I bought an American Tourister Fast Forward suitcase and the first item arrived with internal defects. I requested a replacement, but unfortunately the second suitcase arrived with internal defe... See more
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Bought a bag with a tag on it stating"I fly for free". My first trip with it and I was asked to check its size and the bag did not fit! The wheels made the bag too long to fly free. Very disappointed... See more
Company replied
I am very disappointed to American Tourister's products. I had bought 2 items, Funlight Disney Spin 55cm, pink, and Bon air spinner 75cm, deep turquoise. Firstly the colour is a lot of deeper than I... See more
Company replied
recently bought an American Tourister memory foam neck pillow, and the experience was extremely disappointing. After opening the outer cover, I checked the foam inside and found multiple holes and... See more
Company replied
Company details
Written by the company
Discover the latest American Tourister Suitcases and Luggage. Locate a store near you or shop online and enjoy free shipment.
Contact info
United States
- www.americantourister.eu
2.3
Poor
506 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 81% of negative reviews
Typically replies within 1 week
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Very disappointing online ordering…
Very disappointing online ordering experience
Very disappointing experience with Samsonite Australia.
I placed an online order for multiple cases, only to find out after following up several days later that the website had allowed me to purchase items that were actually out of stock. There was no proactive communication about the issue, and I had to contact customer service myself to find out what was happening.
After initially being told the available items could be shipped and the out-of-stock items refunded, I was then advised that another item had become unavailable due to “extremely limited stock”. I was left having to make decisions about changing or cancelling the order, despite the original order being accepted and confirmed by Samsonite.
I suggested simply substituting another colour, but was told this wasn’t possible because the system had already cancelled the unavailable items and the cancellation couldn’t be reversed. Again, this seems to be a limitation of Samsonite’s ordering system that was passed on to the customer to deal with.
Most frustratingly, the issue was closed by Samsonite before it had actually been resolved or before I had agreed that the matter was closed. The eventual outcome only came after further communication and consultation with me about how I wanted to proceed.
To be clear, while Matt from Customer Care was the person communicating with me, I wouldn’t consider the eventual resolution to be to his credit. The issue had already been closed before a satisfactory resolution was reached, leaving me to continue chasing it up and work through the options myself.
For a premium luggage brand, I expected a much better online ordering and inventory management experience. If products aren’t actually available, the website shouldn’t allow customers to purchase them, and customers shouldn’t have to chase up their orders to discover stock issues.
Very disappointing experience from start to finish
27 August 2026
Unprompted review
American Tourister sent me a…
American Tourister sent me a replacement wheel very quickly, free of charge. The suitcase works perfectly. Thanks.
26 August 2026
Unprompted review
Reply from American Tourister
Thank you for your kind review! We’re delighted to hear that you received the replacement wheel quickly and that your suitcase is working perfectly again.
We’re always happy to help, and we wish you many more smooth journeys with your American Tourister suitcase! ✈️🧳
I am very happy with my Samsonite…
I am very happy with my Samsonite Spinner L. The dumb Airport Security broke the TSA Lock wherefore it was only possible to open it with force. Checked the Website of Samsonite and found the spareparts section, asked for a replacement lock and it was sent immediately without charge, arrived a week later. Due to the design it was easy to replace. Now my suitcase is like a brand new one - the lock is working and I can continue to use it safely. Thanks for the great service! Samsonite is was it stands for - Quality!
23 August 2026
Unprompted review
Reply from American Tourister
dear Winnetou
Thank you so much for taking the time to share your experience with American Tourister!
We are delighted to hear that you were able to find the replacement TSA lock you needed and that the installation was quick and easy. Our goal is to help customers keep their luggage in use for many years, and it is wonderful to know that your Spinner is now working like new again.
Your kind words about our service and product quality truly mean a lot to us. Thank you for your trust in American Tourister and for recognizing the value of repair and reuse. We wish you many more safe and enjoyable journeys with your suitcase!
The Samsonite Team
Excellent service by Samsonite UK re…
Excellent service by Samsonite UK re American Tourister case handles which broke on my last trip. The cases were purchased in Australia whilst on holiday some time ago. My husband’s case handles broke two years ago and we had again great service. New handles were ordered from their Asia depot and delivered today. Fabulous service, thank you Samsonite UK.
