Page 1PetSafe Customer Information Jan 2018

PetSafe customer pre-travel informationOur team’s highest priority is ensuring your pet’s safety, comfort and well-being throughout its journey. This pre-travel packet describes the detailed planning needed to ensure a safe journey for your pet, explains how you can minimize the risks involved in pet travel and contains important information to help you make an informed decision on your pet’s travel options. Thank you for choosing United PetSafe® for your pet’s travel.

This packet is for informational purposes only and is not intended to amend or supplement the terms of your air waybill and either the U.S. Domestic Conditions of Contract (for an animal traveling within the U.S.) or the International Conditions of Contract (for an animal traveling, at least in part, outside the U.S.). Please consult those documents for the legal terms and conditions for your pet’s travel.

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Travel considerationsAge of your petOverall health of your petSedation policyFlight lengthTemperature and environmentChanges to planned travelRisk factors for certain breed types

Animal embargoes and restrictionsRestricted breeds and animal types

Required documentsU.S. travel documentsInternational travel documentsPersonalidentificationdocumentsCustomer Acknowledgement Form instructionsCustomer Acknowledgement Form

Crate selection and preparation Importance of travel crate acclimation Selecting an appropriate travel crateReinforced crates (IATA CR82)Food and water container requirementsAdditional crate items

Ensuring a safe and comfortable journeyFeeding overviewComfort stop and kenneling overviewEmergency veterinary support

Additional information and resources

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Table of contents

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Travel considerationsPetSafe transports animals on our aircraft in pressurized, ventilated and climate-controlled compartments, and our staff is trained to handle animals with the utmost care. However, your pet will be seeing new people, experiencing differentenvironmentsandinmanycaseswillbeconfinedtoacrateforalongertimethaneverbefore.Inaddition,certain breed and behavioral characteristics may adversely affect animals and add to their stress during travel.

Like humans, animals react differently to stress and anxiety, so it is important to be aware of ways to reduce your pet’s stress while traveling. If your pet reacts negatively to stress, or is not acclimated to an extended period of confinementintheircrate,werecommendyoudelayyourpet’straveluntilheorsheismoreeffectivelyprepared.

Age of your petOlder pets, as well as very young animals, are more sensitive to the effects of stress from travel conditions. We recommend you consult with your veterinarian about additional health screenings to assess the risk of injury or death during air travel to very young or old pets.

For travel within the U.S. and Puerto Rico, puppies and kittens must be at least eight weeks old to be accepted for travel on United. Puppies and kittens weighing less than two pounds must be at least ten weeks old. (Please contact PetSafe for international requirements).

It’s important to note that puppies younger than 16 weeks who have not received a complete series of vaccines may be more susceptible to illnesses transmitted by pathogens in their environment. Because these illnesses may not be detected by a brief pre-travel health checkup, we recommend you ask your veterinarian to perform a more comprehensive exam, including testing for intestinal parasites, to ensure a healthy travel experience.

Overall health of your petOverweight animals or those with pre-existing health conditions are more likely to have a negative reaction to airtravel.Pleasediscussyourpet’stravelplanswithyourveterinariantoensurethatyourpetisfittofly.

Sedation policyUnited PetSafe does not accept animals who are or appear to have been sedated.

Flight length Thedurationofthejourney,includingflightlengthandnumberofconnections,canincreasethestresslevelonyour pet and put him or her at a higher risk for injury or death. To comply with the Animal Welfare Act, dogs and cats are required to have a comfort stop if the total length of their journey is more than 24 hours.

• Comfort stops are completed at a designated kennel facility• Customer will be charged applicable comfort stop fees based on connection city

Temperature and environment PetSafewillalsorestrictpettraveltoandfromspecificlocationsduringextremeweatherconditions.

PetSafe uses climate-controlled vans at all major airports and many other locations, and keeps animals in holding areas within a temperature range of 45-85°F. However, depending on the outside temperature and PetSafe’s facility locations along the route, your pet may encounter temperature variations during their journey and / or beexposedtoanoisycargowarehouseenvironmentwhilewaitingtoboardtheirflightorbepickedupattheirdestination. Some animals, such as short-nosed or hairless breeds, or old or very young animals, are more sensitive to these environmental changes and at greater risk for injury or death. Please consider these factors when you plan your pet’s travel.

