Away Reviews 923

I've been a long time customer and purchased many items. Most recently I purchased a sling bag which I used very little (maybe 10-15 times). The strap is coming off from the bag and poor quality. Unfortunately it's out of warranty despite the little use. I contacted customer service and they won't help despite me being a loyal customer for many years. I hope the $38 small bag was worth losing me as a customer. Of course they won't allow me to leave a review on their site. Spend your money elsewhere ... plenty of companies at this price point where customer service matters and better quality products.

I have the bigger carry on, medium and the large sizes of the aluminium suitcases for 7 years now. They have been on several long haul flights from UK to India and many short haul flights within Europe. They’ve aged beautifully. They have several little dents and scratches and I love them for it. Had an issue with the pull out handle in the carry-on 3 years ago. I took it to the store in seven dials market and they fixed within a couple of days free of cost. If you are one of those people that want their luggage to look pristine, then the aluminium cases are not for you. I don’t mind the patina and the wear and tear, i think it gives the luggage character and little memory of the trip . I love it. I bet they’ll last for another 10-15 years easily.

If I could leave ZERO STARS for Away and their customer service I would. My family have been loyal Away customers for many years. I bought the glossy style with my mother for my daughter in both the carry on and the train case. With only ONE TRIP they are completely destroyed. The finish is completely untenable for travel yet no warning is given to the consumer. We of course expected the same quality of our other bags. Despite the fact that the items were purchased last week and we only made on trip, they will not help us at all with the purchases. In these times, purchasing expensive luggage is a luxury and this company does not care about their consumer nor do they back up their products. Incredibly disappointing and we won't be purchasing from them ever again.

I bought two Softside Large suitcases from Away expecting premium quality. Both failed within a year due to zipper issues. One completely split and couldn’t be closed during a trip, forcing us to buy a new suitcase on the spot. The other had the zipper track lift off the bag, leaving a hole.

This wasn’t airline damage. It was normal use.

Customer service has been just as frustrating. After long delays and sending photos, the only solution offered was another softside replacement. After two failures, I made it clear I don’t want the same product again.

For a brand positioned as premium with a lifetime warranty, this experience has been incredibly disappointing.

I WILL NEVER SPEND ANOTHER DOLLAR WITH AWAY. DO NOT BUY!!!!!!!

I purchased a convertible backpack. The clasp on the strap of the backpack broke. Contacted the company, they said it is out of warranty and they can’t help. They don’t offer replacement parts for purchase.

This a unique item, I doubt I can find anything similar. I am shocked that a bag of this price is basically disposable after 1 year. It seems they don’t stand behind the products.

We used our commuter backpack only a handful of times. It somehow developed a rip in the seam next to the zipper. While we are outside the 1-year limited warranty period, I contacted Away to see if there might be something they could do or if a repair kit was available. Unfortunately, they said they could not do anything to help due to the expiration of the warranty period. I just wanted to alert this community about the backpack.

Our other several pieces of Away luggage have been great, but the backpack we received was not up to their high standards.

Their customer service department was prompt in responding and polite. It's just a disappointing experience with this single item.

Horrible customer service. I wanted to buy a set in a particular color. They were sold out online and I called the store near me to see if they had the items or could call me once they got it in. I received a call today while I was driving and told the manager that I wanted the pieces but I was driving. He said he would call me in 1/2 hour when it was safe for me to pull over to buy the items and would hold them for me. Two hours later I never heard from him, so I called them back to find out what was going on. They said he was busy and would call me back within 10 minutes. 25 minutes later I called again and he answered. He then said one of the pieces was no longer available when he was fully aware that I wanted all three pieces and asked him specifically to hold them aside for me (which he agreed to do). I then reached out to their online/corporate offices as I was very upset about this. I was given the same bullsh*t response even though the manager told me that they had the pieces in Canada and the UK but they would not source them for me. They just give you these stupid canned responses about how they are going to learn from these types of mistakes. I personally don't care if they learn or not. I was promised something and they refused to fulfill it. They suck.

We bought four large suitcases . One was beat up from airlines and had a small crack maybe four inches or so. I went on away chat, sent a few pictures and a few days later , a new one arrives . I used to have tumi , but they are no longer lifetime warranty ! Would recommend !

