We take delayed baggage seriously

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 the global baggage tracing network, WorldTracer, 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.

How to report delayed baggage to our baggage hall staff

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.

Monitor our progress in tracking down your bag

The easiest way to trace the progress and status of your bag is to use WorldTracer

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.claims@fly.virgin.com however please be aware that due to unprecedented demand our reply may be delayed.

 

What happens when we've found your baggage?

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.

What happens if we can't find your baggage?

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.

Buy essential items when your baggage is delayed

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.