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Travel considerations

Changes to planned travelIn many cases, animals are booked weeks or months in advance of the planned travel date. Operational adjustments,suchaschangestoaircrafttype,flightschedulesandroutes,sometimesrequirepetstotravelonadifferent itinerary from route originally booked.

Risk factors for certain breed typesWhileeverypetisunique,therearespecificphysicalattributesandcharacteristicbehaviorscommontocertainbreeds. In some cases, these factors require that special consideration is given to whether the pet is prepared to travelbyair,thedesignofthetravelcrate,weatherconditionsalongtherouteandotherdetails.Specificbreedtypes and the elevated risk factors associated with these breeds are listed below:

• Snub/short-nosed (brachycephalic) dog breeds, as well as cat breeds like Persians and Himalayans, havephysical traits that make them more prone to breathing issues and heat stroke which can cause serious injuryor death. These issues can be aggravated by high temperatures, humidity and stressful conditions. Be suretoconsidertheoverallhealth,ageandfitnesslevelofyourpetanddiscussthisissuewithyourveterinarian.

• Hairless animals, including certain cat and dog breeds, and Skinny or Baldwin Guinea Pigs, are sensitiveto colder temperatures. This sensitivity should be considered when planning your pet’s travel.

• Strong-jawed, powerful and muscular dog breeds can become bored or anxious during travel and attemptto escape from their crate causing their own injury or death. These breeds require a reinforced crate – IATAContainer Requirement #82 (CR82) – to minimize the risk of injury or escape by chewing through their crate.

• Larger high-energy breeds, including Labrador and Golden Retrievers, as well as dogs with separationanxiety, have injured themselves trying to escape from a travel crate. The risk of injury or death is muchhigherifthedogisnotproperlyacclimatedtobeingconfinedtotheircrate.

• For increased safety, PetSafe recommends that you use a reinforced crate if your pet displays behaviorssuch as excessive chewing or clawing even after they are acclimated to a travel crate.

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Restricted breeds and animal typesThese restrictions apply to purebreds and mixes of these breeds.

Animal embargoes and restrictions

Embargoed dog breeds: Short-nosed Embargo details Travel conditions

English Bulldogs

• Adult dogs are not acceptedfor travel at any time

• Embargo does not apply to puppies up tosix months and less than 20 pounds

* Spanish Alano puppies may be acceptedup to six months old, if less than 60 pounds

French BulldogsOld English BulldoggesShorty bulls / Shorty bulldogSpanish Alano* / Alano Espanol / Spanish bulldog

Restricted dog breeds: Short-nosed Restriction details Travel conditions

American Bulldogs

• Adult dogs are not acceptedfor travel between May 15 -September 15

• Crate must be one size larger• Ventilation required on all four sides• September 16 - May 14: Animals accepted

only if forecasted temperature on itineraryis 85°F or less

• Restrictions do not apply to puppies up tosix months and less than 20 pounds

Boston TerriersPugs: all types, including Dutch, Japanese, etc.

Restricted dog breeds: Short-nosed Restriction details Travel conditions

Boxer*

• Applies to adult dogs of thesebreeds

• Crate must be one size larger• Ventilation required on all four sides• Restrictions do not apply to puppies up to

six months and less than 20 pounds* Boxer puppies may be accepted up to six

months old, if less than 60 pounds

Brussels GriffonEnglish Toy Spaniel / Prince Charles SpanielJapanese ChinLhasa ApsoPekingeseShar-Pei / Chinese Shar-PeiShih - Tzu

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Animal embargoes and restrictions

Restrictions are subject to change at United’s discretion without notice. For more details on restrictions and current updates, please refer to our section on pet restrictions.

