This page tells you what to do:
Before you leave the airport, you must speak to the staff in the baggage reclaim hall. You'll be given a ‘Missing Bag Report AHL’ to complete. You'll also need to give us an accurate description of your bag/s, including distinguishing features. These could include:
Our staff will give you a 10-character reference number.
When you have completed the report, our baggage tracing team will update you daily on any progress. We'll also tell you when you should expect your baggage back.
Check the status of your missing baggage and update your details on the WorldTracer customer portal. Enter your surname & the 10-digit reference number from your missing bag report AHL.
If you do wish to contact us, we're available 24/7 on our digital channels & at our email:
baggage.tracing@fly.virgin.com.
SMS (UK) +44 (0)7481 339 140
SMS (US) +1 800 880 6253
WhatsApp +44 (0)344 209 7304
As soon as we locate your baggage, we'll arrange for delivery to your destination. Most delayed bags travel on our next available flight.
Once your bag/s arrives at its final destination, we'll arrange for a courier to deliver your bag/s at no cost to you.
NOTE: We're unable to deliver to addresses in Lagos due to custom regulations, so you'll need to collect it from the airport.
We understand that whilst you’re without your baggage you might need to buy essential items.
We offer a guideline of £65/$75 per day to buy what you need. We do ask that you keep any receipts for the purchases so that they can be submitted for reimbursement. When it comes to making a claim please see the below section.
Unfortunately, there are rare instances where we cannot find a delayed bag. If this happens, we'll declare your bag irretrievably lost after 21 days of you reporting it missing. You can then make a claim for compensation.
Our liability on lost baggage is limited, so if you have travel insurance (always recommended) you’re likely to be better off making a claim through them instead. Most insurers will ask for proof you have reported the delay and/or damage with our baggage team. In most cases the 10 alpha-numeric reference we give you is normally enough.
If you don't have travel insurance and you need to make a claim, please look at the options available below. If your experience is one or more of the below scenarios, please complete the most applicable log, and attach all receipts you’re claiming for.
You may need to buy some essential items if you’re away from home. While we’re locating your missing bag/s you can claim for items such as cosmetics, toiletries, and basic clothing.
If you need to purchase essentials while you’re without your bag/s, we offer a guideline of £65/$75 per day. Once your baggage is returned, you will need to submit your receipts within 21 days. Please complete these steps:
Unfortunately, there are rare instances where we cannot find a delayed bag. We’ll declare your bag irretrievably lost after 21 days of you reporting it missing.
To make a claim for irretrievably lost baggage, please:
To send us your claims form by post, please complete Irretrievably Lost Baggage postal form and send it to either our UK or US address listed below.
We recommend that you send your claims form, copies of your receipts & any other supporting documents via recorded delivery.
| UK | US |
| Virgin Atlantic Customer Care The VHQ Fleming Way Crawley RH10 9DF UK |
Virgin Atlantic Holidays
|
Our ground staff in the baggage hall will assess the damage. In some airports, we can settle your claim immediately. This could be by arranging a replacement bag (if your bag is no longer useable) or by referring you to our repair company.
To make a claim for damaged baggage and missing items, please:
Please submit this within seven days of you collecting the baggage.
If you wish to make a claim with us for damaged baggage, please complete the relevant forms for us to review.
We do everything we can to take care of your baggage when they're in our care, but cosmetic and minor damage can happen. We're unable to accept claims for this kind of 'wear and tear' damage, which includes scuffs or dents that do not affect the structure of the bag.
Please complete our Damaged baggage or missing contents postal form and send to the below address. Ensure you include a copy of any receipts as we will not be able to send back original copies.
| UK | US |
| Virgin Atlantic Customer Care The VHQ Fleming Way Crawley RH10 9DF UK |
Virgin Atlantic Holidays
|
Our liability about lost or damaged baggage is strictly limited under the Montreal Convention. Due to these limits of liability, we strongly recommend you take out your own insurance.
You'll need to have documented proof of purchase to be able to make a baggage claim, including the date and purchase price. If it's more than 5 years old, we will take into account some depreciation of value for the item.
We cannot accept liability for damage and/or loss of articles contained in baggage if it's:
Please look at our Conditions of Carriage for more information.
