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. 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. Please contact the advertiser to confirm current prices.
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 related to any aspect of the actual holiday such as what's included, you need to contact the travel company directly using the number provided. For any other type of query you can contact icelolly.com using the following email: contactus@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 are based on two adults sharing and 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.
What isn't included in the advertised price on icelolly.com?
The prices advertised normally exclude luggage and transfer costs, occasionally these may be included. Please call the relevant advertiser to confirm what is included along with the costs of any extras.
I want to cancel a holiday that I have booked; who do I contact?
To cancel your booking you need to contact the travel company who you arranged your holiday with, who 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 are 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?
The amount of time permitted between booking and departure will vary between holiday providers. Please contact the relevant holiday provider to find out more.
Can I book my holiday online?
Currently holidays advertised on icelolly.com can only be booked over the phone. Telephone numbers of all holiday providers are found on the deal pages when you search for a holiday.
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 in the event that anything should go wrong while booking or enjoying your holiday. To ensure that your trip is protected, all providers advertising with icelolly.com must be a member of ATOL, ABTA, Global Travel Group, Travel Trust Association or IATA.
Back to top

Payment

Is it possible to pay for my holiday on two different cards?
Yes, it is possible to split the payment. However please confirm this with the holiday provider first before making the booking.
Are there any surcharges for paying via debit card?
Surcharges for paying via a debit or credit card will differ depending on the holiday provider. icelolly.com displays the relevant charges next to each holiday that is advertised, and these charges will also be confirmed to you prior to any payment being taken when you arrange your holiday with one of our providers.
How long before the flights does the holiday have to be paid for?
Each provider has different payment terms but payment dates are usually between 12 and 14 weeks depending on the airline.
Do I pay icelolly.com for my holiday?
icelolly.com is a holiday price comparison site, so we only compare the holidays. You will book with a provider and pay said provider directly.
Do you have to pay in full or is it possible to pay a deposit?
Whether it is possible to pay in instalments will depend on the holiday provider you make the reservation with. Please contact the relevant holiday provider to find out.
Back to top

Flights

Are all flights advertised on icelolly.com direct to the destination selected?
The majority of flights advertised are direct to the destination, however indirect flights can also be offered as part of the advertised price. Please contact the advertiser to confirm the details of the flights included within the price.
Do all holidays include return flights?
All prices advertised on icelolly.com are based on two adults sharing and incorporate the cost of both the accommodation and the flights.
How can you find out the flight times?
Flight times will be provided to you by the travel company as part of the confirmation process, and can be found out before you book. You will then receive email confirmation containing all the relevant information regarding your holiday.
How do I find out the name of the airline my flights are booked with?
The name of the airline will be provided to you by the travel company as part of the confirmation process. You will then receive email confirmation containing all the relevant information regarding your holiday.
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 ok by checking the UK Foreign Travel Advice website: https://www.gov.uk/hand-luggage-restrictions
Back to top

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 provider and 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 the official UK government website: https://www.gov.uk/browse/abroad
How do I tell you about an issue on your website?
In order to improve customer experience on our website, we welcome all positive and negative comments regarding the site, including faults, speed issues, improvements, errors, etc. Please e-mail us at contactus@icelolly.com
Back to top