A man who traveled with his family to Portland, Oregon, on a Southwest Airlines flight to visit relatives claimed the airline damaged his twin children’s double stroller so badly that it can’t be used safely. When he contacted the airline’s customer service to report the incident, however, he was left disappointed by the company’s response.
In a TikTok video with over two million views, Jason Piquette (@piquetwins) showed viewers the damage to the strollers, which appeared to have crooked wheels that rolled unstably when pushed. Piquette said they contacted Southwest’s customer service afterward, which allegedly told his family that the company only handles missing items and does not take responsibility for any damage to belongings during the trip.
The company’s response left Piquette’s children without a stroller for their week-long trip, which he claimed had already strained their finances. He then expressed his disappointment with the airline, initially believing that it provided excellent customer service. “I guess not. But you gotta do better,” he addressed Southwest.
Southwest says they are not liable for minor damages
According to Southwest’s help center, the company states that they are not responsible for baggage with manufacturer defects or for baggage with “minor damage,” such as from wear and tear, dents, punctures, cuts, scuffs, stains, scratches, marks, or dirt. While the company does not specify what kind of damage would qualify a passenger to receive compensation, Southwest requests that damaged baggage be reported to the airline’s Baggage Service Office within 24 hours.
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On the other hand, the Department of Transportation (DOT) states that airlines are liable for compensating up to $4,700 for damages that occurred while baggage is under the airline’s control during a domestic flight; this includes damage to wheels, handles, straps, or other parts of the baggage. However, the DOT absolves airlines of responsibility if the damage existed before the trip, if the item was improperly packed, or if it is listed as not covered in their carriage policies.
In a follow-up video, Piquette explained that his children regularly use the stroller to go on runs with him and whenever they leave the house. However, he said they can’t afford to buy a new stroller right now, which can easily cost several hundred to thousands of dollars, because he and his wife are already struggling to pay rent.
Viewers help the family
Piquette added that his frustration resonated with others who feel that large companies often shirk liability and redirect customer concerns to automated systems or ineffective customer support. “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,” he said, adding that bringing awareness to similar situations can help trigger a change in company policies.
On a positive note, Piquette shared that viewers donated over $400 to help him purchase a new stroller for his children when they return home. He also mentioned that a viewer living in the same town in Portland where he was staying offered to lend him a stroller of the same model for the rest of his trip.
“My faith in humanity is, like, at an all-time high right now. Much love to you all,” Piquette concluded.
