Review Time
On 16 August 2025, we traveled with the service from Zurich to Lisbon. Our baby stroller, handed over at the aircraft door for gate-check, has not arrived at our destination. Today is 21 January 2026, and after 158 days, the stroller is still missing. The company has not located it, has not officially declared it lost, and has failed to provide a clear resolution.
Our family has made over 250 phone calls and spent more than €1,200 trying to reach the service, sending numerous emails and submitting the same documentation repeatedly. We have been filling out the online contact form daily, hoping for a response, but have only received automated replies.
On 19 January 2026, we sent comprehensive documentation confirming the purchase of the missing stroller and a new replacement. Although the company claims to have transferred compensation, we have yet to receive the funds. We continue to follow up until the compensation is credited and the case is resolved.
We were given another email address, but it’s unclear who is responsible for addressing these messages. Our tracking device indicates the stroller is still at the airport, yet no action is being taken.
We feel lost and are unsure where to turn. Is there anyone at the service who truly cares about customer experience and has the authority to resolve this? If you have a direct contact, please share it with us. We’ve exhausted all options and are feeling overwhelmed.
Worst of all, our child is growing, and the stroller that was integral to our daily life has simply vanished. It’s “just an object,” but it was ours, and after 158 days, we are still waiting for a real resolution.
TAP Air Portugal lost our baby’s stroller on flight TP931 from Zurich to Lisbon on 16 August 2025. Today is 22 December 2025 – 128 days since the stroller went missing – and TAP has yet to locate it, declare it lost, or provide compensation. This surpasses the 21-day period after which baggage is considered lost, yet TAP has not confirmed the loss or initiated the claims process, leaving us in limbo for over four months. Despite numerous attempts, TAP’s responses have been unsatisfactory. Three family members have made over 200 calls to TAP, incurring over €1000 in calling costs, seeking updates. We even placed an Apple AirTag inside the stroller, which still shows its location at Lisbon Airport, indicating it’s in TAP’s custody. TAP claims a “95% success rate” in returning missing bags within 48 hours, but our experience contradicts this. Each time we contact them, we receive the same vague promise followed by silence. TAP even confused our case with another passenger’s, leading to weeks of mixed information without any real progress on finding or reimbursing our stroller. We are now exhausted, frustrated, and feel completely ignored by TAP. They sent another generic email today, but it’s hard to believe anyone is genuinely engaging with our messages. This was our baby’s stroller – an essential item for our family – and its loss, coupled with TAP’s indifference, has been devastating. We never expected such a lack of empathy from an airline. 128 days without a stroller or any answers is absolutely unacceptable. We wouldn’t wish this experience on anyone, and we advise other travelers to think carefully before trusting TAP with anything valuable.
I just flew to Lisbon and back from Porto. The staff were decent, but the flight times were not great. However, the check-in at Gatwick was a mess, and Porto was not much better. We arrived at Gatwick with plenty of time only to find no signage indicating where check-in was located. I ended up asking other passengers where they were going, and we all stood there hoping we were in the right place. When check-in finally opened, there was only one staff member at the desk while the other was on their phone. We stood there for a long time, and it’s a good thing we always arrive early; otherwise, we would have been rushing to the boarding gate. I’m not impressed and wouldn’t recommend this airline; I wouldn’t want to go through this again. The online support is difficult to reach, and the app was not functional even while we were in Portugal.
We traveled a month ago from Brussels to Funchal with a connection in Lisbon. Unfortunately, my suitcase did not arrive in Madeira and remained in Lisbon. The handling of this situation by the airline has been very disappointing. My report was submitted immediately upon arrival, but it took 24 hours before any action was taken. I was repeatedly informed that my luggage had been found and would be returned soon, but nothing actually happened. After waiting the required 21 days, I was told that my suitcase was considered lost. I submitted a compensation claim, but no one has responded. It has now been almost two months – no luggage, no reimbursement, and no clear communication. I truly hope the company improves its customer service and takes more responsibility in such cases.
We had business class flights from a major city to Lisbon. The business class lounge was disappointing, located far from the international departure area. The cabin crew was lacking; there were no welcome drinks as economy class passengers entered through the business class area. The food was mediocre, and the pricing was excessively high for the level of service provided. Priority tags on luggage did not result in any expedited service, as they arrived at the same time as the regular luggage.
I will definitely avoid flying with this airline in the future. You end up paying more when you factor in unclear fees that arise at the worst possible moments. The frustration caused by the company’s lack of standards is simply not worth it. I’m surprised they are part of a major airline alliance.
TAP Air Portugal lost our baby’s stroller on flight TP931 from Zurich to Lisbon on 16 August 2025. Today is 22 December 2025 – 128 days since the stroller went missing – and TAP has yet to locate it, declare it lost, or offer any compensation. This far exceeds the 21-day threshold for considering baggage lost, yet TAP has not confirmed the loss or started the claims process, leaving us in limbo for over four months. Despite our relentless efforts, TAP’s responses have been completely inadequate. We have made over 200 phone calls, spending more than €1000 in calling costs, seeking updates. We even placed an Apple AirTag inside the stroller, which still shows its location at Lisbon Airport – a clear indication it’s with TAP. TAP claims a “95% success rate” in returning missing bags within 48 hours, but our experience tells a different story. Each time we reach out, we receive the same empty promise (“we’ll check and get back to you”) followed by silence. At one point, TAP even mixed up our case with another passenger’s, causing confusion and chaos, yet no progress on finding or reimbursing our stroller. We are exhausted, frustrated, and feel ignored by TAP. They sent another generic email today, but it’s hard to believe anyone is truly engaging with our messages. This was our baby’s stroller – an essential item for our family – and its loss, along with TAP’s indifference, has been devastating. 128 days without a stroller or answers is completely unacceptable. We wouldn’t wish this nightmare on anyone and advise other travelers to think twice before trusting TAP with anything valuable.
TAP lost our baby stroller on flight TP931 from Zurich to Lisbon on 16 August 2025. Today is 11 December 2025 – 117 days since the stroller went missing – and TAP has still not found it, issued any official confirmation of loss, or started a proper compensation process. Each time we contact them, we hear the same empty assurance: “we’ll check and get back to you” – and then nothing happens. During this time, three family members have made around 200 phone calls, spending roughly €1,000 just on calls. We keep spending time and money, but instead of a real solution, we are constantly asked to submit new cases and complaints, re-describing the same situation. Our main request – to receive an official confirmation for our insurance company stating that the stroller is lost – is being ignored. TAP keeps asking for more documents but does not provide the basic statement we need to file a claim. We later discovered that TAP had even mixed up our baggage case with another customer’s file, which explains the chaos and contradictory information we received. The stroller cost €890, and we have all the necessary documentation. Nevertheless, TAP continues to ignore its obligation to resolve the claim and issue the required document for compensation. My advice: do not trust TAP with valuable items, especially children’s belongings. If possible, never check them in as hold baggage. This has been the worst airline and customer service experience we have encountered.
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TAP Air Portugal is the flag carrier airline of Portugal, headquartered at Lisbon Airport which also serves as its hub.
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