Away Luggage Lifetime Warranty
All travelers have a life-long search for their favorite piece of luggage. Hard-sided or soft-sided, carry-on or checked, each and every one of us has a preference and a preferred bag. Sarah's favorite bag, as she often discusses, is an Away carry-on bag. It's her favorite bag she's ever owned, by far. Recently, it met its demise and we had to try out the Away luggage lifetime warranty. Good news: it's still Sarah's favorite bag! Read about the process below.
Note: we include a referral link to Away Bags in this article. If you decide to use it, we may receive compensation. This link is independently collected by Travel on Point(s).
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The Backstory
Before we can discuss the Away luggage lifetime warranty, you need to know the backstory on Sarah's bag. I bought Sarah an Away “The Carry On” style bag for her birthday in 2017. It has been her trusty companion for hundreds of thousands of miles spanning 6 continents over the past 7+ years. Sarah packed for trips of 3 days and trips of nearly 20 days in this luggage. It has carried clothing, toiletries, hair styling tools, artwork, glass bottles, cans, and lots of pairs of shoes. The bag was rolled, hoisted and carried across cobblestone streets, up and down stairs in train stations, on every kind of mass transit possible, checked and put in the overhead bin on hundreds of planes. It has weathered it all. Anyone who has been around Travel on Point(s) since the beginning knows Sarah's undying devotion to this bag!
The Final Trip
Alas, Sarah's beloved Away “The Carry On” took its final journey last weekend on a trip to Albuquerque for the Balloon Fiesta. Upon her arrival at the hotel, she noticed there was a crack in the hard shell. While thankfully the crack was not enough to render the bag unusable for the trip home, but it was large enough that we worried about its structural integrity going forward. Remembering that Away has a Limited Lifetime Warranty, and talking with our ToP teammate Brian Soares, who had a similar experience earlier this year with a cracked hard shell on an Away suitcase, Sarah decided to reach out to the company.
Away Luggage Lifetime Warranty: The Process
Sarah decided to test out the Away luggage lifetime warranty and started a chat on Away’s website. She was immediately connected to an agent, where she explained the situation. The agent asked for pictures of the bag with the damage and the name and email address of the original purchaser. Once she supplied this information, the agent informed her that the bag could not be repaired but that Away would offer an immediate replacement at no cost. Since the exact bag style no longer exists (Sarah's had a battery pack that is no longer offered), and the color has been discontinued, she was offered to pick a replacement from the current lineup of “The Carry On” bags in the core colors. Sarah selected “Coast Blue” and was told the replacement order would be processed right away.
The very next day Sarah received an email confirmation with tracking information for the replacement bag. It actually arrived on our doorstep before Sarah got home from our trip. Color me impressed! No payment information was exchanged. We paid nothing additional for this new piece of luggage, despite having definitely gotten our money’s worth out of the old one.
The new bag has some updated features. First, the compression sleeve between the two sides of the bag now has more zippered compartments. Second, it has a handle built into the end of the bag near the wheels. This helps if you need to pull the bag out wheels first without tugging on a wheel itself. Otherwise, it is exactly the same as the old bag which is exactly what Sarah wanted.
Away Luggage Lifetime Warranty: ToP Thoughts
We not only love the durability of our Away luggage, but we are also very impressed with Away's customer service. In an era when many companies cut costs, reduce benefits, and limit customer service interactions, Away stands out by doing it right. Sarah now has a brand new Away carry-on bag, and I expect it will last her just as long as the first one. With this new bag, she can travel confidently for another 7.5 years, knowing that the company stands behind its products and its customers.
Looking to buy a piece of Away luggage for your next trip? Use Sarah's referral for $40 off your first-time purchase of $125 or more. What are your thoughts on Away luggage? Come over to our Facebook group and let us know.
