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Reviews
44
Sirelo and Google reviews
Katrina Nolan
August 21, 2026
on Google
I used this service with my dog arriving from Toronto to Edinburgh on the 29th of May. The staff were pleasant but delayed when communicating with myself and with the agency in Toronto. I felt I had to reach out to obtain any update from them, whereas the Canadian agency I felt was on the ball. Although this did make me slightly worried, I trusted that all would be in order. When I arrived to the facility near the airport to collect my dog, there was quite a wait, however I believe this was due to a delay with customs, and not due to the agency. My dog was quite nervous and when I got him I took him out for a pee. To be honest, it seemed to me that it had been a very long time since he had last gone, which leads me to believe that they did not allow him to relieve himself. He would have boarded the plane a minimum of 11 hours prior. We left the facility without his harness, as although his harness was strapped to the side of the crate the staff did not check. Once I realized we had forgotten it, I returned to collect it. I donated the crate to them for a dog rescue in Qatar so I believe that may be why they didn’t notice it as they knew it was being left there.
I received my ToR Relief award after my dog arrived, so the agency paid it and it was included in my bill upon pick up. I forwarded my approved ToR to the agency on June 12 by email, and received confirmation that I could expect a refund in 6-8 weeks. At 8 weeks, I followed up asking when I could expect the refund and received no response. I then followed up again and was informed that there is a delay and they cannot provide an estimate, but if they get an update they will let me know. It has now been 10 weeks with no refund, and so I emailed once again (politely) for any updates with no response. The only reason I am pressing about the refund is that it is quite a big sum, and I was not informed there could be a delay when I agreed to let them pay it on my behalf.
I have given them three stars as they provided the service they advertised, however, I am not satisfied with their communication. I do believe they could do better to ensure that their customers are not becoming frustrated with feeling like they must reach out several times when they fail to respond in a reasonable amount of time. The friendliness of the staff and their ability to render their advertised service is eclipsed by the feeling that there should have been more effort in the practice of providing that service.
In short; you will get what you paid for, but expect long waits and lots of leg work.Read more
I received my ToR Relief award after my dog arrived, so the agency paid it and it was included in my bill upon pick up. I forwarded my approved ToR to the agency on June 12 by email, and received confirmation that I could expect a refund in 6-8 weeks. At 8 weeks, I followed up asking when I could expect the refund and received no response. I then followed up again and was informed that there is a delay and they cannot provide an estimate, but if they get an update they will let me know. It has now been 10 weeks with no refund, and so I emailed once again (politely) for any updates with no response. The only reason I am pressing about the refund is that it is quite a big sum, and I was not informed there could be a delay when I agreed to let them pay it on my behalf.
I have given them three stars as they provided the service they advertised, however, I am not satisfied with their communication. I do believe they could do better to ensure that their customers are not becoming frustrated with feeling like they must reach out several times when they fail to respond in a reasonable amount of time. The friendliness of the staff and their ability to render their advertised service is eclipsed by the feeling that there should have been more effort in the practice of providing that service.
In short; you will get what you paid for, but expect long waits and lots of leg work.Read more
joanna keating
August 8, 2026
on Google
I recently moved with work from Scotland to Canada - and had to make the decision about whether/how to bring my (getting on in years) cat Pablo with me - putting him through 2 flights to get to my final destination. I had contacted a couple of pet transport companies before settling on Extrordinair. I had a really good experience with them, dealing with Ellen throughout.
They picked him up from a local Cattery where he spent one night as I was finishing packing up the house, he then spent a night at their facility at Edinburgh airport ready for the first of his flights early the next day. Everything went really smoothly and I was sent photos of him looking settled in each place, including on arrival to Toronto on the first leg of his journey.
There were some customs paperwork hassles (particular to me) on Pablo’s arrival at Toronto which Ellen totally took over and managed from the Edinburgh end, even as I was about to fly on the second leg of my own journey within Canada. She was absolutely brilliant and all over it. I felt reassured, having her in charge of dealing with Pablo’s “visa” into Canada, which was all still going on even several hours later as my gate was calling for my next flight! I got the good and relieving news from Ellen that he’d been cleared into Canada just before I took off!
