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, including a completed baggage claim form, within the required time limits as set out below.
We apologise for the inconvenience caused to you in relation to your baggage.
Delayed baggage
Delayed checked baggage should be reported to Virgin Australia within the baggage reclaim area at the airport. If you are unable to do so, please contact the Baggage Contact Centre for assistance.
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 checked baggage).
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.
We understand you may have to purchase basic essential items while your bag is delayed. If your bag is delayed for more than 24 hours, this Emergency Expenses Claim Form will assist you in making a claim for reasonable expenses you have incurred as a result of the baggage delay.
Lost checked 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 lost checked baggage can only be accepted in writing and in consideration of reporting time limits. To report lost checked baggage, please complete our Baggage Claim Form. The form must be printed, completed in full and returned to the applicable address indicated in Section 9 of the form.
Lost property
Guests who believe that they have left an item on board the aircraft, at the boarding gate or in a Virgin Australia Lounge should report the lost item as soon as possible through our Baggage Contact Centre.
A detailed description of the item, along with the flight number, seat number, and any other relevant information, should be provided to assist us in the search process.
For items left behind in other areas of the airport not operated by us (e.g. security checkpoints, food, and beverage courts) you will need to contact the relevant airport authority or business for assistance in those areas.
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Holding period for lost property
We will actively collect items that have been left on board one of our aircraft or in a Virgin Australia Lounge and store them in our Lost Property Department.
Lost property items will be stored for a period of 30 days.
If you contact us within the 30-day period and we confirm that we have your lost property, we will store your lost property for a further 30-day period (as from when we talked to you).
After 30 days (or the extra 30 days if we have talked to you about your lost property) any unclaimed lost property will be disposed of, donated to a registered charity, or handled in accordance with any applicable regulation.
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Collection of lost property
It is your responsibility to arrange for collection of your lost property. Virgin Australia will not be responsible for couriers, shipping, or any other form of delivery service.
To collect your lost property, you must provide a valid form of identification and a detailed description of the item(s) for verification purposes.
If you nominate someone else to collect the item(s) on your behalf, you will need to let us know in advance and they will need to provide a valid form of identification and a detailed description of the item(s) for verification purposes.
We reserve the right to keep the item(s) if we are not satisfied with the verification process.
If your item cannot be retrieved, we will provide a letter to assist you with your own personal insurance claim.
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Perishable and hazardous items
Please note that for health and safety reasons, we do not store any perishable, hazardous or unsafe items (including without limitation reuseable water bottles, food, and pillows). Any such items found will be disposed of immediately.
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Liability
While we will make every effort to locate and return lost property, however Virgin Australia is not responsible for any lost or damaged property or the condition it is returned.
Damaged baggage
All damage to baggage must be reviewed and evaluated by our Baggage Contact Centre agents. Accordingly, guests are advised to report any damage to baggage to Virgin Australia within the baggae reclaim area at the airport.
Guests who are unable to make a damaged baggage report at the airport should submit their claim for damaged baggage using the Baggage Claim Form, in consideration of reporting time limits. The form must be printed, completed in full and returned to the applicable address indicated in Section 9 of the form.
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.
Types of damage to checked baggage for which Virgin Australia is not liable:
- 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 Conditions of Carriage, except as required by law.
Making a claim
Please see below for the guidelines for submitting claims to lost or damaged baggage.
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Domestic travel
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 -
International travel
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 from the date you should have received the checked baggage from us
Contact us
For 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) |
1833 301 7565 |
| All other Countries (International Tolls apply) |
+61 7 3295 2257 |