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
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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
812 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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other options would have been preferred re return
easy to make booking, but would have preferred options to make it a return trip, rather than 2 singles.
20 June 2025
Reply from Key Travel
Hello, we appreciate you sharing this feedback with us. There are options to allow for return tickets, however there may have been restrictions in place preventing this. If you would like us to look into this further for you, to identify why a return was not possible, we are happy to do so, please email us at hello@keytravel.com.
System is easy to use and help available if needed.
System is easy to use. There was an issue with a PO number but this was sorted quite quickly.
19 June 2025
Reply from Key Travel
Glad to hear the issue with the PO number was rectified and you were able to proceed with your booking. We appreciate you taking time to share your experience.
Flight information is very helpful.
Flight information is very helpful.
Database is not updated promptly.
19 June 2025
Reply from Key Travel
Hi George, thanks for your feedback and apologies for the delays you mentioned. It would be good to understand a little more about how the database was not updated so that we may investigate. If you would like to share more detail, do please email us at hello@keytravel.com
Oreen made the impossible happen
Oreen arranged the specific seats that were requested by my colleagues on their flight to Glasgow. I thought this would be impossible to do but Oreen made it happen.
18 June 2025
Reply from Key Travel
Hi Sarah, thanks so much for the lovely feedback, Oreen certainly makes it happen! Have a great day
It is simple and easy to use
It is simple and easy to use. We can get one single quote for everything at once.
14 June 2025
Reply from Key Travel
Hi Nurmilah, thanks so much for the feedback, simplicity is Key!
Thanks to Amy Douglas
The agent, MS Amy Douglas, helped to successfully book a ticket that had been held but became unavailable before the end of the holding day.
13 June 2025
Reply from Key Travel
Hello – your feedback is much appreciated. Amy is a real asset, we will pass on to the team.
Really helpful sorting out my booking…
Really helpful sorting out my booking over the phone
13 June 2025
Reply from Key Travel
Hi Victoria, thanks for the feedback, we’re glad everything is booked. Have a great day!
Reply from Key Travel
What a great review to read. Thank you Kay, we look forward to supporting your next travel booking!
easy and simple process
quick and easy to book however, its hard to update a saved quote and need to start from scratch
10 June 2025
Reply from Key Travel
Thanks for the feedback, it's great to here that you find the process simple and we'll be sure to feedback your suggestion about the saved quotes.
KLM cancelled the flight scheduled for…
KLM cancelled the flight scheduled for early tomorrow morning. Thanks a lot to Jimish for his very quick response and action. He managed to change the first leg of my travel. You are a star.
7 June 2025
Unprompted review
Reply from Key Travel
This is great to hear Ah-Lian, so pleased Jimish could get that sorted for you. Thanks for sharing your experience.
Reply from Key Travel
Appreciate the review Raymont, thank you!
Diana is always so helpful and friendly/
30 May 2025
Reply from Key Travel
We'll be sure to let Diana know of your feedback Meg. Thank you for sharing.
Just great!!!!!!!!!
29 May 2025
Reply from Key Travel
What a fabulous review to read - thank you Jonathan!
Going above and beyond and extremely…
Going above and beyond and extremely helpful. Complex trips and they manage to resolve issues.
29 May 2025
Reply from Key Travel
Thanks Bronwen, that's exactly what we aim for, so this is great feedback to ready. We appreciate you taking the time to share this.
Long refund time and expensive processing fees
terrible services. I booked a fully refundable hotel and cancel the reservation later. Got response saying there is £15 processing fee for the refund without notice before booking. Then they told me 4-6 weeks for processing. After 4 weeks, I still haven't received the refund, and they said they haven't received refund from the supplier, saying normally it takes 6-8 weeks. Weeks later, guess what, they say no they still haven't received the refund, it can take 10 weeks for the refund. This time I asked to talk to their manager, and I was told they have received money from supplier already.
Key travel: why I have to wait so long but in fact you have received refund from supplier?
why you deduct the £15 processing fee without heads up before booking and still providing such terrible service?
27 May 2025
Unprompted review
Reply from Key Travel
Thank you for your feedback Qijia, and we sincerely apologise for the frustration you've experienced with the refund process. We completely understand your concerns regarding the different timeframes provided and the processing fee and this has been raised with our team. We truly appreciate your patience and understanding as we work to resolve this as quickly as possible for you.
Thank you again for your feedback.
Prompt and helpful responses
27 May 2025
Reply from Key Travel
Thanks Karolina, we appreciate you leaving us a review!
What frustrated me was that I provided…
What frustrated me was that I provided the correct flight timing, but the booking was made for the wrong time.
23 May 2025
Reply from Key Travel
Thank you for your feedback Jane. We’re sorry to hear about the frustration you experienced with your booking. We understand how important it is to have accurate flight details, and we appreciate you bringing this to our attention. After reviewing the case, our team found that the initial flight request was for an outbound flight on the 10th, which we quoted and subsequently amended to reflect your request to amend this to an arrival on the 10th. We were unable to see any specific issues with the timing. That said, we fully understand that discrepancies like this can be frustrating, and we’re committed to providing the best service possible. If there is anything further you would like to share, please do email us at hello@keytravel.com and we will ask the team to take a look.
help from Jessy
21 May 2025
Reply from Key Travel
Thanks for the 5 stars Michael, great to hear you were happy with the support received from Jessy.
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