Southwest Airlines Denies Liability After Allegedly Damaging Passenger’s Stroller

Published Nov 13, 2026, 1:52 PM EST Journalist – Aaron is an aviation and travel journalist with 14 years of experience in the travel and tourism industry. His background spans airport operations, aviation infrastructure, and travel consulting, having worked with global organizations across New Zealand, Europe, and North America. Combining industry expertise with firsthand travel experience across more than 52 countries and five continents, Aaron covers airlines, airports, aviation policy, and the wider travel sector. He is based in Canterbury, New Zealand. His work has been published in Simple Flying and featured by MSN, SAM CHUI Aviation & Travel, EIN News, Pakistan Defence, and Climate Depot. A recent Southwest Airlines passenger has taken to social media and gone viral after claiming that, after his flight to Portland (PDX), the airline damaged his children's stroller so badly that it could no longer be used. Jason Piquette has a set of twins, and after flying from North Carolina to Oregon, the double stroller was damaged, and his experience when dealing with the airline about the damage turned sour. Piquette shared that the stroller had been damaged, and there were now two crooked wheels that roll unstably. After identifying the damage following the family's flight to Portland, Piquette contacted Southwest customer service, where the airline allegedly stated they only handle missing items and do not take any responsibility for damage to belongings. Simple Flying has reached out to Southwest for clarification on this matter. Double Stroller Damaged On Recent Southwest Airlines Flight Credit: Robin Guess | Shutterstock The damage occurred on the flight, leaving Piquette and his family without a stroller for their twin children for the week-long trip in Oregon, and left the family disappointed with the response received from the world's largest operator of the Boeing 737. Piquette, in a report shared by The Mary Sue, noted that the family was already strained financially, meaning the cost to repair or replace the stroller could be a challenge. Piquette initially shared on TikTok that while he had believed that Southwest would offer excellent customer service, the situation left him thinking that the airline needed to 'do better'. The post has also been shared on the Piquette Twins' Facebook page: Reviewing the airline's help center online, the carrier states that they are not responsible for baggage with manufacturer defects or baggage with minor damage. This can include wear and tear, dents, punctures, cuts, scuffs, stains, scratches, marks, or dirt. The airline does not specify what level of damage would qualify for passengers to receive compensation. Southwest Airlines Denies Responsibility For Minor Damages To Checked Items Credit: ZikG | Shutterstock Despite Southwest initially denying responsibility, the Department of Transportation (DOT) outlines that airlines are responsible for compensation of up to $4,700 where damages have occurred while baggage is under an airline's control. This damage can include damage to wheels, handles, straps, or other parts of the item. The DOT, on the contrary, does not absolve airlines if the damage occurred before the trip, or if the item was not properly packed. Piquette shared another video showing that the stroller is regularly used when they go on runs and leave the house, and given the financial situation, they are unsure when they will be able to repair or replace the stroller. His post hopes to bring awareness to similar situations and how large companies often will shirk liability. Piquette emphasized the following statement: "Families and individuals' lives can be changed when something like this is broken, and Southwest just doesn't care. […] I don't think we should stand for that kind of thing." Viewers have donated up to $400 to Piquette to help his family purchase a new stroller when they return to North Carolina. During his visit, another viewer also offered to lend the family a stroller during the duration of their visit to Oregon. Steps To Take If Southwest Airlines Damages Your Stroller or Baggage Credit: Markus Mainka | Shutterstock Should your personal items be damaged during a flight, it is important to follow the airline's outlined steps to protect your right to any compensation. As soon as the damage is identified, you must visit your airline's baggage service desk or record the incident online via the carrier's website. Take clear photos or videos of damage, including broken wheels, handles, zippers, or structural checks, with the bag tag remaining on the item for evidence. If you notice damage after leaving the airport, it is key to record it immediately. Southwest outlines that reports for damaged or lost baggage must be made to the airline's Baggage Service Office within 24 hours of your last flight.