Canada 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, Raptim/Key Travel are fully operational and able to assist with new bookings. 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. Our hours have been modified to Monday to Friday, 9 A.M. EST to 6.30 P.M. EST..

Refunds & cancellations

Q: How do I know if I’m entitled to a refund?

A: Please check the original booking terms and conditions as found on your original travel quote.
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 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 however most airlines are offering extended ticket validity.
• Non-refundable hotel: Unless the supplier has issued a waiver, there will be no refunds.
• Via rail tickets: You will receive a refund based on the rules of the ticket.

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. Conditions may vary by issuing country. Please email your team if you have questions.

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.

Other FAQ’s

Q: I would like to request a report. Can you process this?

A: Yes we can! Please send any report requests to We will do our best to provide you with a report within 48 hours. Please specify what content you’d like to be included on the report.

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 Raptim Canada/ Key client contact and you need to get in touch, please contact or your designated team email address.

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