Purchased a medium checked over 3 years ago and used it many, many times. Unfortunately the last trip the zipper pull tags for both zippers somehow came off. It was a simple process to take a picture,... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Recently I noticed a significant crack on my suitcase. I took some photos and filed a claim online. Within a day someone had contacted me to offer me a replacement and they even let me pick a new co... See more
We researched the type of luggage we wanted to invest in long before we decided on an AWAY bag… they were hands down the clear winner for us. We recently contacted them after we found a small tear in... See more
The pull to one of the zippers came off in my hand when I was unpacking after a trip. I bought the bag two years ago, so expected to have to jump through a bunch of hoops to get it repaired, but inste... See more
Company details
- #4 of 7 best companies in Luggage Store
Written by the company
Thoughtful standards for modern travel.
Contact info
503 Broadway 3rd Floor, 10012, New York, United States
- 888-428-2118
- help@awaytravel.com
- www.awaytravel.com
4.6
Excellent
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 20% of negative reviews
Typically replies within 24 hours
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My warranty return was processed very…
My warranty return was processed very quickly, in time for my next trip ,
Thanks!
Mark
August 25, 2026
Great fast service
August 25, 2026
I've bought several pieces of luggage…but never again!
I've bought several pieces of luggage from Away and love their colors. I haven't had much chance to travel with them yet, but my last two trips this year have been terrible. I purchased a new suitcase at the end of May and in one trip (despite having the special cloth cover on), it arrived damaged on both sides and Away said that's the airline's fault. So much for their lifelong warranty. I was packing another suitcase yesterday for my flight back home and the zipper tore. I had to rush to purchase a new suitcase at the closest store and barely made my flight. I've never had a zipper tear, even with bags that cost a lot less. One should be able to travel without having to worry about things like this, especially when paying so much for a piece of luggage. I will not be purchasing any more suitcases from them. That's for sure!
August 23, 2026
Unprompted review
My claim was denied because I did not…
My claim was denied because I did not have receipt, but still had tag on the luggage.
August 24, 2026
Unprompted review
Away customer service is the best
Away customer service is the best. Had a zipper issue with an away bag, they honored their lifetime warranty after 6 year and immediately shipped me a bag. Customer service was almost instantaneous ,replacement bag was shipped out by courier and arrived 2 days later . Highly recommend away for quality as well as customer service
August 25, 2026
Unprompted review
I’ve been a customer of AWAY travel for…
I’ve been a customer of AWAY travel for nearly 10 years. My bigger carryon has accompanied me on over 50 trips with countless memories to share.
I love their customer service. My bag recently started to wear down and I also had an old slot for a back up battery I no longer use. They sent me new wheels and a trolley at no charge and the installation was seamless.
August 21, 2026
Hanle
It was quick.
The way I was able to ask my question.
The way they found my order #.
The options on the form .
The time it took to respond to my question about the inquiry and the time it took to receive the part.
They kept me informed ever step of the process.
August 21, 2026
Response was prompt and customer…
Response was prompt and customer service was great!
August 21, 2026
seamless and supportive
Away provided a seamless and supportive warranty replacement process with quick delivery.
August 21, 2026
the whole lock popped out of my…
the whole lock popped out of my suitcase and I was sent another lock. It doesn't stay in!
August 21, 2026
Broken zipper on my Carry On Plus bag-…
Broken zipper on my Carry On Plus bag- sent a claim and was shipped a replacement suitcase within the week. Very happy customer!
August 24, 2026
Such a fast response to my problem
Such a fast response to my problem, new case turned up just a few days after contacting you. Always so obliging.
August 21, 2026
Replacement handle
I must say I was very disappointed that the handle broke on my suitcase that was less than 3 years old and hadn’t gone on all that many trips. But that being said, a new handle was shipped out immediately, arrived quickly, in time for the next trip, and was quite easy to install
August 24, 2026
Quick response and resolution to damage…
Quick response and resolution to damage claim.
August 20, 2026
Rhaine and the customer service team…
Rhaine and the customer service team were amazing in helping to replace my damaged bag. The online system couldn’t find my purchase initially, so they were incredible to assist, replace, and the bag arrived within a day! Couldn’t be happier
August 22, 2026
Customer service is wondeful to deal…
Customer service is wondeful to deal with. They handled my issue in record time
August 21, 2026
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