I was trying to book the last minute train ticket, which i could not complete by myself probably due to the payment revision process? However with the help Pharaoh, all things went super smoothly! Tha... See more
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Review summary
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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
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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
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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
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Company details
Written by the company
For those who undertake Academic travel, Humanitarian travel or Faith-based travel, we want their focus to be on delivering their mission rather than managing logistics. The problem is that badly managed travel is costly, complex, light on duty of care and environmentally damaging. Our mission is to provide safe and sustainable travel, whilst reducing cost and complexity for those who travel to do good. Founded in 1980, Key Travel is the world’s largest travel management company (TMC) exclusively dedicated to academic, humanitarian and faith-based travel. We’re based in the UK, US, Canada, France, The Netherlands, Belgium, Italy, Switzerland and Africa and serve 5000+ customers. We take away the headache of travel management, so that our customers can dedicate more of their resources to making a difference and we deliver this better than any other TMC by providing: - Over 40yrs of expertise in reducing the cost, complexity, risk and carbon impact of not-for-profit travel - Sector-specific proprietary and award-winning technology - The largest portfolio of specialist not-for-profit fares (not publicly available). - The most advanced risk management and travel de-carbonization tools available globally - A culture of compassion and service with a committed worldwide team with an average tenure of 8yrs
Contact info
9th Floor St James Building, 61-95 Oxford Street, M1 6EJ, Manchester, United Kingdom
- hello@keytravel.com
- www.keytravel.com
4.6
Excellent
810 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Grateful for swift responses from Key staff
I have had a highly satisfactory experience with booking flight tickets with Key. Donna, the Key staff whom I communicated with, responded to my inquiries and requests and helped me resolve my issues very swiftly. This timely response was particularly important because I needed to book the flights as soon as possible to secure the tickets for the dates I wanted to make my business trips.
24 October 2025
Reply from Key Travel
Thank you very much for sharing your feedback Soe. We are delighted to hear that your booking experience with us was smooth and efficient. It is great to know that Donna was able to assist you quickly and help you secure the flights you needed. We will be sure to pass on your kind words to her. We really appreciate you taking the time to share your experience and look forward to helping with your future travel plans.
Terrible customer support
I have had a myriad of problems trying to get my flights booked through their online platform, mostly around prices changing instantly when I try to share my quote with my booker.
Every time I've tried to get help, the responses have been unhelpful and extremely delayed (email responses almost a day later, despite me responding instantly to them).
I have also been shunted from person to person, with no one taking responsibility or actually helping me out.
30 October 2025
Unprompted review
Reply from Key Travel
Hi Matthew, we are really sorry to hear about your experience. Airline pricing is dynamic and can change rapidly, bringing an understandable frustration. We would like to look into your experience more closely, especially in regards to the delayed responses, as that is certainly not what we would expect to hear. We have therefore asked Trustpilot to request more detail from you - such as a booking reference, or email address to help us review what happened.
Reply from Key Travel
Hi Manish, glad to hear we were able to understand your requirements and get everything in place for you. Thank you for sharing this feedback!
Swift to action
I needed to make a change to my accommodation just a few days before travel due to a change in schedule, and Cynthia was very swift and efficient in responding and making the necessary amendments. I really appreciated how seamless the process was, especially given the short notice.
23 October 2025
Reply from Key Travel
Hi Tokozile, we are so pleased to know Cynthia was able to support you. It's exactly why we are here, to support our customers when those travel plans become complicated or need changing last minute!
Reply from Key Travel
Thank you for taking the time to share your feedback Nick! We’re so pleased you found our service quick and professional, that’s exactly the experience we aim to deliver for all our travellers. We’ll be sure to share your comments with the team.
Reply from Key Travel
Great to hear about your experience Lekshmi, thank you!
Kelly was great
15 October 2025
Reply from Key Travel
Thanks Matt, we'll be sure to pass this on to Kelly.
Smooth booking experience
Just booked a flight ticket. The price is consistent with those from other platforms and agencies, and the booking is smooth.
15 October 2025
Reply from Key Travel
Thank you for taking the time to share your feedback George! We’re so pleased to hear your booking experience was smooth and our pricing met your expectations. We really appreciate you choosing Key Travel and hope to assist with your future journeys.
It is very good for me to face a new…
It is very good for me to face a new challenge because this is my 1st time using the Key travel system. For next time, I will master the system
15 October 2025
Reply from Key Travel
Thank you for your lovely feedback Shimelis! We’re delighted your first experience went well and that you’re already feeling more confident using our system. Our team is always here if you need any support next time you book.
Great service
Great service, intuitive web pages & everything sorted within 15 minutes - thank you
15 October 2025
Reply from Key Travel
We’re thrilled to hear you found our service fast and easy to use! Thank you for your kind words Alan, we’ll be sure to share your feedback with our team. We look forward to helping you with your next trip.
Reactivity and rapidity
10 October 2025
Reply from Key Travel
Two great words Francois, thank you for sharing this feedback!
Very quick and easy
11 October 2025
Reply from Key Travel
Just what we like to hear, thank you Elmonstaserbellah.
The system is easy to navigate and suit…
The system is easy to navigate and suit my needs of booking hotels and travelling without any hassle.
9 October 2025
Reply from Key Travel
Thank you so much for your feedback Merukube! We’re delighted to hear that our system makes booking hotels and travelling hassle-free for you. It’s always great to know our service is helping our customers have smoother travel experiences.
Reply from Key Travel
Thanks for the feedback Albertha. Glad to hear how timely you found the service.
Reply from Key Travel
Hi Ahmed, these are words we love to hear and are so pleased this is what you experienced when dealing with our team. Thanks for sharing.
Reply from Key Travel
Hi Adam. Great to hear this feedback and to know the positive experience you had with Annette and the support she provided with your travel. Thank you for sharing.
Quick and proactive answer
4 October 2025
Reply from Key Travel
Great to hear this feedback Vinciane, thank you!
Reply from Key Travel
Thank you nyreef, we're pleased to hear you found the site to be user friendly, it was one of our main aims when we built it. We appreciate you sharing the feedback.
It was great because I was able to communicate directly with a travel agent rather than going through a portal
It was great because I was able to communicate directly with one of your travel agents
3 October 2025
Reply from Key Travel
Thanks for the feedback Susanne, we're pleased to hear you found it useful being able to communicate directly with one of our agents. We understand some people like doing everything online, but it's important to us that we also offer offline support, so that you can speak with someone when needed.
Key travel is great when you need to make a change in a hurry
Key travel is great when you need to call for an emergency. Sometimes their booking system is a bit confusing, because the same hotel will be listed twice, with the same address, but a slightly (or no) different name. Also, the details of room differences that you can find on the hotel's actual website don't get explained on the Key travel system, so you aren't always sure if you're getting the room you want.
1 October 2025
Reply from Key Travel
Thank you for taking the time to share your feedback Gina. We’re really pleased to hear that you’ve found our emergency support helpful. Our team works hard to be there when our travellers need us most.
We appreciate your comments about the booking system. The hotel information and room details displayed in our platform come directly from our accommodation aggregate suppliers, which can sometimes result in duplicate listings or limited descriptions. We understand this can be confusing, and we’re actively working with our suppliers to improve the clarity and consistency of the information shown to our customers.
Your feedback is invaluable in helping us enhance our service, and we hope your future booking experiences with us will be even smoother.
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