ArcaMax

Q: 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 still 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, Washington

A: Wait, did you say that 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 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 the United States 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 that the passenger failed to meet the reasonable packing requirements. Some airlines don't even accept liability for strollers, meaning you're at the company's mercy.

Frontier says that it is not liable for a stroller unless it is 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 the damage is essential, which you did. You also escalated the situation appropriately by following up and appealing the denial. It's important to keep all your correspondence and documentation so that there's a clear paper trail. If the airline stalls, consider escalating the situation to their executives. I publish the contact info for all airline executives, including Frontier Airlines, to help consumers do just this.

If all else fails, you could file a claim in small-claims court, especially since the value here is under $200. Fortunately, this 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.

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

(c) 2026 Christopher Elliott

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