A family arrived in Portland, Oregon, for a week-long visit with their new baby niece and discovered that the stroller they had checked for the trip was broken. Jason Piquette said in his TikTok video that Southwest Airlines had damaged the double stroller and told his wife the company was not responsible.
Piquette explained that the airline claimed it only covers loss, not damage. He stated that they were left without a stroller for their twins during a trip that already cost a large amount of money for the family. The broken frame was visible as he filmed himself on a quiet residential street.
He added that he had always thought Southwest offered some of the best customer service in the industry. In the video, he said, “I guess not, but you gotta do better.”
Creator says follow-up video gained over 1.5 million views and viewers sent money for a replacement
Piquette later posted an update video on TikTok. He said the first clip had picked up more than 1.5 million views across platforms and that he had not expected that kind of response when he hit record out of frustration.
He claimed the video spread because many people are tired of large companies refusing to take responsibility and directing customers to automated systems or call centers. Piquette explained that the stroller is used almost every day for runs and outings with the children and that the family cannot currently afford to replace it because they are struggling to cover rent.
He said he had been reading messages from other travelers who described similar problems, including broken wheelchairs. According to Piquette, incidents like this can affect families and individuals in serious ways, yet he believes Southwest, which he said is worth $25 billion, has not shown concern. Piquette’s frustration echoes how Southwest customer service left another family frustrated after they booked the airline for its low fares.
Piquette argued that public videos and the way people share and respond to them can push companies to change their policies. He clarified that he never made the original post to ask for sympathy or money and was simply upset about what happened.
Viewers then sent more than $400 through Venmo. Screenshots in the update showed individual transfers labeled for a new stroller and for the babies. He said the family will now be able to purchase a replacement once they return home and that someone had already let them borrow a stroller while they remain in Portland.
Piquette stated that the support raised his faith in people and that he wants to pay the kindness forward. He ended the video by thanking viewers and saying he would post again soon. Family trips have gone sideways with airlines in other ways too, such as when a family blacklisted over an in-flight buffet made headlines.
Southwest Airlines’ website states that it is not liable for “minor damage” to baggage on domestic flights. However, it encourages passengers to report damaged baggage to the Baggage Service Office within 24 hours. The airline does not specify what extent of damage would qualify for compensation.
In the comments, several people shared their own experiences and ideas about what the family might try next. One person pointed out that checking a damaged item as missing could be an option, since the stroller had been in good condition when it was handed over. They wrote, “So i guess if it’s broken put it back on baggage belt and file a report it’s missing. Because the one you checked with them, wasn’t broken, can’t be yours.”
Another viewer said they had gone through something similar and eventually received payment from the airline. They wrote, “They damaged mine, and they DID send me money for mine. NO WAY they’re getting away with this. I am going to find my emails, maybe, hold on.”
Others focused on different ways to contact the company. One suggested calling customer service by phone instead of only speaking with staff at the airport, writing, “Did you call their customer service on the phone versus in person at the airport. You might be able to get compensation.” A separate comment simply recommended, “Get a lawyer.” Someone else offered a more practical warning for future trips: “Don’t bring the good strollers on the plane!”
Published: Nov 10, 2026 05:30 pm