Bookings & changes

Bookings & changes

We’re proud to have helped more than 15,000 travellers to urgently get home, or to cancel or change their bookings during the height of the COVID-19 pandemic.

It’s a great thing to see travel returning and many countries re-opening their borders to travellers.  However, the world of travel has become a more complex place and we want to reassure our customers that we’re here to help them navigate the new landscape.

As we speak to our customers we note there are certain subjects which are raised more often than others.  We have therefore collected these and provide handy frequently asked questions guides below.

How we are handling refunds

We have seen a normalisation of supplier processes with regards to processing refunds over the last few months. Cancellations for bookings made over the last 3-4 months will be processed in the vast majority of cases by suppliers according to pre-Covid timescales and customers should expect to receive their refunds within 8-10 weeks. For cancellations that were affected by Covid-19, there are still a small number of airlines who have not processed refunds or have an extended backlog. We continue to monitor these suppliers and if a refund becomes available will process this.

In all circumstances Key Travel’s policy in relation to passing on refunds received from our travel partners remains unchanged – as soon as Key Travel receives the refund from the airline, hotel or other providers, we will refund that amount to our customer as quickly as we can. You will receive that refund in the same way you paid for the service, normally as a refund on the credit card you used or as a credit note issued against your account.  More details on refunds can be found in the frequently asked questions below.

Booking, amending or cancelling your travel

Please follow the below links for country-specific FAQs

UK Visit the UK page
USA  Visit the US page
Canada Visit the Canada page
Europe & Africa  Visit the French, Swiss and Brussels page

Visit the Netherlands page