Update from Bev Farmer.
'On checking the crates at cargo no cable ties where on them to secure the crate door this is standard practise to use the cable ties. The crates are pre moulded around the rim of the door for them has a secondary backup if the lock on the door failed. Once the crates are secured in the hold they are covered by netting but when they went to remove the crates the crate door was open and no Crystal . There is no sign of damage to the crate that she had tried to break out she is a relaxed traveller. The locking mechanism was only turned half way not in the full lock position . At the moment an investigation is under away to establish why no cable ties on the crate CCTV footage is being checked at Heathrow so we wait to hear for their report ., The other issue the dogs were sent without their collars they were taped to the top of the crate . To try and remove a dog in such a risky situation just coming off a flight and no collar is dangerous.
To say at the moment I am not impressed with the service is an understatement. The cost to fly the dogs Cargo was considerable to not put cable ties on the crates which cost next to nothing in my eyes is negligent . We put these dogs in the care of a professional people and they have failed them and will be pursing a formal complaint to those responsible for Crystal. Also protocols need to be reviewed so this does not happen again.
The good news 12 hours later Crystal was caught and now is safe Rhonda has just got her .
Rhonda, Denise and I have had one hour's sleep, we are exhausted but relieved she is safe.
The staff at Toronto airport have been wonderful, very supportive, we can not thank them enough for their help. This could have been a terrible outcome, we count our blessings she is safe.