Brookledge is well-regarded in the horse transportation industry, known for its high-quality equipment and commitment to equine care. Indeed, for many years, they were synonymous with excellent customer service, regardless of the client’s size. However, recent experiences suggest a potential shift in their service approach, particularly for individual horse owners who aren’t frequent, large-scale shippers.
Five years ago, the experience of shipping a single horse across the country with Brookledge was exemplary. The service felt personalized and efficient. An exact pick-up date was provided upfront, regular updates were communicated throughout the journey, and crucial equine care practices like administering gastro-guard and electrolytes were standard procedure. Pick-up and drop-off were conveniently scheduled during business hours. The slightly higher cost compared to other companies was justified by the peace of mind knowing the horse was in capable hands and the process would be logistically smooth.
Fast forward to this year, arranging transportation in the opposite direction became a stark contrast. Despite paying a higher per-mile rate, the organizational process felt arduous. Obtaining clear commitments on scheduling proved challenging, with specific dates replaced by vague weekly windows. Notification for pickup was given with barely 24 hours’ notice, requiring rapid coordination across multiple barn locations. Furthermore, proactive communication during transit was absent; the only notification came when the horse was less than an hour from arrival.
Despite these communication and scheduling frustrations, it’s important to note that the horse arrived in good condition, reaffirming Brookledge’s reputation for horse welfare. Interestingly, prior to re-engaging Brookledge, a booking was made with a competitor who initially provided a pickup timeframe. However, this competitor drastically altered their schedule at the last minute, citing a larger client and postponing pickup by over a month, with minimal communication. This eleventh-hour schedule change would have resulted in significant extra costs and logistical complications. Reaching out to Brookledge again with an urgent request, they managed to accommodate the transport within a couple of weeks, albeit with continued communication challenges and scheduling ambiguity.
This experience suggests a potential industry-wide trend. It appears that the horse transportation sector may be evolving to prioritize larger, more frequent clients. While companies like Brookledge maintain their standards of equine care and utilize well-maintained, comfortable air ride box stalls, the level of customer service and communication for smaller, less frequent clients may be diminishing. For those who ship horses infrequently, the trade-off might now be accepting a less personalized, and at times frustrating, customer service experience for the assurance of quality horse transportation. The question for individual horse owners becomes whether the reliability of horse care outweighs the challenges in communication and scheduling when choosing a transportation provider like Brookledge in the current market.
