Vicuna Air Limited

1. Purpose and Scope

At Vicuna Air, pets are not treated as cargo. They travel in the cabin with us, and their comfort, welfare and safety are central to the way we plan each journey. This policy explains how we prepare for, handle and support pets travelling with Vicuna Air, from the information we collect before departure through to boarding, the flight itself, and arrival.

The policy applies to pets travelling with their owners and to pets travelling unaccompanied through our Biscuit Class service. It is intended to give customers a clear picture of our day-to-day approach to animal welfare and the practical steps we take throughout the journey.

This policy should be read alongside our Terms & Conditions and published FAQs. It explains our operational approach but does not replace or expand the legal rights, responsibilities, exclusions or limitations set out in the Terms & Conditions. If there is any conflict, the Terms & Conditions will take precedence.

2. Our Approach to Pet Welfare

Our approach is built around space, preparation and individual attention. A Gulfstream GV can be configured to accommodate up to 16 passengers, but Vicuna Air generally limits its flights to around 10 guests travelling with their pets. This helps keep the cabin from feeling crowded and gives both passengers and animals more room throughout the journey.

Every Vicuna Air flight includes a dedicated Vicuna Concierge in addition to the operating crew. Our Concierge team is trained in dog handling and certified in canine first aid and CPR. Their role is to get to know the pets travelling on the flight, support owners through the pre-boarding process and help look after the comfort and welfare of our animal passengers throughout the journey.

3. Preparing for Your Pet’s Journey

3.1 Booking Information and Pre-Flight Conversation

Preparation starts when you book. We ask for basic information about your pet, including their age, size, breed or species, together with anything else needed to arrange the journey. We also arrange a pre-flight conversation with every owner as a standard part of our process.

The conversation gives us an opportunity to understand your pet beyond the basic booking information. We may discuss their personality, routine, previous travel experience, how they react around unfamiliar animals and people, whether they are comfortable being handled by someone other than their owner, and whether there are particular situations that make them anxious or unsettled. Owners should also tell us about any previous aggression, fear-based reactions, medical issues, mobility needs or recent changes in behaviour.

3.2 Documentation and Fitness to Travel

Our travel-documentation process also provides an important health check shortly before departure. For journeys into the UK or EU, we require the relevant pet health certificate; for journeys into the US, we require a fit-to-fly certificate as part of our process. These documents are completed and signed by a veterinarian shortly before travel, typically around a week before departure, and help confirm that your pet is fit to undertake the journey.

The veterinary documentation is not a substitute for keeping us informed. If your pet becomes unwell or injured after it has been issued, or experiences any significant change in health or behaviour before departure, please tell us as soon as possible. If we have concerns on the day of travel, we may ask for further veterinary advice or decide that it is not appropriate for the pet to fly.

3.3 Your Role as an Owner

You know your pet better than anyone, and a good journey depends on us having accurate information. Owners remain responsible for their pets throughout the journey and should tell us about any health, behavioural or other needs that may affect travel. Please follow any reasonable instructions from the Vicuna Air team or operating crew relating to your pet, cabin safety or the comfort of others onboard.

Owners are also responsible for ensuring that all required health, vaccination, import, export and other travel documents are correct and complete. We will guide you through the documentation process, review copies provided to us and flag anything that appears to be missing or inconsistent, but responsibility for meeting the requirements applicable to the journey remains with the owner.

4. Getting Ready for Departure

4.1 Arrival, Lounge and Pre-Flight Socialisation

We ask passengers travelling with pets to arrive approximately one hour before the scheduled flight. On arrival, you and your pet will be welcomed into the departure lounge at the FBO handling your flight, giving you both time to settle before boarding and meet the other pets travelling that day.

The socialisation period is an important part of the Vicuna experience. It allows pets to become familiar with one another away from the aircraft and gives our team an opportunity to observe how they interact. We look for signs that animals are relaxed and comfortable, as well as anything that may need to be taken into account before boarding. A nervous or excitable first reaction does not automatically mean that a pet cannot travel; the purpose is to understand the group before the flight.

