What are VIPP services?
VIPP (Very Important Pet Parent) is PadsPass’s concierge support layer built on top of the Digital Pet Passport. It’s designed for complex or high‑stakes trips where you want proactive preparation, help coordinating travel logistics and documentation, and access to a human support team when plans change.
Who VIPP is for
Pet parents planning international or multi‑leg travel
Members who want hands-on support coordinating logistics and documents, plus help during travel when issues come up
Requires a verified PadsPass pet profile and an active VIPP add‑on for the subscription year
What’s included
Proactive trip preparation and outreach once you signal travel in the app or via support
Concierge coordination and optional add‑ons, such as:
Health certificate handling (e.g., USDA coordination)
Pet‑friendly accommodations planning and confirmations
Coordination with your licensed veterinarian’s office (with your consent) for documentation and records
Human support during travel, with contingency planning for common disruptions
Dedicated VIPP support channels with defined response times
Secure client portal for trip planning, bundles, and travel documents
Availability and scope
Applies to active VIPP members with verified pet profiles
Delivered via PadsPass and trusted partner specialists
Can extend beyond standard PadsPass destination coverage through custom arrangements
How VIPP works
Signal your trip and share key details.
We confirm scope, share optional add‑ons, and begin planning.
Your concierge coordinates documents, appointments, and bookings.
During travel, we provide support and help coordinate next steps when issues arise.
After your trip, we follow up to ensure everything went smoothly.
Support channels
VIPP phone line, concierge in‑app chat, and VIPP email
Acknowledgement and response targets during stated service hours
VIPP email: vipp@padspass.com
General support email: support@padspass.com
Pricing and renewals
VIPP is an annual add‑on to Digital Pet Passport and does not auto‑renew.
VIPP pricing is shown in-app at purchase and may vary over time.
Service hours and response targets
Dedicated VIPP phone line: Mon–Sun, 8:00 AM–5:00 PM ET.
Concierge chat (in‑app): 24/7 intake, with responses prioritized during service hours.
VIPP email: Mon–Sun, 8:00 AM–8:00 PM ET.
Online client portal: 24/7 access.
Response times can vary based on trip complexity, partner availability, and overall support volume. For time-sensitive travel issues, contact VIPP support as soon as possible.
Privacy and discretion
VIPP status and trip details are handled with strict privacy controls and shared only with your consent
If you’re interested in becoming a VIPP member or have questions about eligibility, reach out to our support team.