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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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
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
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.
The process of booking train travel & a…
The process of booking train travel & a hotel stay was surprisingly quick & easy relative to other I've used.
26 September 2025
Reply from Key Travel
Great to hear this feedback, thanks!
Anita Vu did an excellent job and…
Anita Vu did an excellent job and helped me figure out a rather difficult travel plan.
26 September 2025
Reply from Key Travel
Thanks David, we'll be sure to pass this feedback on. So pleased to hear how Anita was able to support you.
Very helpful
The agents have all been very professional, patient and customer orientated. I even had great help on a Sunday morning in an emergency. C
23 September 2025
Reply from Key Travel
Thank you so much for your kind words Ronald and for sharing your experience with us. We’re delighted to hear that our team could support you when you needed it most. Professional, patient, and customer-focused service is exactly what we strive to deliver, and your feedback shows we’re on the right track.
We truly appreciate your trust in us and look forward to being here whenever you need us again.
Travel tickets and hotel bookings.
The speedy replies to help with bookings where necessary. Also hotel bookings due to late check in hours for international travel have been useful.
25 September 2025
Reply from Key Travel
Hi Anne, great to hear you've enjoyed the service received and the bookings allowing for late check-in , along with the speedy replies from our team. Thank you sharing this in your review!
reliable
reliable, quick in responding, flexible for modifications, transparent in costs, friendly in communication, all in all very good service. only point to improve: few times internal coordination in little issue when different persons work on same order. normally good.
18 September 2025
Reply from Key Travel
hi Christoph, thank you so much for sharing your experience with us. We’re really pleased to hear you’ve found our service reliable, transparent, and friendly. That means a lot to the team.
We also appreciate your note about coordination when more than one person is involved. As everyone has access to the case notes, our goal is always to make the handover feel as smooth as possible, and your feedback is a great reminder of how important that is.
It’s wonderful to know you’re happy overall, and we look forward to continuing to support you.
Reply from Key Travel
Thanks Prabakar, this is exactly what we love to hear. So pleased you found our online booking tool easy to navigate.
key Travel is very responsive with…purchasing air-ticket and providing updates on the changes.
key Travel is very responsive with clear communication. I have always obtained information on time. However, it would be helpful if KT could be more flexible. The proposed route is not always the best, as the decision is based solely on ticket cost without considering the impact on staff well-being.
Would it be possible to propose to the staff an option to pay the surplus for their preferred ticket?
19 September 2025
Reply from Key Travel
Thank you for your thoughtful feedback Salomon and for recognising our responsiveness and clear communication, we really appreciate it. We do understand your point about flexibility and the impact of travel on staff well-being. Our proposals are guided by the need to remain fully compliant with your organisation’s travel policy, which means we’re not always able to offer alternatives such as paying a surplus for preferred tickets. That said, your suggestion is very valuable, and we’ll share it with your organisation as part of our continuous feedback process to help shape future discussions on policy and traveller experience.
Timely Communication
16 September 2025
Reply from Key Travel
Thank you Taifur for your feedback! We’re glad to know our timely communication made a positive difference to your experience.
Your way of handling customer queries…
Your way of handling customer queries and your prompt replies by offering good flight quotes with adequate MCTs in the U.S.
18 September 2025
Reply from Key Travel
Thank you Peter for your kind feedback! We’re so pleased to hear that you value our prompt replies and the care we take in providing suitable flight options with the right connections. We really appreciate you taking the time to share your experience.
Reply from Key Travel
Thank you Katrina for your lovely feedback! We’re delighted to hear that our team has been able to support you whenever needed . We’re always happy to help.
Responsiveness is fantastic.
Brenda is simply great. So helpful, so patient when I, or my colleagues are fluctuating in what we want/need, and so responsive. She's a gem.
6 September 2025
Reply from Key Travel
What a lovely review Monte, thank you! We’re so glad Brenda was able to support you and your colleagues with patience and care. We’ll make sure she sees your kind words!
Raquel Rodriques is the best agent…
Raquel Rodriques is the best agent anyone can ever ask for.
10 September 2025
Reply from Key Travel
Thank you for the glowing feedback Lydia! We completely agree, Raquel is a star, and we’re lucky to have her on the team. We’ll pass along your kind words.
Reply from Key Travel
Hi Jason, we really appreciate your feedback! It’s great to know you found our service both efficient and effective , just what we aim for.
very timely response to bespoke quotes.
9 September 2025
Reply from Key Travel
Thank for your review, we are pleased to hear of the support you received and that it was in a timely manner. Our team are great at managing bespoke and/or complex travel and we look forward to supporting your next trip.
Great support from Vernaria at…
Great support from Vernaria at KeyTravel for over-the-phone booking for a non-standard set of flights. Much appreciated! Thanks for all your advice and patience.
12 September 2025
Reply from Key Travel
Thank you so much for your kind words! We’re delighted to hear that Vernaria was able to support you with your booking and provide the advice and patience you needed. We’ll be sure to pass on your appreciation to her.
Much better than our previous provider
The service, which is through my university, has been noting otjer than excellent so far. Courteous. Responsive. Straightforward.
9 September 2025
Reply from Key Travel
Hi Richard. We’re so pleased to know that your experience has been excellent and that you find our service courteous, responsive, and straightforward. It’s wonderful to hear that we’ve made a positive difference compared to your previous provider. Thank you for sharing your feedback!
Fast and easy booking of both journey…
Fast and easy booking of both journey and reservation.
9 September 2025
Reply from Key Travel
Thanks for sharing your feedback Emmanuel, it is great to hear how fast and easy you found the whole process.
Very easy to use ,very simple
Very easy to use ,very simple, i recommend it for all my friends
11 September 2025
Reply from Key Travel
We’re delighted to hear you found our service easy and simple to use Zainab! Thank you for recommending us to your friends — that means a lot to us.
Booked and paid premium economy but it was rejected at the counter
I have summarised my complaint with ref number FMS--00009332
8 September 2025
Reply from Key Travel
Thank you for sharing your feedback Anastasios. We’re very sorry to hear about the difficulties you experienced with your booking and understand how frustrating this must have been. We believe our customer service team has now fully investigated your complaint and responded to you earlier today. If you have any further questions or need additional support, please don’t hesitate to reply directly to their message so we can continue to assist you.
Reply from Key Travel
Thank you for your feedback Mohammadreza, we’re so pleased to hear you find our platform user-friendly. Making travel simple and straightforward is exactly what we aim for. We really appreciate you taking the time to share your experience.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.