From the first contact with AWAY until the day the replacement was received we had outstanding service. Some may have been AI ( difficult to tell) sent pics, determined replacement approved, col... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I when I first purchased my AWAY luggage and weekender bag I thought it was expensive but have heard such good things about it. I was upset when the strap broke on my weekender bag but was really impr... See more
I had my suitcase for over 5 years until an issue arose, which the wheels were worn and one broke, while traveling, which caused the other wheels to also start to break and disintegrate as they are... See more
I have a few Away pieces, and any issue I’ve had has been resolved with promptness. I have a Medium Aluminum suitcase that had a compression side anchor point break or come apart. Hard to tell since i... See more
Company details
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
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Excellent customer service!!!!!!!!!!!!
This is exactly why I bought this suitcase! Excellent customer service. A new bag was sent after ours was damaged. Couldn’t ask for a better experience. I will continue to buy from Away!
July 3, 2026
Claim process was extremely easy and…
Claim process was extremely easy and quickly processed.
I’m very pleased and impressed with how Away handled my claim. Thankful that I chose this company when purchasing my luggage.
July 17, 2026
Fantastic customer service and support
Fantastic customer service and support. Resolves my issue immediately and without hassle. This is what customer service should look like.
July 17, 2026
They were quick to resolve the issue…
They were quick to resolve the issue and their warranty was upheld.
July 17, 2026
Unprompted review
Quickly resolved claim and stood behind…
Quickly resolved claim and stood behind product with no hassle
July 24, 2026
Response to my warranty repair claim…
Response to my warranty repair claim was fast and responsive.
July 22, 2026
Away is so easy to work with
Away is so easy to work with. I needed a repair, sent photos, and received the repair within a couple of days. Great service - great product!!
July 16, 2026
My away bag had a tear in it
My away bag had a tear in it. The operator on the phone was so helpful and even found a receipt that was at least 7 years old. They sent me a new bag per the guarantee.
Thank you
July 18, 2026
Customer service is beyond fantastic
Customer service is beyond fantastic. Away stands by their products and are so easy to deal with!
July 15, 2026
You helped immediately and it was…
You helped immediately and it was effortless! Thank you for everything!
July 22, 2026
May use AI-assist with repliesRead more
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Would not recommend
I recently purchased the bigger carry on flex suitcase. The first time I used it, I used an alcohol based hand sanitizer to clean my hands during travel. When I grabbed the handle of my suitcase, it eroded immediately. I have used many different suitcases in my lifetime and this has never happened before. With this product being so costly, it is a disappointment the material would not be able to withstand chemicals that are safe for your hands.
July 1, 2026
Unprompted review
Reply from Away
Our team is also in the habit of using hand sanitizer while traveling, it's a staple in our Away backpacks. We wouldn't expect the handle to erode from that but for handles that do wear down over time, we've got kits so you can swap in a new one. We'd love to learn more about your specific situation, so if you can share a few more details with us at help@awaytravel.com, let's definitely get you a fresh handle!
Love that Away stands behind their…
Love that Away stands behind their warranty, I just wish they were able to replace the bag with a like for like product; we had a limited edition (which I understand wasn't available) however they should be able to replace the bag with the monogrammed initials we had on the original bag. Even when we offered to pay for the new bag to be monogrammed they said they couldn't add the monogram to a warranty replacement. Still love the bag & the warranty, just left with a bag that was valued $50 less than the bag we originally purchased, without the mongram.
July 21, 2026
I had a warranty claim and Away handled…
I had a warranty claim and Away handled the issue quickly and efficiently. Im very happy with the claim experience and my replacement.
July 21, 2026
Warranty came thru, rolling smoothly 8 yrs later!
Bought my pink carry on about 8years ago. On my recent trip the wheels and handles broke. I had little hope that Away warranty would guarantee come thru. IT DID!! Blow my mind that a company would really follow thru so smoothly and send new wheels and handles right away. No problem, no stress, great customer service. So happy I bought this luggage.
July 17, 2026
The inside zipper on my bag broke
The inside zipper on my bag broke, and Away said it was easier for them just to send me a new bag, which they did immediately!
July 21, 2026
Quick response to my issue and new…
Quick response to my issue and new suitcase already arrived. We love AWAY!
July 21, 2026
I needed a replacement compression…
I needed a replacement compression sleeve for my suitcase. Kat was extremely helpful and I received sleeve in lightning speed. Thank you!
July 21, 2026
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