Ahead of departure, we may share passengers’ first names, their pets’ names and photographs with others travelling on the same flight to support introductions, seating and cabin coordination. Any such sharing is carried out in accordance with our Privacy Policy.

4.2 Final Seating and Boarding

The observations made during the socialisation period help us finalise seating for the flight. Seats are not allocated solely on a first-come, first-served basis; the compatibility and needs of the pets travelling together are an important part of the decision. We may place familiar animals near one another, create additional space around a nervous pet or keep animals apart where that is likely to result in a calmer journey.

Boarding is managed with the same approach. We may vary the order in which passengers and pets board, or ask someone to wait briefly while another animal is settled, to avoid unnecessary congestion or close contact at the aircraft door and in the aisle.

5. The Cabin Experience

5.1 Seating and Space

Dogs travel in the cabin and are never placed in carriers as part of the Vicuna service. Depending on their size and the space available, they may sit on their owner’s lap, beside them where aircraft safety requirements permit, or in the floor area around their owner’s seat. Larger dogs will generally remain on the floor close to their owner.

Cats and all other approved pets travel in an appropriate carrier throughout the journey, including while at the airport or FBO and onboard the aircraft. All pet seating and placement must comply with aircraft safety requirements and instructions from the operating crew, and pets must not obstruct aisles, emergency exits or crew access.

5.2 Leads, Harnesses and Muzzles

Dogs must remain on a leash while moving through the airport or FBO and when walking to and from the aircraft. During the flight, all dogs must wear a secure harness and remain attached to the aircraft seat using the bungee restraint provided by Vicuna Air for the duration of the flight. Owners should follow any additional instructions from the operating crew about the use of leads or restraints.

Passengers travelling with a dog must also bring a suitable muzzle, present it at check-in and keep it immediately available throughout the journey. We may ask for the muzzle to be used before boarding or during the flight where this is considered necessary for safety. A muzzle is an additional precaution rather than a substitute for appropriate owner control.

5.3 Food, Water and Toileting

To help reduce the likelihood of nausea, discomfort or accidents during travel, we ask that pets are not fed on the day of the flight and that water is removed a couple of hours before departure. If your pet has a dietary or medical requirement that affects this preparation, please raise it with us during the pre-flight conversation.

During the flight, we provide access to treats and water where appropriate. We can also provide absorbent pads and dog nappies when necessary. If an accident does occur, our team will deal with it calmly and discreetly.

5.4 Familiar Items and Comfort

Owners are welcome to bring a small familiar item, such as a blanket or soft toy, where this can be safely accommodated around the seat. Familiar smells and objects can help some pets settle during the journey.

Large beds or bulky items are not suitable for the cabin where they cannot be safely secured or stowed for taxi, take-off and landing.

6. Supporting Your Pet During Travel

6.1 Anxiety and Distress

If a pet becomes anxious or unsettled during the flight, our Concierge will work with the owner to help them settle, taking account of what we already know about the animal and what normally works best for them.

Depending on the circumstances, we may create more space, adjust seating, separate pets or change how an animal is being handled. Our role is to make reasonable adjustments where these are practical and safe, and to support both the pet and owner throughout the journey.

6.2 Aggressive or Unsafe Behaviour

Behavioural concerns can arise between pets as well as between a pet and a person. We therefore ask owners to tell us about any history of aggression, fear-based reactions or other behaviour that may be relevant to travelling in a shared cabin. If a dog is identified as assertive or aggressive during the booking process, we may ask for additional information and may require a further travel-suitability assessment by a veterinarian or Vicuna Air pet partner at the owner’s cost.

Examples of behaviour that may require intervention include:

• biting, snapping or lunging at people or other animals;
• sustained aggression or intimidation towards another pet;
• repeated uncontrolled barking or distress that cannot be settled;
• inability to remain under the owner’s control; or
• behaviour that interferes with the crew’s ability to perform their duties.

