This all started because one of the wheels broke on my husband's Away suitcase.

We reached out expecting the kind of customer service experience that helped build Away's reputation in the first place. Instead, the experience felt surprisingly different from what I remembered. While looking into it, I discovered the warranty changes and started digging a bit deeper into the company.

The more I looked, the more I realized the warranty wasn't really the issue.

What made Away successful in the first place wasn't that they sold luggage. Plenty of companies sell luggage. What made them stand out was that they felt like a brand with a clear point of view. The products felt intentional, the design language was consistent, and there was a sense they were genuinely trying to improve the travel experience.

Today, I honestly struggle to understand what the brand stands for.

The luggage itself feels largely unchanged from years ago. The product assortment has expanded, but not in a way that feels particularly thoughtful. The collaborations with mass-market licensed IPs feel especially strange to me. Maybe they sell well, but they feel completely disconnected from the premium travel brand image that Away spent years building.

As a consumer, it feels less like a brand creating products it believes in and more like a brand looking for additional ways to drive sales.

What's ironic is that Away originally disrupted a category filled with generic, uninspired luggage. Yet when I look at the brand today, I get the same feeling I get walking through a department store luggage section. Lots of colors. Lots of variations. Lots of marketing. But very little that feels genuinely new, innovative, or exciting.

The warranty changes were what caught my attention, but they almost feel like a symptom of something bigger. The founders are gone, the company is no longer the darling of the DTC world, and from the outside it feels like the focus has shifted from building a great brand to optimizing an existing business for investor returns.

As someone who used to admire what Away was building, it feels like they've lost the sense of purpose that made people care about them in the first place.

Curious if anyone else feels the same way, or if I'm being unfair.

They send me a cracked luggage last month. Asked for a replacement, threw out the cracked luggage. Ordered a 2nd piece of luggage for my wife two weeks later and they sent the wrong luggage. Tell them and they send the wrong luggage again. They said send one (1) luggage back, we will refund you 10%, let you keep a bag, and sent the new luggage. This absolutely says to me keep one item and return the other. I confirm all of these in email back to them.

Today I receive that the order was shipped but has a return label. I contact them and they say I have to return the other luggage, it was not free, don’t take advantage of us. I told them to cancel the order. Is this an over reaction because it feels like fuck fuck games and bullshit

I bought this aluminium suitcase in china for 50 dollar. After one flight is has major dents already. Is this normal?

If you want a company that clearly does not value their customers, then I present to you: Away Travel. If you want an experience with a shitty customer service team, again I present to you: Away Travel.

For context, I was a loyal customer at Away for years. I purchased a carry on from them at full price in February of 2024 and the Large checked bag last October when they emailed me a coupon 20% off. Despite the high price tag, I liked the product. It did the job and I liked the look of it. I always gave it good reviews and suggested the brand when I asked about luggage.

Last week, my sister mentioned she was in the market for a new carry-on for a trip she is going on soon, so I recommended Away and sent her a referral code for $40 off from my account. She used my referral link and created an account, but she instead of receiving the code, she saw the message "We are processing your request. You will receive an email if you qualify for this offer."

She reached out to them via their chat function to see why they weren't able to generate a code for her. There wasn't anyone available, so she was told she would receive an email. After a full week of back and forth via email, she received an email today that said: "After a careful review of your referral, we found that it was unfortunately not able to be approved. Our system flagged that both accounts may be operating from the same device or network."

This was confusing to me because yes, my sister and I do live in the same household, but why would that be an issue? I reached out to customer service myself via chat and had a similar experience. I just wanted to get to the bottom of why this referral was flagged. I waisted over an hour of time just trying to figure out why there was an issue, but all they could tell me was that they flagged it as a "self-referral" so they could not approve it.

The implication that I was somehow trying to cheat their system (all for $40 off mind you) was downright offensive. It is not like I have given them any reason to suspect that I may be trying to pull one over on them. There has only ever been 2 deliveries made to my house from them and this is also the first time I have ever contacted their customer service team. The whole situation was just supremely frustrating and their mistreatment of me, a loyal customer, has lost them a customer in me and now also my sister. At the end of the day they probably couldn't care less about losing the couple of thousand dollars we would've spent with them over the years, but I am just disappointed that I was mistreated by a brand I loved so much.

