lessons learned from a big scare
On December 15th, while returning home from Edmonton, our team experienced a situation that underscores the critical importance of accurately reporting pet behavioral concerns. At approximately 7:30 p.m., as we landed in Richmond, we received a call from a client requesting an early check‑in for their dog, Wiggles, a Border Collie–Aussiedoodle mix. Their family was departing for China and hoped to reach the airport ahead of schedule. We informed them that although we were not yet at the Pawty Mansion, we had arrived in Vancouver and would be on-site within the hour. Our staff were available to complete Wiggles’ intake, and the owners agreed. The owners completed our terms and conditions and did not disclose any behavioral issues. Upon arrival, however, Wiggles displayed clear signs of severe separation anxiety. Our staff member remained with her, sitting on the floor to help her settle until we arrived from the airport. When we reached the Pawty Mansion, Wiggles initially appeared calmer. However, at approximately 9:30 p.m., as our staff opened the door to leave for the night, Wiggles suddenly bolted from my arms, ran through the front gate, and crossed SW Marine Drive. My two staff members and I immediately pursued her, tracking her as far as Riverview Park at Angus and 66th. Despite our efforts, she was too fast, and we eventually lost sight of her in the darkness. We immediately contacted the family to inform them of the situation. We assured them that they should continue with their travel plans and that we would spare no effort in locating Wiggles. Our team continued searching for hours, joined by the client’s mother‑in‑law, a neighbour, and several volunteers. By 3 a.m., in heavy rain and darkness, there was still no sign of Wiggles, and we began to fear the worst. We agreed to rest briefly and resume the search at daylight. Before morning arrived, the client’s mother‑in‑law returned home—6 km away near Granville and 33rd—where she discovered Wiggles waiting safely in her backyard. For an 11‑month‑old puppy to navigate such a distance through high‑traffic areas and return to a familiar home was remarkable. We were relieved and grateful that Wiggles was unharmed. In four years of operation, we have never lost or injured a pet in our care. This incident, however, highlights the importance of full transparency regarding behavioral tendencies. Although the owners noted that Wiggles was “friendly and curious” and liked to “follow you everywhere,” they did not disclose her significant separation anxiety. Had we been aware, we would have implemented additional precautions, including securing exit points before intake.
To ensure the safety of all pets in our care, we ask all clients to accurately report any behavioral concerns, including but not limited to:
- Separation anxiety
- Escape tendencies or “runner” behavior
- Prey drive (chasing squirrels, raccoons, cats, etc.)
- Reactivity or fear-based behaviors
Following this incident, we have implemented additional safety measures, including:
- A fully enclosed entry vestibule to prevent dogs from slipping out during arrivals and departures
- GPS AirTags for all dogs staying with us
- A remote-controlled gate opener to reduce risk during staff transitions and drop-off and pick-ups
These enhancements, combined with accurate information from pet owners, will help ensure that an incident like this never occurs again. We appreciate your cooperation and commitment to keeping all pets safe.
