PetSafe customer pre-travel information

Transcription

1 PetSafe customer pre-travel information Our team s highest priority is ensuring your pet s safety, comfort and well-being throughout its journey. This pre-travel packet describes the detailed planning needed to ensure a safe journey for your pet, explains how you can minimize the risks involved in pet travel and contains important information to help you make an informed decision on your pet s travel options. Thank you for choosing United PetSafe for your pet s travel. This packet is for informational purposes only and is not intended to amend or supplement the terms of your air waybill and either the U.S. Domestic Conditions of Contract (for an animal traveling within the U.S.) or the International Conditions of Contract (for an animal traveling, at least in part, outside the U.S.). Please consult those documents for the legal terms and conditions for your pet s travel. Page 1

2 Table of contents Travel considerations Age of your pet Overall health of your pet Sedation policy Flight length Temperature and environment Changes to planned travel Risk factors for certain breed types Animal embargoes and restrictions Restricted breeds and animal types Required documents U.S. travel documents International travel documents Personal identification documents Customer Acknowledgement Form instructions Customer Acknowledgement Form Crate selection and preparation Importance of travel crate acclimation Selecting an appropriate travel crate Reinforced crates (IATA CR82) Food and water container requirements Additional crate items Ensuring a safe and comfortable journey Feeding overview Comfort stop and kenneling overview Emergency veterinary support Additional information and resources Page 3 Page 3 Page 3 Page 3 Page 3 Page 3 Page 4 Page 4 Page 5 Page 5 Page 7 Page 7 Page 7 Page 7 Page 7 Page 8 Page 9 Page 9 Page 9 Page 12 Page 13 Page 13 Page 14 Page 14 Page 14 Page 14 Page 15 Page 2

3 Travel considerations PetSafe transports animals on our aircraft in pressurized, ventilated and climate-controlled compartments, and our staff is trained to handle animals with the utmost care. However, your pet will be seeing new people, experiencing different environments and in many cases will be confined to a crate for a longer time than ever before. In addition, certain breed and behavioral characteristics may adversely affect animals and add to their stress during travel. Like humans, animals react differently to stress and anxiety, so it is important to be aware of ways to reduce your pet s stress while traveling. If your pet reacts negatively to stress, or is not acclimated to an extended period of confinement in their crate, we recommend you delay your pet s travel until he or she is more effectively prepared. Age of your pet Older pets, as well as very young animals, are more sensitive to the effects of stress from travel conditions. We recommend you consult with your veterinarian about additional health screenings to assess the risk of injury or death during air travel to very young or old pets. Please note that puppies and kittens must be a minimum of 2 pounds or at least 10 weeks old to travel. Overall health of your pet Overweight animals or those with pre-existing health conditions are more likely to have a negative reaction to air travel. Please discuss your pet s travel plans with your veterinarian to ensure that your pet is fit to fly. Sedation policy United PetSafe does not accept animals who are or appear to have been sedated. Flight length The duration of the journey, including flight length and connections, can increase the stress level on your pet and put him or her at a higher risk for injury or death. In the best interest of your pet(s), PetSafe requires a comfort stop for all dogs and cats booked to travel on a route that involves two or more flights and exceeds a travel time of 12 hours. This does not apply to pets traveling only on a single non-stop flight segment, such as Los Angeles-Melbourne Comfort stops are completed at a designated kennel facility Customer will be charged applicable comfort stop fees based on connection city Temperature and environment PetSafe will also restrict pet travel to and from specific locations during extreme weather conditions. PetSafe uses climate-controlled vans at all major airports and many other locations, and keeps animals in holding areas within a temperature range of F. However, depending on the outside temperature and PetSafe s facility locations along the route, your pet may encounter temperature variations during their journey and / or be exposed to a noisy cargo warehouse environment while waiting to board their flight or be picked up at their destination. Some animals, such as short-nosed or hairless breeds, or old or very young animals, are more sensitive to these environmental changes and at greater risk for injury or death. Please consider these factors when you plan your pet s travel. Page 3

