Lepetexpress Reviews 324

My experience with this company has been an experience of absolute absurd levels of bureaucracy unmatched even by the UK government itself - which is saying a lot. Brenda was rude and paternalistic throughout, and could not understand that because I was in the middle of a move, things had to be done in a specific order and I had no control of that - all while explaining to her that I fully understood I needed the correct paperwork, and that it was my responsibility to obtain it, not hers. Once the paperwork was ready, she then said my dog’s vaccination and microchip implantation dates had to be exactly the same on her EU passport. She is a rescue from the U.S., so of course they were not the same date. I also always carry with me her full history just in case. The UK government has no problem with this and refers to her previous paperwork as necessary if there are any issues, and the vet even underlined the part of her EU passport where it stated “date of implantation OR READING”, plain as day. I even walked back to the vet in Paris, well out of my way, to confirm with them because obviously I want a smooth crossing with zero issues. The vet confirmed they would have no problem with this at the border. When I told her what he said, she completely ignored this information, and stated robotically “We do not debate the UK and EU rules with you or your vet” Thankfully, the pet taxi service I have used previously, PetMovesAbroad, was able to take me with only a day’s notice so I was able to get into the UK on schedule (in fact, they were able to take me 3 hours earlier) and with zero problems at the border.

Great shuttle service between UK and France to travel with your pets! I’ve used their services 3 times and it is well planned, with easy instructions to follow, on time and they’re always available to help. Super reliable!

Excellent service.
Staff were contactable in advance to the date of travel and happy to answer questions and go through any of my concerns.

On the day of travel, we were collected at the meeting point in Fréthun station with everyone else traveling and taken through the tunnel to Ashford international.

The cages were a great size and the overall experience was very pleasant for both pooch and owner.

Will definitely use Le Pet Express again.

I have used Le Pet Express twice, and unfortunately, both experiences were disappointing. The woman who runs the service is extremely rude and seems to have no understanding of basic customer service.

During my first trip, my journey was delayed because we had to wait for other passengers, which caused me to miss my train. While inconvenient, I didn’t complain, understanding that passengers travel from all over the world with their pets and that options are limited.

My second experience yesterday was far worse. After already taking two planes and two trains that day, with one train delayed, I had no earlier options. This caused another passenger and me to arrive just 10 minutes late for the scheduled meeting time. I immediately called and emailed Le Pet Express to explain the situation and politely asked if they could wait an additional 10–15 minutes.

Instead of understanding, I received a personal call from the main lady, who spoke in a rude, patronizing, and arrogant tone, raising her voice and flatly refusing to wait. When we arrived 10 minutes after the scheduled time, the bus had already left, leaving two women stranded in Calais that evening with two pets.

When we called again to check on the bus’s location, as we could have caught up with a taxi before the tunnel, she was unhelpful and wasted our time by asking for our dogs document details - something that should have been checked in advance, not after the bus had left. She suggested that one passenger’s paperwork was incorrect and that they wouldn’t be able to cross the border. While wasting our time asking about documentation for no reason, she eventually informed us the bus had already gone through. We went to the pet check-in location to verify, which cost us extra again, and they confirmed all documents were in order. Additionally, the queues for the shuttle were very long, and if she had not wasted our time, preventing us from catching up, we would have made it on the shuttle. She misled us, wasted our time, and then advised us to take a train back to Calais and rebook the next available trip with her three days later - for an additional fee, of course and the tickets are non-refundable. With no taxis available at that hour, we had to stay overnight in an expensive low quality B&B nearby and arrange another costly taxi the following day due to the last-minute nature of the booking.

I frequently use private shuttle services worldwide and have never experienced anything like this. Delays caused by late flights or trains are beyond passengers control, and any professional operator should offer at least a 15-minute grace period, as they normally do! If you need to refuse the passenger please do so respectfully.

This level of unprofessionalism is unacceptable. I sincerely hope more professional and compassionate operators enter this market. I would rather pay a bit more for a private taxi than ever use Le Pet Express again.

Le site change la date tout seul et on ne peut pas être remboursé ? Vous vous foutez de la gueule de qui ?!!!!

