How to claim if your baggage has arrived damaged or has missing items
Our ground staff in the baggage hall will assess the damage and, in some airports, try to settle your claim immediately by arranging a replacement bag (if your bag is no longer useable) or by referring you to our repair company.
If you wish to make a claim with us for damaged baggage and missing items, you must complete our Damaged Baggage form & attach PDF - Damaged baggage or missing contents within seven days of the baggage being placed at your disposal.
If you wish to make a claim with us for damaged baggage, you must complete this form to ensure payment can be claimed.
We do everything we can to take care of your baggage when it is in our care but unfortunately, cosmetic, or minor damage can occur. We are unable to accept claims for this kind of damage which includes scuffs or dents that do not affect the structure of the bag.
If you prefer to send by post
Please Complete our Baggage Claim Form for damaged bags and/or contents and send to the below address, ensuring a copy of any receipts are sent as we will not be able to send back original copies.
UK Postal address US Postal address
Virgin Atlantic Virgin Atlantic
Customer Care Customer Care
The VHQ 5787 Vineland Road
Fleming Way Suite 204, Orlando
Crawley Florida, 32819