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... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Mercy Coleman gave first class customer service when we were struggling to get a colleague home from China at short notice. She was so professional and swiftly provided options and resolved the travel... See more
Company replied
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... See more
Company replied
The company got back to me in very short time immediately after my travel request was approved which to me demonstrated commitment to support. Upon sharing my travel details, the team was able to s... See more
Company replied
Company details
Written by the company
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.
Contact info
9th Floor St James Building, 61-95 Oxford Street, M1 6EJ, Manchester, United Kingdom
- hello@keytravel.com
- www.keytravel.com
4.7
Excellent
879 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Reply from Key Travel
Thank you for your review Ishani, we are proud of the excellent service our team provides. We look forward to supporting your next travel booking!
The Key Travel Platform is so easy to…
The Key Travel Platform is so easy to use. It's just fabulous.
26 June 2026
Reply from Key Travel
Thank you Angela, it's great to hear that you find our platform easy to use. We look forward to supporting your next travel booking!
Thanks Jimish for getting me back home…
Thanks Jimish for getting me back home after flight cancellations.
23 June 2026
Reply from Key Travel
Hi Kathryn, so pleased to know Jimish was able to get you back home after those flight cancellations. It's a stressful time when those disruptions happen! Thank you for sharing this.
I am not happy with rampant flight…
I am not happy with rampant flight schedules changes that are frequently happening from time to time on each flight booked
19 June 2026
Reply from Key Travel
Thank you for your feedback Santino. We are sorry to hear how frustrating the frequent flight schedule changes have been.
Flight schedules are set and amended by the airlines, so these changes are unfortunately completely outside of Key Travel’s control. We do, however, appreciate the impact they can have on travellers and travel bookers.
When schedule changes happen, our team is here to help review the available options and support with any required changes to your booking. Please contact us directly with your booking details and we will be happy to assist.
We also hope you don't mind us asking, but if possible could you amend or remove your review? As the issue is something only in the control of the airlines, we would like to reduce any negative impact on our Trustpilot score by something, which although most frustrating, is not something we have the ability to influence, impact or change.
Supportive experience with Key Travel…
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 bookings. Thank you!
19 June 2026
Reply from Key Travel
Hi Ellen, so great to hear you describe your recent experience with us as fantastic! We'll be sure to let Rhys and their manager know about your review.
Familiar dashboard and though…
Familiar dashboard and though multistage the process worked
10 June 2026
Reply from Key Travel
Great to hear about your experience with our online booking tool. Thank you for leaving us a review!
Prompt attendance to issues
Prompt attendance to issues, efficiency and professionalism in the booking process by company staff.
10 June 2026
Reply from Key Travel
Glad to hear how our team were able to support you Olutayo, thank you for sharing your experience.
The agents always try to find the most…
The agents always try to find the most convenient and cheapest flight. They always answer kindly when we have questions.
8 June 2026
Reply from Key Travel
Thank you Edith for sharing your experience. It is great to read about the service you have experienced..
Clare was great to work with
Clare was great to work with. Capable and friendly, and got everything sorted out.
9 June 2026
Reply from Key Travel
Hi Darren, it is great to hear about your experience and how Clare was able to support you. Thank you for leaving us your review.
very fast and efficient
5 June 2026
Reply from Key Travel
Glad you found the service fast and efficient Fiona. Thank you for leaving us a review.
Reply from Key Travel
Thank you for leaving us a review Lorenzo. We look forward to supporting your next trip.
Quick and Efficient Booking in an Emergency
Key Travel helped book the accommodation in Japan in seconds, which helped me a lot in an emergency situation.
27 May 2026
Reply from Key Travel
Thank you for leaving this review Lu and sharing how we were able to support during the emergency situation. We are glad to have been able to help.
Phone based team did an amazing job…
Phone based team did an amazing job with arranging my flight to Australia over the weekend. Excellent service!
27 May 2026
Reply from Key Travel
Hi James, thank you for sharing your experience with our agents and how they were able to support your travel arrangements to Australia!
Reply from Key Travel
Thank you for the review Christian. So pleased to know about your experience and how supportive you found our agents.
Key offers a comprehensive responsive…
Key offers a comprehensive responsive travel service that works with organisations and their employees to find suitable travel options - whether shorter, simpler trips or multi country travel.
20 May 2026
Reply from Key Travel
Thank you for your review, Kiran. We are really pleased to hear that you value the responsive service provided by us. Supporting organisations and their employees with everything from straightforward trips to more complex multi-country travel is exactly what we aim to do. We appreciate you taking the time to share your feedback.
Booking process
Finding suitable train times was easy to navigate, I was able to book seats and preferences on the set train times.
14 May 2026
Reply from Key Travel
Great to know you had everything you needed to get your trip planned and booked. Thank you for sharing this with us Shelley and for the 5 stars!
Reply from Key Travel
So pleased you had a good experience with the app and found everything simple to use. Many thanks for the review Ana.
Reply from Key Travel
Just what we like to hear - thank you for sharing this with us MC.
Reply from Key Travel
Thank you Sulaiman, glad to know you had a good experience.
Worse travel agent
Worse travel agent, best to book yourself directly if you can. They charge extra and provide zero service. Key-travel booked my tickets to AKL from LHR, I triple checked with them that they booked and paid extra for my seat, they confirmed it, said it cost £80 extra. Yesterday unable to check in online because of how they booked the flight, then have to check in at airport, seat has not been paid for but just requested, so airline sold it to someone else. Ended up on 12 hour flight middle seat in the middle section. Contacted helpline, no answer for 2.5 hours: now more than 24 hours later they ask me to provide proof of payment 😱. This is not first time. We are to use KT as part of employer agreements.
15 May 2026
Unprompted review
Reply from Key Travel
We truly are sorry to hear about what has happened and have asked Trustpilot to reach to you directly to secure some more details, to allow us to investigate this further for you.
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