Updated Review of The Carry-On from Away

It’s the suitcase you’ve seen everywhere, and it’s one of the things that I get asked about the most. I first shared my thoughts on The Carry-On by Away shortly after it arrived on my doorstep; after regularly traveling with it for a year, I figured it was time to provide an update.

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note: this post is not sponsored and I paid for this product myself, however, this post contains affiliate links.

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Today I’ll be revisiting my thoughts from a year ago, describing my experience with using Away’s warranty, demonstrating how to replace the battery housing on the older model, sharing my methods for cleaning and storing, and finally, detailing how I feel about the suitcase today and if I think it’s worth the cost. It’s a lot to cover, so let’s jump right in, shall we?

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Revisiting my first impression of the Away Carry-On

In my previous post I shared the following list of likes and dislikes, and though these were written after one weekend away, they all still ring pretty true:

What I love about the Away Carry-On:

The suitcase is crazy light

As in, “Are you sure this is as durable as they say?” light. Time will tell if it really is as durable as they say.

It rolls so smoothly

I’ve been using a four-wheeled suitcase for a few years now, but this one could turn on a dime, and it doesn’t curve to the side when rolling like my other suitcase.

The battery pack

It arrived fully charged, but since we were driving everywhere, we didn’t need it. However, I think it will be really useful when waiting on planes and riding on trains (or when trying to find a wifi spot at 3% while walking in a new city).

The TSA-approved lock

I love that the lock is built-in. My heavy lock is part of the reason the zipper on my old suitcase is breaking, and to be honest I would sometimes be too lazy to lock it. With a lock right on top, there’s not much of an excuse to not lock it.

The built-in laundry bag and compression pad

The laundry bag rolls down to fit in its hold when empty, and the compression pad works to eliminate bulk in half of the suitcase.  See them in action on Away’s Instagram.

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What could be added or improved:

Storage for the wall charger

One of the corners at the top would be perfect for creating a small (maybe lockable?) nook for the plug and cord to sit in without compromising much space inside.

An international wall plug

The suitcase is an international size, and the plug converts the voltage of the outlet you are using, so why does it only come with the standard US two-prong plug? (Update: Away now provides adapters for their charger!).

A hand-hold between the wheels

To be fair, I never would have thought of this if my old suitcase didn’t have one, however, I find it super helpful for hoisting bags into the overhead bin. Again, this is a small but very handy addition that wouldn’t eat up too much space inside.

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My Experience with Away’s Warranty Replacement

Have an Away suitcase and are curious how the warranty replacement process works? Here's my experience:

The suitcase I’m toting today is not the original one I purchased – that one has been replaced under Away’s lifetime warranty due to excessive scratching and dragging over the cobblestone streets of Rome. While pulling the suitcase behind me on two wheels to minimize contact between the wheels and bumpy roads, the mid-section between the wheels had nearly constant contact with the cobblestones.

If I were taller, the angle at which I pull the suitcase behind me would increase vertically, reducing this issue. However, I’m 5’4″ (the average height for a woman from the USA), and this should not have been an issue.

I contacted Away first over Instagram in June 2017 and then moved the conversation over to email. Customer Service suggested that I roll the bag on four wheels instead of two (which is noisier and not always possible), and also offered to provide a shipping label to accommodate an exchange. I shipped it back in, and the new one arrived a few days later.

I wish I could say that this was no longer an issue, but my new suitcase has scrapes in the same spot, acquired on curbs and other cobblestone streets. The easiest way for Away to correct this issue would be for the handle to have several additional height settings, though I’m not sure this will end up being addressed.

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Replacing the Battery Housing in an Away Carry-On

This tedious process is no longer necessary as Away now ships all Carry-Ons with a removable battery slot - but if you have an older version like mine, here are the step-by-step instructions to replace the battery housing:

The second time I contacted Customer Service was in regard to the battery housing. As of January 15, airline carrier Delta has required passengers to remove the lithium-ion battery from its housing, even when passengers are carrying the bag into the main cabin.

