Delayed 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, including a completed baggage claim form, within the required time limits as set out below.
These time limits can be short, so please submit your report as soon as possible.
Reporting time limits
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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.
How to make a delayed baggage claim
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.
- If your baggage is collected by another passenger without your permission, we’re not liable for any damage or associated costs, unless the damage was caused by Virgin Australia.
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 baggage 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.
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
- Damage to baggage or its contents that results from normal exposure to weather during handling and transport
- 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.
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.
To assst us in the search process, please provide:
- A detailed description of the item
- Flight number
- Seat number
- Any other relevant information.
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.
Important information for lost property
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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 (unless these items are perishable or hazardous).
- 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.
Mishandled baggage FAQs
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My bag didn’t arrive at the airport. What should I do?
- Report it immediately at the baggage services desk in the arrivals hall before leaving the airport.
- You’ll be given a Property Irregularity Report (PIR) and reference number to track your bag.
- For guests coming from an International flight and connecting into a domestic service within Australia, you must report your mishandled bag at Baggage Services prior to clearing customs.
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How long does it usually take to return delayed baggage?
Most delayed bags are returned within 24–48 hours. If it takes longer, Virgin Australia’s baggage team will keep you updated daily.
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What if my bag is still missing after 7 days?
If your bag hasn’t been located after 7 days, you’ll need to complete a Baggage Claim Form so Virgin Australia can begin assessing your bag through the Lost Baggage process.
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Will I be reimbursed for expenses while waiting for my bag?
Yes. If your checked baggage is delayed overnight and you are away from your home port, you may be eligible for reimbursement of reasonable essential expenses (like toiletries and clothing).
- Keep all receipts.
- Reasonable expenses may include costs for items such as toiletries, clothing, infant items and other amenities.
- We estimate this could be up to $50 per person per day, but we will assess all claims.
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What should I do if my baggage is damaged?
Report the damage at the airport before leaving, or submit a Baggage Claim Form online within the required timeframe:
- Domestic flights (part of an item): within 3 days
- Domestic flights (whole of an item): within 21 days
- International flights: within 7 days
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What types of damage are not covered?
Normal wear and tear (such as scratches, dents, scuffs, or broken zips/wheels from overpacking) are not covered.
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I left something on the plane. Is that treated as mishandled baggage?
No. Items left onboard, or in lounges, are considered lost property. You can report lost items through Virgin Australia’s Baggage Call Centre.
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What documents do I need for a baggage claim?
You’ll usually need:
- Your boarding pass or e-ticket
- Baggage tags issued at check-in
- Your Property Irregularity Report (PIR) which you get when you report damaged, delayed or lost baggage at the airport
- Any receipts for expenses or proof of item value.
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How can I contact Virgin Australia about my baggage?
You can contact the Baggage Contact Centre via toll-free numbers in Australia, New Zealand, and the USA, or by international phone.
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