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.
Our dedicated contacts
Our dedicated agent, Brenda, and vice president Mary-Beth (Canada) go above and beyond to meet the travel needs of Africa Inland Mission Canada.
September 6, 2025
Reply from Key Travel
Hello Kim, thank you so much for your kind words. We’re delighted to hear that Brenda and Marybeth have provided such great support to you and your organisation. Going above and beyond for our customers is what we strive for, and it’s wonderful to see their efforts recognised. We’ll be sure to share your feedback with them and the wider team.
Easy communication and request…
Easy communication and request completed quickly and easily.
August 27, 2025
Reply from Key Travel
We love to hear this, thank you for leaving these comments. We look forward to delivering the same for your next booking.
Michelle sorted out a booking for a…
Michelle sorted out a booking for a hotel that wasnt on your list, quickly and very helpful, thank you
September 6, 2025
Reply from Key Travel
Great to hear this Karen, thank you. Our agents have a lot of experience, which means they are great at problem solving and supporting bookings which may not be 'standard'. We will be sure to pass your comments on.
My feedback
Nothing went wrong.I always got my air tickets in time. However, sometimes the process takes longer than expected.
I appreciate the support I receive from Key Travel Staff.
September 2, 2025
Reply from Key Travel
Hi Sara, thank you for taking the time to share your feedback. We are really pleased to hear that you always received your tickets on time and that you value the support from our Key Travel team.
That’s why we were a little disappointed to see a 2-star rating alongside your comments, as your feedback feels more positive than the rating suggests. We completely understand that waiting longer than expected can be frustrating, and we’ll continue working hard to improve.
If you would be happy to share more details about the instances where things took longer, please do reach out to us at hello@keytravel.com. Your input will help us continue to improve.
We truly appreciate your feedback and look forward to supporting your future travel needs.
Very easy to use and quick response
Very easy to use and quick response. Although I am not sure if I am chatting with a real person on the chat or a bot?
August 29, 2025
Reply from Key Travel
Thank you for your kind feedback! We’re delighted to hear you found our service easy to use and appreciated the quick response. To answer your question - yes, you are chatting with a real person. Our team is always here to help and ensure you have the best possible experience.
simple accommodation booking
1st time signing in. Just followed guidance sheet and booked accommodation for a colleague very easily.
August 29, 2025
Reply from Key Travel
Thank you for sharing your experience! We’re so pleased to hear that your first time signing in went smoothly and that the guidance sheet made booking accommodation easy. We look forward to supporting you with future bookings.
Efficiency and tailor making travel to client's needs
The constant feedback when preferred flight was full and the seeking for alternative options and eventually getting a seat fir me on the preferred flight!!!
August 28, 2025
Reply from Key Travel
Hi Sibongile, we are happy to hear you were kept fully informed during this process. Booking flights can be stressful, so it is always good when you have someone on hand to help and get things sorted.
The initial onboarding process was…
The initial onboarding process was unsuccessful; however, at that time, I was informed that the system was experiencing technical challenges. It took slightly more than a day to resolve the issue, but the aftermath was seamless
August 22, 2025
Reply from Key Travel
Thank you Hope for sharing your experience and for your 4-star rating. We’re sorry to hear that your initial onboarding didn’t go as smoothly as it should have, and we truly appreciate your patience while our team resolved the technical challenges. We’re delighted that everything has been seamless since then, and we’ll continue working hard to make sure your experience stays that way.
The service was so speedy
August 15, 2025
Reply from Key Travel
We love hearing this Thacien! Thank you for writing the review.
Fast and efficient assistant
The assistant delt with my booking request quickly and efficiently. I was happy with the final outcome.
August 14, 2025
Reply from Key Travel
Great to hear about your experience James, thank you for taking time to leave the review!
I'm pleased that we can book flights…
I'm pleased that we can book flights now with Ryanair,
The website is much better for searching and booking
August 9, 2025
Reply from Key Travel
We’re delighted to hear you’re enjoying the improved search and booking experience Zvezda. We're pleased Ryanair have removed the previous restrictions they had in place with all Travel Management Companies and that you can now access the flights you need.
The agents were extremely helpful and…
The agents were extremely helpful and friendly. My criticism is dealing with your phone lines. I explained further in my survey evaluation,
August 10, 2025
Reply from Key Travel
Thank you for your kind words about our agents Sabrina and for sharing constructive feedback about our phone lines. We appreciate you taking the time to explain further in your survey, it helps us improve.
Really easy to find the necessary…
Really easy to find the necessary information and to book.
August 7, 2025
Reply from Key Travel
We’re so glad you found the process simple and straightforward. Thank you for your review!
Reply from Key Travel
That’s wonderful to hear. Thank you for sharing your experience with us Mahmoud!
The turnaround for changing and…
The turnaround for changing and rerouting already booked flights was quick and efficient
August 5, 2025
Reply from Key Travel
Thank you Billy for your feedback. We are so pleased to hear that the turnaround on your flight changes was quick and efficient. That is exactly what we aim for. Travel plans can shift quickly, and our team is always here to make those changes as smooth and stress-free as possible. Thanks again for taking the time to share your experience, we do really appreciate it, and we look forward to supporting you again soon!
Great customer care
Very responsive to changes in very last minute changes to travel itinerary due to unforeseen circumstances. I was impressed by the follow-ups, by phone (to double-check changes) and the e-confirmations, all of which made the journey v. smooth. A special shout-out of appreciation to Joan J - her wealth of experience, expertise, professionalism and commitment to customer care are phenomenal.
July 30, 2025
Reply from Key Travel
Thank you for writing such a detailed review! It is wonderful to read how the team supported you and your need to change things last minute and we will be sure to pass your shout-out about Joan to her manager.
Reply from Key Travel
Thanks Abdi, how lovely to hear how helpful and supportive you found our team. We look forward to supporting you again!
Reply from Key Travel
Thank you for your review. We know how important it is to be responsive when it comes to travel planning, so this is great feedback to hear!
Fast, personal, attentive to detail and courteous.
July 25, 2025
Reply from Key Travel
What lovely descriptive words to read! We're pleased to hear about your experience and look forward to supporting you again. Thank you.
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