1. Virgin Atlantic help centre
  2. Baggage
  3. Buy essential items when your baggage is delayed

This page tells you how to claim reimbursement for essential items like toiletries if you need to buy them while your baggage is delayed. You can claim for certain essential items if you're away from home.

If your check in baggage has been delayed while you're away, we understand you may need to buy essential items such as cosmetics, toiletries and basic clothing to keep you going until we can return your baggage to you.

It's essential you tell our baggage services agents that your bag has not arrived, while you're still at the airport. They will ask you to complete a missing bag report AHL, which you must do straight away. The AHL will contain a unique reference number which you should retain.

Make sure you keep the receipts for any essential items you buy while you're waiting for your baggage.

To claim reimbursement for these items, please email baggage.claims@fly.virgin.com with the following information:

  • Copies of the receipts for your purchased items
  • The missing bag report AHL number given by the airport when you report your delayed baggage
  • Your flight details
  • Your full name and address

If your bag turns out to be irretrievably lost, we’ll deduct any sum paid for essential items from the final settlement costs.

Alternatively, you can send details in writing to our postal address. For UK and non-US residents, please post your claim by post to our UK address:

Baggage Claims
Virgin Atlantic
The VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF
UK

For US residents, please post your claim to our US address:

Virgin Atlantic Airways
The Wing
Dept ZZ4 – 4th Floor
1030 Delta Boulevard
Atlanta GA  30354

This must be sent to us within 21 days of your bag being returned to you.

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