I would definitely invest in these products again if only because of the great service.
Irene
24 June 2026
Unprompted review
Reply from American Tourister
Thank you for your wonderful feedback, Irene!
We are delighted to hear that our team was able to assist you with the replacement handles and that your experience with Samsonite UK was such a positive one. It is especially rewarding to know that this is the second time our service has met your expectations.
Providing reliable support for our customers, wherever their luggage was purchased, is very important to us. Your kind words about our team and our after-sales service mean a great deal and will be shared with those involved.
Thank you for your continued trust in American Tourister and Samsonite. We wish you many more enjoyable travels and look forward to being of assistance whenever needed.
Kind regards,
The Samsonite Team
Great service
Great service! We order handle and received It in 5 working days.
Once you have the ID number of the product is very easy to find the right part.
Eccellent!
18 August 2026
Unprompted review
Reply from American Tourister
Hello !
We are delighted to hear that finding and ordering the correct replacement handle was quick and easy, and that the part reached you promptly. Providing a simple and efficient spare parts service is very important to us, so it is wonderful to know that your experience met your expectations.
Thank you for taking the time to share your experience and for choosing Samsonite. We truly appreciate your support and wish you many more enjoyable journeys with your luggage.
Kind regards,
The Samsonite Team
3 weeks later, my suitcase isn't even shipped
I ordered a FastForward suitcase from them on July 27th, and almost 16 business days later, I have not recieved any updates about my shipment. I have a tracking number, and all it tells me is "awaiting shipment". I reached out to customer service about this 4 business days ago, and they haven't given any updates either (past the "we will check and get back to you"). So now I have once again sent them an email, because I have an upcoming trip and I need to get this suitcase (or buy a different one from somewhere else). Deeply disappointed with customer service and the lack of delivery of something I paid for weeks ago at this point.
28 July 2026
Unprompted review
Reply from American Tourister
Dear customer, sorry to hear that your order was not delivered to you 3 weeks after it was confirmed. This situation is very unusual and we would like to investigate what went wrong. Would you please give us the order number so we can check what went wrong and why? Many thanks in advance
Very disappointed customer
Hello American Tourister,
The first time I used my brand new expandable suitcase, the lock jammed and I was completely unable to open it. In the end the lock had to be cut open by hotel staff so that I could access my luggage on the first day of my holiday.
I would like a refund for this now unusable suitcase which has only been used for a single holiday.
Very disappointed customer
21 June 2026
Unprompted review
Reply from American Tourister
We're sorry to hear about your experience and understand how disappointing this must have been, especially during the first use of your suitcase. We have contacted you via Trustpilot's information request feature to gather some additional details and review your case.
I am writing to raise a complaint…
I am writing to raise a complaint regarding my American Tourister Airconic suitcase.
I have only used this suitcase three times, and despite never overloading it or using it outside normal travel conditions, it has developed several issues. The zipper on the Easy Access compartment broke after just one use, the internal zipped compartment has ripped away from the lining, and I have experienced repeated zipper failures.
I purchased this suitcase expecting the durability associated with the American Tourister brand, so I am very disappointed that it has shown multiple defects after such limited use. This level of wear is not what I would expect from a quality suitcase.
I would appreciate it if you could review my case and advise on a suitable solution, such as a refund. I can provide photos of the damage and proof of purchase if required.
I look forward to your response.
20 July 2026
Unprompted review
Reply from American Tourister
Dear Berna, very sorry hear about your disappointment in your Airconic suitcase. We would appreciate to receive some more detailed pictures so we can see how this can be remedied. May we ask you to visit our service website www.supportandgo.com and create a file where you will be asked to upload pictures so we can visualize your complaint? We will get back to you asap as soon as we have this info ! Hope to assist you asap !
I am very happy with the service
I am very happy with the service. Fast and goodwill service.
13 July 2026
Unprompted review
Reply from American Tourister
Thank you very much for your positive feedback!
Great: Free spare parts for old Samsonites
I am really impressed that you can send in any Picture a damaged Samsonite suit case of any age and model and you get the required spare part for free.
