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.
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TAP Air Portugal is the flag carrier airline of Portugal, headquartered at Lisbon Airport which also serves as its hub.