4 Travel considerations Changes to planned travel In many cases, animals are booked weeks or months in advance of the planned travel date. Operational adjustments, such as changes to aircraft type, flight schedules and routes, sometimes require pets to travel on a different itinerary from route originally booked. Risk factors for certain breed types While every pet is unique, there are specific physical attributes and characteristic behaviors common to certain breeds. In some cases, these factors require that special consideration is given to whether the pet is prepared to travel by air, the design of the travel crate, weather conditions along the route and other details. Specific breed types and the elevated risk factors associated with these breeds are listed below: Snub/short-nosed (brachycephalic) dog breeds, as well as cat breeds like Persians and Himalayans, have physical traits that make them more prone to breathing issues and heat stroke which can cause serious injury or death. These issues can be aggravated by high temperatures, humidity and stressful conditions. Be sure to consider the overall health, age and fitness level of your pet and discuss this issue with your veterinarian. Hairless animals, including certain cat and dog breeds, and Skinny or Baldwin Guinea Pigs, are sensitive to colder temperatures. This sensitivity should be considered when planning your pet s travel. Strong-jawed, powerful and muscular dog breeds can become bored or anxious during travel and attempt to escape from their crate causing their own injury or death. These breeds require a reinforced crate IATA Container Requirement #82 (CR82) to minimize the risk of injury or escape by chewing through their crate. Larger high-energy breeds, including Labrador and Golden Retrievers, as well as dogs with separation anxiety, have injured themselves trying to escape from a travel crate. The risk of injury or death is much higher if the dog is not properly acclimated to being confined to their crate. For increased safety, PetSafe recommends that you use a reinforced crate if your pet displays behaviors such as excessive chewing or clawing even after they are acclimated to a travel crate. Page 4

5 Animal embargoes and restrictions Restricted breeds and animal types These restrictions apply to purebreds and mixes of these breeds. Embargoed dog breeds: Short-nosed English Bulldogs French Bulldogs Old English Bulldogges Shorty bulls / Shorty bulldog Spanish Alano / Alano Espanol / Spanish bulldog Restricted dog breeds: Short-nosed American Bulldogs Boston Terriers Pugs: all types, including Dutch, Japanese, etc. Embargo details Adult dogs are not accepted for travel at any time Restriction details Adult dogs are not accepted for travel between May 15 - September 15 Travel conditions Embargo does not apply to puppies up to six months and less than 20 pounds Travel conditions Crate must be one size larger Ventilation required on all four sides September 16 - May 14: Animals accepted only if forecasted temperature on itinerary is 85 F or less Restrictions do not apply to puppies up to six months and less than 20 pounds Restricted dog breeds: Short-nosed Boxer Brussels Griffon English Toy Spaniel / Prince Charles Spaniel Japanese Chin Lhasa Apso Pekingese Shar-Pei / Chinese Shar-Pei Shih - Tzu Restriction details Applies to adult dogs of these breeds Travel conditions Crate must be one size larger Ventilation required on all four sides Restrictions do not apply to puppies up to six months and less than 20 pounds Page 5

6 Animal embargoes and restrictions Restricted dog breeds: Strong-jawed American Bully American Pit-Bull / Pit-Bull Terrier American Staffordshire Terrier / Amstaff Belgian Malinois Ca de Bou / Perro de Presa Mallorquin / Mallorquin Mastiff Cane Corso / Italian Mastiff Dogo Argentino Fila Brasiliero / Brazilian Mastiff / Cao de Fila Presa Canario / Perro de Presa Canario / Canary Mastiff Tosa / Tosa Ken / Tosa Inu / Japanese Mastiff / Japanese Tosa Restriction details Applies to adult dogs of these breeds Travel conditions IATA CR82 reinforced crate is required for travel Puppies up to six months old and less than 60 pounds do not require the CR82 reinforced crate For more details, visit content/travel/animals/kennel. aspx#reinforced-crates Other animal restrictions Restriction details Travel conditions Adult poultry (chickens) Continental Giant rabbits Piglets Non-human primates Sugar gliders Adult poultry will not be accepted by PetSafe at any time Continental Giant rabbits will not be accepted by PetSafe at any time Piglets less than eight weeks old will not be accepted by PetSafe at any time Applies to all non-human primates Heat restriction: not accepted between May 15 - September 15 N/A N/A Restrictions do not apply to piglets eight weeks or older Will only be transported within the 50 U.S. states to, from and between zoos and sanctuaries International shipping is not permitted Not accepted for shipping by the pet industry or between individuals September 16 - May 14: Animals are accepted only if forecasted temperature on itinerary is 85 F or less Restrictions are subject to change at United s discretion without notice. For more details on restrictions and current updates, please refer to: Page 6