No other consumer goods company I know does that.
8 July 2026
Unprompted review
Reply from American Tourister
Thank you very much for your positive feedback! We wish you many more wonderful journeys with your Samsonite suitcase.
Best regards,
First find your replacement part
A broken combination lock on my wife's Popsoda cabin bag sent me to the website for a replacement lock. I have to be honest, the website clarity and usability could be improved, but once the right part had been selected the experience improved dramatically. The part came by courier at no charge and was replaced without damage to the case or the liner - a tribute to good design.
6 July 2026
Unprompted review
Reply from American Tourister
Thank you so much for your great review!
We’re very happy that you found the right replacement part and that your cabin bag is ready for many more journeys to come.
We’re taking note of your feedback and are working on improving our website.
Kind Regards
Doesn't fit airline specifications.
Bought a bag with a tag on it stating"I fly for free". My first trip with it and I was asked to check its size and the bag did not fit! The wheels made the bag too long to fly free. Very disappointed as that is why I bought it.
9 May 2026
Unprompted review
Reply from American Tourister
Hi,
Thank you for sharing your feedback.
We're sorry to hear about your experience and understand how disappointing this must have been, especially if the bag was purchased specifically because it was advertised as fitting airline cabin requirements.
Airline size restrictions can vary between carriers, but we appreciate your concern regarding the dimensions, including the wheels. We'd like to look into this further and better understand what happened during your trip.
Please feel free to contact our customer service, repairstatus@samsonite.com with the product details , country and the airline involved, so we can investigate your case and assist you accordingly.
Kind regards,
American Tourister Europe
I was really surprised
I was really surprised. I use 4 different cases of this brand, and all of them have great quality. Unfortunately after 4 years of usage and about ~10 flights, handle in one of them stopped properly working. I was trying to find some way to fix it and while googling it, I found that it's possible to ask for a free spare.... I tried and it works. I have now new handle for free and it's amazing. Thanks. Will continue to use this brand. Strongly recommend. The best quality price ratio.
17 June 2026
Unprompted review
Reply from American Tourister
Hi Aliaksei,
Thank you so much for your kind words and for taking the time to share your experience.
We're delighted to hear that you've been using multiple cases from our brand and that they have served you well over the years. While we're sorry to hear that the handle on one of your cases stopped working after several years of use, we're glad our spare parts service was able to help and get your case back in action.
Providing long-lasting products and supporting our customers even years after purchase is something we care deeply about, so it's wonderful to know that this made a positive difference for you.
Thank you for your continued trust and recommendation. We look forward to accompanying you on many more journeys in the future!
Kind regards,
American Tourister Europe
I wanted to return the product
I wanted to return the product, so I registered a return, but didn’t get a return label as you usually automatically get the second you register a return. I wrote to them and they said it can take a few days to get the return label. Now it has been over a month and I still have not received it, even if I have wrote to them several times. Very odd.
15 June 2026
Unprompted review
Reply from American Tourister
Hi Ida,
Thank you for reaching out, and we’re truly sorry for the inconvenience this has caused.
We understand how frustrating it must be not to receive your return label within the expected timeframe. In this case, there were unfortunately some temporary technical delays in our system, as well as with the courier service responsible for issuing return labels, which affected the process.
We can confirm that your return label has now been generated and was sent last week via Bring to your email address.
We sincerely hope it has reached you by now.
If you still cannot locate it, please contact our Customer Care team at customer.care@americantourister.com, and they will make sure this is resolved for you as quickly as possible.
We truly apologise for the inconvenience and thank you very much for your patience and understanding throughout this process!
Kind regards,
American Tourister Europe
Broken zip after just a few uses
I bought an American Tourister Soundbox 4 Wheel Expandable Suitcase - 67cm over a year ago and used three or four times. The zip broke when it was in 'expanded' mode while travelling and only the strap around it stopped me losing all my belongings in transit. This suitcase is not sturdy enough for its size. Bought through luggage superstore who told me I had to return it at my own expense to American Tourister 'for investigation' to see if it was a manufacturing defect. Clearly this warranty process is designed so that people don't bother claiming. I won't be using American Tourister or Luggage Superstore again.
