in this case
- Cheryce White gate-checked her baby stroller before a Frontier Airlines flight to Seattle. When she picked it up at her destination, she discovered the plastic frame completely melted and the fabric warped, rendering the stroller unsafe to use.
- White immediately filed a damage claim for the $179 stroller. Instead of investigating the bizarre cargo hold meltdown, Frontier rejected her claim, absurdly classifying the melted plastic as “normal wear and tear.”
- Airlines often hide behind strict baggage contracts to avoid paying for damaged baby gear, leaving parents to foot the bill. Find out how White pushed back against this ridiculous denial and forced the carrier to pay for a replacement.
When Cheryce White flies from Phoenix to Seattle, she gate-checks her stroller. But when she retrieves it, the plastic frame is melted and the fabric undercarriage warped — so damaged it’s unsafe to use. She files a claim, but Frontier rejects it as “normal wear and tear.” After weeks of emails and follow-ups, she still hasn’t received a proper response. Can she get reimbursed?
Question
Frontier Airlines destroyed my child’s stroller during a flight from Phoenix to Seattle. When we picked it up, the plastic frame was melted — it was completely unsafe to use.
I filed a claim with Frontier, but they rejected it, calling the damage “normal wear and tear.” I appealed and filed a second claim as requested, but after weeks of emails and follow-ups, I haven’t received a proper response.
The stroller cost $179, and I just want the airline to cover the replacement. Can you please help? — Cheryce White, Sequim, Wash.
Answer
Wait, did you say Frontier melted your stroller? How do you melt a gate-checked stroller? I mean, the cargo hold can’t be that hot, can it? Frontier Airlines should have kept your stroller safe and delivered it to you in good condition at the end of your flight. When it failed, it should have promptly investigated your claim and made a fair offer to repair or replace the stroller, especially since the damage was obviously not just normal wear and tear.
Under U.S. Department of Transportation rules and standard airline contracts of carriage, airlines are generally responsible for damage to checked baggage — including strollers — unless they can prove the passenger failed to meet reasonable packing requirements. Some airlines don’t even accept liability for strollers, meaning you’re at the company’s mercy.
Unfortunately, I don’t think that this case shows that “being organized, polite, and firm can make a difference.” I think it shows that involving Chris Elliott can make a difference.
Read more insightful reader feedback. See all comments.
Frontier says it is not liable for a stroller unless packaged in a hard-sided case.
(It’s usually better to get a small, foldable stroller and take it on the plane as a carry-on than to surrender it to your airline at the gate.)
Still, this policy doesn’t excuse returning a melted and warped stroller without adequate compensation. The airline should have handled your claim quickly and transparently, rather than denying it without explanation and ignoring your follow-ups.
Filing a detailed claim immediately after discovering damage is essential, which you did. You also escalated appropriately by following up and appealing the denial. It’s important to keep all your correspondence and documentation, creating a clear paper trail. If the airline stalls, consider escalating to executives. I publish contact info for airline executives, including Frontier Airlines, to help consumers do just that.
If all else fails, you could file a claim in small-claims court, especially since the value here is under $200.
Fortunately, that wasn’t necessary. I contacted Frontier on your behalf. After reviewing your case, the airline agreed to reopen the claim and offered to pay for a new stroller. Your case shows that being organized, polite, and firm can make a difference — even when your stroller has a meltdown on the plane.
Airlines regularly try to escape liability for damaged baby gear by hiding behind strict baggage policies. We want to hear about your experiences traveling with strollers and dealing with damaged luggage claims.
Your voice matters
What you’re saying
Readers exposed Frontier’s hidden hard-sided case requirement buried on page 26 of the contract of carriage, debated whether “baby SUV” strollers are practical for travel, and shared their own horror stories of Frontier’s customer service stonewalling. The conversation revealed that advocacy, not politeness, gets results.
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The buried fine print
GradUT discovered that Frontier’s website has three separate sections on flying with strollers, none mentioning that strollers must be in hard-sided cases for damage liability. Only on page 26 of the downloadable contract of carriage does it say Frontier accepts liability only for strollers in hard-sided cases. Gate agents never mentioned this to passengers, making it “Reason #137” to never fly Frontier. George Schulman pointed out the absurdity: a parent would need to carry the child, diaper bag, stroller, hard-sided stroller case, and their own luggage. Tina called “normal wear and tear” for melted plastic a new low, advising people to skip claim forms and go straight to executive emails with photos.
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Baby SUVs versus compact strollers
Mark advised getting “a small, foldable stroller,” noting he sees moms struggling with “baby SUVs” on buses and subways, adding these expensive fashionable strollers are great for parks but not crowded planes. Tim shared his “stealth stroller” that weighed under 10 pounds and could be opened or folded with one hand, making it easy for one parent to handle kid, stroller, and diaper bag. Donna S noted she’s owned plenty of folding strollers and never seen one that fits overhead, expecting items to come off the plane in the same condition they were loaded. Dee Eagle suggested a business model for affordable airport baby equipment rentals, noticing the pileup of car seats and strollers at jet bridges.
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Frontier’s pattern of stonewalling
Joe X shared his nightmare when his wife needed a wheelchair in Philly but none were available, forcing her to walk despite significant hardship. After filing complaints and following up weekly for 3-4 weeks with “we’re investigating” responses, Frontier said they wouldn’t compensate because they only waited 10 minutes, then claimed they never reserved a wheelchair. After sending proof of the reservation and saying he didn’t appreciate being called a liar, they finally offered the $150 credit he originally requested. Bob Curtis bluntly stated the case doesn’t show “being organized, polite, and firm can make a difference,” but rather that “involving Chris Elliott can make a difference.” Gerri Hether suggested taking a photo at the gate of items being checked to hasten compensation.
