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 bag has been irretrievably lost or badly damaged contact your travel insurers and ask them for a claim form. They will probably need to see a copy of the report you made with our staff (the PIR), if they need any other documentation from us just send us an e mail to baggage.services@fly.virign.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 and/or its contents are significantly damaged while in our care, you should report the damage to our baggage services agents at the airport. If they’re not by the baggage belt, you’ll find them at a service desk within the baggage hall area. They will assess the damage and try to settle your claim immediately.
  
• In the event our staff at the airport cannot settle your claim we can accept baggage claims in writing only. The easiest way to do this is to fill out the printable version of our Baggage Claim Form.
  
• The form should be printed out, completed in full and returned to our Central Baggage Claims Department at one of the addresses listed below.

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.

Where to send your completed form

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.