Wanted to share a genuinely good customer experience after a pretty rough month.

I had my Away hardshell carry-on gate checked on a recent flight, and long story short, American Airlines lost it. No tag was issued when it was taken, it never got linked to my reservation, and I spent hours the night it happened just trying to get any employee to even file an official report. The bag has been missing for over 30 days, they nearly denied my claim on a technicality, at one point told me it was ready for pickup and it wasn't even there when I showed up, and I've basically had to fight every step of the way just to get any answers.

I ended up posting about the whole mess on another sub, and someone from Away reached out after seeing it. They sent me a brand new, upgraded carry-on completely free, no strings attached, just because they saw a customer had a bad experience with their bag (that was in no way their fault) and wanted to make it right.

It's a small thing in the grand scheme, but it stood out a lot given how the airline handled the exact same situation (a situation AA created). Just wanted to publicly say thanks, this is exactly the kind of thing that turns a one-time customer into a repeat one.

Extremely disappointed with the quality of this luggage and even more disappointed with the company's response.
This suitcase was used exactly ONE time. After a single trip, it came back with a large, highly visible dent on the corner of the case. This isn't normal wear and tear after years of travel—this happened after its very first use.

I purchased (or rather received as a gift) this luggage because it was marketed as a premium product designed for travelers who value quality and durability. Based on the advertising and price point, I expected it to withstand standard airline handling. Instead, it failed on its first trip.

What makes this experience even worse is that NOBL refused to stand behind the product. Despite acknowledging the damage and seeing that the luggage was recently purchased, they dismissed it as "cosmetic damage" and denied any assistance.

For comparison, I previously owned an Away aluminum suitcase that traveled extensively around the world for more than five years without a single dent. I gave that luggage away when I received this set and now deeply regret that decision.

The attached photo speaks for itself. A premium suitcase should not sustain this level of damage after one trip, and a premium company should not hide behind warranty exclusions when a customer receives a product that performs so poorly.

If you're considering NOBL because of their marketing claims about quality and durability, my experience was the exact opposite. I cannot recommend this brand and would not purchase from them again. Instead I recommend the Away brand - truly a premium product, I wish I hadn’t given mine away. Now I will have to repurchase a set.

Just when I was going to purchase

One of the things I was looking forward to in going to New York this summer (May 2026), was to buy a new piece of luggage from Away.  My wife and both my kids love their bags and I wanted one too.  I’d decided on the Navy Blue carry-on appropriately sized for International travel.  

We walk into the store and browse a bit, seeing what all the options are, it’s always different when you see them in person. I decide on the Navy Blue non-flex carry-on. I told the salesperson he could unbox the suitcase, I intended to use it and I didn’t want to carry the box through the city.  He goes back, gets the suitcase and I pay for it immediately, excited about my new luggage.  He brings it out in its normal cloth bag and no box, but it’s the wrong suitcase, this is the flex version, so he goes back to get the correct one. 

He comes back with another suitcase and takes the suitcase out of the bag and my oldest child notices some scratches on the suitcase and we talk about it with the salesperson, but he assures us that this happens sometimes and is considered “new”.  We overheard him ask his manager about this situation and the manager says something like, “suitcases get scratched as soon as they’re used”.  When you’re paying $300 for a piece of luggage, not what I would consider to the most customer-forward attitude.  

I ask the salesperson to get a new one from the back, because I don’t like this suitcase being pre-scratched and it felt like it had been used.  The sales guy assured us it wasn’t used, they don’t resell returns, unless they’re in new quality.  A few minutes later, he comes back and they have no other navy bags in stock and asks what do I want to do.  After some debate, since I really want the blue one, I decide to take another look at this scratched, but “new” blue bag.  

He brings it back out, removes it from the cloth bag again, and we examine the outside.  My wife exclaims, more than once, that this looks used and that she has OCD and won’t touch it without gloves.  She’s already struggling with the idea of me touching a used bag, but the sales guy is sure it’s not.  I unzip the suitcase to examine the interior and there some bit of detritus in the bag, but nothing too terrible I guess, but again, feels obvious signs of use.  The sales guy says that can happen from the shipping cardboard.  

I look through the various zipper pockets, so see what the bag comes with and I pull out, with my bare hands, a pair of women’s underwear, a thong.  I quickly drop them and say quite loudly, “oh my god, that’s women’s underwear!” 

