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FAQs

Booking

Is the price advertised on icelolly.com a live price?
icelolly.com is not a live site, however we strive to ensure that all prices displayed by our advertisers are up to date via direct feed. Due to the nature of the travel industry, prices can fluctuate by the minute especially in the case of flights. When advertisers are made aware that an offer is no longer available they are required to update or delete the offer as soon as possible.
I have a query about the holiday I've booked via icelolly.com; who do I contact?
You need to contact the travel company that you booked your holiday with directly. Contact details can be found on the email that you were sent after finalising your booking. The name of the travel company can also be found on your bank or credit card statement, depending on your chosen payment method.
I have a query about a holiday advertised on icelolly.com; who do I contact?
If your query is relating to any aspect of the actual holiday such as what’s include, you need to contact the travel company directly using the number provided. For any other type of query please email us at: compliance@icelolly.com
I can't remember the company I booked with via icelolly.com; how do I find this out?
Contact details can be found on the email that you were sent after finalising your booking. The name of the travel company can also be found on your bank or credit card statement depending on your chosen payment method.
What is included in the advertised price on icelolly.com?
All prices advertised on icelolly.com incorporate the cost of both the accommodation and the flights. The price also includes all compulsory taxes and booking fees, as well as your cabin baggage. Some airlines are now making charges to guarantee hand luggage doesn't get put in the hold, for more information please check with the company you are booking with.
What isn't included in the advertised price on icelolly.com?
The prices advertised normally exclude luggage and transfer costs, but occasionally these may be included. It just depends on the type of holiday that you require. Some package holidays will include luggage and transfers as standard. If you contact the travel company advertising the holiday they will be able to confirm what is included, along with the cost of adding any optional extras.
I want to cancel a holiday that I have booked; who do I contact?
You need to contact the travel company who you arranged your holiday with. They will be able to provide you with all the relevant information regarding any cancellation policies that might apply.
How do I find out more information regarding the cost of luggage or transfers?
If you contact the travel company who is advertising the holiday they will be able to provide you with all the relevant information that you require, and tailor a specific package to meet your individual needs.
How far in advance do I need to book my holiday?
Booking time frames before travel will vary between holiday providers. Please contact the relevant holiday provider to find out more.
Can I book my holiday online?
There are many travel companies currently advertising on our site that allow you the option to arrange your holiday online. These can be identified by the “View Deal” button.
Are the holidays advertised on icelolly.com protected?
At icelolly.com we believe you should be able to book with confidence, secure in the knowledge that you and your money are protected if anything should go wrong while booking or enjoying your package holiday. To ensure that your trip is protected, all travel companies that advertise on icelolly.com must provide financial protection for the package holidays they offer in line with the Package Travel Regulations 1992. If your package holiday includes a flight, protection will be provided by way of an ATOL. If your package holiday does not include a flight, protection will be provided by ABTA or the Travel Trust Association.
What if I book accommodation only and not a package?
The above financial protection may not apply to stand alone travel arrangements such as accommodation only. Please check and confirm with your travel provider before making a booking to find out what arrangements may be in place.
How do I check if a travel provider advertising on icelolly.com is a member of ABTA?
To verify that any of our travel providers are members of ABTA and adhere to their Code of Conduct, please click on the following link: abta.com/find-a-member
How do I check if a company holds an ATOL license?
To verify that the company you are booking through holds an ATOL license, please click on the following link: https://www.caa.co.uk/ATOL-protection/Check-an-ATOL/ATOL-holder-search/
Why am I being charged full price for my child?
Although it is specified within the search field that child ages are between 0-17 years, the reality is that child ages and fees vary from supplier/supplier. To obtain an exact price, or more information on what the maximum child age and price is, you will need to go through to the advertisers website or, what we recommend, you contact the travel company who is advertising the holiday and they can advise accordingly. As a guide, infants aged up to 2 on the day of return will be subject to a fee, however 2 and above could pay anything up to a full adult price.
Why is the cost different when I click through to the travel company?
Due to the nature of the travel industry, prices can change by the minute especially with regard to flights. Upon speaking to the travel company or by clicking through directly to their site should any price changes occur they will inform you of this prior to the transaction being completed. We do however, strive to make sure the prices on offer by our advertisers are kept as up to date as possible, this is done via a direct feed. If it transpires that a holiday is no longer available at the advertised cost the company offering the holiday must make the relevant amendments as soon as they are aware.

Payment

Is it possible to pay for my holiday on two different cards?
Yes, it is usually possible to split the payment. Confirm this with the holiday provider first before making the booking.
Are there any surcharges for paying via debit card?
There are no charges for payment made via debit and credit card transactions.
How long before the flights does the holiday have to be paid for?
Different companies will have different payment terms. It's roughly between 12 and 14 weeks, dependent upon the holiday provider.
Do I pay icelolly.com for my holiday?
No, icelolly.com is a holiday price comparison site only, so we only compare the holidays. You will pay the holiday provider direct.
Do you have to pay in full or is it possible to pay a deposit?
It will depend on the holiday provider you make the reservation with whether it is possible to pay in instalments. Some holiday providers do provide low deposit schemes so if this is important to you then click or call the holiday provider to find out.

Flights

Are all flights advertised on icelolly.com direct to the destination selected?
Most of flights advertised are direct to the destination, but indirect flights can also be offered as part of the advertised price. Please click on the “flight info” link shown on the advertised offer to display flight times.
Do all holidays include return flights?
All prices advertised on icelolly.com include return flights to/from the UK.
How can you find out the flight times?
Flight times, along with the airline, can be found on the advertiser offer to the side of the departure airport. If you click “info,” the airline, flight duration and times will be displayed.
How do I find out the name of the airline my flights are booked with?
The name of the airline can be found on the advertised offer to the side of the departure airport. If you click on the “info” icon you will see the airline and flight times displayed.
How do I find out hand luggage restrictions for my holiday?
There are national restrictions on what can be taken on a plane in hand luggage - make sure your bag is okay by checking the UK Foreign Travel Advice website: https://www.gov.uk/hand-luggage-restrictions

General questions

Who are icelolly.com?
icelolly.com is a price comparison website for holidays which are supplied by travel companies who advertise their offers on our site. As such, we are not a travel company and therefore we do not sell tickets or holidays.
I need advice about a passport or visa issue; who do I contact?
For all advice regarding passports and visas please go to: https://www.gov.uk/browse/abroad
How do I tell you about an issue on your website?
To improve customer experience on our website, we welcome all positive and negative comments regarding the site, including faults, speed issues, improvements and errors. Please email us at: compliance@icelolly.com

Top deals*

Why is there a limited number of holidays available?
We carefully select many offers from a range of advertisers/travel companies and advertise them for a limited period. This can be because of the price, additional extras or limited availability.
When do the offers change?
On most occasions, the holiday offers are updated every two weeks on a Thursday at 10am. However, there may be deals available for a shorter period. Each offer clearly states when the details and prices were uploaded and when the deal ends.
What is the price based on?
Please refer to the details of each offer. Each page outlines the available departure dates, airports and prices. The terms and conditions also advise the occupancy of a room and what departure date the price is based on.