IMPORTANT INFORMATION

Incorrect Reports of Incident on VA 41

Planning

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.

Making a Claim

Loss or Destruction to Part of an Item of Checked Baggage

Claim to be made within 3 days for domestic flights, and 7 days for international short haul and international long haul flights 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.

Loss or Destruction to Whole of an Item of Checked Baggage

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.

Damage, Loss or Destruction of Carry-on Baggage

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.

View and print the mishandled and/or damaged baggage claim form.

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: virginaustraliacustomercare@virginaustralia.com

You can also return your completed claim form to:

Guest Relations
PO Box 1034
Spring Hill QLD 4004
Australia
Fax: +61 7 32955642

US Residents

US residents can send their completed claim form to:

Virgin Australia International Baggage Claims
380 World Way
Box N-39
Los Angeles, CA 00045 USA
Fax: +1 310-602-6320
Email: vabags@hallmark-aviation.com