the customer service rep could have soooooo easily have taken on a sarcastic tone as the mistake was at my end! She didn't, she simply walked me through reflective review of the process, like what ef... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
A couple of issues initially (KT Online account had been deactivated, presumably because it had been a while since I booked travel, and it took until the evening to get a reply to my subsequent email... Toon meer
Bedrijf heeft geantwoord
My recent experience with Key Travel was fantastic. Rhys Quinn was so supportive and kind on the whatsapp emergency line and afterwards via email, helping me every step of the way to rearrange my book... Toon meer
Bedrijf heeft geantwoord
Diana. She kept on going on a pretty tough problem caused by United canceling a flight due to a general strike in Portugal. The strike was known about 7 days earlier but United only canceled very sh... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Founded in 1980, Key Travel by Trip.Biz is the world’s leading travel management company exclusively focused on the unique travel needs of mission-driven organisations. We specialise in supporting organisations where mission, purpose and social impact are central to their objectives, including academic, humanitarian, faith-based, charity, NGO, and other purpose-led organisations. Operating across the UK, Europe, Canada and Africa, Key Travel has a long-standing heritage in serving the not-for-profit sector and was the first travel management company to launch specialist air fares for this market. Key Travel helps organisations reduce the cost, complexity, risk and carbon impact of travel, enabling them to focus more of their resources on delivering their mission.
Contactgegevens
9th Floor St James Building, 61-95 Oxford Street, M1 6EJ, Manchester, Verenigd Koninkrijk
- hello@keytravel.com
- www.keytravel.com
4,7
Uitstekend
868 reviews
Vraagt klanten om een review
Dit bedrijf nodigt klanten uit om een review achter te laten. Deze mag zowel positief als negatief zijn.
Heeft 100% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Helpful and polite staff
The staff were polite and helped me book a hotel not available online. They communicated clearly and in detail and my request was fulfilled in a fairly timely manner. I had a positive experience and would recommend.
17 januari 2026
Antwoord van Key Travel
Great to hear about your positive experience Mary, thank you for leaving us a review!
Very professional and very helpful.
17 januari 2026
Antwoord van Key Travel
Thanks Jim, we appreciate you sharing how professional and helpful you found your interaction with our team.
System is easy to follow
System is easy to follow, when looking to book what we our requirements are.
14 januari 2026
Antwoord van Key Travel
Hi Tina, we're pleased you found our booking tool easy to follow. Thanks for sharing the feedback!
Antwoord van Key Travel
Thanks Matteo, our agents are great at managing and sorting out travel related issues, but it's always nice to see a review calling this out.
Simple and easy if it's a straight forward journey
As I made the booking myself it was straight forward, no need for any intervention by KeyTravel staff. All info was there for me to choose from.
12 januari 2026
Antwoord van Key Travel
Hi Michelle, our booking tool was created in collaboration with our customers to ensure it was as simple and straight forward as possible, so this is just what we love to hear.
Flight booking
Straightforward process. Easy to understanding options before booking was confirmed.
10 januari 2026
Antwoord van Key Travel
So pleased to hear you found the booking process easy to understand Barbara. Thanks for sharing.
Students: Stay Away!!
I am a college student and this company was recommended by my university for booking my flight for a semester abroad. The cost was more than double the average rates my mom found later online, and when I canceled the flight (which I had been told was 100% refundable) they took three weeks to issue a refund and then shorted me $809. Calling to ask for assistance was completely unproductive. The first person said I’d receive a call back (I did not) and the next day the agent said I’d have to write an email.
The website encourages customers to call for the best service, but doe not list their phone number anywhere on their site or on any correspondence I received from them. I had to look them up on Mapquest to find a phone number. I requested that my university remove their recommendation, as this whole experience felt like extortion and highway robbery. I cannot understand how they have such high ratings.