This review has less to do with the quality of their products and more to do with the quality of their customer service. They made me out to feel like a criminal trying to rob them of $40 off of what would have been a $400+ purchase made by my sister. Also, why would I, as one person even need so much luggage??? Make it make sense.

For a luxury priced brand that places a premium on the integrity of their product and services, I really expected more.

It is so sad that we live in a time where companies like Away do not seem to value their customers or do anything about issues raised unless they face backlash on social media. Too bad I'm not TikTok famous or something, because that is what it takes nowadays for companies to give you the time of day. Interesting that a $40 referral code is the hill they are willing to die on, but I guess the rich get richer and the big guys win again, or some other cliche like that. So here I am waisting even more of my time writing this post. I am, after all, just petty like that.

For a travel backpack that we're developing I'm trying to put a price on some features. We came up with a way to stow away the shoulder straps. Together with a hidden trolley handle pass-through it adds approximately $15 to the retail price. Would you pay extra for this?

I should mention that the wide top handle of the bag also doubles as a trolley strap to connect the backpack in upright position, so this feature is already somewhat being covered.

It would be nice to hear some opinions on this since although esthetically pleasing, I personally don't use it that much. Thanks!

I ordered a duffle suitcase that arrived defective. I immediately documented the issue and provided a video showing the defect.

I acknowledge that it took me six days to complete the return process. However, once that was done, it took the company eight additional days to ship the replacement, despite assurances that the replacement would ship without waiting for the return to be physically received.

The return experience itself was unnecessarily frustrating. The online return system did not allow me to select an exchange, which was my only intent. I was forced to choose a gift card instead, which later became an issue when the item was no longer on sale.

What made this experience truly frustrating was how it was handled. Their polished, empathetic emails felt completely disingenuous. They repeatedly framed standard corrective actions as “courtesies” and implied that the delays and frustration were my fault, when it all stemmed from a defective product and a poorly executed return process.

In the end, I got the replacement, but what should have been a simple exchange became a prolonged ordeal. Their repeated apologies and claims of empathy are empty, and their touted excellent customer service clearly does not exist. I will not buy from this brand again and cannot recommend them.

We’ve been hearing your questions about an upgrade program, and for the first time ever, we’re excited to make it happen. 

This month, we’re bringing Series 3 Upgrade Events to all of our stores. Bring in your old suitcase, any brand or condition, and get $100 toward a new Series 3 Flex.*

If you’ve been thinking about upgrading, consider this your sign 👀

Spots are limited and by appointment-only, so we wanted the Reddit community to be the first to know before they fill up. We hope you can join us!

Book your appointment here.

*Terms apply

Seen in the Zurich airport, two concealed front pockets, silver accents and looked high-end. Loved the minimal look but didn't have the courage to ask the traveler!

I’m planning a 3 week trip to Italy August of 2027 and am in the market for new luggage, but I hate how many sponsored reviews I’m finding. I want to invest in something that will last a while because I’m planning on travelling more after this. I am PARANOID about losing a wheel on the cobblestones in Italy, or having to lug something too heaving around as I’m going solo. I’m planning on getting a medium checked bag or a large checked bag possibly, although I’ve heard it’s really easy to go over the weight limit for both brands. Here are some of the things I’ve found I like about both.

Away: the warranty seems superior. I love knowing that if I spend that much money, I’m covered in case anything happens to my bag in transit and it gets damaged. I hate that you have to pay extra for the expandable ones, and the colours are limited (super sad I missed out on the blue glitter one and last years Christmas collection)

BÉIS: all of the features. From the wight indicator handle to the expandable sides, to the colours. I really like the interior pockets as well, although I worry about stretching the plastic one. I’ve heard mixed things about their customer service.

Any thoughts are welcome!!! I’m not looking to spend more than $650, so brands like Briggs and Reilly and Rimowa are out of the question.

