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.
| 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 destruction of checked baggage (or part thereof). | Claim must be made within seven (7) days from the date you receive the checked baggage from us. |
|---|---|
| Loss of checked baggage. | Claim must be made within twenty-one (21) days from the date you should have received the checked baggage from us. |
| Delay of checked baggage. |
Claim must be made within twenty-one (21) days from the date you receive the checked baggage from us. |
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.
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.
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.
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.
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.
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.
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.
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.
Most delayed bags are returned within 24–48 hours. If it takes longer, Virgin Australia’s baggage team will keep you updated daily.
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.
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).
Report the damage at the airport before leaving, or submit a Baggage Claim Form online within the required timeframe:
Normal wear and tear (such as scratches, dents, scuffs, or broken zips/wheels from overpacking) are not covered.
No. Items left onboard, or in lounges, are considered lost property. You can report lost items through Virgin Australia’s Baggage Call Centre.
You’ll usually need:
You can contact the Baggage Contact Centre via toll-free numbers in Australia, New Zealand, and the USA, or by international phone.
| 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 |