Delayed or Damaged Baggage – Domestic and International
Delayed or lost baggage, or damage to baggage and/or baggage contents, should be reported to Virgin Australia within the baggage reclaim area at the airport. Guests, who are unable to report loss or damage at the airport, should make a report in writing within the required time limits. We apologise for the inconvenience caused to you in relation to your baggage.
| Loss or Destruction to PART of an Item of Checked Baggage | Loss or Destruction to WHOLE of an Item of Checked Baggage | Damage, Loss or Destruction of Carry-on Baggage |
|---|---|---|
| Claim to be made within 3 days for domestic flights, and 7 days for international short haul and international long flights haul after the date of receipt of remainder of the item. Liability for checked baggage is limited to damage, which occurs while the baggage is in our control. | Claim must be made within 21 days for domestic flights, and 7 days for international short haul and international long haul flights from the date that the guest should have received their checked baggage. Liability for checked baggage is limited to damage, which occurs while the baggage is in our control. | Claim must be made within 3 days for domestic flights and 7 days for international short haul and international long haul flights from the date the carriage ended. Liability for carry on baggage is limited to damage that results from the carriers fault or that of its agents. |
Domestic, international short haul and international long haul definitions
Delayed Baggage
Guests who have completed a delayed baggage report will be provided with a 10 character file reference number. Note: Please keep this number as you will need it when initiating a claim or inquiring about your baggage. Guests can track the status of their delayed baggage on the WorldTracer baggage tracing system.
Note: We will notify you as soon as the baggage is located, and deliver the baggage to the address you specified when you made the report.
Lost Baggage
If lost baggage has not been located within seven days, we will commence the claims process. The search for the baggage will continue until the bag is found or the claim reaches determination. Baggage claims for mishandled, lost or damaged baggage can only be accepted in writing. This form must be printed, completed in full and returned to the applicable address indicated in Section 9 of the form.
View and print the mishandled and/or damaged baggage claim form.
Damaged Baggage
All damage to baggage needs to be reviewed and evaluated by our Baggage Services agents. Accordingly, guests are advised to report any damage to baggage to the Baggage Services office before leaving the airport. Guests who are unable to make a damaged baggage report at the airport should refer to the reporting time limits that apply. Claims for damaged baggage can also be made using the mishandled and/or damaged baggage claim form in consideration of reporting time limits.
Note: Our liability for damaged or missing baggage is limited. Further details of these limitations can be found in our Terms and Conditions of Carriage.
Checked Baggage
Baggage may show evidence of wear and tear after a flight. We do not accept liability for damage such as:
- Scratches, dents or minor cuts
- Damage to or loss of straps, hooks or belts
- Broken wheels or feet
- Damage to retractable or fixed luggage handles
- Damage resulting from over packing
- Loss or damage to items listed in clause 18.5 of our Terms and Conditions of Carriage
Unchecked Baggage
For lost unchecked item, please contact your nearest Baggage Services office.
Contact Us
Any inquiries relating to delayed, lost or damaged baggage should be directed to your nearest Baggage Services office.
Completed claim forms can be completed and emailed to: baggageclaims@virginaustralia.com
| Or Returned by Post to: | US Residents - Send Completed Forms to: |
|---|---|
Guest Relations | Virgin Australia International Baggage Claims |
