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
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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
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
4.6
Excellent
910 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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.
Reply from Key Travel
Thank you Gilbert for sharing your experience and how timely you found our responses,
Ease and speed!
October 22, 2026
Reply from Key Travel
Thanks for leaving us a review Alexa, we appreciate it!
Reply from Key Travel
Thank you Kay, glad you enjoyed your interaction with our team.
The quick replies with multiple…
The quick replies with multiple itineraries to choose from is fantastic! I really appreciate the personal experience from Brenda who we have worked with for years now!
October 17, 2026
Reply from Key Travel
Hi Tim, it is great to hear about the longstanding support you have received from Brenda, along with how we are supplying you with the multiple itineraries to ensure you can find the best option. Thank you for sharing.
Great
Great, speedy service with excellent customer service and a professional approach. Really easy to use system.
October 20, 2026
Reply from Key Travel
Hi Hilary, thank you for letting us know about your experience and the speed service you received!
competitive and reliable
I have been using Key Travel for my business travel for many years and have found them so professional, competitive in price and reliable that I have started using them for my personal travel as well. And, should you need it, you can always talk to a real person (as opposed to a chatbot) at the other end of the phone line...
October 20, 2026
Reply from Key Travel
Thank you for your review, we feel it is important that our customers get to speak to a 'real' person, there is no substitute, especially when it comes to travel!
I was able to book all of the travel…
I was able to book all of the travel (train journeys and hotels) requirement easily, as requested by my colleagues. The process was easy and I was happy with the result.
October 15, 2026
Reply from Key Travel
Glad you found the process simple Theresa, thank you for sharing your feedback.
-5 stars, feels like they are ripping off not for profits
How are there so many positive reviews? I am honestly thinking of reporting them. They try their luck charging prices at almost 8 times the amount, and they are supposed to work for not for profits. We are mandated to use them for travel and accommodation and every booking is like having a constant battle where we constantly send them screenshots of the price we see on the airline or hotel website and them constantly saying they can't see the price. Today I have an airline quote for £230 and keytravel are trying to charge £1919. They rely on people just booking and not questioning. I am honestly sick of having to use this company and not sure how they have a monopoly in the university sector.
October 19, 2026
Unprompted review
Reply from Key Travel
Thank you Mylen for sharing your feedback. We are very sorry to hear about your experience and understand how frustrating it must be to find a significant difference between a price you have seen online and a quote provided by Key Travel.
We want to reassure you that providing value for money is central to our commitment to the not-for-profit organisations we support, and we certainly do not seek to charge customers more than necessary.
Travel pricing is highly dynamic, and differences can sometimes arise due to fare availability, booking classes, ticket conditions, cancellation flexibility and what is included in the quoted price. In some cases, fares displayed online may no longer be available at the advertised price when progressing through to booking.
To help address these situations, we offer our customers a Price Match Promise on eligible, like-for-like airfares. Where a lower published fare is available and meets the conditions of our promise, we will match it. Certain exclusions apply, including low-cost carriers and fares that are not available on an equivalent basis.
However, we recognise that the difference you have described is substantial, and we would welcome the opportunity to investigate your specific experience. We would also like to understand why you have encountered repeated difficulties obtaining comparable quotes.
Please contact us at hello@keytravel.com with your booking or quotation details so we can review the circumstances and provide you with a clear explanation.
We value the trust that our customers place in us and take concerns about pricing and service extremely seriously. Thank you again for bringing this to our attention.
Key Travel emergency line
I called the Key Travel emergency helpline and spoke with Farah, who was extremely helpful, professional and resourceful. She went above and beyond to help resolve my booking issues and made the whole process much easier. It was an absolute pleasure dealing with her, and I really appreciate her excellent customer service. Thank you, Farah!
October 16, 2026
Reply from Key Travel
Hello Romana, we are so pleased to read how Farah was able to assist you with your booking issues and will be sure to pass this onto Farah and her manager. Thank you for sharing.
A last minute cancellation was simple
A last minute cancellation was simple, thanks to Justine's assistance.
October 13, 2026
Reply from Key Travel
Hi Lou. Thank for for sharing how Justine was able to assist you with your last minute cancellation, we appreciate you taking time to write this review.
So responsive and really helped with…
So responsive and really helped with every need.
October 10, 2026
Reply from Key Travel
Hello Joseph, it is great to read how much we were able to assist you. Thank you for leaving us your review.
Fast and furious
Quick, easy website to use, full details of hotels/room rates etc. No problems booking and quick responses with approval notification and confirmation emails.
October 9, 2026
Reply from Key Travel
We love the title of your review Michelle, very creative! Thank you for sharing your experience and how quick and easy you found the booking process.
Efficient and responsive
The colleagues have been responsive, supportive and efficient.
October 8, 2026
Reply from Key Travel
Hi Sarthak, great to hear how responsive our team have been. Thank you for sharing this feedback.
Key travel is awful
Key travel is awful. Avoid at all cost!
Booked room for professional conference in London. There was no reception, no one to phone. Wandered streets alone, feeling very vulnerable and unsafe. Key Travel put me on hold for over 30 minutes.
October 6, 2026
Unprompted review
Reply from Key Travel
Hello Alistair, we are very sorry to hear about your experience. We have tried to look into this further, but have been unable to find any recent bookings under your name. We have therefore asked Trustpilot to reach out to gather more details, including a booking reference to help us investigate this further. Our accommodation providers are very strict on the hotels and accommodation they offer, and if there is a property not meeting these standards it is important we ask them to investigate and where necessary remove the property from their inventory. It is not ok for guests to arrive at a hotel with no-one there to assist them. We would also like to understand why you were on hold for so long, as this is most unusual.
Update: 12/10 Hello Alistair, Trustpilot have let us know they have been been unable to gain any further information from you. We would still very much like to investigate your booking and as we cannot find anything under your name, please send us the booking reference to hello@keytravel.com
Reply from Key Travel
Thank you Alexander, we appreciate you sharing your thoughts!
Outstanding Support for Group Travel
We have had an excellent experience working with Brenda at Key Travel. Coordinating group travel can be challenging, particularly when travellers have different schedules and individual needs. Brenda is always prompt, professional and incredibly accommodating. Even when fares expire and itineraries need to be reworked, she remains patient and generous with her time, finding new options and responding quickly. Her professionalism, kindness and reliability make coordinating our group travel considerably easier. We are very grateful for her outstanding support.
October 5, 2026
Reply from Key Travel
Hello David, what a wonderful review to read. Thank you for taking the time to share your experience with Brenda and how she was able to support your group. As you say, Group travel can certainly be a challenge! We will be sure to pass your comments over to Brenda and also her manager.
Reply from Key Travel
Thanks for sharing how speedy you found the booking process, we appreciate you taking time to write a review.
Reply from Key Travel
It is nice to read how easy you found our online booking tool Neil - thanks for sharing!
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