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