Customer Service


Customer Standards

User Reviews
Got a question or want to leave your feedback?

You can also contact us in writing at:

Compliance Team,

Icelolly Marketing Limited,

1st Floor, Park Row House

19-20 Park Row


LS1 5JF is a price comparison website for holidays which are supplied by holiday providers who advertise their offers on our site. As such we are not a travel company and therefore we do not sell holidays. introduced a code of conduct in December 2013 that all our holiday providers must 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 must be a member of the Civil Aviation Authority ATOL and/or ABTA. This ensures that your holiday is protected.

Different Types of Package Holidays

Offers provided on the icelolly website can either be 'packaged holidays' or 'dynamically packaged holidays (flight & hotel)'.

  • A standard 'packaged holiday', whilst made up of separate travel components, is sold as one complete package by traditional tour operators such as Thomson Holidays, Thomas Cook and First Choice for example.
  • A 'dynamically packaged holiday (flight & hotel)' is tailor-made by the experienced and professional holiday provider to the individuals requirements. All of our partner travel agents have the appropriate licensing arrangements through the Civil Aviation Authority to offer our customers financial protection and security.

For further information regarding whether your holiday is a 'packaged holiday' or 'dynamically packaged holiday (flight & hotel)', please contact the relevant holiday provider directly who will then be able to confirm the exact type of holiday that you have booked and explain your exact level of protection.

Included in the price?

All prices advertised on are based on two adults sharing and incorporate the cost of return flights, flight taxes, accommodation, the selected board basis, booking fees, the ATOL protection charge and debit card charges. The prices advertised normally exclude luggage and transfer costs, however occasionally these may be included. is not a live site, however we strive to ensure that all prices displayed by our holiday providers are up to date. Due to the nature of the travel industry prices can fluctuate by the minute especially in the case of the return flights and pricing. When holiday providers are made aware that an offer is no longer available they are required to delete the offer from our database as soon as possible.

Working in your interests 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 offer on this site, the offer will be removed from the website within a reasonable amount of time. The holiday provider in question will then be managed accordingly as per the code of conduct.

Complaints takes any expression of dissatisfaction extremely seriously, as such we set ourselves and the holiday providers 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 a holiday provider, we will forward your complaint to them and provide you with confirmation within one working day of receiving your complaint. The holiday provider 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 – [email protected], 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' Report button that is attached to every offer that is advertised on The compliance team will then provide you with an individual response to your query / complaint.

Lastly you can contact us in writing at the address listed on this page.