Restricted dog breeds: Strong-jawed Restriction details Travel conditions

American Bully

• Applies to adult dogs of thesebreeds

• IATA CR82 reinforced crate isrequired for travel

• Puppies up to six months oldand less than 60 pounds do notrequire the CR82 reinforced crate

• For more details, visit our sectionon crate selection and preparation for airline travel

American Pit-Bull / Pit-Bull TerrierAmerican Staffordshire Terrier / AmstaffBelgian MalinoisCa de Bou / Perro de Presa Mallorquin / Mallorquin MastiffCane Corso / Italian MastiffDogo ArgentinoFila Brasiliero / Brazilian Mastiff / Cao de FilaPresa Canario / Perro de Presa Canario / Canary MastiffStaffordshire Bull Terrier / StaffysTosa / Tosa Ken / Tosa Inu / Japanese Mastiff / Japanese Tosa

Other animal restrictions Restriction details Travel conditions

Adult chickens• Adult chickens (older than one

week) will not be accepted byPetSafe at any time

• Other poultry, such as ducks,geese, and swans will beaccepted for travel.

Continental Giant rabbits • Continental Giant rabbits will notbe accepted by PetSafe at any time

• Flemish Giants and other large breedrabbits will be accepted for travel

Piglets• Piglets less than eight weeks old

will not be accepted by PetSafeat any time

• Restrictions do not apply topiglets eight weeks or older

Non-human primates • Applies to all non-humanprimates

• Will only be transported withinthe 50 U.S. states to, from andbetween zoos and sanctuaries

• International shipping is not permitted• Not accepted for shipping by the

pet industry or between individuals

Sugar gliders • Heat restriction: not acceptedbetween May 15 - September 15

• Sept 16 - May 14: Animals acceptedonly if forecasted temperature onitinerary is 85°F or less

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U.S. travel documents• Healthcertificatesarerequiredforallcatsanddogs,and for all other animals where declared value

coverage has been purchased. It is strongly recommended that a pre-travel veterinary health exam isobtained for any pet prior to travel.

• Healthcertificatesmustbe issuedbya licensedveterinariandatedwithin 10 days of travel for bothinboundandoutboundflights.

• It’simportanttonotethatthepre-travelveterinaryvisittoobtainahealthcertificateisnotstandardizedandmay not detect pre-existing and chronic conditions, or exposure to viruses and parasites, that can impactyour pet’s health during or following the stress of traveling. To identify risks that may not be discovered inthebriefpre-flightcheckup,youshouldaskyourvettoconductacomprehensiveexaminationofyourpet.

• Ifyourpet’stravelonUnitedprecedesorfollowsinternationaltravel,thehealthcertificatemustbeissuedin English or if bi-lingual, include English.

International travel documentsMany countries have strict regulations regarding international pet travel. It’s important that you plan ahead to obtain all required documents, such as heath certificates, import / export permits for international travel andapplicable paperwork for customs brokers.

• Reviewallentryrequirementsfortheanimal’sspecificdestination.TheUSDA pet travel website providesdetails for pet travel to and from the U.S. and most countries.

• It is important to note that certain breeds and animal types are not allowed into some countries.• Customers should contact the destination country’s embassy or consulate at least one month before

departuretoensureallcountry-specificentryproceduresarefollowed.• It is strongly recommended that you discuss your pet’s travel plans with a veterinarian, well in advance of

travel, to ensure your pet will be in compliance with all pet import regulations.

Personal identification documents• Persons dropping off or picking up pets are required to present a valid, government-issued photo ID.

Customer Acknowledgement Form instructions • A completed and signed Customer Acknowledgement Form must be presented at the time your

pet is dropped off for travel with PetSafe.• The form summarizes the known risks of air travel for pets and the steps needed to prepare your pet for

a safe journey.• After you have reviewed the information in this packet, please print the Customer Acknowledgement Form

on the next page of this packet or via a separate document. Review, complete and sign the form and bringit with you when you drop off your pet, or ensure that you provide the completed, signed form to the personwho may be dropping off the pet for you.

• Copies of this form are available at every PetSafe drop-off location for customers who do not have accessto a printer.

