When the key is turned to any position other than the "off" position, it is not supposed to come out. Tell him to turn the key so that the key fob is straight up and down in relation to the top (parallel with the tumbler keeper). Then it will pull out.
If the key will still not come out when the key is turned to the off position, look at the little round pin on top of the lock at the back to see if it is popped up. If it is not, it should be and could possibly be coaxed out by slightly depressing it with an ice pick and releasing. If that little cylinder is stuck, shoot a little WD-40 down the cylinder bore and try again.