Latest Covid-19 Contact & Bookings update 6pm 03/04/2020

To put this in perspective we have had 4-5 staff working overtime for the past two weeks to respond to the large number of enquiries coming in but the list has simply become longer every day and we are unable to cope with the demand. We have been operating additional services where we can to help move as many animals as we can but we simply cannot cater to the additional demand from the thousands of clients that would normally be flying their pets with Virgin or Qantas and we risk the safety of our staff and the reliability of our services if we do not accept these physical limitations.

This is an unprecedented and difficult decision for us to make because we normally pride ourselves on the level of our customer service.

We fully understand that many people will be disappointed by this decision. We will continue to respond to the enquiries that we have received to date but that will still take many days as we are also trying to finalise the large number of booking requests we have already received this week for our upcoming services. The reality is that the existing booking requests we have and the enquiries we have not yet responded to will likely substantially fill all of our scheduled April services. The next two weeks are largely already completely booked out as it is. It is likely to be at least a week before we would be able to consider accepting more enquiries but it may be longer and we would likely only be accepting enquiries for the last week in April or into May when we do.

At this time we are still not answering our phones. If you have a question about an existing booking you can still leave a message via phone or email and we will get back to you as soon as we can. We are filtering all messages so that we can respond to issues with existing bookings and pets on board before we deal with new enquiries.

All current enquiries will continue to be dealt with in order but very little will happen between Friday evening and Monday as we concentrate on finalising booking requests so there will still be a delay of a few days.

If you have previously sent an enquiry or requested a booking but have not yet heard back from us we will be in touch as soon as we can. Do not send further messages to check on progress because that will just delay things further. Please also be aware that the fact we have responded to your previous enquiry or that you have asked us to make a booking after you received a quote from us does not mean there will necessarily be space available and obviously due to COVID-19 restrictions we cannot guarantee that any individual service will be able to proceed.

We are getting cancellations where bookings have been made by people who are still looking for other options where they can. This is fine but please understand that if you cancel a booking within a week of the travel date we will keep an admin fee to cover the work we have already done on your booking. The later you cancel the more we will keep depending on our ability to rebook that spot. If you cancel within 48 hours we will not give a refund if we cannot rebook the spot.

We will continue to prioritise the safety for our staff, clients and pets as we make decisions about our run scheduling. We will where we can, continue to add additional services but will take steps to ensure the reliability of our services above all else.

We will continue to update our Facebook page and website as developments occur and we will update clients directly if they are affected by any changes.

We thank you for your patience and understanding and apologise for any inconvenience this may cause.

To complete your enquiry please fill all Fields below marked with an *. Others Fields are not required but the more information you provide us with, the more detail & accuracy we are able to respond with.

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I am a Regular or Returning clientI would like an additional price for Door to Door service if it is available (please complete Addresses above)My Puppies are Littermates that can share a cageI am a Foster Carer with a recognised Animal Welfare or Rescue OrganisationI am Rehoming a pet from the RSPCA, Animal Welfare league or other Recognised Rescue Organisation

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