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
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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
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 19% of negative reviews
Typically replies within 24 hours
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I had an excellent experience with the…
I had an excellent experience with the warranty service. The process was quick, smooth, and hassle-free, and the team was professional, helpful, and responsive throughout. I truly appreciate the outstanding customer service and would highly recommend you guys to anyone needing luggage!
20 August 2026
Unbelievable and amazing customer…
Unbelievable and amazing customer service. Very quick response to my claim and shipping was fast. I am so happy with my Away luggage. A customer for life.
20 August 2026
Warranty issue
Had an issue with something breaking after many years. Sent an email and then a new part was on its way. Was so easy.
20 August 2026
Amazing
Amazing! Responsive, clear communication and so much support! I will always be an Away consumer and advocate!! Thank you!!
20 August 2026
They responded right away and honored…
They responded right away and honored their lifetime warranty. Very positive experience!
20 August 2026
Straightforward process to submit…
Straightforward process to submit claim. Fast processing and resolution.
20 August 2026
Stick with Rimowa!!!!
I ordered two suitcases as a special gift for a young friend leaving on a long and important trip to Europe.Product arrived 5 days later than quoted after I had paid for “fastest” shipping at $50…. Which was one day AFTER they had departed on the trip… which rendered the gift useless (and I had the hassle of having to find someone to go secure it since the recipient was no longer in the US).
Even more frustrating, the update emails I received from Away, indicated that the product had shipped on time and was due to arrive on time. At no point did they alert me that my gift was arriving 5 days late. I didn’t even find out that the recipient hadn’t received the gift until three days after they had left on their trip. I could have run out and gotten them another gift had I known.
Away refused to refund the shipping charge, only offering me a partial credit. Terrible service and I will never buy another thing from them again. I’ll stick with Rimowa in the future.
19 August 2026
Unprompted review
Sent the wrong handle size won’t fit in…
Sent the wrong handle size won’t fit in the suitcase.
19 August 2026
Phenomenal customer service
I put in a claim for a faulty zipper on a suitcase we purchased a few years back. Not only did Away responded within 2 days…literally. By day 4 we had the new suitcase at our doorstep. Wow! Way to back up your guarantee and deliver phenomenal customer service!! Thank you!
20 August 2026
Amazing customer service- I’m a forever…
Amazing customer service- I’m a forever customer!
19 August 2026
Incredible response time and service
Incredible response time and service. Have told 19 other families about the benefit of having Away luggage.
19 August 2026
Away stood by their lifetime guarantee…
Away stood by their lifetime guarantee quickly and without any kind of battle, which I really appreciated!!
20 August 2026
Away is amazing and the only luggage I…
Away is amazing and the only luggage I will buy
15 August 2026
Amazing customer service!
Amazing, unbelievable experience. We were away on a trip and noticed a crack in the shell of my Away carryon. I took a picture and submitted it to customer service. A new bag was delivered to my home in four days! We weren’t even back from our trip! Now THAT IS REAL CUSTOMER SERVICE!!
19 August 2026
Quick and easy
I purchased my Away luggage in 2018. I was so happy to see that my receipt was online with Away
After a couple of helpful text messages, the problem was resolved
A replacement handle was in the mail and received quickly.
It was easily replaced and I’m ready to travel again!
Thank you Away!!💕
20 August 2026
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