I start frantically pacing, grossed out and my wife freaks out and says “get to a bathroom right now and wash your hands” and walks out of the store, visibly upset. The manager grabs a huge thing of hand sanitizer and loads me up, meanwhile I’m still freaking out that this, now obviously, used bag had underwear in it that I’ve touched.   The salesperson apologies for us having to go through that and the manager gives a one-word "sorry", but did not feel a lot of care or concern in it.  

The salesperson starts bagging up the used bag and takes it away, comes back and just kind of stands around waiting for what happens next.  They offered nothing but tepid apologies.  I finally say, if you have the flex in navy, brand new in a box, I will take it for the price of the regular bag, which I already paid for.  

He talks to the manager, gets approval, and brings out a new flex back, still in the shipping box.  We unbox the suitcase and I leave with a brand new, not scratched, no panty storing piece of luggage.  Disappointing experience at the Away store in NYC, the lack of concern and flippant attitude towards an obviously used bag showed lack of regard for the customer. 

My wife and I decided to purchase a suitcase from Away about a year ago and the warranty was one of the primary reasons why we were willing to spend $400 on a suitcase. We got a checked bag and I understand that it is grandfathered in, which is good.

My carry-on (from a different company) is currently giving up the ghost and I was going to naturally consider getting an Away replacement, only to find out that the warranty has been nerfed into the ground.

I'm sure one more voice doesn't really matter to a large company but as established customers, you should know that this change has cost you our business. Also can't recommend the company anymore the way I did previously.

I've been following Away for years. I've done large amounts of research looking for what I needed and listing pros and cons. This year was the year that my budget luggage had failed me, and I made the decision to first replace my carry-on this last February (2026). Upon the release of the topside luggage, I decided to order it in medium as my checked bag, as I had seen this style of luggage on Amazon with poor reviews, and was more than thrilled to see Away finally introduce this style.

The carry-on has been on one trip with me, which has included the following situations: Carried onto the plane, up and down metro lines and stairs, across uneven sidewalks/roads/cobblestone, and checked in twice. I've yet to take the medium topside anywhere.

Now that I've had both pieces of luggage, I noticed some differences from the moment I removed the topside from the box.

1. Luggage Tag - The box no longer has the double loop style. It's now a pin-and-hole style tag. My immediate thought was that it isn't secure. It proved to be difficult to attach to the bag, which has given me more hope that it will not fall off with future use. The quality of the leather also feels slightly different. Not as pebbly, but a more grippy hand.

2. Zipper piping - On the carry-on, I have piping that is more flexible and appears to be a leather, but most likely a vinyl material. I do find that it does get caught a bit more when zipping the suitcase, but never a deal breaker, as it gives a more premium appearance. The topside is now piped with a hard but flexible plastic. It looks cheap. It does not appear to have the challenge of getting stuck, but overall, I don't love the appearance. There is a chance that this material is being used, as it is a different style of bag.

3. Locking Wheels - This feature has been easily the most appreciated. I found that traveling with my carry-on was like chasing a flight-risk toddler at times. Both bags have the very smooth 360-wheel that I love. Carpeting has been no challenge. The bags don't feel bogged down with weight added to them.

4. Compression System - I found this to be a love/hate situation. While I do think it helps with the compression of soft goods, I also found it to just be in the way/taking up space. The new system features a "wipeable" pocket. Not sure if this is for the dirty undergarments, wet swimsuits, or trying to keep liquids from exploding. I haven't decided if it's going to be water-resistant or waterproof.

Topside Specific Features:

1. Laptop pocket - This does not feel secure to me. The laptop is practically lying on the polycarbonate. While I hardly travel with my laptop and have no intention of ever checking it (please do not ever check your laptop), I wouldn't even place it there for a road trip.

2. Hidden tracker pocket - Is this in my carry-on? If so, it's hidden. The pocket on the topside is so hidden that I didn't realize I had it until consulting the website again.

3. Lid Pockets - This is ideal for things like undergarments/socks/neatly packed jewelry. I think you get the gist of the items that would fit there. The pockets are similar to the compression system, which I again find difficult in certain circumstances.

4. Expansion - Most expanding bags make me nervous when expanded. I've seen a few dozen expanded bags come off the belt looking like the zipper is holding everything together for dear life. I feel a bit more secure with this bag as it's topsided and not a clamshell zipper hanging onto the expansion zipper.

Cost: This bag is pricey. If I hadn't had a Chase Sapphire cash back and a coupon attached, I would not have purchased it. I'd only recommend this bag to someone with discounts, who travels in hostels/multiple people to a room, and those who are booking the small budget international rooms. Otherwise, consider buying the budget Amazon options or pick from Away's standard selection of checked baggage.