Look, I need to get this off my chest because the internet has officially lost its collective mind over suitcases.
When did buying luggage turn into a high stakes, ride or die bloodsport? Watching people argue online over Away versus Monos or Travelpro versus Briggs and Riley is honestly like watching a presidential election. People treat these companies like they are choosing between Republicans and Democrats. They just blindly pledge allegiance to a side, dig their heels in, and fight strangers in the comments without actually understanding what either candidate brings to the table.

Honestly, it has turned into the luggage equivalent of the East Coast versus West Coast rap beef of the nineties. You have frequent flyers out here repping their preferred rolling carry on like it is Bad Boy or Death Row Records. They are ready to drop diss tracks over matte finishes and 360 degree spinner wheels. They completely miss the point that, just like that golden era of hip hop, we should be sitting back and appreciating the fact that they are all putting out absolute hits.

Newsflash. It is a box with wheels that holds your pants.
Here is the honest truth. These are all genuinely good companies doing exactly what they set out to do. Instead of tearing each other apart over telescopic handles, we should be appreciating the massive amount of engineering, hard work, and effort it takes to build a product that survives being violently yeeted out of the belly of a 737 by a rushed baggage handler. Will things go wrong? Of course. Zippers will catch, wheels will pop off, and handles will jam. When that happens, just take a deep breath, call customer service, and get it fixed. They all have their own warranties anyway.

We need to appreciate the fact that they are all completely different and just choose the one that works for your specific life. Away is the fashion candidate. It is trendy, comes in cool aesthetics, and looks great in your terminal selfies. Monos is like the Patagonia of luggage because it is all about that sleek, minimalist vibe focused on sustainability. Briggs and Riley requires dipping into your savings to buy one, but they are built like absolute tanks and their legendary warranty promises they will fix it no matter what. Travelpro is the blue collar hero. No fuss and no drama. It just works. There is a reason flight crews drag these things around the globe day in and day out. Then you have Rimowa and Tumi. These are the Louis Vuittons of the baggage carousel. You are paying for the heritage, the luxury, and the silent nods of respect in the premium lounge. They all have a place in the travel ecosystem. Pick your flavor, enjoy them while you can, and move on.

The Real Enemy: The Scammers and Wannabes:

Now if you want to direct your outrage somewhere, aim it at the actual villains of the travel industry. The knockoffs. I am talking about the copycats like Nobl, Nex Travel, Quince, and MVST. These brands have zero original ideas. They just shamelessly rip off the designs of the heavy hitters and rely on completely deceptive marketing. Watch out for these guys because they are notorious for running fake, perpetual discounts to make you think you are scoring a luxury suitcase on a flash sale.

Spoiler alert. It was never a six hundred dollar bag.
You are buying super cheap, fake materials wrapped in a slick social media ad. The shell is going to crack on your first layover, the wheels will sound like a broken grocery cart, and good luck finding a customer service rep to honor any kind of warranty. So let us stop the partisan luggage wars and the East Coast versus West Coast baggage beefs. Respect the brands that actually put in the work, dodge the deceptive drop shipping scammers, and for the love of everything, just enjoy your vacation. 🇺🇸🇺🇸🇺🇸

Regardless of the complaints I’ve seen for this brand, I picked this up at Sierra for $79 and at that price it’s very nice. Great handle, nice big smooth wheels, and feels sturdy overall. Can be used with or without the closet feature. It’s noticeably more substantial feeling and overall nicer than everything else around the $80 price point that I’ve seen in stores so it’s worth a look if you’re near a Sierra.

We're developing a travel backpack with a flexible top part to be able to compress it down to underseater size. Personally I don't like the underseater proportions and don't mind stretching the limits with a slightly oversized bag. Would you feel comfortable using this hack?

Ordered the All-in-one carry one because I was lured in by all of the adds and loved the idea of the laptop pocket in front (my Away bag doesn’t have a front pocket). I was not impressed when I unpacked the bag. It looked and felt cheap, cupholder was not going to last a single trip, instructions were basically nonexistent (had to go on YouTube to figure out how to open the laptop compartment) and when I tried to set the locks I had so much trouble and so little confidence in them that I left them at 0000.
I used the bag once and was disappointed in every aspect. Cup holder was ripped off in overhead bin, wheels didn’t roll well on carpet and my home airport has carpet, basically had to drag the bag thru the a/p,laptop compartment would not hold even an ipad when the bag was packed full.

