IMPORTANT INFORMATION

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Delayed or Damaged Baggage

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. 

Delayed 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.

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.

For assistance with delayed or missing checked baggage, contact the Baggage Contact Centre:

Calling from Phone Number 
Australia (Toll Free) 1300 170 911
New Zealand (Toll Free) 0800 443 744
USA (Toll Free) 866 810 7162
All other Countries (International Tolls apply) +61 7 3295 2257


View and print the mishandled and/or damaged baggage claim form (Word Document Download).

Lost Baggage

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.

To view and/or print the mishandled and/or damaged baggage claim form (Word Document Download).

Lost Property

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.

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 (Word Document Download) 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 – 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 clause 19.5 of our Terms and Conditions of Carriage, 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 clause 19.5 of our Terms and Conditions of Carriage, except as required by and subject to the limitations of the Montreal Convention.

 

 

Making a Claim

Please see below for the guidelines for submitting claims to lost or damaged baggage. 

Domestic Travel

Loss or destruction to part of an item of checked baggage Claim to 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 must 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 must be made within seven (7) days from the date the carriage ended
International Travel
Damage to or loss or destruction of checked baggage (or part thereof) Claim must be made within seven (7) days of when you should have received the checked baggage from us
Delay of checked baggage Claim must be made within twenty one (21) days of when you received the Checked Baggage from us

Submitting a Mishandled Baggage Claim

Completed claim forms, proof of purchase receipts and other required documentation can be sent to:

Email Post
baggage.claims@virginaustralia.com
 
Non-U.S Residents U.S. Residents
Virgin Australia Baggage Claims
P.O. Box 1034
Spring Hill Qld Australia 4004
Fax: +61 7 3295 5642
Virgin Australia Baggage Claims
5757 W Century Blvd Ste 865
Los Angeles, CA 90045 USA
Fax: +1 310-602-6320

Contact Us

Any enquiries relating to delayed, lost or damaged baggage, contact the Baggage Contact Centre: 

Calling from Phone Number 
Australia (Toll Free) 1300 170 911
New Zealand (Toll Free) 0800 443 744
USA (Toll Free) 866 810 7162
All other Countries (International Tolls apply) +61 7 3295 2257


For items left on baord the aircraft or at the boarding gate, please contact your nearest Virgin Australia Baggage Services office.