Yes I think that they should pay for everything. It sounds like to me that these people did not care about the animal. I ship a few things but mostly get things shipped to me, and everytime I feel soo bad for the animals that are getting shipped. I know that it has to be done, so when I do it I make sure that I do everything that I can to make the trip as stressless as possible for the poor little guys. There should have been air holes of course, but also some type of padding in the deli.