What Happens When Your Luggage Gets Destroyed at Baggage Claim? It Depends on Your Warranty.
Every traveler has felt that baggage carousel dread: scanning the line for your luggage, only to watch it emerge with a cracked shell or a wheel missing in action. It’s a common reason for a warranty claim—and yet, many "lifetime warranties" in the luggage industry don't actually cover it.
At Away, we’ve learned that the journey is just as important as the destination. That’s why we’ve evolved our approach to coverage with Away LifetimeCare™, a commitment that reflects how travel actually works—unpredictability and all.
The Industry Gap: Manufacturing vs. Real-World Travel
Traditionally, luggage warranties are limited to manufacturing defects—things like a zipper sewn incorrectly or a wheel that was loose from the start. These policies are designed to protect against how a bag was made, but they often explicitly exclude the very thing travelers fear most: travel damage.
If an airline baggage handler cracks your shell or a porter is a little too rough with your bag, many brands will tell you you're on your own. At Away, we believe that if a suitcase can’t safely carry your belongings because something broke along the way, we help get you back on the road.
Why We Do It: A Customer-First Commitment
Our shift to Away LifetimeCare™ Coverage (for all suitcases purchased on or after April 14, 2026) was driven by what we’ve learned from a decade of travel and a simple, customer-first philosophy: designed for durability, not disposability.
- We stand behind every mile: We firmly believe that suitcases should be built to stand up to travel’s toughest moments. That’s why we explicitly cover functional damage—damage that keeps your suitcase from doing its primary job—including functional damage caused by airline mishandling, drops, bumps, and rough handling by porters or valets.
- A Repair-First Approach: We want to keep your suitcase on the road as long as possible. Our LifetimeCare specialists prioritize repairs through DIY kits, in-store services at our 17 global locations, or our dedicated service centers.
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The Safety Net of Replacement: We know repair isn’t always possible. For the first five years, if we are unable to fix covered functional damage, we provide up to one replacement to help get you back on the road.
Proven Durability: The AXT™ Standard
Our belief in our products isn't just a sentiment; it's backed by rigorous data. Every Away design undergoes our proprietary AXT™ Performance Testing, enduring over 850 hours of travel simulation and more than 80 individual tests before it earns our name. From “The Freezing Drop Test” to “The Grip Test," we simulate the harshest conditions to ensure your luggage holds up.
The result? 94% of Away luggage ever sold has never utilized a warranty repair or replacement. We stand behind that durability, which is why we’re continuing to invest in lifetime repairs to help keep your suitcase in service longer.
Coverage That Goes the Distance
We want our support to be as enduring as your suitcase.
- Years 1-5: Repairs for functional damage (from manufacturing defects or travel) are complimentary, including round-trip shipping. If repair isn’t possible we’ve got your back with up to one replacement if needed.
- Years 6+: Repair support continues for the life of your suitcase, while in-store repairs and shipping remain on us.
- LifetimeCare Pro: For travelers who expect even more miles ahead, an optional $35 upgrade extends complimentary repairs to 10 years and doubles replacement protection to up to two suitcases.
Travel is unpredictable, but your support shouldn't be. Whether you’re navigating a cobblestone street in Italy or a busy terminal at JFK, Away LifetimeCare™ is built to keep you moving.
Note: If you purchased your suitcase before April 14, 2026, you are still covered under our original limited lifetime warranty.