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