It’s never pleasant to find out your bags are delayed or lost, and the last thing we want is for your trip to be spoiled because of it.
If your baggage does not appear on the baggage belt, please make sure you speak with baggage hall staff and make a report (known as a PIR - Property Irregularity Report ) there and then. We can’t begin to look for your bag and neither can we accept responsibility for delayed luggage unless you report it before leaving the airport.
We understand you may need to buy some essential items such as cosmetics, toiletries and basic clothing to keep you going until we can find your baggage.
As long as you let our staff in the baggage hall know your bag has not arrived and they create a Property Irregularity Report, we will reimburse you for these essential purchases when you return home up to the value of $50 if you’re in the States, or the equivalent of £50 in all other destinations. To make a claim, please ensure you keep all the receipts and send them to our Baggage Claims Department.
If your bag turns out to be irretrievably lost, we’ll deduct any sum paid for essential items from the final settlement costs.
To claim reimbursement for essential items, please send us the following information within 21 days of your bag being returned to you:
We’ll do our best to attend to your claim as quickly as we can, but it can take between 21-28 days from the date we receive your claim before reimbursement.
Virgin Atlantic - Baggage Claims
PO Box 569
As soon as we locate your baggage, we’ll arrange for it to be delivered to you. Unfortunately, due to customs regulations we are unable to deliver delayed baggage to addresses in Lagos , you will need to collect it from the airport yourself.
If we’re unable to locate your bag within 21 days of you reporting its delay to our airport staff, we’re very sorry, and at this point we will declare it ‘irretrievably lost’.
If you don't have travel insurance and you need to make a claim, take a look at our making a baggage claim page.
More information on buying essential items when baggage is delayed.
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