Before The Crate Moves

The ground handling staff put all the documents in the folder — and forgot one. They handle case after case. They can miss things. A quick check before the crate is wheeled away takes thirty seconds and can save a great deal of anxiety. That's what this list is for.

— From the field. Hweeweet.

A note on who's who. "Your import agent" throughout this guide refers to the AVS-recognised import agent you've appointed to manage your pet's clearance — the specialist you hired. The staff who process your documents and prepare the crate at the Lost and Found counter are the airline's ground handling team — typically SATS or dnata at Changi, depending on your airline. Two different groups, both involved on arrival day.

Before you board

Setting your import agent up to do their job

Three things from your side, in sequence — from when you have your documents to the hours before you land.

Send your Pet Certificate and Government Pet Endorsement to your import agent as soon as you have them — and wait for confirmation before you leave

If anything is wrong or missing, you need to know while you can still act on it. Government-endorsed pet certificates are typically by appointment only and most authorities will not entertain walk-ins. Get confirmation that all is in order before you're on the road to the airport.
Once checked in at the departure airport: text your import agent your flight number, expected arrival time, and arrival terminal

Your airline will confirm the arrival terminal at check-in. Pass this to your import agent. Update them if anything changes — delays, gate changes, or an earlier-than-expected arrival.
About 4 hours before landing: send your import agent the latest expected arrival time

Most airlines offer free wifi for messaging apps. The inflight entertainment screen shows a live flight status — use it. If the flight is delayed but recovering en route, wait until you have a reliable estimate before sending an update. One clear message with a firm ETA is more useful than several uncertain ones.

Pro tip: if timing is still in flux, hold off. Update once you have a number you're confident in.

At Lost & Found

The window when you can still do something

Your pet is with you until the crate is wheeled away. Use this time.

Take your pet to the toilet before crating

It may be a while before they're out of the crate again. Give them the chance, even if they don't take it.

Tip: the handicap toilet offers more space and more privacy than the standard facilities.
Offer food and water before the crate is sealed

There is a water trough inside the hard crate — make sure there is water in it before it's sealed. The transfer to CAPQ takes time, and delays can extend that further. Leave enough to cover the unexpected.
Before the crate moves — check the document folder yourself

Do yourself a favour. Open the folder and confirm that every original document is inside — not photocopies, originals. The ground handling staff process many arrivals and can overlook things. A quick check takes under a minute and can save you a great deal of heartache if something is missing after the crate is gone.
Specifically look for the captain's declaration

It is one of the documents most commonly left out of the folder. Note: despite the name, the captain's declaration is signed by the airline's ground handling representative — not the actual captain. You do not need to find the pilot. You do need to confirm the document is in the folder before the crate moves.
Confirm the crate is sealed and labelled

Zip-tied shut. Your pet's name and your contact number on the label.
Text your import agent the handover time as soon as the crate is wheeled away

Flight number, terminal, time of handover. This gives your import agent the timestamp they need to manage the CAPQ timing from their end.

One AVS counter serves all four terminals — commercial imports, cargo hold animals, and in-cabin pets combined. The ground transfer from the terminal to CAPQ takes time. Your import agent is managing that process. You are not. That is the point.

While you wait

Your import agent has it from here

Go home

You cannot speed up the process at CAPQ. Your import agent is there, or on their way. There is nothing useful you can do at the airport.
If you haven't heard anything after two hours — send one follow-up

A good import agent sends unprompted updates. If two hours have passed since handover with no word, one message is reasonable.
Clearance confirmed — ask for a delivery time if they haven't given one

Once your import agent confirms clearance, they should give you a delivery window. Be home.

This is the real benefit of the mandatory agent system. Once the crate is wheeled away, your job is done. Go home, unpack, and wait for the call.

Reference

CAPQ operating hours (as at July 2026)

Useful when choosing your flight. No weekend or public holiday clearance — a Friday evening arrival can mean your pet waits until Monday morning.

Monday – Tuesday	9:00am – 5:00pm
Wednesday – Friday	9:00am – 8:00pm
Saturday	Closed
Sunday	Closed
Public holidays	Closed

Verify current hours at avs.nparks.gov.sg before travel.

Want the full guide?

Cleared for Landing covers everything before this checklist — your schedule, how to find and test an import agent, what every quote should include, the documents, and what the process actually costs. Firsthand from Singapore, verified July 2026.

Get Cleared for Landing — S$27 →