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
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Review summary
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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
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
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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
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
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Replied to 100% of negative reviews
Typically replies within 24 hours
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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.
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.
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.
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