7 Required documents U.S. travel documents Health certificates are required for all cats and dogs, and for all other animals where declared value coverage has been purchased. Health certificates must be issued by a veterinarian dated within 10 days of travel for both inbound and outbound flights. If the return flight occurs more than 10 days after the date your pet s health certificate was issued, a new health certificate is needed for the return flight. International travel documents Many countries have strict regulations regarding international pet travel. It s important that you plan ahead to obtain all required documents, such as heath certificates, import / export permits for international travel and applicable paperwork for customs brokers. Review all entry requirements for the animal s specific destination. The USDA pet travel website provides details for pet travel to and from the U.S. and most countries. It is important to note that certain breeds and animal types are not allowed into some countries. Customers should contact the destination country s embassy or consulate at least one month before departure to ensure all country-specific entry procedures are followed. It is strongly recommended that you discuss your pet s travel plans with a veterinarian, well in advance of travel, to ensure your pet will be in compliance with all pet import regulations. Personal identification documents Persons dropping off or picking up pets are required to present a valid, government-issued photo ID. Customer Acknowledgement Form instructions A completed and signed Customer Acknowledgement Form must be presented at the time your pet is dropped off for travel with PetSafe. The form summarizes the known risks of air travel for pets and the steps needed to prepare your pet for a safe journey. After you have reviewed the information in this packet, please print the Customer Acknowledgement Form on the next page of this packet or via a separate document. Review, complete and sign the form and bring it with you when you drop off your pet. Copies of this form are available at every PetSafe drop-off location for customers who do not have access to a printer. Page 7

8 Origin AWB / Journey #: For internal use only PetSafe Customer Acknowledgement Form The safety of your pet is the highest priority for United Airlines, Inc. ( United ) and our PetSafe program. Therefore, in addition to obtaining a valid health certificate, we require that you are familiar with the risks associated with pet air travel and confirm that you are willing to accept those risks, including those specific to certain breeds. We also require your confirmation that you have taken the necessary steps to prepare your pet for a safe travel experience. Please review this form carefully and enter your contact information. Alternatively, you may designate another person as the point of contact. The completed and signed form must be presented when your pet is dropped off for travel. When your pet travels, he or she will be exposed to new environments and will be restricted to a crate for an extended period of time. If your pet reacts negatively to stress or anxiety and/or is not acclimated to extended periods of confinement, we strongly recommend you delay your decision to transport your pet until he or she is better prepared for travel. To supplement the information you received at the time of booking, here are some, but not all, of the factors that can significantly raise the risk to your pet during travel. Risk factors associated with injury or death during pet travel Physical traits of certain dog breeds including snub-nosed such as bulldogs or strong-jawed such as pit bulls Effects of stress on older pets or pets in poor health Aggressive or anxious pets that may attempt escape Failure to familiarize and acclimate your pet to its crate prior to travel Effects of extreme temperatures Stress associated with a longer journey As a condition for accepting and shipping your pet, please confirm the following: I confirm that I have reviewed the information provided by the United PetSafe Team and I have taken the necessary steps to prepare my pet for travel as required by the PetSafe program. I confirm that my pet has been fully examined and approved for air travel by a licensed veterinarian and that my pet meets the requirements of the PetSafe program and applicable law. (Note: Exceptions may apply for Puerto Rico hurricane relief efforts.) I hereby authorize United Airlines to pursue emergency services for my pet if deemed necessary at any point during the journey. I hereby authorize United to fully investigate the cause of any ill health or abnormal condition resulting in injury or death, including performance of a necropsy, in the unlikely event these occur. I hereby authorize the following person as the single point of contact for United Airlines in the event of an emergency or for any updates or alerts regarding the transportation of this pet. I acknowledge that United Airlines is not responsible for contacting any other parties who may be involved. Contact Name: Phone #: Alternate Phone #: Address: Relationship to shipper on air waybill: My signature below certifies that I have read and understood the risks, requirements and recommendations provided by United. Print full name of pet owner or shipper Signature and date PetSafe Customer Information Sep 2017 Page 8 United PetSafe U.S.: International: petsafe@united.com

