The Airline Lost My Stroller – What to Do Now (And How to Fix It Fast)

The Airline Lost My Stroller – What to Do Now (And How to Fix It Fast)

You've just landed. You're tired, the baby is hungry, and you're watching the baggage carousel go round and round. Everyone else has their bags. Your stroller is not coming.

First: breathe. This happens more than you think. Airlines damage or lose pushchairs regularly — they're awkward to handle, loaded last, and often treated badly in the hold. It's infuriating, but there is a clear process to follow, and you can get this sorted.

Here's exactly what to do, step by step.

Step 1: Do NOT Leave the Airport

This is the most important step. Before you go through arrivals, go directly to the airline's baggage service desk — usually located in the baggage claim hall, before the exit.

If you leave the airport without filing a report, your claim becomes significantly harder to pursue. Stay, even if the baby is screaming and you're exhausted.

Step 2: File a PIR (Property Irregularity Report)

At the baggage desk, ask to file a PIR — Property Irregularity Report. This is the official document that starts your claim. You need this reference number for everything that follows.

When filing the PIR, make sure to:

  • Describe the stroller accurately — brand, model, colour, approximate value
  • Note the condition — lost entirely, or damaged (and if damaged, describe specifically: frame bent, wheels missing, fabric torn, etc.)
  • Get the reference number in writing — take a photo of the document
  • Ask for a written timeline — when will they contact you? What's the next step?

At Valencia Airport (VLC), the baggage service desks are located in the arrivals hall before you exit. All major airlines have a desk or a shared handling agent.

Step 3: Know Your Rights

Under the Montreal Convention — the international treaty that governs air travel — airlines are liable for lost, delayed, or damaged checked baggage, including strollers. The compensation limit is approximately 1,400 SDR (Special Drawing Rights), which currently equates to roughly €1,700–1,800.

Key things to know:

  • Damaged strollers: The airline must compensate you for the repair cost or, if beyond repair, the depreciated value of the item
  • Lost strollers: If not found within 21 days of the PIR being filed, the item is officially declared lost and you are entitled to compensation
  • Delayed strollers: If your stroller arrives on a later flight, the airline should cover reasonable expenses you incur in the meantime (such as a rental)
  • Keep all receipts — any stroller rental costs incurred because of the airline's failure can be claimed back

Step 4: Contact the Airline in Writing

As soon as you have your PIR number, send a written follow-up to the airline's customer service — email is fine. Include:

  • Your name, booking reference, and flight number
  • The PIR number
  • A description of the stroller and its approximate value
  • A clear statement of what you are claiming (replacement, repair, or rental reimbursement)

For damaged strollers, you have 7 days from receipt to file a written complaint under the Montreal Convention. For delayed baggage, you have 21 days from the date of receipt.

Don't miss these deadlines.

Step 5: Get a Replacement Stroller — Today

You're in Valencia, you have a baby, and you have no pushchair. This is the most urgent practical problem. Don't wait days for the airline to sort it out — get a stroller sorted now and claim the cost back later.

Baby Roller delivers Babyzen YOYO strollers across Valencia — to your hotel, Airbnb, or wherever you're staying. Same-day delivery is available depending on timing. It takes two minutes to book online.

A rental stroller means your holiday isn't ruined while you wait for the airline's claims process to move. And because the delay or loss is the airline's fault, you can include your rental costs in your compensation claim.

👉 Book an emergency stroller rental at babyroller.es

Step 6: Document Everything

While everything is fresh, make sure you have:

  • ✅ Your PIR number and a copy of the report
  • ✅ Photos of any damage (take these at the airport if possible)
  • ✅ Proof of the stroller's value — receipt, bank statement, or manufacturer's website price
  • ✅ Receipts for any rental or replacement costs you incur
  • ✅ Screenshots of all correspondence with the airline

This documentation is your claim. Keep it all in one place.

What If the Airline Refuses to Pay?

Airlines sometimes push back on claims or offer less than they should. If this happens:

  • Escalate within the airline — ask for the claim to be reviewed by a supervisor
  • Contact your travel insurance — most policies cover lost or damaged baggage, including strollers. Check your policy documents
  • Use your credit card's purchase protection — if you paid for the stroller by credit card, many cards offer purchase protection that may cover loss or damage
  • File a complaint with AESA — Spain's aviation regulator (Agencia Estatal de Seguridad Aérea) handles passenger rights complaints for flights operating in Spain. You can file at aesa.gob.es

Will the Airline Pay for My Rental?

In most cases, yes — if your stroller was delayed or lost due to the airline's fault, reasonable costs you incur as a direct result are recoverable. Keep the rental receipt and include it in your claim with a clear explanation.

"My stroller was lost/delayed by [airline] on [date]. I was travelling with a [age] baby and required a stroller. I rented a replacement at a cost of €X. I am claiming this amount as reasonable consequential expenses under the Montreal Convention."

Quick Reference Checklist

  • File a PIR before leaving the airport
  • Get the reference number in writing
  • Photograph any damage
  • Send a written claim to the airline within 7 days (damage) or 21 days (delay)
  • Book a replacement stroller for the duration of your stay
  • Keep all receipts
  • Contact travel insurance if the airline doesn't cooperate

The Honest Bottom Line

Losing your stroller at the airport is one of those travel disasters that feels catastrophic in the moment and is actually fixable. File the report, document everything, and get a rental sorted so the rest of your trip can continue as planned.

Valencia is a wonderful city to explore with a baby — don't let a baggage claim nightmare define your holiday.

If you need a stroller in Valencia today, we can help.

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