AaE Response to Member concerns and questions

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AaE_Asp

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[FONT=Calibri, Verdana, Helvetica, Arial]Hi to all at Aussie Pythons & Snakes

Firstly I would like to thank you for letting AaE know about all the issues that you have been experiencing and for inviting AaE on to the forum.

I have read the various discussions and there is certainly a lot of confusion about what is or isn’t required when lodging snakes and reptiles with Australia air Express.

Given the over 100 posts on topics related to AaE, I will not be able to address ever issue in one post, so I thought that I would make a start on the concerns that seemed to feature most regularly in the discussion threads and will then try and work through other issues in later posts in response to further questions.

So let’s get started.

Changes effective 1st May 2011 – The only change that AaE introduced on this date was the mandatory use of a shipper’s statement for cats and dogs. This statement is to assist in ensuring that only cats and dogs that are fit for travel and are permitted by the airline operator are accepted for carriage. This statement is only required when the animal is a cat or dog.
There is no impact on shippers of snakes or reptiles and while this shippers statement does get attached to the AaE Reservations Confirmation email, it does not need to be completed by the shipper unless you are lodging a cat or dog.
All other acceptance requirements remain unchanged.

Making a reservation -
The number of pet containers allowed on an aircraft is limited and there are many flights particularly on the weekends or early in the morning when the service is not available, as not one of our freight terminals operates 24 X 7.

In addition it is a good idea to make a booking as AaE can then check the availability of certain flight combinations. Some flight connections are too short to safely ensure the transfer of the livestock shipment from one aircraft to another aircraft.

AaE have implemented a national booking IT system to support managing this livestock capacity nationally and this is the new " national" system.

AaE strongly recommends that you make a booking with AaE to confirm both the availability of the Livestock service and whether there is space for your livestock shipment.

Bookings can be made by calling AaE on 13 12 13 and selecting the Animal Reservations option or by emailing [email protected]

Following completion of a booking AaE will send you confirmation via email or mail with details of your booking, including a unique booking reference number.

Guidelines on cages
- Yes we agree - What is currently published on the AaE website is vague and not particularly helpful and the conflicting information that our terminal staff are providing is making this difficult for all.

In light of the feedback and confusion, AaE are drafting a more specific guideline specifically about cage requirements for Reptiles and snakes. This guideline will hopefully satisfy many of the questions being raised in this thread
We are planning to complete this next week. When it is finished we will publish this on our website and let you know via this forum that we have done this . The updated guideline will also be provided to all AaE terminal staff.

The IATA Live Animal Regulations which are updated every year govern the carriage of livestock by air. They are not new regulations, but the existing standard that AaE needs to comply with.

Misinformation regarding the lodgement of livestock in CNS – Nothing has changed, there was a misunderstanding in communciations It is not mandatory for shippers to lodge via a pet transportation company in Cairns or in any other port. You do not have to have any account with AaE to lodge an animal for air transport.

AaE Front Counter Rates have increased. Yes they have. The rates have not been increased for several years and have not taken into account any increases in the costs of providing air transportation services during those years. We have now taken those costs into account in increasing the rates.

Well I will finish for now. I hope these responses help clarify some concerns and issues. I know there are more and AaE are happy to response to further questions.

with thanks to those members who provided tips on creating this thread.

Kind regards

AaE_Asp.


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Thankyou for this clarification. Are your staff aware of all this? When I booked a flight recently I was sent the Pet Shipper Declaration in pdf with 'Lizard' written on it! The operator knew what I was sending yet made it clear this was mandatory to complete and the accompaning guidelines made this point also. While your post says this is not the case the process and paperwork says the opposite....seems somewhat confusing to me and open to misunderstanding
 
So no more "next flight" option available?
What is the minimum size/weight charge now that prices have increased and what is the actual minimum size and weight?
 
I spent over an hour phonecall on hold today with Brisbane Airport AAE.I gave up I got more info in 5 mins from someone who didn't even work for AAE and she even rung me back with follow-up info.When I when to AAE BrissyAirport I saw at least 6 AAE people, bored,that could answer phones.
 
From my perspective I can honestly say I started one of the threads and have commented on several threads about this topic in the past few months and this has been due to the statements made to me by AaE staff over the phone and at the front counter. I tried for three months to get a consistent answer from AaE and only in the past week has this happened. The biggest problem we all have is consistency, there is none of it within AaE even now.....this needs to change to stop the ongoing problems.

I also spent over 3hrs today attempting to get through on the national number and about the same yesterday, if there is a requirement to book animals onto flights then we need to be able to get onto someone!
 
