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.