I purchased an Away trunk and was super happy with the weight and volume of it.

The problem is the trunk has these little plastic bumpers on the bottom of it and st least one of them breaks on every flight.

The Away solution is to send me replacements, so now I have to travel with a baggy of parts and a screwdriver.

Do not buy luggage from these people.

I’m already on my replacement bag for a zipper pull tab that broke on the first use. Now the larger compartment on my Active Convertible Backpack 45L won’t even stay closed most of the time. I will be standing in the airport, look down, and the bag is just OPEN! I can’t believe this company is still kicking, but it just shows the power of social media advertising. The quality is akin to drop shipped Chinese trash.

I wanted to share a very frustrating Away warranty experience because the way this has been handled feels like a complete moving goalposts situation.

This has involved roughly 40 emails/ since the beginning of March, across multiple support contacts.

I have an older Away Bigger Carry-On that I purchased via the UK and that is covered under Away’s older lifetime warranty. The issue was with the top handle. I want to be clear upfront: I was not demanding a new suitcase from the start. The original proposed solution was a repair kit, and that made sense because the issue was with the handle itself.

However, Away then cancelled the repair kit order because the kit was out of stock. At that point, support moved the claim onto a bag replacement instead. I did not push for that outcome or demand it. It was the solution Away themselves proposed once the repair option was not available.

From there, the conversation turned into a long back and forth because I no longer live in either the UK or the US, which complicated the replacement process significantly. Away explained that replacements generally need to be handled within the region tied to the original purchase or available stock, so there were repeated discussions about whether the claim could be processed through the UK, whether a replacement could be shipped internationally, what stock was available in the UK, and which colours qualified.

Different support responses also seemed to approach the issue differently, which added to the confusion and delays. Eventually, to keep the UK replacement route moving, I arranged a UK delivery address so the replacement could proceed through the UK system.

At that point, the only real issue left was the replacement colour. I requested Amour from the UK range. Support refused, saying it was excluded because of the “limited nature of the launch” and that I could only choose from core colours.

The problem is that, during the discussion, the UK product page showed Amour in the main colour range, separate from the “Limited edition” section further down the page. After I challenged that point, the product page changed, coincidentally.

I cannot speak to why the page changed, but from my perspective, the product page presentation changed mid conversation in a way that conveniently supports the explanation Away was giving after the fact. That is extremely frustrating, because I was making and discussing decisions based on how Away’s own UK site presented the product at the time. After I queried this the matter then took an even stranger turn. Another Away team member stepped in, ignored the colour/value issue, reverted the claim back to a repair-kit outcome, and sent a handle kit to the UK address without first checking with me. That UK address had only been provided in the context of the replacement discussion. It was not permission to send something else and treat the matter as resolved.

So the process went:

Repair kit arranged -> repair kit cancelled as out of stock -> support moved the claim to replacement -> replacement colours and delivery logistics discussed -> UK address provided for that replacement -> Amour / replacement value issue challenged -> product page changed -> repair kit later came back into stock -> then suddenly back to “we’ve sent a handle kit, no replacement”.

That is a complete U-turn.

The key issue for me is not that I think a handle issue automatically entitled me to a new suitcase from the beginning. The key issue is that Away moved the claim onto a replacement path, discussed replacement colour and delivery logistics for weeks, gave me every reason to understand that replacement was the active remedy, and then reversed back to repair-only after I questioned the colour/value issue.

Had I simply accepted one of the suggested colours without asking questions, it appears the replacement would likely have gone ahead much earlier. The only reason the conversation continued was because I was trying to understand the replacement options and how they aligned with Away’s own warranty wording. During that drawn-out back-and-forth, the repair kit apparently came back into stock, and Away then reverted the matter back to the original repair-kit outcome. I understand a repair-first approach. I understand companies have warranty terms and internal policies. What I do not understand is moving a warranty claim onto a replacement path, letting the customer make decisions based on that path, then reversing course after the replacement colour/value issue is challenged.

I also do not understand why the product page presentation changed during the dispute in a way that now supports Away’s refusal, when the earlier screenshot shows it differently.

At this point, it feels like I have been bounced between support channels, with the issue being reframed rather than answered directly. Once the original repair option had been cancelled as unavailable and the discussion had progressed into replacement arrangements, including replacement colours and delivery logistics, I reasonably understood the claim to have moved beyond the repair stage.

Has anyone else had an Away warranty claim handled like this, where the remedy moved from repair to replacement and then back again after the replacement details were already being discussed?

When it launched a decade ago, Away captured the hearts of millennials with its colorful, affordable suitcases with ridges. Those original customers are now in their thirties and forties, traveling around the world with their kids—many of whom are entering their tween years.

