Mary, I had the WORST experience EVER with them!
I had to fly home from Albuquerque because my step father's mother passed away so I could go to her wake. I went to ABQ airport that morning and had my 2 dogs with me in the carrier. I explained my situation, paid for the dogs and took a flight with a layover in O'Hare, Chicago. Thankfully I was flying with my husband (then boyfriend) because in O'Hare, they asked to see the ticket for the dogs. I could not find it anywhere and the paper perforated ticket fell off their carrier somewhere midflight, I had no idea. I told them I paid for them in ABQ airport. They had NO record of my paying for them. The women was mental that I was flying with 2 dogs. I said, they could bill me, I'll pay again, but I can't miss my connecting flight into Manchester because it was my grandmothers wake. This women refused me, she was so rude that I asked her to get her supervisor because I was done dealing with her. They suddenly told me I could not have 2 dogs in 1 carrier (but in ABQ it was fine). Needless to say, they made me go back through security, pay for the dogs AGAIN and they gave me another carrier (that was free, for my hassle). I missed the flight home, missed my grandmothers wake and sat in the O'Hare airport with my boyfriend for 7 hours before we could get on another flight.
When we did make it home, I found the receipt that I paid for the dogs.... in all the hassle at ABQ airport, they did not take the signed copy from me. So I guess I did not pay for them after all, the first time. What a mess. But it was the rudeness. I mean come on, it's 2 SMALL dogs, would it have killed them to let me settle things when we got to manchester, or on board the flight or something so I didn't have to miss the wake? I was so mad! Not to mention, they put my dogs under a lot of stress by making me separate them into 2 carriers. My dexter, by the time, we got to manchester, ate through the mesh carrier and I had to hold him, he FREAKED out the entire flight!
I sent a LONG email saying how horrified I was, and that I'd never fly them again. They sent me an apology and a $150 voucher (uuummm... didn't I say I'd never fly you again!?!?) Well I flew to ABQ again w/o my dogs on their dime! LOL
So email them... tell them your experience, you can probably get some voucher!