Hi everyone,
just to warn you that this is going to be a long post.

On 6th October last year my boyfriend and I booked a holiday to Tunisia with Thomas Cook. It cost £1188.94 including £56.95 for airport parking.
At the time of booking we were told by the agent that we had all the information that we needed and we would be receiving some info, tickets etc nearer the time. All we had at that time with regarding the airport parking was a booking reference number. Twice before we left, my boyfriend went back to Thomas Cook asking if the parking reference number and the information we already had would be all we needed for parking and we were told yes. As we were flying from Gatwick South Terminal we assumed that our parking would be at South Terminal. We were given a ticket as we parked up and on entering the airport asked an information person if they could help with the parking, we were told that our number plate should have been scanned and it was playing up and to go to the info desk which didn't open until 6.30am, our check in was at 6am so we decided to do it when we came back.
As we went to leave the airport carpark the machine said we needed to pay £114. My boyfriend went to the parking office and it turns out we had parked in the wrong car park. We should have been given a map and directions to our car park with our holiday information (which we weren't) and should have parked at Airparks. The parking officer gave my boyfriend the map and directions that we should have been given by Thomas Cook and we should have parked 15 minutes away but we still had to pay the £114 for the car park we had used and were told to take it up with Thomas Cook.
After going through all our paperwork when we returned, we had not been given directions or a map to the correct car park. We went into the travel agents and spoke to the manager, who ironically enough was one of the ones that had assured us that all we would need was our parking reference number and the printouts we had( even though we didn't know at the time we didn't have all the info) and was told to write a letter of complaint which we did on january 15th basically explaining what I have explained above and also our disapointment about having to pay £114 on top of the £65.95 we'd already paid and asking for a refund.
We got a letter dated 8th February from the local Branch Manager saying that she doesn't know why we didn't have the correct information, and as a matter of course, they always print two copie4s of airport parking, one for us and one for them, and they have a copy with the paperwork from our bookingso she doesn't know why we don't have a copy (maybe because it wasn't given to us?) so can't refund us any money.
there is no mention of us having to park at Airparks, we had never heard of Airparks until we arrived back at the carpark and tried to leave, the Thomas Cook check in staff ha no idea about the parking so couldn't help us either so how were we supposed to know where to park if we were told we had all the correct information (even though we didn't) we would only need that and the reference number.
The letter also says that if we didn't have the relevant paperwork to refer to (how are we supposed to know that of we are told we have everything we needed) we should have ascertained where we were driving too (Gatwick! We were told we had all the info we need and as naive as it may have been we parked at South Terminal as that is where we were flying from and didn't know that there were 12 other car parks). It also says that when we enquired about the parking they said all we would need was the reference number and printout, the print out they were refering too was the directions to the car park and if we had told them we didn't have it they would have given us a copy. How are we supposed to know what we didn't have if we are told we have everything, so therefore they will not be refunding the additional parking fee we paid. There was also no mention of refunding the parking we booked at the time of our holiday that we didn't use.
Where do we stand and what should we do next.
sorry for the rambling and many thanks in advance for your answers
Lisa x