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2026年2月2日

Thanks for sharing this Antonio. We'll be sure to inform both Alejandro and their manager.

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2026年1月28日

Hello Jen, thank you for taking the time to share your experience. I am very sorry to hear about the issues you have encountered during your stays.

We would like to reassure you that rooms are not intentionally allocated as “worst available” or lower quality. Accommodation content is provided via established global accommodation partners, and room types, such as bed type or accessibility features, are displayed at the point of booking. The hotel is responsible for allocating a specific room within the category booked, and unfortunately this can sometimes result in outcomes that do not meet expectations.

Issues such as lack of heating, strong smells, or an incorrect room setup are not acceptable. In the first instance, we always recommend raising these directly with the hotel, as they are best placed to resolve room-specific problems quickly. If this does not resolve the issue, our team is available to step in and support you while you are on site, including liaising with the hotel on your behalf.

Regarding pricing, rates can differ from those shown on hotel websites due to availability, demand, or the inclusion of corporate or managed travel terms. However, we absolutely understand how frustrating it feels to see a lower price elsewhere, and this is something we take seriously.

We also actively feed back concerns about hotel quality and guest experience to our accommodation partners. Where standards are consistently not met, properties can be reviewed or removed from search results.

We would appreciate the opportunity to look into your bookings in more detail. Trustpilot will contact you directly to request your booking reference and email address so we can investigate fully and follow up with you.

Thank you again for raising this. Feedback like yours helps us identify where improvements are needed.

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2026年1月28日

Thank you for the review David. Glad to hear you found the process and our booking tool quick and easy.

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2026年1月26日

So pleased you have found us to be flexible and responsive in your interactions with us Yinebeb. Thank you for writing us this review.

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2026年1月26日

Hello Nathalie, thank you for taking the time to share your feedback.

You are right that the system currently allows results to be sorted by earliest departure only. While it is possible to use the filter to remove the earlier departure times, we appreciate that a ‘sort by latest departure’ option would also be helpful. We will pass this suggestion on to our IT team for consideration.

In terms of combining flights and rail, it is possible to build a journey across different modes. You can add a flight to your basket, then search for a rail journey or hotel and add that as well before proceeding to book all elements together. We are sorry if this was not clear during your booking experience.

Thank you again for your comments. Feedback like this is helpful in highlighting where we can improve both functionality and clarity for our users.

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2026年1月26日

Thanks Regelyn, we appreciate you sharing this feedback.

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2026年1月23日

Thanks Raheleh for such a great review. We certainly can't ask for more than that and are happy to hear about your experience.

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2026年1月23日 に更新

Hi Penny, thank you for taking the time to share further information with us and for giving us the opportunity to review what took place. We are sorry to hear about your disappointment with this booking and appreciate how frustrating it can be when a trip does not meet expectations, particularly when booking premium travel.

We understand the booking was made via our online booking system and that our team have explained how search results are based on the main, longest flight sector rather than enforcing the same cabin on every shorter connection. This means some itineraries can include mixed cabins unless additional filters are applied or each flight segment is reviewed in detail before confirming the booking. This approach is designed to ensure travellers still see viable options where certain cabins are not available on shorter routes.

Full cabin details and fare inclusions are available at the point of booking through the filters and information icons, which allow bookers to check each flight sector before purchase.

We recognise that experiences like this can be disappointing and we value the feedback you have shared. It helps us identify where greater clarity may be needed within the online booking process, and we will continue to use customer insight to improve how information is presented and understood at the point of booking.

With regards to your colleagues experience during the Heathrow outage in March 2025, we supported hundred's of customers with flight amendments and rescheduling during the initial outage and also through the following days due to the knock-on effects. As we don't have the details of your colleagues case we can't offer any further detailed insight, but we are happy to investigate further if your colleagues would like. Please let them know they are very welcome to reach out to us directly at hello@keytravel.com.

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2026年1月22日

What great feedback to hear Jean Claude. First of all we are so pleased you were able to attend the meeting and secondly it's great to hear about the support 'night and day' that you received from the team to help you. Thanks for sharing this.

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2026年1月20日

Thanks for the 5 stars GreenJ. Glad you've found the booking tool helpful in securing the flights you need.

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2026年1月20日

Thank you for sharing your feedback about our service. It's great to hear that you found our service 'excellent'!

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2026年1月20日

Just what we like to hear Chiamaka! We know how stressful travel booking can be, so to hear how we were able to reduce that for you makes us very happy!

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2026年1月19日

Thanks for the feedback Mark, we loved hearing about the smooth experience you had and are pleased to note how helpful you found our agents.

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2026年1月19日

Hi Osvaldo, it is really good to know our team were able to assist you quickly during the travel disruption you experienced. It can be a very stressful time having a flight cancelled!

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2026年1月19日

Great to hear about your positive experience Mary, thank you for leaving us a review!

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2026年1月19日

Thanks Jim, we appreciate you sharing how professional and helpful you found your interaction with our team.

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2026年1月14日

Hi Tina, we're pleased you found our booking tool easy to follow. Thanks for sharing the feedback!

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2026年1月13日

Thanks Matteo, our agents are great at managing and sorting out travel related issues, but it's always nice to see a review calling this out.

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2026年1月13日

Hi Michelle, our booking tool was created in collaboration with our customers to ensure it was as simple and straight forward as possible, so this is just what we love to hear.

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2026年1月13日

So pleased to hear you found the booking process easy to understand Barbara. Thanks for sharing.