I’d definitely use them again and recommend to others!Read more
They picked him up from a local Cattery where he spent one night as I was finishing packing up the house, he then spent a night at their facility at Edinburgh airport ready for the first of his flights early the next day. Everything went really smoothly and I was sent photos of him looking settled in each place, including on arrival to Toronto on the first leg of his journey.
There were some customs paperwork hassles (particular to me) on Pablo’s arrival at Toronto which Ellen totally took over and managed from the Edinburgh end, even as I was about to fly on the second leg of my own journey within Canada. She was absolutely brilliant and all over it. I felt reassured, having her in charge of dealing with Pablo’s “visa” into Canada, which was all still going on even several hours later as my gate was calling for my next flight! I got the good and relieving news from Ellen that he’d been cleared into Canada just before I took off!
I’d definitely use them again and recommend to others!Read more
Emily Colegrave
November 7, 2025
on Google
100% recommend using Extraordinair for your pets travels. Ellen, the agent I was in contact with, was incredible from start to finish. Any questions I had big or small (which were a lot) she answered quickly and thoroughly. She is obviously an animal lover, who cares about her job. I was so nervous about moving my dog to Australia from Scotland, but she alleviated those concerns, going above and beyond throughout the whole process. Ive recommended them to anyone ive spoken to. 5* service.
Tamilyn van Genderen
August 21, 2025
on Google
Our two cats Tabitha and Shadow relocated from Johannesburg South Africa and Extrodinair looked after them after their last flight and brought them down to us in Newcastle. They arrived in such a good state after what we knew would be a harrowing experience for them as neither likes even the smallest car trip. Also Tabitha is 18 and we had been advised in the beginning by our vet that she was too old to travel but we weren't leaving her! She was absolutely in great spirits when she arrived!! Thank you so much to the team for your excellent care!
James Snell
June 15, 2025
on Google
I was incredibly anxious about relocating my cats, Samui and Samet, from Edinburgh to Thailand. The thought of navigating the complex logistics of international pet transport was daunting, and I wasn’t sure how I would manage it.
After a lot of searching around online and contacting several companies, when I eventually found Extrordinair, they transformed what seemed like an overwhelming challenge into a seamless experience. From start to finish, they handled everything with professionalism, efficiency, and care, ensuring that my cats’ journey was as smooth and stress-free as possible.
A special thanks to Jan, whose dedication and expertise made all the difference. Jan kept me informed, reassured me at every stage, and went above and beyond to make the process as easy as possible. Their personalized service was truly exceptional, and I couldn’t have asked for better support.
If you're looking for a reliable and experienced team to handle your pet's move, I highly recommend Extrordinair.Read more
After a lot of searching around online and contacting several companies, when I eventually found Extrordinair, they transformed what seemed like an overwhelming challenge into a seamless experience. From start to finish, they handled everything with professionalism, efficiency, and care, ensuring that my cats’ journey was as smooth and stress-free as possible.
A special thanks to Jan, whose dedication and expertise made all the difference. Jan kept me informed, reassured me at every stage, and went above and beyond to make the process as easy as possible. Their personalized service was truly exceptional, and I couldn’t have asked for better support.
If you're looking for a reliable and experienced team to handle your pet's move, I highly recommend Extrordinair.Read more
Chelsea Paterson
May 11, 2025
on Google
I can’t recommend Extrordinair more. Ellen was so helpful and kind from the very beginning and made the whole process seamless. My dog was flying from Edinburgh to Washington Dulles via Frankfurt and I was so nervous for his long journey as he’s quite an anxious dog. But she put me at ease and he got here in one piece! They were also so much more affordable than various companies I got quotes from too and I feel like they are far more personal than the other companies. I felt like they cared!
