Thomson Flights Customer Service Issues

I booked an all-inclusive holiday but encountered a problem en route to the airport when one of our bags, containing our passports, was taken. Despite attempting to resolve the issue, none of the booking agents were available, and we were informed that without our passports, we couldn't travel. We were not advised about emergency documents that could have been issued to allow us to travel. As a result, we missed our flight and the entire holiday. I am requesting a refund as we paid £[redacted] for a holiday we couldn't take due to the lack of assistance at the time of the incident, which occurred three hours before the flight.

Hello, I have a question about canceling my flight. If I decide to cancel, am I eligible for a full refund? Are there any cancellation fees? Also, can you explain the cancellation process? Do I need to fill out an online form or make a phone call to cancel? Lastly, if we have to cancel due to a family member contracting COVID-19, will the airline require proof of the positive test for a refund? Thank you. -Semitra E.