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Claim for lost or damaged baggage

How to claim compensation if we lose or damage your baggage.

This page tells you how to make a claim for compensation if we lose or damage your check in baggage while it's in our care.

Visit this page instead if you want to make a claim for buying essential items while your baggage is delayed.

In the unlikely event that your baggage doesn’t arrive in the baggage hall, or if it is significantly damaged while it's in our care, you can claim compensation.

It's essential you tell our baggage services agents at the airport. They will give you a Property Irregularity Report (PIR). If our staff are not by the baggage belt you’ll find them at a service desk within the baggage hall area.

As with all other international carriers, our liability regarding lost baggage is strictly limited, so you should explore your travel insurance options first. Contact your insurers and ask them for a claim form. They will probably need to see a copy of the PIR. If they need any other documentation from us you can request it in an email to baggage.services@fly.virgin.com.

Reporting the incident to our staff in the baggage hall or elsewhere does not alone constitute notification of a claim. You must also notify us in writing, using the lost or damaged baggage claim forms below.

 

On this page you'll find out:

How to claim if your baggage has arrived damaged

How to claim if your baggage hasn't arrived at all

Where to send your completed form

Our liability regarding lost or damaged baggage

How to claim if your baggage has arrived damaged

Our ground staff in the baggage hall will assess the damage and in some airports try to settle your claim immediately by arranging a replacement bag (if your bag is no longer useable) or repair.

If you wish to make a claim with us for damaged baggage, you must notify us in writing, using our damaged baggage claim form below, within seven days of getting the baggage back.

Note: We are unable to accept claims for cosmetic or minor damage to baggage, for example scuff marks, ripped labels and dents that do not affect the structure of the bag. This is general wear and tear that occurs during the normal handling of bags at each airport , or even inside the containers during the flight.

This form should be printed out, completed in full and returned (or scanned and emailed) to our Central Baggage Claims Department in the UK or in the US.

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How to claim if your baggage hasn't arrived at all

If your baggage does not appear on the baggage belt, we will do our best to track it down and return it to you as quickly as possible. Find out more about this process on our delayed baggage page.

It rarely happens but if we haven't been able to locate your baggage after 21 days, we will declare it ‘irretrievably lost’ and you can make a claim.

To make a claim for irretrievably lost checked baggage you should send us a completed claim using the form below.

This form should be printed out, completed in full and returned (or scanned and emailed) to our Central Baggage Claims Department in the UK or in the US.

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Where to send your completed form

Our liability regarding lost or damaged baggage

Our liability regarding lost or damaged baggage is strictly limited in accordance with the Montreal Convention. Please take a look at our Conditions of Carriage for more information. Due to these limits of liability, we strongly recommend that passengers take out their own insurance.

All baggage claims must be substantiated by documented proof of purchase, including the date and purchase price. Depreciation will be deducted at our discretion.

We regret that we cannot accept liability for damage and/or loss of articles contained in baggage deemed to be over packed, unsuitably packed and/or protected, already damaged and/or those not suitable as checked baggage, for example carrier bags or paper boxes.

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Other useful links

How we can help when your baggage is delayed.

See our detailed baggage Conditions of Carriage.

Read more about baggage security screening in the US.