Away replaced my old carryon that had an outside pocket with the new larger executive carryon. This replacement is HORRIBLE. The outside pocket takes up so much room in the interior leaving NO room for your stuff. I WOULD NOT BUY THIS CARRYON. I wish they would comeback with the old model and listen to ALL the terrible reviews on this bag.

I had to contact Away when I had a problem with one of my cases that I purchased a good while ago. It was someone called Ryan is Customer Service that dealt with my query and they couldn't have been more helpful. They really went above and beyond.

TLDR: Away Travel sold me a classic Large checked luggage that is unable to nest the classic Medium as advertied and would not honor their lifetime warranty and replace/exchange it. I ended up going with TravelPro and will be selling my current Large at a loss.

Early last year, I looked to purchase a large checked luggage as I was going overseas for the first time in over a decade. After watching multiple YouTube reviews, I decided on Away as I liked the minimalistic way their luggage looked, Away supposedly offered a lifetime warranty, and most importantly they were advertised as being able to nest within each other. I purchased the classic Large in Ocean Blue that you see in the photos above. The luggage itself worked great and survived the trip with minimal damage.

Fast forward to this year, I am getting ready to go to Japan and because I anticipate bringing back a lot of souveniers, I went ahead and purchased the classic Medium luggage in Ocean Blue to pair with my large. When I got home, I attempted to nest it and to my great surprise, it would not fit. No matter what I did, the medium luggage would either get caught on the inner wheel housing or be uanble to clear the edge of the luggage lip depending on how I tried to angle it in. Since I always start with the assumption of user error, I reached out to Away Help after trying multiple ways to make it fit and this is where the nightmare started.

I reached out to them on 2/8 (it is 2/20 as I type this). and ended up exchanging over 40 emails, multiple photos and videos, and finally at their request backed up both luggaages and headed to their local store to have them try. During this exchange, I had also asked them to either replace it for one that can nest or allow me to upgrade. I also want to add that multiple times during our email exchanges, they seemed to lose track of the conversation and re-suggest steps that I had already performed and provided responses for.

The store rep was very incredibly gracious and tried to fit it in every which way. Additionally, they tried other in-store medium luggages and large luggages as well. What we found out was that the medium I purchased was too big and the large was too small. Other medium luggages in the store could technically be pushed in, but left the zipper seams bulging in a way where even the store manager stated they did not feel comfortable leaving it like that. We also determined that other mediums from the store inventory fit in their store inventory large luggages properly, leading to the store manager to speculate that there might have been manufacturing variances due to the difference in manufacturing dates. I took both photos and videos once again of this interaction, returned the medium that was too large, loaded up my own Large luggage, and went home where I clearly documented every action and result in an email back to Away Help.

From here, it was a repeat of the previous conversation where they continued to ask me to try the same steps that both the local store and I have already performed. Finally, I explained once again that this was clearly a manufacturing error asked that they either replace my luggage, allow me to exchange it at the local store, or allow me a paid upgrade to the Large Flex.

Today, to no surprise at this point, Away declined once again. They stated "We cannot honor an exchange here as this isn't necessarily a quality issue - we can't guarantee a different outcome with an exchange." This is blatantly false as...

1. The Large luggage is too small to allow nesting as advertised by Away and therefore a manufacturing defect which their warranty claims would be replaced.

2. There is a local store that they had JUST SENT ME TO which could gurantee a replacement that could properly nest a medium luggage.

3. A Large Flex can expand enough to comfrotably fit the medium luggage and therefore gurantee a fit.

At this point, I have decided to sell my Large and take the loss, return the luggage covers, and share my experience with anyone who is shopping for luggage so they knew what sort of company they would be dealing with.

Additioanlly, this processed dragged on so long that I missed out on the Buy 1 Get 1 50% off sale that TravelPro had going on. I called them to ask if they could make an exception as they also advertise their luggages nesting and I intended on buying a set and you know what? They ended up giving me a 15% discount code to use which, in addition to their current sale for their Platinum Elite hardside luggage ended up being cheaper than their previous sale! Today, Away Travel lost a customer and TravelPro gained a lifetime fan.