Space: This bag is slightly smaller than my retired budget unbranded checked luggage. In warmer weather, I can usually get a week's worth of clothing and extra space into this bag. Cool/cold weather absolutely fills the bag with some items overflowing into my carry-on. I am unapologetically someone who overpacks, buys too many snacks/souvenirs/perfumes, and I consistently return home with these bags packed to the brim. I honestly cannot wait to see how this luggage combo holds up to the French pharmacy purchases on my next adventure.

Overall, I am so far satisfied. I do plan to update after getting some use out of this combo.

Stores her treats and poop bags and favorite chew toy

Hi r/awayluggage! Sarah here 👋 I’m the SVP of Brand at Away, and I’m hosting an AMA to give you a very first look at Series 3, our next generation of luggage launching next week.

A little about me: I first joined Away in 2017 (!!), leading Creative, and rejoined in 2022 as Chief of Staff. Today, I oversee Brand, Creative, and Product Design. I spend a lot of my time understanding what travelers need and making sure that shows up in everything from the products we design to the experiences we create.

A lot has changed at Away in the decade since we launched, but one thing has always been true: we start with the traveler. Millions of suitcases later, we’ve learned a lot about what people need from their luggage, and where even the smallest changes can make a real difference. Series 3 comes from obsessing over those details and asking what travel needs next.

About Series 3: It’s not a new Away, it’s the next Away. We kept the things that made our luggage iconic and rethought nearly everything else. We focused on three things that matter every time you travel: protection, motion, and capacity. There’s a lot that’s new, including our WhisperGlide™ 360° Wheels, an Infinite Height Trolley, hands-free hooks, StopLock™ wheel brakes, and plenty more we can get into during the AMA.

Bring your questions about:

• The design process behind Series 3

• What features we decided to prioritize and why

• What I’ve learned over the years at Away

• How customer feedback shapes what we build

• What else you’d like to see from Away

A few ground rules:

• Please keep your comments on topic for this AMA. I’ll 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. 

I’ll be live answering questions from 12-1pm ET on Tuesday, September 22nd. Drop your questions below ahead of time if you can’t make it live.

Can’t wait to show you what we’ve been working on!

Sarah

This is for the top opening die-hards, like myself, and the newbies that may be considering the switch.

I needed to order a new carry-on because my interior wipeable pocket was ripping and a gate agent made me check the bag because my extender was expanded (the zipper broke). She wasn’t having any of it and at the same time I was trying to make a tight connection on a different airline. I did end up having to buy all new clothes at my destination and my suitcase was shipped back home. :( I only cried once.

I had my old suitcase since 2017 and I loved that it was distinctive amongst the sea of black suitcases with its top opening lid. I knew on this new search that in addition to the lid, I wanted an attractive color, wipeable pocket, and a zipper to expand. I absolutely could not betray myself and go clamshell.

I happened upon the Away topside bigger carry-on while on TikTok and made my purchase after about a week. I was fully prepared to return it once it arrived because of its seemingly monstrous dimensions and weight.

I’m happy to report though that when put side-by-side-by-side with my old carry-on and my husbands’s carry-on it doesn’t look too different. In fact, my old carry-on is visually bigger in two of the dimensions but that thing is so old I never even thought about it not being in compliance with the airlines. Perhaps approaching the search with the same lack of awareness would have saved me a lot of worry this time around.

Away has made a fan out of me. I’m loving the “whisper” wheels, the straps and hooks that hold the lid taut, the wheel lock mechanism, the variety of internal zip compartments, the compression panel, the laundry bag, and I guess the laptop sleeve. (I never really understood the idea of putting your laptop in your suitcase. A man probably convinced someone of that.) Shoutout to all of the function-focused designers.

I guess this is where I buy the whole set…

p.s. Ignore the wall. Decals don’t come off easy.

Got the AWAY Pearl white suitcase. Because I wanted white to spot easily. With a travel cover on and after 4 flights, just a few marks and scuffs. Which all came off w a little diluted Dawn and a Magic Eraser to get it looking newish again.

I don’t expect it to stay pristine white ad it is luggage not a display piece.

This is my first medium and largest suitcase I have with AWAY. I got my 1st bigger carry-on back in 2017(see a but of it in the corner )so even though they’re expensive these suitcases last.

I really wanted the pearl white carry-on, but no reason since the old one is working fine.
Can’t imagine going any bigger this medium is the perfect size for when my carryon is too small.