In May, Away sent an email to customers letting them know their battery housing could be replaced in one of three ways: by shipping in the entire suitcase for Away to handle replacement (they provide the mailer; the process takes about four weeks), stopping by one of their stores and allowing staff to handle replacement (stores located in NYC, LA, SF, and Austin), or requesting a DIY kit to complete at home.

I opted for the DIY kit, assuming it would arrive in time for our Delta flight to Puerto Vallarta. Sadly, the first shipment was lost by UPS and it did not arrive in time. Away offered to overnight a new one, but due to stocking issues it too did not arrive in time. I waffled back and forth between leaving the battery in the bag as likely not every Delta crewmember would be looking that closely, removing the battery ahead of the flight and carrying it in my tote, or just leaving the battery at home.

I looked online for reviews and found enough Delta horror stories in the reviews on Away’s Facebook page and just decided to leave the thing at home (the battery can be used as a portable charger, but I already own a pretty powerful one that fits nicely into my small purse).

As it turns out, my assumption that the staff wouldn’t be checking very closely was correct, and I could have gotten away with leaving it in my bag. I would suggest doing that at your own risk, however, if you still have the old housing. If requested by airline staff, you will need to remove the battery via the inside of the suitcase at the airport, which is not necessarily a hassle-free feat. When I arrived home from Mexico, the new battery housing shipment had been delivered, and I completed the installation on my own in about fifteen minutes.

The instructions were pretty straightforward, and I had a general idea of what I was switching out from watching the video a few weeks prior. I simply opened the zippered lining, removed the pieces of tape covering the screws and the screws themselves, dislodged the old handle and battery housing piece, inserted the new piece, and reattached the screws and tape. The instructions were correct that inserting the new handle would require some muscle, and I found that two of the screws (letter “B” on the instructions above) were slightly more challenging to replace, but otherwise, there was no issue.

If you need to replace the housing in your suitcase and don’t live in one of the cities with a store location, I would definitely encourage you to just order the DIY kit. There’s not much need for shipping the case all the way back and forth (besides, you don’t want to be without your suitcase for that long, right?). My only complaint? I’m stuck with the old handle and don’t yet have a way to recycle it. If you have any suggestions, I’d love to hear them!

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Cleaning and Storing the Away Carry-On

Stuck trying to figure out how to clean the Away Carry-On? Here's how to get it looking good-as-new:

I tested out cleaning my suitcase for the first time just for this post. While I do tend to prefer things nice, neat, and spotless, I also understand that something that rolls on the ground is going to get scuffed and scratched, and hadn’t bothered addressing it until now. Away provides care instructions on their site, and I gave the Magic Eraser tip a try.

Most of the scuffs came out but there are still several white marks remaining, and honestly, it doesn’t bother me. That shows that it hasn’t just been sitting pretty in a closet – it’s been out in this rough-and-tumble world.

When it is time to come home, though, I do store it in its dustbag as suggested. Inside the case, I store my shoe dust bags and my packing cubes, along with a dryer sheet to keep it smelling fresh. I leave one in the mesh compression pad pocket over the course of several trips and swap it out for a new dryer sheet every so often.

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Final Thoughts After a Year of Use – and Should You Buy Away’s Carry-On?

Still on the fence about buying a Carry-On from Away? I think it's a great fit for most travelers but it might not be for everyone. Here are my thoughts on owning an Away Carry-On and whether you should consider adding it to your travel collection:

So as I mentioned, I still pretty much agree with my initial likes and dislikes. After a year of use, the case still feels very sturdy and the battery holds a charge quite well. I still highly recommend that Away consider shipping the case with an internationally-compatible USB plug (similar to this) – UPDATE: they now do, and will be shipping one to me separately after I sent them an email – and adding a hand grip on the underside of the suitcase. UPDATE: Away has removed the battery option (and thus the charger) entirely, but has added a hand grip to the underside of the suitcase.