If unsafe or disruptive behaviour occurs, we will first consider whether the situation can be managed through greater separation, a change of seating, owner control or another practical precaution. Where a situation cannot be managed safely, we reserve the right to decline travel or take any other action reasonably required to protect people and animals onboard.

6.3 Medical Incidents and Emergencies

If a pet becomes unwell or injured during the journey, our team will take appropriate steps to support their welfare. This may include seeking veterinary advice or arranging veterinary assistance where necessary.

Where urgent veterinary care is required, we may need to act quickly. For pets travelling in Biscuit Class, we may arrange emergency veterinary care without prior approval from the owner where we consider this necessary to protect the pet’s welfare. Where veterinary assistance or professional handling is required for a Biscuit Class pet, we may share relevant information about the pet with the veterinarian or professional involved, in accordance with our Privacy Policy.

Significant medical, behavioural or welfare incidents may be recorded so that we can communicate relevant information to the owner and review whether any changes to future travel arrangements or procedures are appropriate.

7. Biscuit Class: Unaccompanied Pets

Leaving a pet to travel without you can understandably feel very different from accompanying them yourself. Biscuit Class is designed to give owners confidence that their pet remains in the care of the Vicuna Air team throughout the journey, with regular communication from handover through to arrival.

7.1 Before Travel

Biscuit Class pets follow the same pre-travel process as accompanied pets, including the standard pre-flight conversation with the owner. Because the owner will not be onboard, that conversation is particularly important in helping our team understand how the pet behaves away from home, how they respond to unfamiliar people, what helps them settle, and any routines or preferences that may be useful during the journey.

7.2 During the Flight

During the flight, Biscuit Class pets remain in the care of the Vicuna Air team. Our Concierge will monitor how your pet is settling and provide appropriate support where needed, including reassurance, comfort handling, access to water and practical adjustments to help them remain settled during the journey.

The level of interaction will depend on the individual pet. Some animals are happiest with regular attention, while others settle more comfortably with minimal handling. Our team will use the information provided before travel, together with what they observe on the day, to judge what is likely to work best.

7.3 Updates for Owners

We know owners want to know how their pet is doing rather than simply wait for confirmation at the destination. During Biscuit Class journeys, we send updates, photographs and messages so that you can see how your pet is travelling.

The timing and frequency of updates will depend on the flight and the needs of the animals and crew at the time, but keeping owners informed is an important part of the Biscuit Class service.

7.4 Arrival and Reuniting with Your Pet

On arrival, our team will prepare your pet for collection and help make the handover and reunion as smooth as possible. We will let you know how your pet travelled and pass on anything about their behaviour, comfort or health that we think you should be aware of.

Where the journey involves border, veterinary or other regulatory checks, collection may need to wait until the applicable arrival process has been completed. If someone other than the owner will collect the pet, we will ask for details of the authorised receiver in advance, including identification information, so that the handover can be planned appropriately. We will work with you or the authorised receiver through the collection process.

8. Other Pets and Service Animals

Although many of our passengers travel with dogs, we also welcome cats, rabbits, guinea pigs and other approved small companions. Because different species can have very different travel needs, we ask owners to contact us before booking so that we can understand the individual animal and confirm that we can accommodate them safely and appropriately.

Fully trained service animals are also welcome onboard. If you will be travelling with one, please let us know in advance so we can plan the journey appropriately.

9. Insurance

We require owners to maintain valid third-party liability insurance covering their pet for the duration of the journey. Evidence of cover may be requested before or during travel.

We also strongly recommend that passengers arrange appropriate travel insurance for themselves and any other members of their travelling party. Travel insurance can provide important protection against unexpected events that may affect your plans, including delays, cancellations, medical issues or disruption to your wider travel arrangements.

Passengers should ensure that their policy provides cover appropriate to their individual circumstances, including any specific requirements relating to international travel, travelling with pets or unexpected changes to their plans. Options for trip cancellation, health and accident insurance from third-party providers can be provided on request.

10. Contact

If you have any questions about your pet’s journey, suitability to travel or any individual requirements, please contact our team before departure. We are always happy to talk through the journey and any questions or concerns you may have.