Away Reviews 

My family has 9 pieces of Away luggage. It’s a bit pricey but you get what you pay for. The airline wreaked havoc on a suitcase last week and the Away warranty resolved it without delay. Worth every penny.

AWAY replied to my claim very quickly and sent a replacement part within 1 day of my claim submission which showed great customer service. Unfortunately, they sent the wrong part so I had to reach back out to have them correct the issue. They replied quickly once again and I hope to have this all resolved soon!

Away has great customer service and backs their warranty, which is welcoming. Theie suitcases are well priced for the quality. I will continue to order from them as needed.
They do not have a dedicated human customer service phone number to call, but you can request to converse with a human through the live chat function.

The customer service portal was very easy to use and extremely responsive. My claim was resolved within 27 minutes of me, submitting it. The warranty is well worth an investment in this product as they really care about making things right!

Best customer service ever. These folks are great, not to mention they sell the best product on the market.

We were in the middle of a 3 week trip when the extention handle on our Away bag failed. Not a critical problem, but certainly not ideal. The bag was slightly over one year old. I filed a claim and provided a short video/picture of the malfunction. Within 24 hours I received a response that our claim had been reviewed and the parts required to repair the handle was not in stock - and therefore they were going to replace the bag. We competed our trip with the handle malfunction. It was manageable. Shortly after we arrived back home our replacement bag arrived. We're very pleased with the quality of the Away products - but this demonstration of excellent customer service exceeded our expectations. Thank you, Away!!

easy frictionless transaction, away lived up to its promise

Great customer service and response time. I appreciate that the company stands by their product. I will be ordering another soon.

The best experience

Smooth easy process to submit warranty request & fast service!

Luggage’s zippers broke while traveling almost 2 years later and Away backed their warranty as promised. Slight inconvenience, but the warranty made up for it.

Took care of the issue as the warranty promised and quickly resolved.

What an amazing service. I wish other companies were like Away. Reached out to claim warranty service after my shell project during travel abroad. No questions asked, processed immediately and received a new product within 3 days. Great service, will definitely recommend Away to friends and family.

Away has an amazing lifetime warranty. My internal zipper broke during a recent trip. When I returned home, I simply had to explain the problem and post a picture. A brand new suitcase was on its way to me. No hassle. They really stand behind their products.

After nine years as a loyal customer—and purchasing SEVERAL suitcases and two travel bags, I’m extremely disappointed. Two bags deteriorated despite minimal use, clearly due to poor materials or manufacturing, yet customer service refused to replace them for even a lesser value model. I expected this company to stand behind its products and value a longtime customer. Sadly, they have now lost one. Really very disappointing and surprised.

On a recent travel the top handle on my carry-on Away (purchased 2017) broke and I filed a claim while waiting for my flight. By the time I arrived at my destination they had reviewed and approved my claim. The replacement handle was received within ten days.

this was a business relationship-ending experience with Away Travel.

It was quick and easy to get the replacment handle and put it in the suitcase. I also appreciate the efforts of Kim to find our un-registered suticase.

have a lot of Away Travel suitcases. I have a trunk, a medium, a bigger carry on and until recently, an executive bigger carry on. They all serve different travel purposes for example, when I am going on vacation with my wife, I carry the trunk and we have 2 bigger carry ons (hers and mine). For longer business trips, I carry a medium and (previously) the executive bigger carry on. I do this because my check in luggage was lost on a trip to Hong Kong and I didn’t have any clothes. I now travel with at least 3 days of clothes in a carry on, including a suit. But, since I travel A LOT for short business trips, my go to travel set was a backpack and the executive. I have been doing this since I purchased the old executive in 2018. Recently the zipper broke on it and I wanted to get it repaired, but was told I had to get a new one to replace it. The people in the Away Travel store told me the new pocket cut into the space of the suitcase, but I didn’t realize how much until I got it home. I tired to pack it with my normal 3 day load out and it did not fit. I immediately took it back to the store and was told I could exchange it for a new bigger carry on, which I did. However, since I already have one, the new one is completely useless and repetitive. Why would Away make the mistake of making an updated product that was worse than the original? Products should be updated to make them better, not useless. I researched other suitcases that have a pocket and discovered the competitor down the street made one that was slightly larger. I immediately purchased the suitcase from the competitor and when they heard my story they gifted me a laptop sleeve, so I would even have to worry about putting the laptop in the bag. I was so happy and impressed that I purchased an additional 2 hybrid medium trunks, an aluminum bigger carry on, and a hybrid carry on. The Away Travel suitcases are going in the garage and I will probably put them up for sale over the summer. Huge mistake, Away Travel! Since 2018, I have purchased 7 Away Travel bags and accessories for myself and family members. I have purchased my last one. You have lost a customer because I can’t trust your business decisions. Don’t make changes for the sake of making changes. Make them to make your company better and benefit the consumer.

They've replaced their support with a terrible AI interface that is frustrating to use