UK bookings & changes

Booking or amending travel  |  Refunds & cancellations  |  Other FAQs

Booking, amending or cancelling your travel

Q: I need to make a new travel booking. Can I still do this?
A: Yes, Key Travel are fully operational and able to assist with new bookings, though we kindly ask that you make new bookings via our online booking tool ‘KT Online‘ at this time. Please ensure that you are familiar with up-to-date travel guidance issued by your local government and are booking in line with your organisation’s current travel policy.

New bookings
For travel within the next week, please call our teams directly.
For non-urgent travel, please use our online booking tool, KT Online.

If you are looking to return home as borders open up, please add ‘repatriation’ in the subject line of your email.

Q. How do I change or cancel my booking?
A: Please follow the below guidelines for making a change or cancelling your trip.

Existing bookings
If you booked via email or phone, please email us for changes or cancellations.
Please change the title of your email to the following format with additional details in the body of your email:


If you booked online, please cancel online – see our FAQ (login required) for more details.

Refunds & cancellations

Q: How do I know if I’m entitled to a refund?
A: Please check the original booking terms and conditions as follows:

For those who booked online: Go to the ‘View My Trips’ folder (suitcase icon) in KT Online, open the relevant trip ID, click the green ‘Rules’ button underneath your itinerary and review the ‘Penalties’ paragraph. This is explained further in the ‘How to change and cancel a trip’ document, available by logging into KT Online, then going to: Training Academy > KT Online > Useful links.

For those who booked offline (i.e. by phone or email): The terms and conditions are in the PDF below your itinerary information.
Suppliers are regularly changing their cancellation and change conditions, which may override the original conditions of your booking. Please check the supplier’s website for the most up-to-date policies.

Q: How can I check that my booking is cancelled and that a refund is being processed?
A: For cancelled offline bookings, you will receive an email cancellation. For cancelled online bookings, there is a date and time stamp that shows the cancellation has been processed, visible in the ‘View My Trip’ folder of KT Online.

Q: If the supplier/airline has cancelled the flight, do I still need to cancel?
A: No. If the supplier/airline has cancelled a booking/flight and offered a full refund, we will process this for you without any further action needed.

Q: How are you prioritizing cancellations requested?
A: In date of departure order. There may be a delay between a cancellation request and a confirmed cancellation due to the extremely high volumes currently being processed.

Q: My organisation has implemented a travel ban and I need to cancel my booking but the supplier/airline is still operating. Will I receive a refund?A: Supplier and airline rules are frequently changing and it depends on the type of ticket you purchased. Unless the travel supplier has indicated that their penalty conditions have been waived, you will be subject to the original conditions of your ticket which are typically as follows:

Where you have booked a:

  • Fully flexible/cancellable ticket: A full refund may be underway, less any supplier/airline ticket cancellation costs that are applicable (waivers may apply).
  • Non-refundable ticket: Unless the airline has issued a waiver, there will be no refunds.
  • Non-refundable hotel: Unless the supplier has issued a waiver, there will be no refunds.
  • Bill-back hotel: These will depend on the hotel’s waiver policy.
  • Flexible rail ticket: You will receive a full refund provided you have not activated the mobile ticket or provided you retain the paper copies of unused tickets.
  • Non-refundable (advance) rail ticket: You are now able to process refunds for applicable bookings based on Trainline’s waiver policy.

Q: Can you tell me the refunded value for my booking?
A: Not currently. Where an airline has cancelled your flight, a full refund may be underway.
Many suppliers/airlines are now moving to vouchers and credits, so the format of the refund may change.

Q: Will I always receive a cash refund for cancelled bookings?A: Not always, as many suppliers/airlines are now moving to vouchers and credits, so the format of the refund may change, even after you have cancelled the booking.

Q: I’ve cancelled my flight and the supplier/airline is only providing a credit voucher but I would like a refund. What can I do?A: At this stage, we can only request reimbursement in the form that the supplier is offering. Although we will always request a cash refund where possible, this is not something that Key Travel is able to influence.

Q: What is the current timeline for receiving a refund?
A: Here is a full overview of how Key Travel is managing COVID-19 related refunds.

Q: We have received our monthly invoice statement but have now cancelled most of these bookings. Should we wait for the credit notes before paying?
A: Where you have received a statement of invoices or a consolidated invoice, it is imperative that this is paid as per the terms and conditions of our credit agreement.
Please continue to send remittance promptly and in full; credit notes will be issued once refunds have been received from suppliers and will appear on your subsequent statements.

Updated refund & cancellation FAQ’s June 2020

Q: How do we go about obtaining refunds for bookings that were not cancelled by the airline prior to departure?
A. Unless the carrier has cancelled the flights or introduced a specific policy to say that ‘no-shows’ are covered under the standard ticket / COVID-19 policy, you are deemed to be a no-show and the rules of the fare will be applied.

