Customer service varies on staff, but they are generally nice.

I've had a really bad experience picking up my animals there. The agent who was in charge of it was barely talking to us and most noticeably, forced us into signing the document attesting that our animals were in good shape and healthy WITHOUT us getting to see them. We told him at least 4 times that we wanted to se them before signing anything but he seemed reluctant. When you entrust someone with the task of taking care of your animals you expect at least some empathy and reassurance on behalf of the person you need to deal with.

They were extra vigilant when shipping my daughter's cat.

I've been using their service (import) over a year now on a weekly basis. Knowing when the shipment is ready for pick up is crucial for us. Thanks to their online tracking and mobile app it makes time management so much easier. Customer service at the front desks are always courteous and respectful. There were a few occasions where I needed to get a more precise volume cargo estimate they are always there to help. Please keep up with the good work! Please also consider accepting partnership (warehouse contract) with other airlines as you set a great example of what is great customer service, great cargo handling and great warehouse maintenance!

I was being horrendously dumb with my timing and had the gate close on me. The lady working at gate 73 on 6/21 flight to Denver was awesome and called in right away when I showed up and was able to prevent my baggage from being moved out and got me into the plane. I realize that I got lucky because I came in maybe a few minutes later, but also very grateful the lady didn’t stop from helping me out. Thank you Miss!!

The staff here are awesome! Very helpful and are willing to explain things to you in a way you understand when you need them to. The process of shipping or receiving is pretty straightforward and painless. The facility is laid out in a functional way. I did notice some times when staff are short handed and wait times can be long which is upsetting. The location is easy to find. Good security presence.