**update** I WISH I were updating today to say that my complaint was addressed satisfactorily. Unfortunately, I was given excuse after excuse that changed daily, and ended with the claim that the AIRLINE was the entity that did not refund my money and that I would have to wait indefinitely for them to address the problem. This company may give helpful service to those who pay their exorbitant fees, but have been the absolute worst to work with in issuing a refund.
25 december 2025
Review zonder uitnodiging
Antwoord van Key Travel
Thank you for taking the time to share your experience. I am genuinely sorry for the frustration this caused, particularly at what should have been an exciting time preparing to study abroad.
We can see that the flight was booked directly via our online booking tool, and the fare selected was subject to a 70% cancellation fee. These conditions are displayed during the online booking process, including before payment is taken. Based on the fare rules, the refund was processed correctly in line with those conditions.
However, we are continuing to investigate any advice you were given verbally about the fare being fully refundable and our Operations team will reach out to you directly once that investigation has concluded.
We can see that the promised call-back did not take place and for that, we are truly sorry. We have raised this internally to mitigate any recurrence.
As we are contracted to provide Travel Management to your organisation, each organisation has a specific designated contact number for their travellers to reach Key Travel, this is to ensure they reach their designated reservation team. We do have a 24/7 emergency contact number which is located on our website and also in the important information section of all of our booking confirmations and are sorry this was not clear enough to identify.
As you mention, we do receive many positive reviews and it is always disappointing to hear of a time when we have fallen below expectations. As mentioned earlier, our Operations team will reach out to you when they have concluded their investigation into the advice you received, however if you need anything further before then, please feel free to email us at hello@keytravel.com
Antwoord van Key Travel
Thanks Camilla, we are very pleased to hear about your experience.
Antwoord van Key Travel
Great to hear, thanks CW.
Antwoord van Key Travel
Great to see this feedback Romaric, thanks for sharing!
Diana
Diana. She kept on going on a pretty tough problem caused by United canceling a flight due to a general strike in Portugal. The strike was known about 7 days earlier but United only canceled very shortly in advance. The only options were getting a refund and rebooking. Most of the flights were at mini-bar prices. We were flexible and she found a way to get us out on a United flight through a Lufthansa code share.
10 december 2025
Antwoord van Key Travel
Thank you so much for your kind review Art! We’re delighted to hear that Diana was able to support you through such a stressful situation. Last-minute cancellations, especially those caused by events outside anyone’s control, can be incredibly challenging, and we’re glad Diana's persistence and problem-solving helped you secure a workable alternative.
Great service
I requested to book a cab pick-up from an airport in Bangkok, and this was handled quickly.
7 december 2025
Antwoord van Key Travel
Hi Cynthia, it's great to hear we were able to sort this for you. Thanks for leaving us a review.
Portal is user friendly.
5 december 2025
Antwoord van Key Travel
Exactly what we love to hear Jo! Thanks for sharing and we're pleased to know you are finding our booking tool user-friendly. Travel can be stressful enough, without needing to navigate complex booking systems!
Excellent service
Excellent service, agents were immediately available. Happy they manage our corporate travel!
5 december 2025
Antwoord van Key Travel
Thanks for sharing this feedback NB. We appreciate you taking the time to let us know that you are enjoying the service.
I booked a flight to Munich and found…
I booked a flight to Munich and found the price was a good match with what is available on line. The system is easy to use and quick. The survey feedback was asked before the confirmation came in - that seems a bit premature.
8 december 2025
Antwoord van Key Travel
Thanks for the review Neil. We'll feedback about the feedback link arriving before the survey, as you are right, that is not the right way around! However, we are glad to hear that you found our booking tool easy to use and quick.
Antwoord van Key Travel
Merci beaucoup pour votre retour ! Nous sommes ravis de savoir que notre amabilité, rapidité et efficacité ont répondu à vos attentes. Au plaisir de vous accompagner à nouveau !
Antwoord van Key Travel
What lovely descriptive words to hear about your experience - thank you Filoumena!
Antwoord van Key Travel
Glad to hear how responsive you find us to be Chantal - thanks for the review!
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