Pros
The pros for Key Travel are long gone with the exception of a (very) few great people that remain. Doubtful that they will be there long. The customers are fantastic; Key Travel simply doesn't deserve them.
Cons
The values (Impact-Compassion-Simplicity) that Key Travel touts are great window dressing but it's hilarious knowing how the company truly operates. "Impact - We strive to ensure all of our work makes a positive impact for our customers, our organization and our people." The global CEO strives to ensure a positive financial impact for himself. That is it. There is not one ounce of care for what the customers want and even less care for the hard working staff of Key Travel. "Compassion - We show compassion when we consider the needs of our customers in every booking and interaction as well as in every process, product, system and service development we provide." Nope! They incorporated the phrase "Compassion" from the truly compassionate organization they acquired in 2018 (Raptim) but Key has none. Customers in the sector they serve need specialized, high touch service. Key couldn't care less about this, they force a call center environment that customers vehemently despise. "Simplicity - We make things simple for our own people, enable them to make the biggest impact on our customers." Really? This couldn't be farther from the truth. It's down right insulting to the hard working staff (from front line travel consultants to senior level staff) that have outrageous work loads who are expected to do more, delivery high margins, and hit unrealistic sales targets. There is nothing simple about Key Travel. Their homegrown technology systems are antiquated and their processes are so convoluted you spend loads of wasted time trying to navigate through an already stress filled day. Poor customers struggle just to get a simple invoice. The executive team will dismiss the very accurate Glassdoor reviews from the past 6 months, stating they are comments from people who don't like change. That is far from accurate. Change is necessary but what this CEO has done is destroyed an organization that was once a gem. He bullies his way around and surrounds himself with yes people. There is a sexist and dismissive attitude displayed by a handful of the men. There is no desire to invest and develop in their people and the atrocious, unprofessional representation of HR is cringe worthy. They have made substantial investments in technology but Key still doesn't even have the basics that a mediocre travel management company would have. This UK centric company has minimized the needs of the largest market on the planet, North America, and consistently failed to invest properly in people and technology to service the customers in this market. A huge mistake! What a debacle this has become.