Q: I have future bookings and the airline has not cancelled them. When should I cancel my booking?
A. If you are sure you will not be travelling and have a fully refundable ticket, then you should cancel as soon as you can. If you do not have a refundable ticket, then it is best to wait for the airline to take action.

Q: We do not want to receive vouchers as the law entitles us to a refund. How do we go about ensuring we receive a refund?
A. The outcome would be on a case by case basis. Our teams will be looking at information from the airline which can be found on their websites. This information is publicly available, and you can navigate to the relevant airline policy page via our COVID-19 information hub.

Q: We want a cash refund, but Key Travel have accepted a voucher on our behalf. How can we get a refund?
A. We will always endeavour to secure a cash refund where possible; however, airlines/suppliers have increased the use of vouchers. Where the airline has cancelled the booking and they are allowing a full refund, we have been actioning that refund. If the ticket is non-refundable or only a voucher option is provided, we have been checking with customers as you may want to claim through your insurance.

Q: We booked a cancellable flight but have still been billed for it. Do we still need to pay it?
A. Yes. Our bookings are billed at the point of sale and need to be paid as per credit terms because suppliers have already been paid. Refunds will be returned once received from the supplier.

Q: Can you confirm that my booking has been cancelled and/or give me an update on the refund status?
A. Unfortunately, we cannot provide information on individual cancellations due to sheer volumes. In addition, airlines are not using the standard systems to process cancellations. Once the booking has been refunded, you will see this as a form of credit.

Q. Can you provide me with the amount/tax that will be refunded so I can process it with my insurance provider?
A. We are not able to provide you with an estimation of the amount that will be returned, as taxes are not always returned in full.

Q. I cancelled a flight but have only received a portion of the total amount as a refund. Where is the rest?
A. There are several different things that may have impacted the amount that has been returned. In some cases, travellers cancelled and assumed they would be refunded due to COVID-19 when this wasn’t the case due to specific airline policies. In some circumstances, the traveller had travelled on the outbound journey and therefore was not due a full refund as a result. In other situations, the traveller simply didn’t travel, assuming the flight was cancelled and, in some of these cases, the airline will refund, less a fee.

Q. Please provide me with evidence that my flight has been cancelled and a refund applied for so I can submit my insurance claim.
A. We are able to provide you with your cancellation confirmation; however, we will not be able to provide you with support in filling in insurance forms.

Q. Please send me a report of my bookings over a certain time.
a. For those using KT Online, our online booking tool, you are able to see a list of upcoming trips. We can provide organisations with a full view of their entire future bookings, through the main travel contact/procurement team, and will continue to do this. We are not able to do this currently at individual traveller/booker level.

Q. What is the refund policy for individual suppliers?
A. Please see our COVID-19 information hub where you can see the most up to date view of how each of the airlines are managing refunds and cancellations.

Q. Why have I been charged this cancellation fee? What are your cancellation fees?
A We charge cancellation fees to cover the costs of processing refunds/cancellations, which, in the current climate, is a much more complicated and manual process than pre COVID-19.

Q. Can I use a voucher in someone else’s name/can we get vouchers at organisational level?
A. Once we have processed a voucher, we are communicating the rules of the voucher on the email, i.e. when it needs to be used by, the value and whether it can be transferred. To our knowledge, most airlines are stating that the voucher is not transferable.

Other FAQ’s

Q: In the past couple of weeks it’s been hard to get through to one of your reservation agents on the phone. Why is that?
A: In the last four weeks, we have actioned over 50,000 calls and emails related to repatriations, cancellations and changes. We have seen a huge spike in calls to our call centre and have been prioritising those customers who are stranded. We continue to process all cancellations and changes in order of date of departure; please rest assured that if you have an enquiry with us, it will be processed for you.

Q: I would like to add, remove, or make a change to a Key Travel user. How do I do this?
A: Please continue to email these requests to We will be actioning these changes once per week. Where possible, please help us to help you by co-ordinating within your organisation to send across one list of changes per week, rather than individual requests.

Q: I would like to request a report. Can you process this?
A: Please be aware that the majority of Key Travel consultants have had to be furloughed. Reduced capacity means that we will only be able to assist with urgent, business-essential requests, primarily relating to upcoming travel; we do not have the capacity to provide reporting at this stage unless it is relating to traveller repatriations.

Q: When my organisation lifts all or part of our travel ban, do I need to inform you?
A: It is important that we stay connected during this period and so yes, please ensure that you keep us abreast of any changes regarding travel within your organisation.

Q: I have a question that needs answering, who do I contact?
A: If you are a key client contact and you need to get in touch, please contact

Please note that more general business-wide emails will not be processed as we are operating with a reduced, core team only.

Please be advised that we have used the UK Government Job Protection Furlough Scheme and will therefore have limited support staffing until at least June 30 2020.