The unthinkable happened on our recent flight to Thailand – my double stroller was broken and in a state where it couldn’t be used! We delivered it safely to the gate for our flight but on arrival the chassis had been snapped. Unfortunately it happened on the way to our destination so I was without a stroller for the entire trip. I never intended to use the stroller in Thailand as the environment isn’t really suited to it, but we desperately needed it once we hit Singapore. Managing a 1 year old and 2 year old and trying to see and do lots of things in Singapore without a stroller is next to impossible for us - a BIG thank you to my friend Kathryn for loaning us two prams while we were in Singapore. You helped to make our trip 100% easier and more enjoyable!
So what can you do if your stroller or pram is broken on a flight? Well here is the process that we went through to try and get compensation for our broken stroller.
- We immediately notified the airport and airline when we discovered the break in the pram. We didn’t realise until we arrived at our resort that it had been broken as we’d placed the stroller (closed) on a trolley with all our luggage. A future tip, always open up or reassemble your pram at the baggage carousel and check it carefully as it is easier to demonstrate that the damage occurred during the flight.
- After speaking with our airline we then submitted an email to their claims department with all the details of the break including a photo and luggage ticket. We subsequently had to visit the airport to fill in a damage report and were then advised that the outcome would take a few weeks.
- A couple of weeks later the airline acknowledged our claim but wanted further information: they required a copy of the purchase receipt or certificate of purchase. We of course didn’t have the original receipt so had to visit the store we bought the stroller from to get a certificate of purchase which included information such as the brand/size/model/serial number, value of the stroller and date of purchase. Lucky for us the store was happy to help and supplied us with all the necessary information.
- We were fortunately reimbursed 80% of the cost of our stroller (the 20% deductable being on account of depreciation).
A couple of things to consider in the future if we’re travelling with our stroller and don’t want it damaged:
- Rent at the location we’re travelling to;
- Have a cheapie stroller dedicated for travel;
- When checking it at the gate ask the airline if there is room in the cabin for the stroller;
- Buy a padded bag to hold the stroller when travelling;
- Ask friends with kids at our destination if they have a spare stroller that we can borrow;
- Use alternatives, like a good sling; and
- Keep a receipt of any significant purchases handy!