I cannot comment on the articles bought as they arrived too late for the purpose and so I sent them back immeadiately.
I had been charged for my return which surprised me, but after a couple of emails with the customer relations team, they realised their mistake and I was reimbursed immeadiately. Thanks to them for a frank and polite exchange.

I don’t write reviews often, but Airback absolutely deserves this.

The customer service alone sets them apart. They were responsive, accommodating, and actually listened — not canned replies, no runaround, just real help from people who care. That’s rare now.

The build quality is outstanding. These bags are extremely well made — durable, smart design, and you can feel the quality right away.

What truly blew me away is the packing capacity. It’s honestly insane how much these bags hold. I travel to Italy regularly, and I can confidently say you could fit two months’ worth of clothes into one bag — two at most to be safe. That would normally take multiple large suitcases. The compression system is a total game changer.

Only thing you can’t pack in it? The wine you’re bringing home — you’ll have to ship that back.

I’ve talked about these bags so much that my family and friends have started ordering too. That doesn’t happen unless a company truly delivers.

I was not compensated in any way and do not work for this company — this is a genuine, honest review.

Between the service, quality, and space-saving design, they’ve made a loyal customer out of me. I’ll definitely be back for more.

⸻

Response to my using my company card instead of my personal on was quick, they cancelled it immediately and my other order was received quickly. I plan on buying the Next when they are in stock.

I recently had to contact customer services over a
free gift problem over a weekend, they gave me a
prompt reply on Monday and solved the problem
within 2 days
well done Airback I'm looking forward to my next
Purchase.

Reached out to them to report a potential change of address depending on delivery date and they were very accommodating!

Great quality product and very responsive customer service.

Customer service was great and even though we had to return as both my husband and I purchased two as surprises, there was full support from start to finish x

Great quality of the bag (I bought the airback under seat), I just had a problem with the pump which was not working but the customer service was very efficient and they solved the problem very quickly by sending me a new one.
I would suggest Airback to everyone!

Really good customer service post sale. They attend you great through email request

I had problems with the delivery of the items, and the response and solution was incredibly fast.

Was an early kickstarter supporter and have really enjoyed this bag. Has made packing and travel (which I do a lot) as seamless as it can be these days. Customer service is also great and super responsive.

I was very excited to use my airback. Everything felt premium when it arrived. And worked amazingly initially. However on the return on my first trip the compression system failed in the zip compartment and it inflated taking the dimensions way above under-seat max. I was worried that I would have to pay the luggage fee to store it in the overhead (the entire reason I bought this bag was to NOT pay for this) but luckily the plane wasn't full so I could store it in the overhead.

I have emailed the company 3 times since the 7th of January (its already been 13 days with NO response). Absolutely unacceptable.

The price point is high, customer service WAS great until I had an issue and now I'm travelling again in under two weeks with a ticket I bought without extra luggage because I bought this under-seat bag.

I need a replacement for this faulty item. Customer service needs major improvement. I am furious.

I am very disappointed with my experience so far.

I paid for the airback flex in advance, and according to the company, the package has already been shipped twice. Unfortunately, it never arrived — even though my address was correct both times.

What makes this even more frustrating is the poor communication. When I contact customer support by email, I sometimes only receive a reply after several days, if at all. Right now, I am waiting for the third shipment, but I have been waiting five days just to receive a response and a tracking number.

At this point, I honestly don’t know whether this is just extremely bad service or if there is a risk that this might be a scam. I am unsure whether I will ever receive the product or even get my money back.

Overall, this has been a very disappointing and stressful experience.

Great quality, super useful and polite staff. Responses are delivered quickly and efficiently.
All around very pleasant experience!!

Airback are very fast to respond to queries. The bag (Flex) appears well made, has good quality wheels and fabric with good storage and flexibility of use. However, it weighs about 3.4Kg so feels full when empty. It also protruded into the walk-zone of the underseat storage area (Qantas economy) and I was asked to put it in the overhead storage locker, negating my reason for buying it. Purchased via Kickstarter for €179 then, in response to email, purchased ‘Fast Pass’ via Airback for €32 (described as a ‘best pricing fee’ but seems like a double charge for shipping or access to the Kickstarter pricing), then paid a further €32 to Kickstarter for shipping. Airback assured me that no further payments are required! All up €243. Great concept - doesn’t deliver. I regret this purchase.

I've returned the bag pack according the return policy, but it took a few weeks to process the return. The customer service is replied a few times, but I had no clarity what is the stage of the refund.

The bag pack itself was nice, sturdy, ideal for travel, but not for work and commute.

Initially impressed by the speedy correspondence, wanted to purchase the Original Carry on backpack for an upcoming long haul trip, very responsive communication, quick delivery

The product is quality made, much better than cheaper versions I've had previously

However, the compression bag, does not stay compressed for very long - I contacted Airback and was told this is normal, so on a long haul flight the compression has deflated! my cheaper versions stayed compressed!

a few email back and forth I asked how to return for a refund - no response to last few emails, leaving no choice but to raise a dispute through PayPal

The product is well made, great compartment, but Airback need to make it clear that the compression does not stay compressed for very long and be better at their communication when issues arise - this is always the tell of a good company!

I had ordered this item on November 21st. Over two weeks had gone by and the item still had not been sent even though multiple attempts of me reaching out had been made told me it would be on the way soon. I had a UPS message saying that they had made a shipping label then canceled my order on November 28th. I had feared if it was taking them this long to send the product and it was getting close to Christmas because it was a gift in the future I may have problems with returns/exchanges if anything had occurred. I went online and canceled the order. I also reached out to them to notify I canceled the order. I went shopping and bought a solgaard instead. A week later after I canceled the order I received a notification they were going to ship the order. I reached out again DO NOT SEND ORDER I canceled it issue refund please! They still sent the order. I paid $6 to UPS to have it delivered to an access point so I could refused the order. I refused the order on December 15th. It is now 25 days later I have not received a refund and they have not received the product that was sent back. They say they will not issue a refund unless they receive the item but I called UPS and the product is just sitting at a distribution center not being sent back even though I refused it. I WANT A REFUND the order was $600!!!

I ordered my GO backpack in the 20th Nov 2025 and decided to return it on the 10th of December 2025.
I packaged and posted it as per the instructions from Airback and sent it to the address that was on the email they sent me
Willemsparkweg 35
1071GP,
Amsterdam,
TheNetherlands
Customs are now saying that this address is incorrect and they are returning this to me andbit can take up to 12 weeks!!!!!!!!
This has cost me a total of £200.00 and airback are not willing to help me.
They have stopped answering my emails and when i send a new email i get a template answer saying 'we are busy'
Terrible terrible service and no contact number to speak with someone.
They also told me in am email to send an email to

return (at) airback.store

I did just that and I got an immediate response saying 'this address does not exist'
I copy and pasted it from the email as I did the address on the package!

Would not surprise me if this turns out to be a fraud.

After my first AirBack backpack I ended up getting 2 more, both the big and the small, under seat model which arrived just right for X-mas. Really happy with the build quality and how practical they are. They’ve been with me on many trips now and held up perfectly. Also had a very good experience with customer service — quick and helpful. Would definitely buy again.