The backpack looks smart and vacuum function works but it does not fit in the Ryanair hand luggage box when filled and been charged twice since purchasing. Nice idea but doesn’t fulfill the requirement unfortunately

Very trust worthy, I took the carry-on backpack, but forgot to buy the bundle for the air pump and 2 weeks later, I explained my mistake and they still sent me the bundle for the air pump with the same reduction, even though it was MY mistake.
Thank you very much for their professionalism

Delivery was very delayed a order got missed.
I had to phone when I realised I was going away today- not bag.
Bag arrived. Absolutely inpossible to undone compression bag. Not just me- 2 big blokes tried.
They offered to send replacement.
I needed it for going away but know it wouldn't arrive in time.
Asked for a refund.
Emails now being ignored.
Apart from that I don't understand having a laptop sleeve that isn't removable.
For an expensive laptop it means wasting time sourcing and buying a decent sleeve before laptop can be taken out of hotel rm to a co work space or coffee shop.
Crazy ! So minus 5 for customer service.
Qualiy and design.

As someone who has worked in retail for over 9 years, I was pleasantly surprised by the remarkable customer service I recently received from Airback’s team. Karen & Gabrielle were very understanding of my situation and took action right away in offering me a solution that made my day. Thank you so much to both of you, and thank you, Airback!

I reached out by email and was genuinely impressed — the reply from Gabrielle came quickly, the problem was solved straight away, and everything was handled clearly and professionally. No need for follow-up, no confusion, just a simple and efficient resolution. Great experience!

I have only just bought an air back carry on luggage and haven't received it yet but I was having a little trouble with the website (my fault entirely), so I decided to contact for assistance.
They responded very promptly and with the help I needed and made the purchase very easy and swift.
So far the customer service has been great

I needed an information about one of the items, as my husband and I are thinking to buy one. We are travellers and space as well as luggage dimensions matter a lot. I got the answer 5 minutes later, I was really surprised! Never got a quick answer like that! It makes us desire to buy from Airback!

Excellent customer service and very helpful.

I have had my Airback since Christmas and it has been an amazing tool for being able to do up to 5 day trips without a laundry or even longer with a wash. It fits a lot and could easily take more than the bag limits on most airlines for the carryon, so it is plenty big enough. As yet I haven't had to use the expansion zip! The choice of wheels or carry is a great advantage between airports and dirty roads, and it handles a bit of rain or water. Two extremely minor quibbles would be I would love the handle to be about an inch longer (as I am 6'4") but it works, and would also like the front push to be easier to slide things into somehow, it works but can be finicky. Overall it is everything I wanted for short trips and means I can easily fit within the "no carryon" so I should save the spend over 5-10 trips!

Firstly I will start by saying this is my ever first negative review of any company ,I thought of like to make people aware of the pathetic return policy .
I purchased a backpack after seeing the beautiful advertising sucking me in into purchasing another bag .
When it arrived I had to store it and removed the plastic tags and threw away the box .
I had planned a business trip away only to find the bag very very heavy once loaded and also not enough space for my needs .
What drew me to this product was the 100 day return policy little did I realize that the company would say no to my return as I had thrown the tags and plastic away .
Firstly who keeps the plastic and boxes ?
In Australia the consumer law would never allow this policy to exist .
Maybe you should only sell your countries that have the same blatant scam of a return policy that you are running .
Truly disappointed because I was going to purchase the next bag from them now they can shove it …
PLEASE BE AWARE AND DONT GET FOOLED TO THE ADVERTS .
Hope this helps some people and buy another brand purely on the poor service ..
Ps bag was never used and within the 100 day return period

Follow up after Airback getting in contact which was great but all they can offer is store credit which I don’t need …
Really dissatisfied with outcome please be aware of their return policy and keep every tag on the bag (seriously stupid )
Looks like they only want to benefit themselves and not look after the consumer … I thought consumers would have some right ..

Excellent! I’ve had their bag for 2 years now and now I’ve gone and gotten 2 more bags (go and the original)
Shout out to gabrielle for helping me with my queries!
I’ll be travelling soon and will recommend the other backpackers to get this! I’ve had so many people talk about the bag, i literally made friends cause of this haha! They cant believe all my clothes as a 6ft 7in person can fit in the bag!

Great customer service and helpful

The backpack was a present and has been very appreciated. I wrote the wrong address email and therefore did not receive any confirmation of my purchase. So I wrote to the contact email on the website and they promptly modified the email and sent me confirmation and the delivery status. So I am very happy with the product and the customer care! Thank you!

I bought the GO backpack for light travel, but the backpack is very heavy already without anything in it. I tryed it at home, just like that, without clothes or anything in it, if I let inside also the toiletry bag, well it is not was I expected, and I am sorry about this because the backpack is so very beautiful, the colour, the material, the model, I like everything but this: the weight of itself and the fact that it is not very comfortable on the shoulders,so this is a no go for me, regardless of how much I like it.
I was very satisfied with how everything went from start to end. The products arrived in Romania very quickly, within a few days. Then I received assistance regarding the return, with all the necessary details, and in the end I received a full refund—again, quite quickly and without any issues. I appreciate the prompt responses from the Airback Returns Team and the fact that I was given all the instructions needed to ensure the process went smoothly. Thank you for the pleasant experience, even though I did not keep the products.:)

It was a rocky start but customer service was quick to respond and information was great. Got bag per the info, I ordered the blue bag and it was popular so back ordered. Arrived shortly after. Packed it up for upcoming trip as a test run but didn’t have the pump to compress. Still got everything in for my 7 week trip and I am ordering the pump to really make it even better with more compression.
All in all happy with the bag. A bit more info on how the zippers work and packing it up works would be helpful. The videos are to brief.

Great customer service response, looking forward to buying my carry on.

The product works but it was hard to open at first but the customer support helped.

great customer service experience. very quickly resolved my issue. thank you!!!

Buyer warning.

The Airpack backpack looks nice, but the user experience is terrible. The central compression zipper is almost impossible to open the first time. It feels completely stuck, as if the bag is sealed or defective, and there are no instructions explaining this.

I am a former competitive athlete and even with significant strength it took extreme force to open it. I honestly don’t know how an average user is supposed to manage this without thinking the product is broken or to get it broken by even trying.

Very poor product guidance. Be aware before buying.

Also I would like to warn about their reply: I have ordered under my name and they should be very easily able to find it in their system. Also, it is obvious that they did not read even what I have written - it would make no sense for me to write to them as I solved it myself, just thought I need to warn other buyers of this. Only explanation that springs to mind is that they send copy-paste answers in trustpilot which does not make them trustworthy at all.

I needed help because I didn't understand how to operate the suction pump. I received a comprehensive explanation within 24 hours.
Anyway airback is excellent.