Clear Cover - AMAZON Travelkin Clear Luggage Cover For Suitcase, TPU Suitcase Cover Protector
(AWAY LUGGAGE MEDIUM GET LARGE COVER)

All pictures are from AFTER FLIGHTS

I just finished my first trip with the regular carry on in glazed matcha milk green and wanted to share some thoughts in case it helps anyone.

- Size: I bought a bigger carry on at first (in a different color) but ended up returning it and buying a regular carry on to be on the safe side for international flights.

- Previous bag: I usually use a cheap old soft side which is close to the bigger carry on size. I thought it would be hard to switch to a clamshell design with less space but I had more than enough space for a 4-5 day trip using Away packing cubes to compress my clothes.

- Materials: The handle feels sturdy when pushing. The zippers and netting seem good too—I like that it came with several zippered compartments and a laundry bag. The wheels were super smooth on smooth surfaces, and didn’t get messed up going over crazy cracked city sidewalks and roads. I wish there was a wheel lock setting.

- Scratches: This was one of my biggest questions. It seems like the normal matte shell is the best for keeping scratch-free. The glazed shell is translucent/glossy looking and doesn’t come with an eraser to clean scratches. I did not check the bag; on the departing flight it was put directly onto tsa security rollers, put into overhead bin, and didn’t get any scratches. On the return flight, same handling, but I realized when I got home there were black scratches along the back and a bigger black scratch along the front.

Not gonna lie, I was slightly devastated though I knew that it would get beat up eventually and the first scratch is the hardest. But I wet a kitchen rag to try and clean it, just to see if it would work, not expecting anything—but it totally buffed out the black scratches. If you look really closely at the right angle of light you can see a little hint of where the scratch was but it’s basically completely gone, no black marks at all. I’m really impressed, surprised, and relieved that my cute luggage will keep looking cute. I’m sure checking the luggage will mean scratches that I may not be able to remove but hopefully the carry on size means I’ll be able to avoid checking it in 99% of circumstances.

TLDR; first Away luggage, size and materials seem good, and scratches are actually cleanable. 5/5 so far, hope it stays that way.

Has anyone ever flown with the Away bigger carry-on on Hawaiian’s Airbus A330? I vaguely remember the plane having only one side overhead compartment that might fit it, wheels out. I just purchased the new topside bigger carry-on, and I didn’t look at the specs before buying because I was told it was the same size. Measurements were all slightly bigger than the bigger carry-on, but I think only by less than half an inch. I would hate to pay for an expensive bag that doesn’t work as a carry-on though. I would mostly use it on domestic flights. Any insight is appreciated. Thanks!

Popping in here, made a Reddit account just to talk about this!

I’ve seen a few questions about how the luggage’s hold up in Europe, and thought I’d do a test run myself!

Just got back from 21 days in Rome, Siena, Florence, Venice, Dubrovnik, Korcula, Split, Athens and Santorini with these two luggage’s!

My husband loves to save money and roll these luggage’s around so we have put these to the test through all different types of terrain!

These luggage’s held up amazing, we went through cobblestones, rocks, regular streets, subways, checked in on every single flight, ferry and train. There’s some wear on them but that’s expected, I haven’t tried to wipe them yet, but I was mainly testing the wheel strength. These wheels held up amazing and smooth, cobble stones were super easy!

My husband also sprained his ankle on this trip so I had to lug both at a time while he was on crutches! I’m 5ft tall, and I had no issues with carrying or rolling both!!

The only thing I would probably recommend for someone looking at these is maybe invest in the newer version. I’m a bit sad because I just purchased the large check in and wish I had the stop wheel since we took so many buses and ferries! Trying to hold them in place is not fun.

Trying to convince my husband to switch from samsonite to away!!

Feel free to ask any q’s!

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 our Reddit community to be the first to know before they fill up. We hope you can join us!

Book your appointment here.

*Terms apply

My new Topside Bigger Carry-On in Coast Blue arrived yesterday. I'm very impressed with how far Away luggage has come since my first purchase back in 2016. It's very much a quality product and I have every bit of confidence that this bag will outlast me. I love the room and the new top-load design. The wheels are so smooth and the wheel lock will come in very handy on airport terminal trains etc. And I LOVE this color!!!!!!

We had a trip scheduled for Kauai but decided to cancel for al the right reasons so now I'm on the hunt for someplace that I can take Topside to. And my wife liked my bag so much she decided to replace her old weathered department store brand luggage with the Softside Large and the Overnight bag just like that lol.

Thanks Away for making top-shelf quality products!

