United alters course after howls of protest

Max, a 13-pound Pomeranian-poodle mix, would have cost $1,300 to transport home from Japan under the policy that United planned to put in place, a substantial increase, according to owner Nikki Wood, a miliary wife. less Max, a 13-pound Pomeranian-poodle mix, would have cost $1,300 to transport home from Japan under the policy that United planned to put in place, a substantial increase, according to owner Nikki Wood, a miliary ... more Photo: Courtesy Photo Photo: Courtesy Photo Image 1 of / 1 Caption Close United alters course after howls of protest 1 / 1 Back to Gallery

Facing a backlash from pet-owning American military families abroad, United Airlines said Wednesday that military personnel who are relocating will be exempt from a new, more expensive program for transporting animals.

The families protested changes coming next month in the airline's pet policy, which will add hundreds or even thousands of dollars in costs to passengers transporting pets.

The change is part of the airline's ongoing integration with Houston's former hometown carrier, Continental Airlines.

As part of the merger, the two airlines' parent company has selected what it considers the best policies and programs from each airline as it creates what it calls "the new United." On March 3, the Chicago-based airline will switch to Continental's pet program called PetSafe.

PetSafe, which is somewhat pricier than United's program, requires pets that are too big to be carried in the cabin with their owners to be checked as cargo rather than excess luggage, as they were with United. Charges are based on the animal's weight and the length of the flight.

But all cargo shipped from certain countries, including Japan, where many American military personnel are based, must receive customs clearance through a third-party vendor before it is flown out. The vendors charge airlines fees as high as several thousand dollars that the carriers pass on to shippers, which now will include pet owners.

When the Chronicle inquired about the policy on Tuesday, United defended its decision to use PetSafe, which it described as an "industry leader," and said the added vendor cost is "not our fee."

In a statement given to the Chronicle Wednesday, however, the airline said it had reconsidered and will make an exception for military personnel.

"As a result of the constructive feedback about our PetSafe product, we more fully understand the impact of our implementation of this product on our military families," the statement said.

More Information Flying Fido Military families seeking exemptions from a new, higher price for transporting pets as cargo on United Airlines should call 800-575-3335 or 832-235-1541.All passengers still will be allowed to bring pets under a certain size aboard in carriers for a fee of $125. They will count as a carry-on item.

The airline developed a policy that will allow transportation of pets without the third-party vendor - but only for military personnel changing stations or otherwise traveling on orders.

An online petition opposing the impending change - its effect on military personnel, in particular - had collected more than 2,400 signatures by Wednesday.

American military families in Japan were particularly upset by the change because United is the military's contracted carrier there, meaning personnel and their families have to fly the airline if they want to be reimbursed or if the military books their tickets for them.

Nikki Wood, a military wife living in Okinawa, said United had quoted her $1,300 to fly her 13-pound Pomeranian-poodle mix, Max, home next year under the new program. Elena Burniske, another military wife in Okinawa, said she paid just $250 to fly her 5-pound Chihuahua to Japan two years ago.

Both said many cash-strapped military families would be forced to leave their pets behind if they had to pay the vendor fee.

Wood said in an email she is "glad they are working to help us out."

The exception, however, only applies to military customers. All others flying pets on United out of Japan, and a number of other Asian, European and South American nations that require cargo to clear a vendor, still will have to absorb the fee.

United spokeswoman Mary Ryan said the airline doesn't profit from the fee as it passes it on. Ryan said Continental's PetSafe was superior to United's pet policy.

A travel agent who arranges for pet transportation agreed. Jenna Ramirez, a pet travel specialist at Tucson, Ariz.-based Happy Tails Travel, said about 80 per-cent of the agency's pet shipments went through Continental, compared with about 1 percent through United, because of PetSafe's quality.

"It is one of the best in the world with all airlines competing, not just domestically," Ramirez said, noting the program is well staffed, responsive and offers more detailed tracking capabilities.

kiah.collier@chron.com twitter.com/kiahcollier