel that is beyond the control of the customer and the Dogtainers Team. The customers cats were securely housed in Dogtainers transit facility in Melbourne designed for this specific purpose, were fed, watered and provided with access to kitty litter and their crates cleaned in anticipation of the morning’s flights. The morning shift checked the welfare of the cats before securing them in their travel crates and lodging them for their flight from Melbourne to Cairns, which occurred as per plan. • Customer has stated on social media that they will seek legal advice and accused Dogtainers of animal cruelty, which is slander, and which Dogtainers plans to vigorously defend. • Photos were provided to the Client and would be posted here if the site allowed. • This information is provided as facts to this complaint and are provided as such. Dogtainers pride ourselves on our superb animal welfare standards.