Frequently Asked Questions: Key Travel 2.0
Agents and Teams
Who do I contact to work on my bookings?
You will still be able to reach your team by phone and email. If you are used to working with a single member of the team, they will now be supported by several experienced teammates. It is important to continue to email your dedicated team email address. Please do not cc: multiple teams or contact individual agents to create or discuss a booking; it will delay an expedient response from us.
Can I still work with my favorite agent?
While our dedicated agents have always worked in teams, our teams will be collaborating more closely to give you the most prompt and attentive service possible.
What if I don’t like my new team?
Key Travel is dedicated to our clients’ satisfaction. That will not change. We welcome the opportunity to discuss your needs, and how we can exceed them.
Will my new team know my preferences/have access to my information?
Yes, all your existing profile information will remain available to the new team.
Will the new team know my organization’s policies?
Yes, as with your personal preferences, that information will be available to all the agents on your team.
Who will send me my confirmations?
The distribution process that you have become accustomed to will remain in place.
Who do I contact if I have a problem?
If the issue has to do with your booking, you can email your team using the reference number assigned to your quote, and a member of your agent team will respond. Your Account Manager is still at your disposal for questions regarding products or process.
Bookings
How do I identify an existing booking when I call or email Key Travel?
All you need is the traveler name, booker name, or organization for any agent to access your booking.
I just remembered a detail that I should have added to my quote request. What should I do if I need to send another email or call the office prior to receiving a response?
When a customer sends a new email, it generates a unique “case” for your booking. Agents can view all cases across the business. As long as you respond to the same email thread, your agent can view the most recent correspondence within that case. If you prefer to call, any agent can still identify your case by traveler name, booker name, or organization.
I forgot to reply in the same email regarding a quote! Will my inquiry be linked to the original?
Your email chains won't automatically link together, but when an agent is working on one of your cases, all of the other open cases under your name will appear in a sidebar. If the agent notices one of the other cases correlates with the one they are currently working on, they can link them together, although this is a manual process. It is always best to stick to the same email chain, but we are all human and mistakes will happen!
My co-worker and I want to travel together, but we each sent separate email requests. Will you be able to coordinate the trips for us?
Just let the team know about the need to travel together, and identify the separate email requests. We can link the trips for you.
If you have any additional questions, please do not hesitate to contact CustomerJourney@keytravel.com. We will be following your input closely to ensure you have the best experience possible with our new system.