The UK's leading holiday price comparison site

Icelolly.com Customer Standards

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.

Icelolly.com introduced a code of conduct in December 2013 that all our advertisers must now adhere to. This document outlines the minimum standards expected from our advertisers, in order for icelolly to provide a market leading price comparison site.

All companies advertising on icelolly.com must be a member of one of the following organisations ATOL, ABTA, The Global Travel Group or the Travel Trust Association. This ensures that your holiday is fully protected.

Included in the price?

All Prices advertised on icelolly.com are based on two adults sharing and incorporate the cost of both the accommodation and the flights. The prices advertised normally exclude luggage and transfer costs, however occasionally these may be included. It just depends on the type of holiday that you require.

Icelolly.com is not a live site, however we strive to ensure that all prices displayed by our advertisers are up to date. 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 / delete the offer as soon as possible.

Working in your interests

Icelolly.com employs a dedicated team of individuals, whose responsibility is to consistently review offers advertised on the website. This ensures that only genuine offers are being advertised. Should we find any inaccurate or incorrect offers on this site, the offer will be removed from the website within a reasonable amount of time. The advertiser in question will then be managed accordingly as per the code of conduct.

Complaints

Icelolly.com takes any expression of dissatisfaction extremely seriously, as such we set ourselves and our advertisers very high standards and look to achieve these high standards in everything we do. We also know however there may be occasions when you feel we have not achieved these standards. In these rare cases we want you to tell us as this is the only way we'll be able to improve our service.

If your complaint is in relation to an advertiser, we will forward your complaint to them and provide you with confirmation within one working day of receiving your complaint. The advertiser will then have 48 hours to investigate your concerns and provide you with a response to your complaint.

If you would like to contact icelolly in relation to any of the above information, or if you have a general enquiry or indeed are dissatisfied with the service that you have received, you can contact us by using one of the methods below:

By e-mail at – Compliance@icelolly.com, please provide a full explanation of your query / complaint as well as full contact details so that we can provide you with a full response.
If your query / concern is regarding a particular offer that you have seen advertised, you can also use the ‘unique’ feedback button that is attached to every offer that is advertised on icelolly.com. The compliance team will then provide you with an individual response to your query / complaint.

Lastly you can contact us in writing at:

Compliance Team
Icelolly Marketing Limited
1st Floor Park Row House
Park Row
Leeds
LS1 5JF