Volcanic Ash Service Update
Unprecedented closure of Northern European air space has affected the travel plans of many client travellers and the disruption looks set to continue.
Key Travel has every available resource working to support clients who are affected, but we recognize that many of you are still suffering high waiting times. We appreciate your patience at this very busy time and are applying a policy to prioritise enquires dealing with the most immediate travel first.
In order to minimize call volumes and help all clients receive a quicker service we have the following procedures:
1. For clients who have tickets issued for flights that are now cancelled and you only wish to instigate the refund process:
Send an email to customerservice@keytravel.com with the title ‘refund for cancelled flight’
2. For clients who have queries regarding existing issued tickets:
We are prioritizing clients who are travelling in the next 7 days. If your travel is within this timeframe please call your reservations team and select option 2. Clients who wish to enquire about changes to travel when travel is in more than 7 days time, we ask that you email your enquiry to customerservice@keytravel.com where we will deal with your enquiry in date order.
3. Clients with new enquires:
Please contact us via phone or email as normal but as we are directing extra resources to help with the airspace disruption you may receive a longer waiting time for both a phone and email response.
