Needing a quick solution, I gathered every crucial detail before reaching out. I noted my bag’s serial number and purchase date, captured a clear close-up of the broken zipper teeth, and recorded the flight number when the failure occurred. Then I bundled all of this into one message using the customer-service link at
away luggage , including serial code, date of purchase, flight details, and the photo together with a concise description of the issue. Under forty-eight hours later, Away’s support team replied to apologize, instructed me on shipping the suitcase for repair under warranty, and provided a pre-paid label along with an estimated turnaround. Presenting full product and incident context in a single submission unlocked a prompt and effective resolution.
