James Cargo Services Bedfont Road, Feltham TW14 8EE

"I have had the worst experience ever with James Cargo. The quality of service they provided was awful. Because of them we delivered our cat injured and had to take him to the vet in London. I would strongly recommend anyone never use this company for the health of your pets."

"James Cargo Services in the UK deserves only half a star but there is no option for that, so I had to settle for one star. In August 2022, my partner and I had our two cats (which are my life) shipped over from South Africa to the United Kingdom. We used a fantastic pet travel agency in Johannesburg. However, they unfortunately use JCS. I thought the process in the UK would be seamless and professional, as it is an educated, first world country. How wrong I was. I was supposed to have a liaison agent called Charlie at JCS. I was kept informed of my "furbabies" movements throughout the process , in South Africa, until they were booked in for their flight to the UK. However, once reaching the UK I had no correspondence or update at all, from anybody. My partner, who was in the UK at the time, phoned to see if they had arrived safely and was told they had. I had to send an e mail later in the day to find out the progress as I had no correspondence from anyone at JCS . I was told it would take about 6 to 8 hours for them to clear customs, etc. I was told that they had been checked by the vet and the customs paperwork was being done. My partner was told they should be with him before 4pm that day. The plane from South Africa had landed at 5:45am that morning. We received no further communication after this. My partner phoned again after 4pm and an agent told him that there had been a 5 hour computer outage at the UK customs that day. Nobody bothered to advise us of this when we phoned or e mailed earlier. We were told that due to the delay our cats would be delivered at 9pm that night. They made us pay for extra charges before the cats would be released. However, we had paid these charges to our agents in South africa already. So now we double paid. By 9.30 pm the cats still had not arrived. My partner phoned JCS after hours numbers but they just rang or a voice message said the inbox was full. I sent an email for the attention of a supervisor explaining our predicament and asking where our cats were. Fortunately, the night supervisor was diligent and I got feedback immediately and our cats arrived at 11pm that night. This experience was so traumatic for us. I don't wish that anyone who loves their pets ever has to go through this.. We were refunded the the payment we made, as our South African agent and the JCS supervisor were now involved. However, they had the wrong name and credit card details. So that had to be rectified. It seems that there is no communication within that agency. If you are planning on relocating your pets and love them, please don't use these agents."

"Avoid at all costs. Unfortunately, we had a really negative experience with James Cargo. The Animal Air Care at Gatwick offers the same services and for less. Long story short we were talking to James Cargo for over a month about importing our dog. They told my partner to arrive at Animal Air Care Gatwick at 12pm. Which was already a few hours after our dog arrived. Once my partner arrived the attendant informed her that our broker James Cargo did not contact the vet about the mandatory appointment for my dog until very late the night before. The attendant at Gatwick only found this out by phoning the vet because the broker was not picking up. Because of this the vet was only coming for other animals and our dog would not be seen until the very end (around 4pm). I called the broker and they apologized and said there must be a mistake and that they did book the appointment earlier than last night. They said they were going to call the Air Care Centre and the vet to get it straightened out and they would call me right back. They never called. My partner asked the Air Care attendant if they received a call from them. NOPE. So after a few hours I tried calling the broker back multiple times and they never picked up. Since that last phone call I have never been able to get them on the phone again. We emailed them and they emailed back a few days later saying that what we went through was completely normal and that they didn't do anything wrong. All of their explanations were total nonsense since my partner was at the Air Care Centre for so long she learnt what was supposed to happen and it was not at all what James Cargo did. Our dog had to stay in quarantine for all of that extra time because of this. Nevermind my partner waiting around for four hours unable to see our dog. Awful experience. They charge £419 for what? I know the process of importing your dog is very overwhelming and scary but do yourself a favour and use the broker services at the airport. I am sure Heathrow offers it as well."

"After trying over 10 different customs clearance companies for my personal shipment from Canada to the UK, I was extremely lucky to find Joe at James Cargo. He patiently helped me with my shipment and customs information, worked with the freight team in Canada, and was extremely responsive all the way through the process. He was honest about pricing and timing. In the same week it arrived in the UK Joe had the shipment cleared and delivered. Very impressed, thanks Joe!"

"We had a terrific experience using James Cargo/JCS Livestock to transport our puppy from London to LA recently. Everyone who worked there, especially Rachel, was super responsive and patiently answered all of our questions either by email or telephone. They were very professional and there were no hidden costs. Thank you for taking such good care of our precious cargo!"