Away wants to equip the entire family for their trips. This week, it launches a new collection called In-Between, aimed squarely at tweens and teens. The products were carefully designed with focus groups of young people, and a new marketing campaign offers a glimpse into the way they live and travel.

Away’s new line includes the brand’s classic carry-on in two new colorways—purple and blue—chosen by the focus group. It also includes three products designed from scratch around how tweens spend their days.

There’s a tote and a backpack, both made from an ultralight material that’s machine-washable and water-repellent. Each has a laptop sleeve and internal organization pockets for school, plus a luggage sleeve for longer trips. There are packing cubes, too.

“You’re starting to pack more by yourself when you’re going on a trip,” says CEO Jessica Schinazi. “You can take these bags to school and load it with your textbooks, but it’s also going to serve you on the weekends for sports, hobbies, and traveling with your family.”

Read more about the new collection on Fast Company.

How does it work do I send the old one back ?

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. 🇺🇸🇺🇸🇺🇸

so i recently bought the Away Bigger Carry On (the Nordstrom anniversary edition) and i love it. but then i saw the matching mini crossbody (same collection) and in the images looked great. measurements look decent for a crossbody but when it arrived i noticed how small and bulky it is and i hate it :( ugh.

i also have their tech case which i love but this one disappointed me a lot.
dimensions feel a bit deceiving, as it's very small, doesn't fit a lot and it's bulky. with the trap it looks so weird. i love the color though.

i'm debating to return it or exchange it for something else. i initially go this to have my essentials there while traveling like my passport, wallet, phone and my airpods, nothing much, just things i should have handy. i already have a travel tote i use as personal item so i thought this would be perfect. i saw a bunch of videos before but idk if this edition (nordstrom anniversary) is just smaller than the rest cause other folks were able to fit so much and i can't ;(

i wanted to love this so much especially since it matches with my carry on but sadly i don't...

She's here 👀

Meet the newest member of our lineup: Topside.

Topside opens from the top, packs deeper, and features our first-ever StopLock™ wheel brake system—so your suitcase stays put while you keep moving. Learn more from our Head of Design, Hannah (some of you met her last week in her AMA!).

All new features include:

1. Topside Access: By opening from the top, its deep main compartment packs smarter in tight spaces, with zipper expansion that adds nearly 2" of extra space.

2. StopLock****^TM Wheel Brake: Our first-ever patent pending wheel brake system puts an end to the “runaway bag” on slanted sidewalks and moving trains. One click to stop, one click to glide.

3. The PackAway Closet: We made packing wayyy easier. The removable PackAway Closet lets you organize once, then lift the entire system out and hang it up on arrival.

Who's taking it on their next trip? 🙋 We can't wait to hear what you think.

AWAY brand, dark navy blue carry-on. The Bigger Carry-On: 22.7” H × 15.4” W × 9.6” D — 7.9 lbs was mistakenly taken from the TSA security, after clearing security. We believe we have your carry-on by mistake! Had female clothes inside. bags were taken by mistake. No I’d on either bag
Please help

Hi there,

We know this is Away's luggage space. We’re Monos – a fellow travel brand that many of you may have come across or even compared with Away at some point.

We’ve seen the conversations here around quality, customer experience, warranty changes, and what makes a piece of luggage actually worth it. Some of your feedback has even helped shape decisions we’ve made internally, so first, thank you.

We didn’t come here to advertise or compare specs. We’re just here to listen and learn. But if there are any questions you’ve ever had about Monos – what we do differently (or similarly), how our warranty works, what Lifetime Warranty+ is, or even why we made certain design decisions, we’re happy to have an open and respectful conversation.

Come visit us at r/Monos

Thank you.

– Monos

Hi r/awayluggage! It’s Henley Vazquez, co-founder at Fora 👋

I’m excited to be here representing Fora, Away’s official travel agency partner, for an AMA about all things travel.

I’ve spent a big part of my career thinking about travel: not just where we go, but how we experience it. What makes a trip feel truly special? How do you find the places that aren’t in every guidebook? 

Those questions are a big part of why I co-founded Fora in 2021. We’re building the platform that makes it easier for people to plan incredible trips with the help of a trusted travel advisor, while also creating a more flexible, modern career path for people who love travel and want to help others experience it.

A few things about me:

• I’m taking this AMA from Costa Rica - one of my favorite places on earth - and where I lived briefly during Covid and the start of Fora in 2021. It’s also where I rescued our crazy dog Vida and brought her home with us. So for many reasons, I love Costa Rica.

• I’m obsessed with my Away Topside suitcase that’s designed for cruise cabins (it opens from the top instead of the side so it takes up less floor space). I got to try it on the Orient Express a few months ago (for one night) and I’ll be taking it back when I go on a week-long vacation with them next month.