9 Crate selection and preparation Importance of travel crate acclimation To ensure your pet becomes accustomed to being in a crate designed for airline travel, which is different from a wire training or sleeping crate, it is EXTREMELY IMPORTANT that you obtain the crate as far in advance of travel as possible at least two or three weeks prior to your pet s travel. To reduce stress during travel, it is crucial that your pet is comfortable and feels secure in their crate. This process is called crate acclimation, and you should ask your veterinarian or a trainer, or conduct research online, for tips on how to acclimate your pet. Selecting an appropriate travel crate Pets traveling with United PetSafe must use an approved crate that complies with U.S. Department of Agriculture (USDA) regulations and International Air Transport Association (IATA) standards. The crate requirements below are based on these regulations and standards. Approved crates are available for purchase at many pet supply retailers in-store or online. It is important to note that while retailers may say a crate is airline approved, the crate must meet all the requirements listed below to be accepted for travel with PetSafe. Crates and carriers used for pets in the passenger cabin are typically not sturdy enough for PetSafe use. Crate must: Crate size Be large enough for your pet to move freely and stand with its head erect, to turn around and to lie down in a normal position Be tall enough to provide enough room for your pet to stand and sit without its head and ear tips touching the top Have an additional three inches of height clearance above the standard listed above when transporting your pet to and from any location outside the U.S. and Puerto Rico Be one crate size larger than would otherwise be necessary for brachycephalic or short-nosed dogs NOTE: Not all crate sizes will fit on all aircraft. Please see the standard crate type chart on united.com for more details. Page 9

10 Crate selection and preparation Crate construction Crate must: Be constructed of rigid plastic, wood or metal sturdy enough to resist bending when firm pressure is applied Have a solid roof with no doors or ventilation openings Have only one door made of metal which must close securely, yet allow animals to be accessible in the event of an emergency Have crate hardware that is secure and in good working condition Have a metal nut and bolt secured in each hole to connect the top and bottom of the crate these metal bolts often have a plastic cover grip, which is acceptable Have crate wheels removed, locked or firmly taped to prevent the crate from rolling while in transit Crate must not: Be constructed of firm plastic that will bend when pressure is applied Have door openings on top or have more than one door Be made entirely of cardboard, welded or wire mesh, wicker or other collapsible materials Have a plastic or fiberglass door Have side plastic latches, unless additional holes have been drilled and metal nuts and bolts have been added to secure the crate Crate must: Crate ventilation Have ventilation on three sides for travel within the 50 United States and Puerto Rico Have ventilation on four sides for travel to or from all other locations Have ventilation on four sides for crates for brachycephalic or short-nosed dog breeds to all destinations Crate limitations No crate may contain more than one adult dog or cat A crate may contain two puppies or kittens younger than six months, of comparable size, and weighing less than 20 pounds (9 kg.) each Crate size must allow the puppies or kittens to move about freely No crate may contain both dogs and cats (or puppies and kittens) Page 10

11 Crate selection and preparation Examples of acceptable crates Examples of unacceptable crates Page 11

12 Crate selection and preparation Reinforced crates (IATA CR82) Select dog breeds listed in the Animal embargoes and restrictions section require a reinforced crate that complies with specific international requirements (IATA Container Requirement #82). Reinforced crates (IATA CR82) Crate must: Be constructed of wood, metal, synthetic materials or weld or wire mesh materials that cannot be damaged by an animal biting or scratching Have only one door made of metal, heavy wire mesh or reinforced wood and must have a secure fastening that cannot be opened accidentally Comply with crate ventilation requirements on page 10 Crate must not: Contain plastic in any part of its construction Have ventilation openings wide enough to allow the animal s nose and paws to protrude outside the crate Examples of acceptable reinforced crates NOTE: Not all crate sizes will fit on all aircraft. Please see the standard crate type chart on united.com for more details. Page 12