Required documents

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PetSafe Customer Acknowledgement FormThe safety of your pet is the highest priority for United Airlines, Inc. (“United”) and our PetSafe® program. Therefore, in addition to obtaining a valid health certificate, we require that you are familiar with the risks associated with pet air travel and confirm that you are willing to accept those risks, including those specific to certain breeds. We also require your confirmation that you have taken the necessary steps to prepare your pet for a safe travel experience.Please review this form carefully and enter your contact information. Alternatively, you may designate another person as the point of contact. The completed and signed form must be presented when your pet is dropped off for travel.When your pet travels, he or she will be exposed to new environments and will be restricted to a crate for an extended period of time. If your animal reacts negatively to stress or anxiety and/or is not acclimated to extended periodsofconfinement,westronglyrecommendyoudelayyourdecisiontotransportyourpetuntilheorsheisbetter prepared for travel.To supplement the information you received at the time of booking, here are some, but not all, of the factors that cansignificantlyraisetherisktoyourpetduringtravel.

Mysignaturebelowcertifies that Ihave readandunderstood the risks, requirementsand recommendationsprovided by United, and I agree to the conditions set forth immediately above.

Print full name of pet owner Owner signature and date

The following conditions apply when accepting and shipping your pet:

• IconfirmthatIhavereviewedtheinformationprovidedbytheUnitedPetSafeteamandIhavetakenthenecessary steps to prepare my pet for travel as required by the PetSafe program.

• Iconfirmthatmypethasbeenfullyexaminedandapprovedforairtravelbyalicensedveterinarianandthatmy pet meets the requirements of the PetSafe program and applicable law.

• I hereby authorize United to pursue emergency services for my pet if deemed necessary by United at anypoint during the journey of my pet.

• I hereby authorize United to fully investigate the cause of any ill health or abnormal condition resulting ininjury or death, including performance of a necropsy, in the unlikely event these occur.

• I hereby authorize the following person as the single point of contact for United in the event of an emergency or for any updates or alerts regarding the transportation of my pet. I acknowledge that United is not responsiblefor contacting any other parties who may be involved.

Contact Name: Phone #: 2nd Phone #*:

Email: Relationship to shipper on AWB:

*optional

Risk factors associated with injury or death during pet travel

• Physical traits of certain dog breeds including snubnosed such as bulldogs or strong-jawed such as pit bulls

• Effects of stress on older pets or pets in poor health• Aggressive or anxious pets that may attempt escape

• Failure to familiarize and acclimate your pet to itscrate prior to travel

• Effects of extreme temperatures• Stress associated with a longer journey

United PetSafe® | U.S.: 1-800-575-3335 | International: +1-832-235-1541 | petsafe@united.com | 0118-04

Origin: AWB #:Journey # (for military pets only):

For internal use only

Page 9PetSafe Customer Information Jan 2018

Crate selection and preparation

Selecting an appropriate travel cratePets traveling with United PetSafe® must use an approved crate that complies with U.S. Department of Agriculture (USDA) regulations and International Air Transport Association (IATA) standards. The crate requirements below are based on these regulations and standards.

Approved crates are available for purchase at many pet supply retailers or directly from our partner, Petmate at united.com/Petmate.

It is important to note that while retailers may say a crate is “airline approved,” the crate must meet all the requirements listed below to be accepted for travel with PetSafe. Crates and carriers used for pets in the passenger cabin are typically not sturdy enough for PetSafe use.

Crate size

Crate must:• Be large enough for your pet to move freely and stand with its head erect, to turn around and to lie down in a

normal position• Be tall enough to provide enough room for your pet to stand and sit without its head and ear tips touching the top• Have an additional three inches of height clearance above the standard listed above when transporting your

pet to and from any location outside the U.S. and Puerto Rico• Be one crate size larger than would otherwise be necessary for brachycephalic or short-nosed dogs

NOTE: Not all crate sizes will fit on all aircraft. Please see our standard crate type chart for more details.

Importance of travel crate acclimationTo ensure your pet becomes accustomed to being in a crate designed for airline travel, which is different from a wire training or sleeping crate, it is EXTREMELY IMPORTANT that you obtain the crate as far in advance of travel as possible – at least two or three weeks prior to your pet’s travel. To reduce stress during travel, it is crucial that your pet is comfortable and feels secure in their crate. This process is called “crate acclimation,” and you should ask your veterinarian or a trainer, or conduct research online, for tips on how to acclimate your pet.