I like that they’ve added a pocket version of the Bigger Carry-On to their lineup, though I think aesthetically (and for better security) it would make more sense to place the pocket on the back. I still love the lock on top and that it’s easy for me to access, but difficult for others. The wheels are still working well for me, and I like that the suitcase can roll in any direction; being able to turn it sideways to roll down an airplane aisle is especially nice. I also still wish they would add a wheel-lock, as I sometimes struggle to prevent the bag from rolling around on subways and buses when my hands are full or holding a handrail.

Do I think it’s worth the $225 $275 price tag? Yes, I believe so. Customer service has been very accommodating and if the warranty is true to its word I’ll have a functioning suitcase for the rest of my travels. The price is much easier to swallow when I consider that in theory, I’m paying for a lifetime of use. I will say, though, I’m curious to see what happens to the battery in the future, as technology changes and over time as these things tend to lose power.

So, perhaps more importantly, is the suitcase for you? While you’re probably the best one to answer this question for yourself, I’ll share my thoughts:

The Carry-On is for you if:

You spend a lot of time waiting at airports as well as in non-airplane transit

The feature that sets this suitcase apart is the battery pack (no longer available), which can provide power in just about any setting. Otherwise, similar-quality hardshell suitcases can likely be found below Away’s price point.

You can pack minimally, and only bring a carry-on

If you’re in the traveling light club, this suitcase is a stylish way to do it!

You plan on traveling internationally

The Carry-On was made according to the baggage specifications listed by each airline. Typically, international carriers are stricter with their sizing, and this one has managed to fit all baggage test bins I’ve tried.

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The Carry-On is not for you if:

You only travel once a year

There’s no need to splurge on such an expensive suitcase for infrequent use. If this is the case, borrow a bag from a friend and put the savings toward your trip!

You plan on checking your bag

I can attest to the suitcase’s durability only when it’s been in my own hands. I’ve only had to gate-check it once or twice, so I can’t necessarily review how well it can stand up to the notoriously rough baggage handler’s treatment of your precious belongings.

You plan to travel extensively in Asia

Away states that airports in Asia have different security regulations, and I’ve read reports from users claiming to have run into trouble while traveling in Asian countries. Addressing these issues infrequently is probably not too painful; dealing with this while visiting often might be too much of a hassle.

You prefer two-wheeled suitcases or to hand-carry

It might go without saying, but if you don’t like other four-wheeled suitcases, you probably won’t like this one. Ditto for the folks that live the duffle life (although there’s an Away bag for you, too!).

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Think one of the Away suitcases might be for you? If you sign up and checkout using my referral link, you’ll score $20 off your first purchase (and, all new purchases ship with the new battery housing in place - no need to change that out, lucky you!). And if this isn't your first Away purchase but you found this post helpful, please consider shopping through my affiliate link - it's a no-cost way to support this blog!

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Enjoyed this post? You may also like:

• First Impressions of The Carry-On by Away
• How to Pack the Away Carry-On
• A Comparison of Carry-On Luggage from Quince and Away
• Away Everywhere Bag Review + Packing Tips
• Pack Smart, Not Hard: A Review of Away’s Packing Cubes
• My Travel Essentials
• Traveling Hands-Free with Parker Clay’s Nyala Foldover Clutch and Soto Belt Bag
• A Review of Cuyana’s Classic Leather Zipper Tote and Tote Organization Insert
• The One Accessory You Should Always Pack
• Choosing the Right Jewelry for Travel, Featuring GLDN
• Home Try-On: Three Packable Straw Hats Under $100
• All Travel Guides by Destination
• Reviews Index
• Exclusive Discount + Promo Codes
• Real-Life Packing Lists

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Do you have an Away suitcase? If not, what features are you most looking for in a bag?

See you on Thursday, when I’ll share my strategy for packing my Away Carry-On!