We booked our holiday with Thomas Cook to go to Rhodes on the 26th May. On that day we went to the airport, dispatched our bags only to get to the boarding gate to be told our flight was cancelled. I called Thomas Cook straight away and after 1.30minutes on the line, I finally got through to Costumer Services. The lady who answered the phone told me she would look for alternative flights and asked if we could move to different airports or fly on a different day, we said yes to all. She then called me back to inform the only direct flight available would be on Saturday and it was too expensive so Thomas Cook would not take on the extra charges. The only option she could give me was to refund the holiday money which really is no consolation and definitely does not pay for all the trouble and heartache we experienced. When I explained that we also incurred other expenses like car rental at the destination and parking at the airport she said we would need to lodge a claim with the airline, despite the fact that flights were booked by Thomas Cook. I explained to her that we had been in the airport all day with a 1 and a 5 year old, missing work, which she made a point of saying it was my choice (I agreed but to go on holiday, not to be stranded at an airport) and demonstrated a complete lack of empathy. This was a holiday we were really looking forward to as a family and Thomas Cook did not take any responsibility for the fact that we missed it. No offer to look at alternative destinations, support with alternative flights, nothing. Just the refund of the money paid which I am still to receive. I haven’t even heard from them since that call. No email confirming the refund, absolutely zero contact. I am completely appalled by the service received.