Moving is never easy, much less with pets. Even less than that is if the move is international! Of the pet travel companies I was recommended, I selected Starwood Pet Travel and am beyond glad that I did. A tried and true element of operating a business is providing exceptional service, and Starwood Pet Travel exemplifies this. My travel orders took months to complete, but Starwood Pet Travel kept in contact, periodically checking in with me and marking off what needed to be done as my moving day approached. Alas moving day came, but circumstances beyond my control required me to fly out first. This is where Starwood Pet Travel, specifically Sage Ingle, the senior customer care coordinator, really shined. My two cats were to reunite with me in Hong Kong. Due to the airlines' policies, my cats had to have a layover in Germany. This complicated things, as my cats now needed a health certificate for both Europe and Asia. However, Sage was able to coordinate all parties while I was halfway around the world. This included health certificates for my two cats, which had to be done two days prior to their travel. The pet hospital I used gave me some pushback, citing the short-turn around time needed for a signed copy of the health certificates. However, Sage held firm with my cats' appointment times and working behind the scenes to get a FedEx overnight delivery of the health certificates. The certificates were supposed to come on the day before travel, but something went awry. With a feeling of despair, I called Starwood Pet Travel, including one of their management staff in one of my earlier emails. I also found an after hours phone number to which I left a voicemail on and promptly received a callback a few minutes later. Although I forgot the name of who helped me, she was was able to provide me an update of the health certificates, which was scheduled to arrive before 9:30AM on the day of my cats' travel. I waited anxiously and sure enough, my cats' health certificates arrived before their flight. This was the first of two stressful issues that Starwood Pet Travel overcame. The second issue occurred right after. The air conditioning of the plane's cargo hold was broken and therefore my cats would not be able to fly that day. This was really distressing because the health certificates were only valid for so long. Without another flight, I would have needed to spend another few hundred dollars on a new set of health certificates. Fortunately for me, Sage was the heroine of the day again--she was able to rebook another flight the very next day, thus saving me the trouble of needing another health screening for my cats. This was the second stressful issue that Starwood Pet Travel overcame. My cats eventually made it to Germany, with Sage updating me of their journey. I was able to track the flight from Germany to Hong Kong, where I was almost reunited with my two cats. Because of the plane's air conditioning debacle, I now had to clear the cats myself instead of the local agent that Starwood Pet Travel had originally tasked. I was able to get the paperwork from the local agent and arrange transport myself. Luckily I had a friend with a van that could fit my cats' kennels. The final step was to clear the documents with Hong Kong officials. As a government worker myself, I know things can go south extremely quickly if there was any error. My heart was racing quite a bit as the worker kept asking for a form, which I had already given. Luckily the form was there--after a few more minutes of checking, my cats were finally released to me. I could not have been any more relieved! I took my cats to our new home. They were exhausted from the whole ordeal--I let them plop on the floor the first night before showering them the next day. I cannot stress how absolutely magnificent and easy Sage and Starwood Pet Travel made things for me. There were many firsts for me--moving, having cats, and clearing them with a foreign government. And not to mention the issues I had with the FedEx overnight delivery and the rebooking of my cats' flight! Yes, I know it's possible to have done everything myself but with everything that happened, I am so glad I used Starwood Pet Travel. Sage even informed me that she would refund some of the charges because I had to go pick up my two fur babies myself. This honesty, along with their impeccable service and attention to detail, is what will make me recommend using Starwood Pet Travel to anyone and everyone that I know who require their services. I know exactly who to call when I move back to the US! Sage and Starwood Pet Travel, I am truly thankful for each and every one of you! Happily reunited, Sofii, Khloe, and Henry