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Crate selection and preparation

Crate construction

Crate must:• Be constructed of rigid plastic, wood or metal sturdyenoughtoresistbendingwhenfirmpressureisapplied

• Have a solid roof with no doors or ventilation openings• Have only one door made of metal which must close

securely, yet allow animals to be accessible in theevent of an emergency

• Have crate hardware that is secure and in goodworking condition

• Haveanutandboltfirmlytightenedineachholethatconnects the top and bottom of the crate. The boltmust be made of metal; the nut may be metal,nylon or plastic as long as the nut is unbreakableand produces a secure connection of the top andbottom of the crate

Crate must not:• Be constructed of plastic that will bend when firm

pressure is applied• Have door openings on top or have more than one door• Be made entirely of cardboard, welded or wire mesh,

wicker or other collapsible materials• Haveaplasticorfiberglassdoor• Have side plastic latches, unless additional holes

have been drilled and metal nuts and bolts havebeen added to secure the crate

• Havecratewheels-unlessremoved,lockedorfirmlytaped to prevent the crate from rolling while in transit

• •

Crate ventilation

Crate must:• Have ventilation on three sides for travel within the 50 United States and Puerto Rico• Have ventilation on four sides for travel to or from all other locations• Have ventilation on four sides for crates for brachycephalic or short-nosed dog breeds to all destinations

Crate limitations

• No crate may contain more than one adult dog or cat• A crate may contain two puppies or kittens younger than six months, of comparable size, and weighing less

than 20 pounds (9 kg.) each• Crate size must allow the puppies or kittens to move about freely• No crate may contain both dogs and cats (or puppies and kittens)

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Crate selection and preparation

Examples of acceptable crates

Examples of unacceptable crates

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Reinforced crates (IATA CR82)Select dog breeds listed in the “Animal embargoes and restrictions” section require a reinforced crate that complies withspecificinternationalrequirements(IATAContainerRequirement#82).

Reinforced crates (IATA CR82)

Crate must:• Be constructed of wood, metal, synthetic materials

or weld or wire mesh – materials that cannot bedamaged by an animal biting or scratching

• Have only one door made of metal, heavy wire meshor reinforced wood and must have a secure fasteningthat cannot be opened accidentally

• Comply with crate ventilation requirements on page 10

Crate must not:• Contain plastic in any part of its construction• Have ventilation openings wide enough to allow the

animal’s nose and paws to protrude outside the crate

Example of acceptable reinforced crates

NOTE: Some commercially made metal crates may be used as reinforced crates; however, custom modifications are often required to ensure that the openings do not allow an animal’s nose or paws to protrude outside. Not all crate sizes will fit on all aircraft. Please see our standard crate type chart for more details.

Crate selection and preparation

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Food and water container requirements• Twodishesoronedivideddishmustbefirmlyattachedtotheinsideofthecrateandaccessiblefromthe

outsidesothedishescanbefilledwithoutopeningthedoor.Dishesmustbesturdy,durable,commerciallymadeandspecificallydesignedtoattachsecurelytothecrate.

• Metal bowls are acceptable, provided that the bowl does not slide out of a ring.

Additional crate itemsAlong with the required food and water containers, there are several additional items that pet owners may wish to include in or attach to their pet’s crate. For the safety and comfort of your pet, items allowed and not allowed are specifiedbelow.

Crate selection and preparation

Examples of acceptable food / water containers

Examples of unacceptable food / water containers

Items allowed and not allowed

Items allowed in or attached to crate: • Up to 16 ounces of dry food, securely attached to top

of crate, to be used for long itineraries and delays ordivertedflights

• Drip-style water bottles as shown above• Blankets, towels, beds or crate pads 3 inches thick

or less• Onlyflat-stylecollarsareallowedandasanoption

may be worn around a pet’s neck. Collars, if notbeing worn by the pet and leashes mush be securelyattached to top of crate

Items NOT allowed in or attached to crate: • Toys• Bottled water, except for drip-style drinking water

bottles as shown above• Blankets, towels, beds or crate pads thicker than 3 inches• Nonflat-stylecollars,includingshockcollars,chokers, metalorloose-fittingtypes,aswellasmuzzles

• Any medication, including over-the-counter or prescription (United does not administer medications)

• Straw, hay or wood shavings

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Ensuring a safe and comfortable journey

Feeding overview• PetSafeisrequiredtoattachacertificationtotheoutsideofthecratethatstatesthelasttimethedogor

catwasofferedfoodandwater.Thiscertificationmustbesignedbythecustomerandincludeanyspecialfeeding and watering instructions. This will help PetSafe provide proper care for your pet.

