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Key Travel: customer service update plus new booking tools available

23 Nov 2021

An update on booking travel

We are aware that there are customer service delays with Key Travel both on telephone and email. 

It is important to note that Key Travel and the wider travel industry are in recovery mode post pandemic, and as business begins to pick up again, Key Travel are increasing their resource level to service customer needs.  Unfortunately there is a time lag with recruitment, but service levels should progressively recover over the coming months.  Key Travel are also encountering these issues with travel providers, especially airlines.

To mitigate any delays, please make sure you book travel well in advance and use email for any enquiries to Key Travel. We recommend using the Travel Enquiry Form to submit your enquiry, helping capture important information at the first point of contact and reducing email exchanges.

If you have to make an urgent booking and you have not had a reply within one working day then please email the details and the issue will be escalated with Key Travel.  

Meanwhile, please be aware that some hotel booking sites e.g., are still not available through the Key Travel portal. This is due to the administration efforts required to service ‘bill-back’ process involved (an added and more complex payment process for Key).  These hotels will return when business levels have sufficiently recovered and Key return to a ‘business as usual’ activity.  Many other suppliers are still available , including Expedia (now at discounted rates – see below) and so there ought to be reasonable choice of hotels still available for your needs through the Key Travel online booking tool.


New booking tools available

Key Travel is in the process of introducing some new services and innovations:

  • Discounted rates of minimum 10% with Expedia, identifiable as ‘Do-Good Rates’ in the online tool.
  • European Rail now available in the online tool via the Rail icon: book from UK departure point ‘London St Pancras’ to your European destination.
  • Carbon neutral hotel rates, identifiable in the online tool: Expedia and Key Travel will offset the emissions of your stay.