I also spent over 3hrs today attempting to get through on the national number and about the same yesterday, if there is a requirement to book animals onto flights then we need to be able to get onto someone!

I agree - I gave up calling the national number. I got a business card from my local depot (Coffs) and call them direct now. They are fantastic - very helpful and friendly, which seems to be a rarity when dealing with AAE.
 
I always ring my local AAE office to book in cargo dead or alive. They dont always answer but they always ring back.I understand they have to prioritise their time. The call center on the other hand is a waste of time. If they do answer they often cant answer the question.I note also that the tracking system is not used for livestock so if your cargo gets lost be ready for a long and frustrating wait on the phone and then pray.
 
Thankyou for this clarification. Are your staff aware of all this? When I booked a flight recently I was sent the Pet Shipper Declaration in pdf with 'Lizard' written on it! The operator knew what I was sending yet made it clear this was mandatory to complete and the accompaning guidelines made this point also. While your post says this is not the case the process and paperwork says the opposite....seems somewhat confusing to me and open to misunderstanding

Hi Sponge Bob
The reason that we at AaE have decided to join this forum is in response to the many issues raised by members. Clearly we have some staff who are themselves are not sure of the lodgement requirements. The inconsistent provision of information to customers by our front counter staff is primary in AaE's concerns. We are committed to improving this situation but realistically it will take us a little while to do this.

cheers
AaE_Asp

Hi to all

Lets talk about Livestock Reservations - AaE have for a quite a while recognised that the airport to airport reservations process is somewhat problematic and in response to this we are in the process of creating a specialised animal reservations unit.
If you are experiencing lengthy delays when attempting to book your snake and reptile shipments please email you reservation request to [email protected] during weekday business hours and we will respond to your request by email or call you back if you provide a contact number. In this instance please try not to leave your booking request until the last moment.

This is the first alternate booking channel that we have put in place in preparation for a move to a specialised animal reservations unit.

We hope this is off assistance.
cheers

AaE_Asp
 
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Thanks for making the effort to try and set things straight.
 
AaE_Asp - thank you so much for responding to these concerns. I shall try the email request system when I am ready to ship (if my buyer ever gets those permits sorted out!). AAE seems to be happy with my goosenecked cloth bag and shredded paper packing inside plastic box, inside plywood box, so I'll stick with that packaging for the forseeable future. I look forward to reading the fact sheet.
 
I was not only trying the national line but the pet bookings line in Melbourne, front counter and the melbourne manager Darren.......took hours to get through!
 
Hi Sponge Bob
The reason that we at AaE have decided to join this forum is in response to the many issues raised by members. Clearly we have some staff who are themselves are not sure of the lodgement requirements. The inconsistent provision of information to customers by our front counter staff is primary in AaE's concerns. We are committed to improving this situation but realistically it will take us a little while to do this.

cheers
AaE_Asp

I really appreciate your response.

Is it not possible to issue a memo to all staff and posted on this forum explaining how AaE operates with regard to reptiles and amphibians?

Simple, effective, cost effective strategy?
 
Thank you AAE for taking the time to come on here and set things straight. Some people have to travel a long way to the airport to send stock, be nothing worse than to arrive there and have things wrong.
 
The ultimate bottom line is the welfare/safety of,sometimes very expensive, live animal/s.Senders and receivers on here probably aren't the most patient customers AAE has to deal with,but reality is that we are not dealing in XBox games and IPads!
 
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A concern that I have in Melbourne is how long it takes to get animals from the aircraft to the owner, I have waited almost 2 hrs since the move to the new building, AaE blame QANTAS, QANTAS blame AaE, animal welfare is the issue especially with animals such as reptiles.
 
This is not unique to Melbourne. Flights get cancelled and delayed, ther are security scares, customs delays and the like and parcels go astray, so any animals should be packed for say a three day trip to allow for any unforseen delays. The good thing about most reptiles is that they can handle it !
 
Wokka I am talking about flights that I have arrived on and my animals were flying with me.....accompanied animals, this means they have sat somewhere at Melbourne airport until someone finds them, I have heard them say over the radio that they missed them or didn't notice them and will try to remember on the next run! Given the box is 900x600x600mm it's hard to miss!
 
Only gripe is being told "about 15minutes" & that turns into 45minutes. Now when receiving something I arrive at AAE an hour after the flight is due to land, been spot on for the last 2 pick-ups. Maybe a room should be available for the kids/grandkids to play those "i things" to past the time lol.
 
So no more "next flight" option available?
What is the minimum size/weight charge now that prices have increased and what is the actual minimum size and weight?

Asking these questions again.
 
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