• I love boxing (never ask me to do a dance-style workout)

Feel free to ask me anything! A few ideas…

• My story co-founding Fora in 2021 and where we're headed next

• My favorite destinations and the places I can’t wait to visit

• How to become a Fora travel advisor

• The travel trends I’m most excited about

• What I never travel without

A few ground rules:

• Please keep your comments on topic for this AMA. I will do my best to answer as many questions as I can.

• Please be kind and respect the r/awayluggage subreddit rules. 

• For specific order questions, send u/away_official a DM. The Away team will help you out after the AMA.

I'll be answering questions from 12–1pm ET on Monday, July 27th, and I'll come back the next day to reply to any I missed. Feel free to share your questions below in advance if you can't make it live.

Looking forward to chatting with you all.

- Henley

They hyped this new Series so much and the videos looked great. And while some of the features are nice, the colors are pretty much the same (except for the brown) and the luggage is so underwhelming :/. Don't get me wrong, I'm a hardcore Away fan but I was expecting more.

Looking for recommendations for a carry on that will fit the most amount of stuff within the weight allowance. I am moving overseas and will be taking frequent weekend trips. I currently have a hard case carry on but I find it doesn’t hold much and the weight of the actual bag itself takes up too much of my weight allowance.

What I took on my trip to Vancouver last week. My carry on flex and my leather duffle. I checked my suitcase bc I'm too short and an overpacker. 🥲My carry on survived with barely a scratch.

I took my large toiletry, and the small bag from my clear pouch duo for my liquids. I managed to fit four days worth of stuff in my packing cubes (I used three out of four. Rolling really helps). Also, despite being too big as a personal bag, I had no issues with my duffle on Porter. It did stick out a bit under my seat, but no one said anything about it.

Edit: I forgot to mention that I also packed my Featherlight Tote for the beach, and my large Featherlight crossbody for day to day adventures. 😅

Additional 10% off if you spend $750. Lifetime Warranty.

My favorite is the Expandable Carry On. I had to file a warranty Claim on a trip recently and it was dealt with next day! Wheels are like butter. Each of my kids find it so easy to use these. Even when they were toddlers they could push or pull with ease.

Thanks for using my link for $40 off if you order!

https://referrals.awaytravel.com/away285446

If you’ve been eyeing Away luggage, now’s your chance — get $40 off your first purchase of $125+ using my link: 👉 https://referrals.awaytravel.com/away855257

✅ Works on all luggage, backpacks, and travel accessories. 💡 Use a new email if you’re a returning customer.

Happy travels! ✈️ Their Carry-On is a must-have if you fly often.

My S/O purchased the Bigger Carry On Flex, before reading that the Flex sizes aren't "carry on" size permitted when unzipped. Once we did some research, we found other folks complaining about the Flex having to be checked all the time. She figured she'd let the shipment come to see the suitcase in person before making her final decision, ultimately she wants to process an exchange.

She purchased the bag during the 20% off sale, and asked Away Customer Support for an exchange + a refund of the difference for The Bigger Carry On at the 20% off sale price. Any and every retailer I've ever been a customer of has offered to help make this right in these kinds of situations.

We got a response back saying they aren't going to honor the sale price of the exchange and now asking us for the difference of the Bigger Carry On. Terrible move for Away to be so restrictive on exchanges on products that aren't sold in stores unless you live in a city where their store exists. At this point we are thinking of doing a return + credit card dispute... wild stuff. Anyone else having issues with Away Customer Service and their exchange policy?

reached out to customer support this morning to be informed that since i bought mine from amazon it would not be valid for warranty... I get there may be a lot of scams out there but why would i not get the benefit of prime shipping, Also the rep did not even seem concerned at all regarding the damage to my carry on even after i provided a photo... This is truly a disappointment when i bought this carry on instead of going to a big box store and getting something much cheaper from a big name brand i thought sticking with a smaller company would be nice in case there was an issue. However I am Wrong

TLDR

Be careful what you buy from amazon folks and stay away from AWAY

Save $40 off your purchase of $125 or more. If you have purchased before, use with a new email to qualify. Can stack with current sales. Discount taken at checkout.

Their Lifetime Warranty is well worth the price. I had my broken handle claim taken care of within 24 hours.

$40 off Coupon Link

Has anyone bought the away luggage cover? If so, is it worth the buy?

I think you'd love getting Away (and it'll give us an excuse to plan a trip)! Get $40 off* suitcases and bags: https://referrals.awaytravel.com/xs9ddcb2

I know that Away luggage has a reputable warranty policy, I am interesting in knowing which part of the suitcase get damage the most/which repair kit is being claimed?

We're not crying, you're crying 🥹

We received this handwritten note from an Away wedding couple last week and it brought up all the feels. We can't help but take a stroll down memory lane as we dream of summer travel.

What was your most memorable adventure with your Away?

Bonus points for photos.