I am so disappointed with the customer service from Away/Gian.
I have purchased several pieces over the years and was hoping to purchase another. However, there was a glitch in the system so my order didn’t process correctly over the family day 10% off sale. The sites banner still says 10% off but they won’t honour it because apparently the sale ended. Their customer service was very robotic, lacked understanding and although said they value me as a customer clearly didn’t. I would 10/10 not recommend as this company is not only proved higher than what is new on the market but their ethos seems to have lost its way.

I own several pieces of this luggage, our first pieces were the Star Wars special edition bigger carry-on, we have since added large and medium checked pieces and bigger carry-on’s for our kids. We have taken this luggage all over, internationally on planes, trains, cruise ships ferrys, public transport and I would highly recommend. I have had one warranty claim in the approximately 8 years I have owned the luggage. On one flight the airlines snapped the zippers on a piece, I filled out the form and was quickly sent a repair kit that was easy to use. I went through several brands of luggage before settling on this as I have had to travel quite a lot for work. Most recently we travelled to Switzerland & France in November 2025 we flew there and exclusively used public transportation. The only complaint/recommended improvement I have it that instead of one large zipper pocket in the divider I would put at least two on the carry on and 3-4 in the bigger pieces to make things easier to sort and stay sorted with out adding additional compartments of my own.

Went to Aways website and it says to enter your email for 20% off. I got an error code a couple of times so I emailed their customer service since there is no number to call. Got an email back saying this is an issue with their website and they will address it but refused to provide a discount code; however, they DID subscribe me anyways without my permission. I asked for management to contact me and the rep just said they would relay the feedback. Very poor experience before even purchasing luggage.

One of the worst online shopping experiences I have had in my life. They were not able to deliver the suitcase to my chosen pickup point, and are now refusing to refund me the money for several weeks. I had to deal with the courier myself, spending hours on the phone with people who barely understood English.

They are not offering to return my money and keep telling me that “we will update you when we hear back”. Basically shamelessly bagged £300 of my hard-earned cash. I guess they only understand legal action? Absolute disgrace.

Order never arrived. Unable to contact company.
I ordered some packing cubes after seeing a review in the Times. I received a dispatch notice and tracking details. The parcel has apparently been held with DPD for several days. When I called the number on tracking details it links through to DPD then I get a message saying it has been dispatched to my new requested address- I haven’t requested a different delivery address. There is no option to speak to anybody. The company doesn’t have a customer contact number and the chatbot doesn’t work.
It’s so frustrating and they charged £10 delivery .
I would advise don’t use this company.

Please do not buy from this company. They advertise on their website discounted luggage but when you order they inform you after 10 days that it is no longer available. 3 days later it pops up on their website again but for £50 more, once again I am informed after ordering it that it no longer is in stock. Customer service is atrocious in terms of speed and attitude of staff; they just don't care. Be warned.

Matching luggage that does not match!

I am very disappointed with the Away suitcase. For the price, my expectation was that the suitcase and feather weight bag in the same color would be the same color.  This is not the case.  

The entire reason I bought these pieces was for the matching luggage.

I expected much better quality with color match as I have purchased Beis matching bags for my daughter and the colors are an exact match. The red online is deeper ruby red but in real life I would compare the featherweight bag to neon/bright red. The color resembles the Google highlight color red.  It is so bright.  The suitcase is a tomato red with more orange in it. 

Even though I added the personalization I am requested to stop that request with in 2 hours of my order. I was told via chat I would get an email confirming canceling the personalization. I didn't get the email.

The personalization looks like cheap stickers.

surprised to find such bad reviews. they have been very quick to respond and pleasant to deal with

I paid £180 for the overnight bag to use as a topper with the suitcase. Sadly, just as the bag was coming upto 2 years old the zip has completely broken and the bag is completely unusable. I contacted Away who said the bag is only under warranty for 1 year! I asked for advice in where and how to get it fixed and they said they can’t help! This company charges premium prices for poor quality products and couldn’t care less that you’ve wasted £180 on a bag that lasts less than 2 years. Don’t fall for the marketing scam. This company should be avoided, their prices are a rip off for the quality they produce.