Away Travel Customer Service Issues

Order Number: R[redacted]80 I recently received my 6-piece packing cube set in a brown mailing envelope, but I am missing the silicone envelope it usually comes with for storage. I have bought this set twice in the U.S., and it always included a storage solution. I would appreciate it if you could send me the silicone envelope to either the mailing address associated with the order in France or to my address at [redacted] West 24th Street, Apt. 10E, New York City, NY [redacted], USA. Storing the cubes in a mailing envelope is not practical. I look forward to your response. Thank you.

I've been attempting to purchase two gift cards, each valued at $[redacted], but my requests have been rejected twice. Away notified me by email a day or two after filling out the online form. Despite my efforts to resolve the issue, I haven't heard back from Away. I am still keen on buying the gift cards to avoid disappointing the recipients. - Susan H.

I got the green suitcase from my order, but it's much darker than I expected. I want to exchange it, but I couldn't find the order number on the box or an invoice for support. I tried calling the phone numbers provided, but couldn't reach a person or even leave a message. Feeling quite disappointed. UPDATE 3/28/[redacted]: They emailed me the order number, but I still need a return label to exchange it. Waiting on that now. Almost reaching the [redacted]-day mark. Email is [redacted] Thank you!

I've purchased multiple pieces of Away luggage over the years and have always been happy with my purchases. Recently, I bought two larger suitcases. While my husband's arrived complete with a cover, stickers, and dehydration packets as usual, mine was different. Despite saying Away, it came in a non-standard box without a cover or stickers, making me suspect it's an exchanged item. Although it seems unused, I'm disappointed and would appreciate a replacement. The order number for reference is R[redacted]79.

I bought a large lavender flex bag the day of my trip. After packing it, I noticed the handle was bent and not functional. It was inconvenient to travel with a broken handle, especially pushing it through the airport along with other luggage. I am requesting a full refund for the $[redacted].00 luggage purchased at the end of November. Clarice L. [redacted] S 82nd Ct Palos Park, IL [redacted] [redacted] [redacted]

I recently purchased the larger carry-on for an upcoming business trip in around 10 days. After receiving the confirmation email, I noticed that the shipping timeframe is 1 to 2 weeks. This extended shipping duration was not clearly stated during the ordering process, and I would have explored other options if I had been aware (especially since I paid an additional $50 for 2-3 business day shipping). The delay seems to be related to the personalization of the luggage. I am requesting to cancel the personalization aspect to expedite the shipment and receive the luggage sooner. Thank you.

I contacted them via email before March 4th about my luggage being damaged during its first use by the airline. If the luggage is so delicate, I believe I should either return the brand-new set for a refund or swap it for their metal style. I haven’t received a response yet, and their customer service has been very frustrating. I was planning to buy their luggage as graduation gifts for my grandchildren, but I've changed my mind now. All I'm asking for at the moment is return labels for the four pieces of luggage I recently bought. I am really frustrated with this situation. This is not how a business should be managed!

I made a purchase from Way Travel on March 13. According to their FAQ, orders are supposed to ship within 1 to 2 business days. This means my order should have shipped by March 17 at the latest, or even by March 16. I emailed their customer service on March 17 to ask about my order, and they replied the next day saying they would update me once they heard back from their team. It is now 4:30 PM Eastern time on March 21, and I haven't received any further communication from Way Travel. When I checked online, my order status still shows as shipment pending.

Hello, I would like to report an issue with the green larger carry-on I bought. The telescopic handle is not retracting back into the bag. I made all my purchases online, so I believe you should have my order information. If the dark green case is unavailable, a black one would be acceptable. I appreciate your assistance. Thank you. Rhonda C. Email: [redacted] Phone: [redacted] Address: [redacted] S Columbia Circle, Tulsa, OK [redacted]