I was promised things they then couldn't provide (after they had my deposit, of course). I paid $4000 for my cat's 2 day trip to become a 5 day trip, and had to travel 6 hours to Scotland to get them through customs myself, a service I paid for. My cats were sent without their paperwork. Instead of dealing with it, they said they sent the paper and what KLM did is out of their control. I sorted out paperwork and got my cats home, but they have not acknowledged the expenses I incurred after already paying for services not delivered. They lied to me numerous times, and my cats were in their hands for 4 days and I got one update. DO NOT TRUST. THEY LIE ABOUT THEIR RELATIONSHIPS ABROAD AND WILL LEAVE YOU IN THE LURCH IN A SECOND. THEY OWE ME AN APOLOGY, AND THOUSANDS OF DOLLARS.