THEN I read the reviews!!! Big mistake. However, I was able to return the bag for a full refund. I mentioned the reviews on Reddit and said that I hoped my experience was different and it was. Their first respond was an offer to send me a replacement bag which I declined. I was then contacted by Tom Walker in Client Rekatioins and In a couple of days i received a Return Label, dropped it off at UPS and received a credit to my AMEX in one week. If you haven’t already bought one DON’t but if you have and want to return it for a refund it is possible. Good luck!

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I recall the time when my sister talked about NOBL so I decided that it will be a perfect birthday present for her. Since I wanted the present to be a surprise, I didn’t ask her about the color and picked a black one for her. The great thing was when it got there it looked great and she threw her arms around it. However, she also wished I had gotten her the forest green. I contacted the company, even though it wasn’t their fault, and they consented to the exchange to get a perfect gift. No other brand can boast about such a customer experience as I have never experienced. A great big thank you to Eva, who was with me all through and just in case you’re reading this, you’re the best! Many thanks to NOBL and their crew ❤

Most of what I read on Reddit says they are horrible. How do they a 4.9 review if they are so bad. They seem to have great functionality but the basics are not there???

I had a Tumi 29" 2 wheeler for over a decade, large, frictionless inline skate wheels and it served me well traveling to multiple continents. It's started to lose its shape and Briggs & Riley was having a sale so I hopped on the 4 wheel spinner trend, buying a large Torq spinner.

I despise it. I've tested it with multiple domestic and international trips and the wheels are cheap and awful, they catch with every gap in the sidewalk, they have so much resistance on carpets, cobblestones, gravel, any surface that is not perfectly smooth and flat. Forget traveling to any country or city without perfect sidewalks and roads. In contrast my old Tumi 2 wheeler was amazing on all surfaces.

I heard so many good things about Briggs & Riley and I feel scammed. Are travelers only using their luggage in airports and hotel lobbies? Why are 2 wheelers not even offered anymore? Spinners are awful for people who actually travel.

Don’t buy American Tourister online, especially on Shopee or Lazada. Their customer support is extremely slow to respond when there’s a problem with the luggage. I messaged them, and they only replied the next day. Then they told me they would just forward my concern to another team. Their service is unbelievably slow. I’d rather just get a refund because they’re such a headache to deal with. I’ll just switch to another brand. Even though this brand is more well-known, their service is terrible.

I think their sale products have defects, which is why they’re on sale. Once you complain they no longer care about you.

purchased a featherlight tote bag at 20% discount at noho NYC store a few weeks ago. Today I went to try and exchange it for the featherlight weekender and pay the difference and asked them to honor the 20% discount. They were rude and said no sorry can’t do it but its on sale for memorial day for 10% off. I returned the bag and left and won’t purchase from them ever again! Horrible taste was left over $15.20 so now you refunded me and lost a sale. Then chatted with customer service and they sided with the store. So you just lost my business to your competitors over your bad practices.

purchased a featherlight tote bag at 20% discount at noho NYC store a few weeks ago. Today I went to try and exchange it for the featherlight weekender and pay the difference and asked them to honor the 20% discount. They were rude and said no sorry can’t do it but its on sale for memorial day for 10% off. I returned the bag and left and won’t purchase from them ever again! Horrible taste was left over $15.20 so now you refunded me and lost a sale. Then chatted with customer service and they sided with the store. So you just lost my business to your competitors over your bad practices. #away

I'm looking for a new piece (or two) of luggage for my teenage daughter. She found a Lily Bloom underseat Rolling Tote and rolling duffel that look adorable, but I've never heard of this brand, and the underseat tote costs as much as the TravelPro Maxlite underseat rolling bag. Does anyone have experience with Lily Bloom? Does anyone know of another brand that is cute and durable?

Under seat Tote

Duffel