My husband and I always choose to fly with KLM on our annual month-long trips overseas. We always take our dog with us and have flown with KLM with no issues at least a dozen times. We even drive 6 hours to the nearest airport so we can fly with them. And when clients ask me for airline recommendations why taking their pets to Europe (or beyond), KLM has always been at the top of my list.

So when we landed in Amsterdam about two weeks ago, we did our usual routine: my husband went to the regular baggage claim belt and I went to the “odd-size” baggage area where they hand deliver the pets.

It was a longer than usual wait for our regular luggage. They kept announcing the bags were coming but then nothing happened. So it didn’t seem that odd that our dog wasn’t there yet either. I asked a KLM attendant and she said he’d be the last thing brought over anyway (which in previous experience, isn’t necessarily true. They usually bring the dogs out quite quickly in Amsterdam).

After about 30 minutes of waiting, our luggage finally arrived. But still no dog.

After about 45 minutes, and when it was apparent that all luggage had been delivered, I waited in line at the KLM services desk in baggage claim. I was getting very anxious as minutes were passing, and still no dog.

I confirmed with the representative that all luggage had been delivered and asked how much longer until we get our dog. She made some calls on a phone and radio and told me to wait at the odd-size luggage area and to check back in a while.

I went back to the desk about 10 minutes later and she looked concerned. She told me they didn’t know where our dog was. I asked her to explain, and she just repeated that. She said she was waiting for a colleague to return her call.

We had confirmed, as we always do, that our dog was on the flight before we even departed from the US. So either they lied when they said he was on the plane, or he was somewhere at the airport. So we hoped anyway.

I started to get very anxious. And I couldn’t get any information about what was going on. Just told to wait.

Finally! Good news! They found him at the onsite “pet hotel” where animals usually go when in transit or when flying on their own. So we waited for him to baggage claim come in a “few minutes”.

We waited. And waited.

When nothing happened, I went back to the counter and asked where he was. She called someone. We waited for their response.

They can’t find him.

By this point, on no sleep and with this added stress, I started crying. My husband was equally upset.

I asked if they had really seen him before. Shrug.

I asked if he was definitely on the flight. She said it shows two dogs were on it. I asked where the other dog was. Shrug.

Could our dog be with the other dog going to who knows where? Shrug.

Was he still in Atlanta?! Shrug.

I asked for a supervisor. Was told he’d be there in half an hour. !!!

In the meantime, I asked for her to pull up our reservation on her computer to see if any notes were in the record. I use the same reservation system (and booked our own flights through it) so I knew how to read the record. I was thinking if he was left in the US, someone may have put something in the reservation. No notes.

I was also checking my email and phone messages. Nothing.

Eventually the supervisor (shift supervisor) strolled up to see what was going on. The first thing he told us was that he “obviously couldn’t do magic to bring him back”. Yes, he really said that. Nice.

He made some calls. Asked the other attendant what she’d done already. Waited for someone to call back.

By now, it was about 2 hours after we had landed. Things were looking very grim. We were ready to fly home if anything awful had happened. This was not normal luggage. This was a passenger that was missing and the attitude to find him was very laid back. Like they didn’t really care.

We had already gotten our hopes up once that they had him an hour or so ago, so when we were told they did find him, again, we didn’t really believe them. Apparently he had been taken to the pet hotel by the cargo department. How he had security clearance to get there via cargo wasn’t explained. They didn’t know.

After an emotional roller coaster for almost three hours, our dog arrived. They did all apologize and let us take him out the kennel. He was fine. Apparently, while we were going through hell, he had a walk and something to eat.

We will never forget the ordeal we went through and are very hesitant about flying with KLM to Amsterdam again. We are booked to fly home with them in a few weeks and I’m already nervous.

I did a customer complaint and am not satisfied with their standard response. 3,500 Skymiles each. Thanks.

It’s not clear who’s fault the mix-up was. But it was not ours. The kennel was clearly labeled with the baggage claim label from the airline, as well as destination and flight information that I always put on the kennel in case of emergency. Our dog was correctly reserved and confirmed.

What upsets me the most, from both a traveler and a travel professional perspective, is that an airline that I trusted and I thought previously had really genuinely cared for its passengers (and our “belongings”) has overall just shrugged in response. I’d expect that from some of their competitors, but not from friendly KLM!

- Leila Coe, CTA

Being Patient With His Humans In Poland

What To Know When Flying With Your Dog

Flying with your animal is a stressful experience for everyone involved. It is best to prepare for your trip as early as possible, and use common sense when deciding if your pet is capable of flying. It is not recommended for some animals so consult with your veterinarian if you have any doubts. However, sometimes its inevitable, such as in the case of moving overseas – which I did twice with two different dogs. 

 - Make your flight reservations as early as possible. Airlines only have a limited amount of room in the pet cargo area, and they only allow a certain number in the cabin on each flight. Also be aware that there are embargo periods depending on the weather (i.e. no summer travel in hot areas, no winter travel in very cold areas).

