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Making a
baggage claim

In the unlikely event of your luggage being lost or badly damaged when flying with Virgin Atlantic, here's some information on making a claim.

Here’s how the process works:

  • If your checked baggage doesn’t arrive in the baggage hall or if it is significantly damaged while in our care it is essential that you report this to our baggage services agents at the airport and obtain 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.
  • Contact your travel insurers and ask them for a claim form. They will probably need to see a copy of the Property Irregularity Report (PIR), if they need any other documentation from us just send us an e mail to baggage.services@fly.virgin.com
  • If you don’t have travel insurance in place our Central Baggage Claims Department can process irretrievably lost, or badly damaged luggage claims. As with all other international carriers, our liability regarding lost and/or damaged baggage is strictly limited so you should explore your travel insurance options first.
  • If your bag has been significantly damaged while in our care 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. In the event they are unable to resolve the matter we can accept baggage claims in writing only. The easiest way to do this is to fill out the printable version of the appropriate  Baggage Claim Form.

When you can make a claim

There are very strict time limits for making claims relating to delayed, lost and badly damaged baggage. Please note that we will not accept any claims submitted outside of the time limits. On its own reporting the incident to our staff in the baggage hall or elsewhere does not constitute notification of a claim.

If you wish to make a claim for significant damage to checked baggage and/or contents, you must notify us in writing (using our damaged baggage claim form below is the easiest way to do this) within 7 days of receipt of the baggage at the latest.

If you wish to make a claim for irretrievably lost checked baggage you must wait 21 days after the Property Irregularity Report (PIR) has been created by our ground staff in the baggage hall and then send us a completed ‘ Baggage Claim Form for irretrievably lost baggage’ .

If you wish to make a claim for a delay to checked baggage, including the reimbursement of emergency essentials, you must notify us in writing within 21 days of the date the baggage was returned to you.

There are very strict time limits for making claims relating to delayed, lost and badly damaged baggage. Please note that we will not accept any claims submitted outside of the time limits. On its own reporting the incident to our staff in the baggage hall or elsewhere does not constitute notification of a claim.

How you can make a claim

The appropriate 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.

To view our claim form online, you’ll need Adobe Acrobat Reader installed on your computer. If you don’t have Adobe Acrobat Reader, you can download a free copy.

Having trouble downloading the form? Get in touch with us at baggage.services@fly.virgin.com and we’ll send a form to you directly.

Find out about claiming reimbursement for emergency items purchased while your baggage was delayed.


Where to send your completed form

UK residents and non-US residents should send completed claim forms to our UK address below, with any supporting paperwork (receipts, proof of purchase or repair estimates).

If you’re a resident of the United States, may return completed claim forms and supporting documentation to our US address, from where it will be forwarded to the Central Baggage Claims Department in the UK.

UK residents (and non – US residents):

Virgin Atlantic Baggage Claims

PO Box 188

Dunstable

LU6 9BL

 

Fax: 0844 209 7301

US residents only:

Virgin Atlantic Baggage Claims

Baggage Claims

PO Box 569

Canton, MA 02021

 

Fax: 866 343 1912

Extra information on baggage claims

You wouldn't go on holiday and leave your house or car unlocked so don’t do it to your checked in baggage.

Our liability regarding lost and/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.

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.

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 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.