Away

Just had the best customer service experience of my life. On the flight here, one of my luggage zippers broke. Annie and Jordyn walked me patiently through the super easy replacement process. Within 5 min of entering my email from the original purchase at the store, I had a NEW LUGGAGE for my flight in 2 days. That is a REAL LIFETIME WARRANTY. Will never buy another brand ever again 😇. Would give 6 stars if I could! Great products, even better service!

Had a great experience at the store today! Took it in for a handle replacement as my handle wouldn’t go down at all anymore. I brought it in after calling and confirming they had the part. After dropping it off for service and coming back they said they actually didn’t have the part. I have a flight in 2 days so they completely replaced the bag for me and sent me on my way. I didn’t catch the women’s name but she had long braids and was very helpful. Customer for life!

Highly Recommend! Quality and Reliable Luggage with Exceptional Customer Service. In a world where customer service often feels like an afterthought, AWAY proves that excellence is not just a goal but a standard. My recent experience with their team, particularly Daysha, was nothing short of exceptional—an exercise in professionalism, efficiency, and genuine care. When I encountered an issue with my luggage after years - literally 7 years - I anticipated the usual corporate runaround. Instead, what I received was a seamless, solution-driven approach that reaffirmed my loyalty to the brand. Daysha handled my case with a genuine level of attentiveness and clarity that is increasingly rare in retail. She’s the type of employee every team is lucky to have. The warranty process? Not just real, but refreshingly straightforward. There were no unnecessary hoops to jump through, no fine-print frustrations—just a commitment to making things right. Beyond the product itself, AWAY’s dedication to customer satisfaction sets them apart. They don’t just sell luggage; they stand by it. This is a brand that truly cares. In a saturated market, that kind of reliability is invaluable. If you’re looking for a travel brand that not only delivers on quality - with exceptional aesthetics - but also on trust, look no further. It’s worth every penny and a Smart Investment for Travelers. I’m an AWAY traveler for life.

I usually never write one star reviews, but felt it was warranted in this situation. On July 27th, I walked in to the Manhattan Away store looking for the aluminum version of the “bigger carry on”, as I already owned the larger aluminum version and was a fan of the build quality compared to my standard, hard-shell Away suitcase. The sales representative searched their stock room, and stated that they had one single aluminum “bigger carry on” left, but mentioned that other patrons in the store were asking about the same bag. He sold it to me, quietly mentioning that since I was an existing customer with Away, I essentially was 1st pick. He stated that I had to leave the store with the bag in the white protective bag, so as to not upset the other customers in the store who did not get the suitcase. Fine I thought - I paid for the bag, and flew back to S.F. at the conclusion of my work trip. Fast forward to today packing for another trip, I realized that the aluminum bag sold to me in store is nowhere near as big as the standard hard-shell “bigger carry-on” I have owned for several years. It was the smaller “standard carry-on” size. I confirmed my suspicions by comparing both bags side to side with measuring tape, and cross-referencing the dimensions of both bags via ChatGPT. I checked my receipt, which referenced that I was charged for the aluminum “bigger carry-on” size. This was clearly a sales blunder; either an innocent error, or an attempt to clear existing inventory. Either way, I expect Away to make this right, as I overpaid for the wrong suitcase, and now have a much smaller bag, which I don’t want.

Large Flex Purchased a large Away suitcase and even initialed it. Spent right under $500 in July 2025. I read awesome reviews from travelers about quality and warranty. The following month was its first trip and I was disappointed and disheartened to see the hardshell was half way caved in. I was shocked that a quality company’s product would do this and even more shocked when they said their warranty does not cover it because the bag is still functional. It is now a soft sided suitcase which was not what I ordered and does not function as one. Buyer beware that this company does not stand by their quality which is now seriously in question.

The pros : wide choice of products (probably more than in the stores in the UK) and colors. Good service and personalization of luggage tags. Good value for money compared to high street brands of luggage. The cons : some of models were out of stock.

Good service and long line already in B the morning. We love the dog bag they sell here. The bags are expensive but it’s definitely better quality than any thing out there. Service is quick on early hours. They gave us the wrong color first time but no problem bring back to change.

I went to pick up a carry-on for my trip and the staff was so helpful. Kelly took her time to explain the different options. I walked away with the Bigger Carry-on Flex and feeling accomplished!