awaytravel.com Reviews
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1.7 / 5
Average user rating
921
Total reviews
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We aggregate and refresh feedback continuously so you can gauge real customer experience and service quality for awaytravel.com.
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awaytravel.com Reviews
Read real experiences from customers of awaytravel.com.
Brands may not incentivize or pay to hide reviews.
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Aimee Audette
March 24, 2026
ZERO STARS
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.
Jodie Lethgo
March 18, 2026
Two Bags Failed in Under a Year
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!!!!!!!
M M
March 14, 2026
I purchased a convertible backpack
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.
Eddie Sachs
March 10, 2026
Commuter Backpack Problem
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.
Eileen Potrock
March 7, 2026
Horrible customer service
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.
thomas g
March 7, 2026
Great customer service
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 !
customer
February 25, 2026
Away replaced my old carryon that had…
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.
Julie C
February 24, 2026
Excellent experience
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.
John Doe
February 21, 2026
Poor customer service and false advertisement by Away Travel
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.
Ashley Armstrong
February 18, 2026
I am disappointed with the customer service
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.
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