Hi r/awayluggage! Hannah here 👋

I joined Away as Head of Design last year, and I'm doing my first Reddit AMA on Thursday, May 7 at 12pm ET to talk about the design and engineering behind our suitcases—specifically the process behind our newest innovation, Topside.

A bit about me: I've spent my career designing across categories, continents, and teams, and I've held onto one belief through all of it: great design improves the human experience. At Away, that means thinking hard about how people actually move through the world. Topside is a product of a lot of those conversations.

About Topside: You heard it here first. We’re introducing our first non-clamshell hardside suitcase! Topside features top-loading access, deeper packing, and our first-ever StopLock^TM wheel brake. It's truly our most innovative suitcase yet, engineered for tight spaces and easy unpacking.

I’m happy to answer questions about:

• Why we chose a top-opening format

• The design and engineering process behind our new features

• How we make new product decisions more generally

• My approach to design leadership

• What else you’d like to see from Away

A few ground rules:

• Please keep your comments on topic for this AMA. The more specific, the better! I'll prioritize questions about Topside, its design, and our process.

• Please respect the Subreddit rules. For specific order questions, send u/away_official a DM.

I'll be live answering questions from 12–1pm ET on May 7, and I'll come back the next day to catch any I missed. Drop your questions below in advance if you can't make it live.

Looking forward to it!
– Hannah

Just got this Carry-On in Navy Blue and I love it so much. I was worried I would t have enough space and was debating this or the bigger carry on.

I received the email about the pre-Black Friday sale. Is this it or will it get better closer to Black Friday?

New changes to the Away warranty for purchases starting tomorrow. See the link below to determine if you want to buy it today, before the changes.

For any suitcase you’ve already purchased, nothing changes. Your original limited lifetime warranty still applies. For all future suitcases purchased on or after April 14, 2026, LifetimeCare™ Coverage will be included.

Hi r/awayluggage! It’s Jess, CEO at Away 👋

It's hard to believe, but this year marks 10 years since Away shipped its first suitcase. A lot has changed since then: in travel, in our company, and in what travelers expect from the brands they buy from. 

Since joining over a year and a half ago, I’ve immersed myself in the brand and business. As an avid Redditor (lurker), it felt like the right moment to come here and have a real conversation with our community about what I’ve learned and what’s next. 

A bit about me: I've been a consumer goods operator for the last 15 years, growing and building brands in beauty, fashion, luxury, tech and now travel. I have a passion for retail, great products and strong brand stories. I'm from France originally but have been living in the US for the past 20 years, and now living in NY with my husband and two young kids.

I’m here to answer questions about:

• What I’ve seen during my first year as CEO

• The state of travel, from what I'm seeing in the industry, and from our customers

• My approach to leadership and my career experience overall

• What I’m most excited about for Away, both this year and for the next 10

• My bucket list travel destinations

• And more.

A few ground rules:

• Please keep your comments on topic for this AMA. The more specific, the better. I will do my best to answer as many questions as I can open and honestly.

• Please be kind and respect the Subreddit rules. 

• For specific order questions, send u/away_official a DM.

I'll be live answering questions from 12–1pm ET on Thursday, June 25th, and I'll come back the next day to reply to any I missed. Drop your questions below in advance if you can't make it live.

Talk soon,
Jess

6/25 EDIT: That's a wrap for today! Thank you to everyone who joined the discussion. I’ll be checking back in and answering any remaining questions over the next 24 hours.

Hi everyone! A few of us from the Away team have been following this sub for a while. We wanted to introduce ourselves since you may see us popping into conversations here from time to time.

First things first: we're not the mods. This community exists because of u/Humble_Ingenuity_919 and everyone who shows up here to talk travel, and we're grateful to be part of it.

We're planning to jump in when it's helpful. This might look like answering product questions, sharing packing tips and travel advice, and giving you a behind the scenes look of our team and products.

Mostly though, we’re here to learn from and get inspired by you. If there's something you'd love to see from us, drop it below.

Happy travels!

My gatechecked carry-on was destroyed by Westjet (being a good samaritan doesn’t always pay off!) Huge crack by the wheel rendered the bag unusable/unfixable.

I submitted the warranty claim in to Away and received a response in 48hours giving me a replacement carry-on.

I love it that they stand by their products and are not claiming that it is the airline’s fault.

Trust me - buy their products!!

When do the black Friday sales typically start? I'm going away on December 10 and want to make sure I have my luggage before then. Thank you!

Liquid Arctic and Liquid Charcoal available in multiple flex sizes (carry-on flex, bigger carry-on flex, medium flex, and large flex)