Etihad Airways UK — Pet export

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I am writing to complain about the events that occurred on Friday 3rd September, 2021 regarding flying my pet dog to Abu Dhabi.
This took weeks of planning to get to the stage we did, not to mention the expenses incurred. I wish you to note the following:
• My dog is a Lhasa Apso and not a snub nosed dog. This is a fact you were aware of from the paperwork you initially received.
• We found out 2 days prior to flying that we had to take Jaffa to cargo as opposed to the terminal as we had done previously when flying with him. This incurred extra charges for the taxi due to this and as a result will be claiming this back from you. (a total of £179 (see attached invoices) If I had known Jaffa could not fly, I would have taken the cheaper option of the train.
• On arrival at cargo, I was met by a man who took the paperwork off me then instructed me to remove and take Jaffa’s lead and collar. He also told me to remove his kibble from his cage. I can only assume, that as this was only 9am, that Jaffa would be kept in his cage until we landed in Abu Dhabi at midnight having had no exercise or food? This is totally unacceptable. Jaffa, in his cage, was then taken by forklift truck on a pallet. Our previous experience of flying was that someone took Jaffa of[censored]s on his lead and allowed him to exercise prior to flying. This was very stressful for both Jaffa and myself.
• Whilst I was at the airport, I received a phone call from cargo informing me that Etihad had said that Jaffa could not fly for another 3 weeks due to him having a snub nose. I was asked how soon I could collect Jaffa and if I really needed to fly that day. I am in Abu Dhabi for work purposes and even trying to get Jaffa on the same flight as myself was extremely difficult. This was again very stressful and upsetting for us both.
• Whilst checking my emails. I saw that Craig Mash from cargo had sent me a very unprofessional email explaining why Jaffa could not fly, beginning with “Dear Deb”. He should have been more formal in addressing me. (see attached)
• I will, of course, be claiming vet fees in regards to the cost of the import certificate which the vet has still to invoice me for. The cost of the health certificate was £29 which also needs to be refunded to me together with a full refund of his flight cost.
• This whole process has cost me financially, consumed time and caused stress for my whole family. Organising and preparing myself to fly was stressful enough in covid times. The time consumed attending appointments and getting together the required documents needed has only added to the anxiety and stress. Unfortunately, this is a process which will now need to be repeated due to your incompetence and oversight.
• The fact that cargo only work half a day, does not help when trying to sort things out. We were initially going to travel on September 1st, however, when I called cargo to pay, they informed me that we could no longer travel on that date.

Regards,
Debbie Saxby