- Have the following information ready when making a reservation with an airline: Dog Breed, Age and Weight; Size of Kennel (L x W x H); Combined Weight of Kennel and Dog.

- Research your destination(s) and make sure you have the proper documentation for your pet. Most countries require a Health Certificate dated within 24-48 hours before departure. Some countries also require a USDA stamp from your state’s USDA department. Make sure you know the return destinations requirements also.

- Get your dog used to the kennel that he will be flying in. And make sure he/she can stand fully and have room to turn around or you could be denied boarding at the airport. Put blankets, toys, treats, and any other familiar items in the kennel to get the dog used to going in it. During the flight, put comfy pillows/blankets in the kennel along with any other security-blanket type items (but only if you are sure your pet won’t choke on them). Keep treats handy for giving to your pet at the airport.

-Get 2 bowls that will clip onto the inside of the kennel – one for food and one for water. Don’t fill the water bowl until they come to take your pet onboard (some people also suggest freezing the water in the bowl overnight so it will melt during travel). The water will spill so try to find a deep bowl (I also put a washcloth down under the bowls to soak up the spills so it doesn’t get on my dog’s blankets). It’s recommended to not feed your pet within 24 hours of departure (especially for long-haul flights), but to put a bit of food in the bowl. Also attach a ziploc bag to the top of the kennel with extra food and feeding instructions in case of delays, etc.

- Put clear labels on all sides of the kennel with your contact information including the pet’s name and type, destination address, phone number(s), and flight information including your flight and  reservation numbers. Also put signs on the outside (writing should be a minimum of 2 inches high) with an arrow up and “Live Animal”. Some airlines have their own stickers, but its good to be prepared just in case.

- Once onboard, if your pet is flying in cargo, ask the flight attendant to confirm your pet is onboard. They will call the captain who can call the ground crew to confirm. Live animals are the last items loaded, and it’s always a relief to know your pet is onboard.

With a little preparation, a lot of the stress of flying with your dog can be eliminated. The first time is always the worst, but just try to remain calm for the sake of yourself and your pet. The flight will be over soon enough, and you can once again enjoy one another’s company! 

Happy Travels!

If you have any questions about flying with your pet, please don’t hesitate to email Leila@worldclasstvl.com. I have flown with my dog multiple times and can answer any questions you have, plus help you book your flight and vacation.

The Five Most Pet-Friendly Airlines of 2009 – from Petfinder.com

1. Continental – Safety First Continental is proud of its PetSafe program, which has a 24-hour Live Animal Desk (1-800-575-3335) that tracks the pets from origin to destination. It’s pricier than other programs, but it’s climate-controlled, allows roomy carriers and has designated cargo staff. Travelers using PetSafe can even earn miles. The airline also allows small cats, dogs, pet rabbits and household birds to be carried in the cabin on most domestic flights for $125 each way. Pets allowed in cabin: Small dogs, cats, rabbits and birds. Pets allowed as checked baggage: No. Pets allowed in cargo: Yes, all pets that are checked travel in climate-controlled cargo, not as checked baggage.

2. JetBlue Airways – Full-Service Pet Love JetBlue really embraced pet-toting travelers when it launched JetPaws last summer. For no additional cost, JetBlue provides a pet carrier bag tag, two TrueBlue points each way, a welcome e-mail and a free pet-travel guide. However, like other airlines, JetBlue has hiked its in-cabin pet charge: one-way fees range from $75 to $100. Pets allowed in cabin: Small cats and dogs. Pets allowed as checked baggage: No. Pets allowed in cargo: No.

3. Airtran – Budget-Friendly Airtran won’t make you break the bank to fly with your pet beside you (well, technically, under your seat). It’s currently the least-expensive airline to fly with your small pet: just $69 each way. Pets allowed in cabin: Small dogs, cats and bird.s Pets allowed as checked baggage: No. Pets allowed in cargo: No.

4. American Airlines – Zoo-Trusted American Airlines’ animal-trained staff has assisted in transporting animals from popular zoos in cargo. While they only allow a limited number of pets in the cabin, they ask pet parents to make special notes for their animal companions flying in cargo and promise to abide by all requests. Pets allowed in cabin: Small dogs and cats. Pets allowed as checked baggage: Yes, larger dogs and cats. Pets allowed in cargo: Yes.

5. United Airlines – Non-Discriminating United Airlines loves animals of all kinds. They accept small cats, dogs and birds in the cabin; rabbits, hamsters and guinea pigs as checked baggage and other animals including parrots, cockatiels and ferrets in United Cargo. (Shipping by cargo is for items, like some pets, that you can’t check as baggage. Your pet may or may not be on the aircraft with you.) Have a short-nosed dog that you can’t bring in the cabin? Check your date of flight; some breeds and mixes are not allowed in cargo or as checked baggage from June 1 through September 30 of each year. Pets allowed in cabin: Small cats, dogs and birds. Pets allowed as checked baggage: Depends on the aircraft. Pets allowed in cargo: Yes; however, the type of animal allowed depends on destination and arrival locations.