Pet Retailers Vie for Loyalty with Virtual Vet Services, Pet-Inclusive Air Travel

The nation’s two largest pet retailers are expanding their services as they compete for pet owners’ loyalty. PetSmart has rolled out a virtual veterinary support program with Vetster to select U.S. stores, giving associates real-time access to licensed veterinarians to help support the thousands of pets in their care every day. Rival Petco has partnered with air carrier JSX to provide complimentary amenities across its U.S. flight network, including: Limited-edition pet swag like JSX x Petco bandanas (available February 2026); Curated lounge treats to keep pups engaged while waiting for flights (available February 2026); Pet travel essentials, including carriers and leashes from Petco’s owned brands, available for loan to JSX customers (available February 2026); Customized inflight snacks for dogs and cats from Petco’s WholeHearted brand (available April 2026); Access to Petco content and resources to help prepare pets for travel; Petco-sponsored pet relief stations with clean-up supplies rolling out across the JSX network beginning this spring; and Two Petco-branded JSX aircraft in honor of the partnership. Additionally, JSX will participate in charitable initiatives such as pet adoption events through the national nonprofit Petco Love. “Pets experience the world through us, and when we bring them along on our adventures we turn every trip into an opportunity to make their world bigger, better and more connected to ours,” said Michael Romanko, Chief Customer and Product Officer at Petco in a statement. “This partnership goes beyond convenience — it’s about inclusion, and giving pet families across the country even more ways to bond and have fun with the pets they love most.” JSX’s pet friendliness extends to its new Club JSX loyalty ecosystem. Customers can create sub profiles for their dog or cat and view how many rewards their pet has earned, fully shareable across a family pool. “JSX has always believed that pets are family, and so it’s only natural for us to partner with Petco to improve their travel journey for all from nose to tail,” said David Drabinsky, Chief Commercial Officer at JSX in a statement. JSX isn’t the only pet-friendly carrier flying today: in June 2024 Bark Air debuted service as a luxury air travel experience for dogs. PetSmart Brings Telehealth to our Furry, Feathered and Scaly Friends The Vetster medical platform is designed to deliver expert veterinary care online. Where regulations allow, PetSmart associates can connect with vets who can diagnose and treat a broad range of concerns virtually. This type of care is effective for many of the day-to-day issues pets experience, from sudden concerns like vomiting, diarrhea, infections and minor injuries to ongoing needs such as anxiety, allergies, arthritis, weight management and flea and tick prevention. “Virtual care is powerful,” said Mark Bordo, CEO of Vetster in a statement. “Veterinarians can diagnose, treat and support a wide range of conditions online. By giving PetSmart associates immediate access to this expertise, we are raising the standard of in-store care for pets across the country.” The Vetster network includes vets with expertise across all species found in PetSmart, including birds, reptiles and amphibians as well as dogs and cats, and the service is designed to complement, not replace, in-clinic veterinary relationships. “Pet parents trust us to care for their pets with the highest standards,” said Rob Pace, SVP of Veterinary Health Services at PetSmart in a statement. “By partnering with Vetster, we’re bringing industry-leading virtual care technology directly into our stores. This is especially valuable in areas where access to veterinarians is limited.”