Best customer service and warranty program ever. I bought my away bigger carry-on more than 6-7 years ago. Recently one of the wheels came off. I submitted a claim and next day got a notification say... See more
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Review summary
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Reviews shaping this summary
I have owned my away suitcase since 2019 and it has been trusty sidekick on all of my travels both domestic and international. I love the size, the way it wheels and how much it holds. I noticed a cra... See more
Away has - without question - the most frictionless and efficient customer service of any global company we’ve experienced. After ten years of heavy use, one of our Away suitcases needed repla... See more
Away response to my claim was handled so quickly that I am amazed. I received the replacement suitcase in less than 2 weeks from my registered claim. We have several sets of Away luggage and have bou... See more
Company details
- #4 of 7 best companies in Luggage Store
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 21% of negative reviews
Typically replies within 24 hours
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Super easy process to submit an issue…
Super easy process to submit an issue and have the warranty covered for a new suitcase
September 1, 2026
Multiple wheels are stuck and they only…
Multiple wheels are stuck and they only sent enough to fix half the wheels
September 4, 2026
Reply from Away
We are happy to send you another set of wheels!
Amazing customer service!
Amazing customer service. The hype about this company and product should be believed. They went above and beyond to help with a zipper issue with my suitcase. I’m floored by their quick response and the ease of the entire process. I had a replacement suitcase delivered to my door in less than a week. I could not be more satisfied.
September 3, 2026
I’ve had my suite case since 2018
I’ve had my suite case since 2018. I’ve traveled EVERYWHERE with it. Over 15 countries, 10 states, checked and in overhead bin. The one I have does not need to be checked and therefore is small and light enough to carry all around Europe when stairs are the only option. It has never popped open and has been the most reliable parts of all of my journeys. I will always use this suite case, even for overnight trips. I love this suite case and the brand’s customer service. Incredible.
September 4, 2026
Helpful customer service team
Helpful customer service team. Quick triage and action
September 1, 2026
Away made it very simple to get what I…
Away made it very simple to get what I needed to repair the broken part of my suitcase and the part arrived very quickly.
September 3, 2026
Replacement parts
Although the team had difficulty finding my past order, the replacement parts sent were perfect to fix my roller bag
September 1, 2026
Quick & easy support
Once I was able to connect to a human, they very quickly solved my problem and sent me a DIY repair kit to fix my broken handle. It came in the mail within a few days, and was very easy to install by myself.
September 1, 2026
Taking care of their customers
My carry on is 8 years old. I wrote describing the issue I was having extending my handle. I was hoping there was an easy fix or that I could purchase a new handle. One was immediately sent to me free of charge. My next suitcase will be an Away!
September 4, 2026
Very quick response to my initial claim.
September 2, 2026
Quick response though a written…
Quick response though a written explanation would have been nice.
September 4, 2026
I sent me the wrong replacement part my…
I sent me the wrong replacement part my way back had a battery area in it and they sent me the wrong one without a battery so I’m still without a suitcase until this gets resolved
September 3, 2026
Reply from Away
We are sorry to share this, but our new luggage and newly designed trolleys no longer include a battery slot. While the trolley we sent will fit your suitcase, it won't have that feature. You can still tuck the battery into the inner pockets of your suitcase, but it won't fit in the trolley going forward.
Quick part replacement great customer…
Quick part replacement great customer service
September 3, 2026
Easy yet disappointing
Simple process with courteous representative that is disappointing due to the rigid policy to not personalize the product. The core tenant of your product is personalization and to not allow it on a replacement is disingenuous. I even offered to pay for the personalization and was denied.
September 4, 2026
Very Efficient Claim Process
Very simple process! Made a claim and within 48 hours I received notice a new backpack was shipped to me!
August 17, 2026
Swift Service
The turnaround time to receive the repair kit was great. However, the trolley sent to me was not the same as the original one that had the built in battery pack. I liked the battery pack charger. I regularly use it especially at the airports when all the charging ports are occupied by the travelers at the gates
September 3, 2026
AWAY is great and their customer…
AWAY is great and their customer service is top notch. 10 out of 10.
August 31, 2026
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