1 May 2026
Unprompted review
Reply from American Tourister
Thank you for your feedback. We are sorry to hear about your experience with the zipper of your suitcase.
We would like to note that we had previously requested additional information in order to properly investigate your case, but unfortunately we did not receive a response.
To be able to review your complaint further and assist you properly, we kindly ask you to provide photos of the issue as well as your proof of purchase. You can send these to: repairstatus@samsonite.com.
We will gladly look into this for you once we have received the requested information.
Kind regards,
American Tourister Europe
My wheels broken after my 5th time…
My wheels broken after my 5th time using however I was sent replacement wheels for free. It was easy to take off and put on new wheels and the service was great. Very fast delivery too. Would recommend .
30 May 2026
Unprompted review
Reply from American Tourister
Hello Steven,
Thank you for taking the time to share your experience.
We are sorry to hear that the wheels were damaged after only a few trips. However, we are delighted that our team was able to provide replacement wheels free of charge and that the installation process was quick and easy.
It's also wonderful to know that the delivery was fast and that you were satisfied with the service you received. Customer satisfaction and product longevity are very important to us, so your feedback means a lot.
Thank you for your recommendation. We wish you many more smooth and enjoyable journeys with your suitcase.
Kind regards,
American Tourister Europe
My suitcase's zipper broke off
My suitcase's zipper broke off. Reperation took less than a week, from collecting my case till delivering it back. And it was free from charge! Great #customerservice
3 June 2026
Unprompted review
Reply from American Tourister
Hallo Beate,
Thank you for your wonderful review!
We're delighted to hear that you were happy with the repair service and the quick turnaround time. Having your suitcase collected, repaired, and returned within a week is exactly the level of service we strive to provide.
We're especially pleased that we could resolve the issue with your zipper free of charge and make the process as easy as possible for you.
Thank you for your kind words and for highlighting our customer service. We truly appreciate your feedback and wish you many more smooth and enjoyable travels with your suitcase!
Kind regards,
American Tourister Europe
Efficience service
I lost one wheel of my trolley so i asked to customer Assistance one new piece and they sent me for free in few days. Very efficient!!! Thank you
2 June 2026
Unprompted review
Reply from American Tourister
Hi Francesco,
Thank you for your kind review!
We’re delighted to hear that our Customer Service team was able to help you quickly and efficiently. Providing spare parts when possible is an important part of our commitment to keeping our products in use for as long as possible.
Thank you for taking the time to share your experience. We wish you many more smooth and enjoyable journeys with your trolley!
Kind regards,
American Tourister Europe
I ONLY USED MY SUITCASE ONCE AND WHEN…
I ONLY USED MY SUITCASE ONCE AND WHEN WE GOT IT OFF THE CAROUSEL IT HAD BURST OPEN LUCKY I DID HAVE A BELT ROUND IT.
WHEN TRIED TO CONTACT AMERICAN TOURIST CUSTOMER SERVICE THEY NEVER GOT BACK TO ME.
1 January 2026
Unprompted review
Reply from American Tourister
Hi,
We’re sorry to hear about your experience and understand how frustrating this must have been after only one use.
We can see that a reply was sent by our customer service team on February 9, but it’s possible that our message was missed or ended up in your spam folder. To help us investigate this further, could you please send photos of the damage together with the product ID to info.uk@samsonite.com?
Our team will review your case again and assist you further.
Kind regards,
American Tourister Europe
I purchased an American Tourister bag…
I purchased an American Tourister bag and, after about fourteen months(warranty 3 year) the warranty was denied due to alleged mishandling. However, the damage occurred during normal use when the bottom rubbed against the floor, not from any misuse on my part. I am quite disappointed with the resolution and feel the warranty was not upheld fairly.
18 May 2026
Unprompted review
Reply from American Tourister
Hi,
Thank you for sharing your feedback, and we’re sorry to hear about your disappointment with the warranty assessment.
To help us review your case in more detail, please send your order information, photos of the damage, and any relevant warranty documentation to repairstatus@samsonite.com.
Our team will carefully look into your situation and come back to you as soon as possible.
Kind regards,
American Tourister Europe
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