行李出现延迟或丢失或者行李和/或行李内的物品出现损坏，应在机场的行李提取处向维珍澳大利亚航空申报。 Guests, who are unable to report loss or damage at the airport, should make a report in writing within the required time limits as set out below. We apologise for the inconvenience caused to you in relation to your baggage.
Guests who have completed a delayed baggage report will be provided with a 10-character file reference number. Please keep this number on file, as you will need it when initiating a claim, or enquiring about your baggage. If your checked baggage is delayed beyond the day of travel, the Baggage Contact Centre will contact you for further information about your checked baggage. This information will assist in searching for your checked baggage.
The Baggage Contact Centre will continue to contact you daily until the checked baggage has been located. If your checked baggage cannot be located within 7 days, the claims process will commence (see Lost Baggage).
Guests can also track the status of their delayed baggage on the WorldTracer baggage tracing system.
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.
For assistance with delayed or missing checked baggage, contact the Baggage Contact Centre:
If lost checked baggage has not been located within seven days, we will commence the claims process. The search for the checked baggage will continue until the bag is found, or the claim reaches determination. Baggage claims for delayed, lost or damaged checked 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.
For items left on board the aircraft or at the boarding gate, please contact your nearest Virgin Australia Baggage Services office.
For items left behind in other areas of the airport, please contact the relevant Airport Lost Property office.
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 as set out below. Claims for damaged baggage can also be made using the Baggage Claim Form (Word Document, 693KB) in consideration of reporting time limits.
Our liability for damaged or missing baggage is limited. Further details of these limitations can be found in our Terms and Conditions of Carriage. These are in addition to our liability under the Australian Consumer Law. The table below sets out the type of damage for which we are not liable.
Checked Baggage – Domestic and International (excluding US flights)
Checked Baggage - US flights
Scratches, dents or minor cuts
Damage to or loss of straps, hooks or belts
Broken wheels or feet
Zips or locks
Damage to retractable or fixed luggage handles
Damage resulting from over packing
Loss of damage to items listed in clauses 19.4 and 19.7 for domestic flights and clauses 19.5 and 19.7 for international flights of our 承运条件, except as required by law.
Fair wear and tear including scratches, dents or minor cuts
Damage resulting from over packing
Loss or damage to items listed in clauses 19.5 and 19.7 of our 承运条件, except as required by and subject to the limitations of the Montreal Convention.
Please see below for the guidelines for submitting claims to lost or damaged baggage.
Loss or destruction to part of an item of checked baggage
Claim should be made within three (3) days after the date of receipt of remainder of the item
Loss or destruction to whole of an item of checked baggage
Claim should be made within twenty one (21) days from the date you should have received the checked baggage from us
Damage, loss or destruction of carry-on baggage
Claim should be made within seven (7) days from the date the carriage ended
Damage to or loss or destruction of checked baggage (or part thereof)
Claim should be made within seven (7) days of when you should have received the checked baggage from us
Delay of checked baggage
Claim should be made within twenty one (21) days of when you received the Checked Baggage from us