13 Crate selection and preparation Food and water container requirements Two dishes or one divided dish must be firmly attached to the inside of the crate and accessible from the outside so the dishes can be filled without opening the door. Dishes must be sturdy, durable, commercially made and specifically designed to attach securely to the crate. Metal bowls are acceptable, provided that the bowl does not slide out of a ring. Examples of acceptable food / water containers Examples of unacceptable food / water containers Additional crate items Along with the required food and water containers, there are several additional items that pet owners may wish to include in or attach to their pet s crate. For the safety and comfort of your pet, items allowed and not allowed are specified below. Items allowed and not allowed Items allowed in or attached to crate: Up to 16 ounces of dry food, securely attached to top of crate, to be used for long itineraries and delays or diverted flights Drip-style water bottles as shown above Blankets, towels, beds or crate pads 3 inches thick or less Flat-style collars and leashes that are securely attached to top of crate or around the dog s neck Items NOT allowed in or attached to crate: Toys Bottled water, except for drip-style drinking water bottles as shown above Blankets, towels, beds or crate pads thicker than 3 inches Non flat-style collars, including shock collars, chokers, metal or loose-fitting types Any medication, including over-the-counter or prescription (United does not administer medications) Straw, hay or wood shavings, if the pet is traveling internationally Page 13

14 Ensuring a safe and comfortable journey IMPORTANT: Do not feed your pet in the two hours prior to flight departure, as a full stomach can cause discomfort for a traveling pet. We recommend that healthy, large breed adult dogs are not fed any later than four hours before their flight. This meal should be smaller than usual to avoid gastrointestinal distress or bloat during travel. Feeding overview PetSafe is required to attach a certification to the outside of the crate that states the last time the dog or cat was offered food and water. This certification must be signed by the customer and include any special feeding and watering instructions. This will help PetSafe provide proper care for your pet. Food and water dishes must be securely attached to the inside of the crate and must be accessible from the outside so they can be filled without opening the door. PetSafe provides food and water to pets based on USDA regulations and veterinary recommendations. Food and water is provided to puppies and kittens (8 to 16 weeks old) at least every 12 hours. Pets older than 16 weeks are fed every 24 hours and given water at least every 12 hours. When longer flights do not allow for feeding on schedule, pets are fed at the earliest opportunity after landing. Customer-provided food will be used by PetSafe kennel staff to feed pets, based on the length of the journey. If food is not provided by the customer, PetSafe s kennel facilities have food available and will feed pets at appropriate times. Our consulting veterinarian recommends that healthy, adult animals particularly large breed dogs should travel on an empty stomach to minimize gastrointestinal issues. Kennel staff will feed pets small amounts of food when necessary. Comfort stop and kenneling overview Comfort stops are required for all dogs and cats booked to travel on a route that involves two or more flights and exceeds a travel time of 12 hours. Depending on itinerary, you may choose to purchase an optional comfort stop for your pet. All animals are provided a well-being check to ensure there are no signs of distress or illness. Adult dogs are given an opportunity to relieve themselves. Soiled dog and cat crates are cleaned and pets are wiped or bathed, if needed. Soiled bedding is removed and discarded. Water / ice is replenished and pets are fed based on the travel schedule. Pets with overnight stays or lengthy delays are placed in secure kennels and fed accordingly. Emergency veterinary support PetSafe will seek veterinary treatment in the unlikely event of a pet becoming ill or injured while in our care. If in the course of this treatment, the consulting veterinarian determines that the diagnoses or conditions are not transit-related, such as pre-existing conditions, customers are responsible to reimburse United for the cost of veterinary care. Page 14

15 Additional information and resources Your pet must be fully checked in at the designated airport drop-off area no later than the minimum time before flight departure. To allow sufficient time to complete the check-in process, please arrive at least 30 minutes before the minimum time shown below. This helps to ensure your pet is boarded on his or her planned flight. Minimum times are: Flights within the continental U.S.: 2 hours Flights from the U.S. to international locations: 3 hours Flights originating outside the U.S. have local requirements that vary widely, so please contact PetSafe for more information. For more details or questions about PetSafe, visit united.com/petsafe or contact the experts at our PetSafe Service Center, who are available 24 hours a day, every day: petsafe@united.com Phone: (toll-free in U.S.) (outside the U.S.; regular call rates apply) (for shipments originating in Tokyo) PetSafe s Performance Guarantee provides a 100% refund of the shipping charges when animals do not travel as booked, if they are dropped off by the required time and meet all acceptance criteria. To request a refund according to the Performance Guarantee, please submit a claim request form. This information is intended to be a helpful resource in your pet travel planning. Your pet s individual needs and circumstances should always be fully considered and addressed by you and your professional pet adviser(s). The information contained herein is subject to change at United s discretion without notice. Please contact the PetSafe Service Center with any specific questions or concerns you may have. Thank you for choosing PetSafe. We look forward to providing your pet a safe and comfortable journey. Page 15