I moved from the States to London in September and Starwood handled my cats move over. I did not receive a single phone call from my agent during the planning process, I had to set up phone appointments. Even at the initial stage, I just received a confirmation from my inquiry on their website. She would just send documents with no context either. I now am out extra expenses because of the carelessness. Not only a total lack of communication from the agent assigned to my case, but I was misinformed about pickup procedures as well. I ended up having to wait additional time at the ARC (12 hours total, including 2 trips back and forth, and this was even 6 hours after her landing) because the company had not submitted paperwork properly. When I tried to call my agent from the ARC, I did not get a response, so I sent an email, to which I still have not recieved a response to date in 2021. But while youre at the ARC, you cannot see your animal or get solid updates from them. They tell you to call your agent... who wasn't answering me. Overall awful experience, when I complained to the superviser all I got was a "I'll talk to our agent". Absolutely ridiculous. I expected so much better from a professional pet transporter. Next time I will use a different company.