Brenda is a star and could plan a military operation - she's super efficient and on point. Very good pre trip communication .I really appreciated all the emails making sure I had all the right documents . Once I got to Calais it was all very straight forward and my little one was not too put out by the journey .I would really recommend this .Someone needs to make a TV show about this fabulous service .

I’ve used the express for the second time and it was as great as the first time. Great communication, really great service and the staff has been fantastic each crossing! Instructions are clear, vehicle is super comfortable and the price is really fair. I cannot thank Brenda and her team enough to make travel with our pets possible.

Brenda and team were super responsive and an essential guiding hand during this process- whole heartedly recommend

Super rude and not helpful at all. We’re traveling from France to UK with our dog and Brenda the owner was very rude. We’ve got all the correct accreditation but they cancelled our tickets the week of travel leaving us to find other options. A ferry is way cheaper! Or just drive your own car.

What an exceptional service. Thank you Brenda!
Our campervan broke down 20 mins from the tunnel and we were struggling to get our 12 year old GSD home. This service was a lifesaver and was recommended on a Facebook group, they got us home same day and Brenda was such a lovely person offering advice and support when we were in panic mode. Her van is lovely and clean and she genuinely cares about animals. She even offered us contingency plans if we couldn’t get home that evening.

Thanks again and I would recommend time and time again.

Merci beaucoup Le pet express!
Oupsy et Razmoth ont voyagé sans aucun stress et dans une bonne ambiance avec leur maîtresse.
Tout était parfait 👍🏻
Un mois avant, Nous avons pu modifier notre date de retour sans aucun problème et sans frais.
De plus, comme les passeports ont été vérifié par Brenda. Le jour du voyage zéro problème 🤩
Je recommande Le pet express.
J’ai hâte d’être fin décembre pour reprendre le Pet Express.

What a lifesaver for me!!!!! Honestly, I am eternally grateful for her!!!!!!!!!!!

We had a little complication with the documentation, and Brenda called me immediately after my booking and held my hand through the whole process. She didn't have to, but that shows how much she cares about animals and people. On top of that, she is super professional, knowing every word of the regulations.

She gave me clear instructions and helped me find the vet in Paris to sort out the Europass. She even checked their availability and urged me to book an appointment immediately. As a result, we crossed the border smoothly - she is such a pro.

Also, her van is super clean and nicely modified to have spacious kennels next to passenger seats so you can stay close to your pet and comfort them.

I really think this shuttle bus service is the best service for transporting animals between the UK and Europe, it is reliable, affordable, safe, well-arranged and managed.

Trust Brenda- she is an incredible human being.

Bringing a pet to the UK has easily been one of the most stressful experiences I’ve ever had—but I honestly couldn’t have done it without Brenda and the amazing LePet team. Brenda, thank you for your patience, support (and for putting up with me during my moments of high stress—sorry again!). I’m so incredibly grateful.

Also, a huge thank you to Stefan, our driver, who went out of his way to make us feel calm and reassured. We’ll definitely be using this service again!

Smooth, effective process aided by knowledgable, helpful and interesting driver

Look for any alternative. it's hard to stress how much you should look for an alternative.

I had to write, and you let you know the great service I received during my trip with you.

Everything went very smoothly, and we even managed to catch an earlier tunnel train than expected making my onward journey in the UK much less stressful.

Nigel, our driver, was a true gent' and very professional. It was a pleasure to meet him. Nigel represented 'Le Pet Express' extremely well. He clearly cares for the pets and the 'parents' alike.

Thank you again for a great service and experience. I would highly recommend Le Pet Express.

Le Pet express made our pet’s journey across the Channel smooth. The team was professional, caring and kept us informed every step of the way. Highly recommended.

Great service! Speedy pick up and friendly driver. Dogs are in a kennel right next to you. Would definitely recommend and take again

These guys are the best. It's stressful and complicated getting a dog back into the UK, and they take care of everything, and make sure you are set with the paperwork, so a smooth journey is assured. They are great at corresponding, and go the extra mile -- personal responses, recommendations, etc. They are also by far the cheapest option, so there's that. This is my second time using them, and I wouldn't hesitate to use them again. Thank you Brenda and Barry! Appreciate all you did to make the journey seamless!

Honest,helpfull and convenient,
Thanks you so much MS Brenda❤️💯