• Food and water dishes must be securely attached to the inside of the crate and must be accessible from• theoutsidesotheycanbefilledwithoutopeningthedoor.• PetSafe provides food and water to pets based on USDA regulations and veterinary recommendations.

• Food and water is provided to puppies and kittens (8 to 16 weeks old) at least every 12 hours.• Pets older than 16 weeks are fed every 24 hours and given water at least every 12 hours.

• Whenlongerflightsdonotallowforfeedingonschedule,petsarefedattheearliestopportunityafter landing.

• Customer-provided food will be used by PetSafe kennel staff to feed pets, based on the length of the journey. If food is not provided by the customer, PetSafe’s kennel facilities have food available and will feed pets at appropriate times.

• Our consulting veterinarian recommends that healthy, adult animals – particularly large breed dogs – should travel on an empty stomach to minimize gastrointestinal issues. Kennel staff will feed pets small amounts of food when necessary.

Comfort stop and kenneling overview• Comfort stops are required for all dogs and cats booked to travel on a route that involves two or more

flightsandexceedsatraveltimeof24hours.• Depending on itinerary, you may choose to purchase an optional comfort stop for your pet.• All animals are provided a well-being check to ensure there are no signs of distress or illness.• Adult dogs are given an opportunity to relieve themselves.• Soiled dog and cat crates are cleaned and pets are wiped or bathed, if needed. Soiled bedding is removed

and discarded.• Water / ice is replenished and pets are fed based on the travel schedule.• Pets with overnight stays or lengthy delays are placed in secure kennels and fed accordingly.

Emergency veterinary supportPetSafe will seek veterinary treatment in the unlikely event of a pet becoming ill or injured while in our care. If in the course of this treatment, the consulting veterinarian determines that the diagnoses or conditions are not transit-related, such as pre-existing conditions, customers are responsible to reimburse United for the cost of veterinary care.

IMPORTANT: Do not feed your pet in the two hours prior to flight departure, as a full stomach can cause discomfort for a traveling pet. We recommend that healthy, large breed adult dogs are not fed any later than four hours before their flight. This meal should be smaller than usual to avoid gastrointestinal distress or “bloat” during travel. Small breed puppies younger than 16 weeks and less than 10 pounds may be fed a small meal two to three hours before flight.

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Additional information and resourcesYour pet must be fully checked in at the designated airport drop-off area no later than the minimum time before flight departure. To allow sufficient time to complete the check-in process, please arrive at least 30 minutes before the minimum time shown below. This helps to ensure your pet is boarded on his or her planned flight.

Minimum times are: • Flights within the continental U.S.: 2 hours• Flights from the U.S. to international locations: 3 hours• Flights originating outside the U.S. have local requirements that vary widely, so please contact PetSafe

for more information.

For more details or questions about PetSafe, visit united.com/petsafe or contact the experts at our PetSafe Service Center, who are available 24 hours a day, every day:

• Email: petsafe@united.com• Phone: 1-800-575-3335 (toll-free in U.S.) +1-832-235-1541 (outside the U.S.; regular call rates apply) +81 3 6732 5078 (for shipments originating in Tokyo)

PetSafe’s Performance Guarantee provides a 100% refund of the shipping charges when animals do not travel as booked, if they are dropped off by the required time and meet all acceptance criteria. To request a refund according to the Performance Guarantee, please submit a claim request form.

No refund will be paid if the delay was caused by weather conditions, mechanical delay of aircraft, or for any other reason beyond United’s control.

Performance Guarantee claims requests must be submitted within seven days of the promised time of availability.

This information is intended to be a helpful resource in your pet travel planning. Your pet’s individual needs and circumstances should always be fully considered and addressed by you and your professional pet adviser(s). The information contained herein is subject to change at United’s discretion without notice. Please contact the PetSafe ServiceCenterwithanyspecificquestionsorconcernsyoumayhave.

Thank you for choosing PetSafe. We look forward to providing your pet a safe and comfortable journey.