This page tells you what to do if your baggage doesn't arrive on the baggage belt, and how to begin the process of tracing it as we locate it and get it back to you.
If you need to make a claim for buying essential items in the meantime, visit the Buy essential items when your baggage is delayed page. Or if we can't locate your baggage visit the Make a claim for baggage that is permanently lost page.
We have baggage services staff at every airport we fly into. If our staff are not present by the baggage belt, you’ll find them at a service desk within the baggage hall area.
We belong to a global baggage tracing network, linking us to the baggage offices of more than 2,200 airports. This helps us locate your baggage and get it back to you as quickly as possible.
Before you leave the airport, it is essential that you speak to the staff in the baggage reclaim hall, where you will need to fill out a missing bag report AHL. They will ask you to give a very accurate description of your bag including any distinguishing features such as size, colour, labels, stickers or decorations, material, and even scratch marks. Our staff will give you a 10-character reference number.
Once the report is filed with us, we will take all reasonable measures to locate your property and minimise the inconvenience caused.
It’s always worth having a picture of your luggage on your phone, just in case.
The easiest way to trace the progress and status of your bag is to use this link
Simply enter the 10-digit reference number we gave you when you completed your missing bag report AHL.
Alternatively, you can email us at baggage.tracing@fly.virgin.com however please be aware that due to unprecedented demand our reply may be delayed.
As soon as we locate your baggage, we’ll arrange for it to be delivered to you.
Most delayed bags travel on our next flight. Once your bag arrives at its final destination, in most destinations, we will return it within 24 hours of its arrival, at no cost to you.
We are unable to deliver delayed baggage to addresses within the state of Lagos due to customs regulations, so unfortunately you will need to collect it from the airport yourself. If you live outside of Lagos State, it can and will be delivered.
If we’re unable to locate your bag within 21 days of your reporting its delay to our airport staff, we will declare it ‘irretrievably lost’. We are very sorry if this has happened to you.
If you don't have travel insurance and you need to make a claim, take a look at our making a baggage claim page.
If you are not a resident of the country you have arrived in, we will promise to reimburse you for the reasonable receipted costs you incur when buying essential overnight items such as toiletries, nightwear etc.
Find out more about making a claim on the Buy essential items when baggage is delayed page.
