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Delayed baggage

We're here to help

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 take delayed baggage seriously:

  • We have baggage services staff at every airport we fly into. If they’re not by the baggage belt, you’ll find them at a service desk within the baggage hall area.
  • Our Central Baggage Tracing and Claims departments are situated in the UK.
  • We belong to the global baggage tracing network, WorldTracer – linking us to the baggage offices of more than 2,200 airport locations.

 

When reporting delayed baggage to our baggage hall staff:

  • Be sure to give us an accurate description of your bag – any distinguishing features you can think of will help us to locate it more easily. It’s always worth having a picture of your luggage on your phone, just in case.
  • You’ll be able to monitor the progress of the tracing procedure in relation to your bag. Get in touch with our baggage services staff at the airport where you reported your delayed bag, or our central baggage tracing department in the UK. Alternatively you can login to our baggage tracing page to check online (you’ll need the 10-character reference number we give you when you report the delay).
  • Contact numbers for our baggage services are listed by airport.

Baggage tracing contact numbers

London Heathrow Tel: 0344 209 7304
London Gatwick Tel: 0344 209 7304
Manchester Tel: 0344 209 7304
USA Tel: 1800 880 6253
Hong Kong Tel: 852 221 61025
Shanghai Tel: 008621 6835 5680
Johannesburg Tel: 002711 929 6000
Delhi Tel: 009111 4963 9013
St. Lucia Tel: (758) 454 8186
Barbados Tel: (246) 420 1956

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Send your claim to our UK address:

(Unless you’re a US resident)

Baggage Claims
The VHQ
Fleming Way
Crawley
West Sussex
RH10 9DF

Fax: 0844 209 7301

For US residents, send your claim to:

Virgin Atlantic - Baggage Claims 
PO Box 569
Canton
MA 02021.

Fax: 866 343 1912

Prefer to email?

You can also email and attach scanned images of all your purchase receipts.

Email: baggage.services@fly.virgin.com

Once we’ve found your baggage

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 can't find your baggage

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.
 

Buying essential items when your baggage is delayed

More information on buying essential items when baggage is delayed.