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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
My AWAY suitcase
My AWAY suitcase is used a lot, 2 wheels (the rubber dry rotted off) were bad and they replaced them very timely. Great product, great company
July 14, 2026
Extremely reliable customer service and…
Extremely reliable customer service and superb customer experience.
July 21, 2026
Your CustomerService is truly elite and…
Your CustomerService is truly elite and it is what keeps me coming back and re-purchasing away luggage a year after year.
July 21, 2026
Love the Away and their warranty
I have purchased quite a few Away pieces. My large case, which has traveled around the world with me, had some wear and tear that would turn into a major problem if it wasn’t fixed. The back seam was starting to unravel and there was a small crack in the shell. I emailed the warranty department with details and a new one was shipped immediately. They stand by their warranty.
July 21, 2026
Very satisfactory and prompt handling…
Very satisfactory and prompt handling of complaint..still disappointed it was necessary to file!
July 21, 2026
Great customer service
Great customer service .
I was super frustrated and not in a good mood. They were very patient and solved the issue .
July 21, 2026
Always a free easy fix
I have had my Away suitcase for well over 10 years and although there have been parts broken, they’ve been promptly shipped to me for free to fix them and the fixes have always been easy. I continue to be very satisfied.
July 17, 2026
Large Luggage Replacement
I appreciate that my large luggage was replaced. But I would have preferred to have my old piece repaired, considering the color of my original is no longer available, and my carry on doesn't match.
July 14, 2026
Impressed but the response to my zipper…
Impressed but the response to my zipper issue. Didn’t expect a replacement suitcase. Very pleased.
July 19, 2026
quick customer service response
July 18, 2026
Pricey but Customer Service and Product top notch…
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 impressed with the customer service. I provided picture and it was replaced without question. Service like that keeps customers coming back and the product is worth the price!
July 17, 2026
The airlines broke the handle on my…
The airlines broke the handle on my Away carry on hard shell so after taking it into the store, they suggested I order a new handle free of charge and they subsequently installed it for me. Thanks for being so responsive!
July 17, 2026
Contacted Away for a warranty issue
Contacted Away for a warranty issue, they sent me replacement parts without any delay.
Excellent customer service!
July 20, 2026
Super Fast and Amazing Customer Service!
I received a swift response and got a replacement suitcase in three days!
July 17, 2026
Customer service was quick and…
Customer service was quick and satisfactory. Much appreciated.
July 17, 2026
Outstanding customer care
Outstanding customer care! Easy and efficient to manage my claim.
July 20, 2026
Efficient and effective
July 17, 2026
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.