Need a hand finding your lost items? From left luggage to forgotten teddies, we’ll do our absolute best to reunite you with them again.

A group of children boarding a Virgin Train with their backpack on hand

What we'll need to know

We want to get your items back to you as quickly as possible, so have a quick read of all these questions before you contact us and have your answers ready to go:

  • Where you were travelling (to and from)
  • The date and time you travelled
  • A detailed description of your item
  • Your contact details and address

If you realise you’ve lost an item...

A group of children boarding a Virgin Train with their backpack on hand

... and you're still on the train

Don’t panic. First, find a member of our team as soon as possible and let them know what you’ve lost. Every train has a Train Manager and there should be a customer service assistant in coach C. If they’re not there, it’s best to head to First Class. One of our onboard crew will then contact the potential stations or trains it could have been lost at and check whether it’s been registered on our lost property database.

A group of children boarding a Virgin Train with their backpack on hand

... and you're still at the station

Our station team can be found at an Information Point or at a ticket office. They can help reunite you with your lost item by calling other stations, a train manager or checking if it’s been registered on our lost property database. Fingers crossed your item will be safely stored in one of our lost property offices.

A group of children boarding a Virgin Train with their backpack on hand

... and you've left the station

Did your train terminate at any of these stations?


London Euston, Birmingham New Street, Liverpool Lime Street, Manchester Piccadilly, Glasgow Central or Edinburgh Waverley


If so, Network Rail manage these stations and have a company that look after luggage on their behalf. They’ll keep it at their Left Luggage/Excess Baggage office and charge a small handling fee for keeping it safe and sound. To report lost property at any of the above stations, please use the online form or call 03300240215

A group of children boarding a Virgin Train with their backpack on hand

... and your train didn’t terminate at one of those stations

Depending on how long it’s been since you last saw the item, it could still be at one of our stations or at our lost property depot. Sometimes it can take a few weeks for items to be found, but please call the number below to discover the most likely destination of your lost item.


Call: 03331 031 031

Top questions

1. I’m still on the train or at the station and I’ve lost my item. What do I do?

Speak to a member of the Virgin Trains team, either onboard or at the station. They will then be able to help you find your item and get it back to you as soon as possible.

2. Where does my lost item go if I left it on a train?

We’ll transfer any lost property to the station the train terminated at. However, if another customer finds it first, there may be a chance that they handed it into a different station.

3. What if my item was left with a different train company?

You’ll need to contact the train operator who was running your service. You can see a list of them and their contact details here.

4. If nothing was found when I first checked, how long should I leave it before contacting you again?

If your lost property is found, we’ll always make as much effort as possible to reunite the item with you based on the information you’ve given us. If you haven’t heard anything after 5 to 7 working days, you can give us a call for an update on 03331 031 031. Anything that has been lost for over 4 weeks will be stored at a central location for 3 months.

5. Is there a charge to courier my lost property?

If your item is found and you want it to be couriered to a specific location, then we will charge a fee depending on the item.

6. Is there a charge to recover lost items?

If you lost an item on a train that terminated on one of the following stations:

  • London Euston
  • Birmingham New Street
  • Manchester Piccadilly
  • Edinburgh Waverley
  • Liverpool Lime Street
  • Glasgow Central

Network Rail will keep it at their luggage office and charge a fee for keeping it safe.