American Tourister

**Very disappointing online ordering experience** Very disappointing experience with Samsonite Australia\. I placed an online order for multiple cases, only to find out after following up several days later that the website had allowed me to purchase items that were actually out of stock\. There was no proactive communication about the issue,… Read more

and I had to contact customer service myself to find out what was happening\.

After initially being told the available items could be shipped and the out\-of\-stock items refunded, I was then advised that another item had become unavailable due to “extremely limited stock”\. I was left having to make decisions about changing or cancelling the order, despite the original order being accepted and confirmed by Samsonite\.

I suggested simply substituting another colour, but was told this wasn’t possible because the system had already cancelled the unavailable items and the cancellation couldn’t be reversed\. Again, this seems to be a limitation of Samsonite’s ordering system that was passed on to the customer to deal with\.

Most frustratingly, the issue was **closed by Samsonite before it had actually been resolved or before I had agreed that the matter was closed**\. The eventual outcome only came after further communication and consultation with me about how I wanted to proceed\.

To be clear, while Matt from Customer Care was the person communicating with me, I wouldn’t consider the eventual resolution to be to his credit\. The issue had already been closed before a satisfactory resolution was reached, leaving me to continue chasing it up and work through the options myself\.

For a premium luggage brand, I expected a much better online ordering and inventory management experience\. If products aren’t actually available, the website shouldn’t allow customers to purchase them, and customers shouldn’t have to chase up their orders to discover stock issues\.

**Very disappointing experience from start to finish\.**

I recently contacted Samsonite re warranty on my 9 year old suitcase with broken handles but in otherwise perfect order. They responded promptly and within the week I had received new handles, with the option to self fit or they could do it I fitted them easily and now have a suitcase in perfect order again! Very impressed with their service! Show reply

The handle on my American Tourister carry on broke. I contacted Samsonite and a replacement handle was quickly sent. Unfortunately I found it difficult to install. I contacted Samsonite and they immediately sent me postage details to send the bag to… Read more ·  1

them at their cost. It was quickly repaired and sent back at no cost to me. On Ya Samsonite - a real pleasure dealing with you.

Have bought multiple peices of luggage from American Tourister. Last year or 2024, one had some issues which were fixed promptly but this year I have had the complete opposite experience. Rude service agent who insisted on interrupting me on the… Read more

call and offered no help. I asked to speak to her team lead so I could put in a complaint given she didn’t let me speak and she hung up saying I should email the company. I did and more than 2 weeks passed before I got an email response stating that team leads and managers do not take calls or make calls even when requested! Bad luck if you don’t have access to technology, or are clumsy with it such as me ! I’m older and it takes me forever. This person stated I needed to explain everything again despite having emailed photos and an extensive description of the problem….I’ve given up! It’s too much after having spent several hours to get nowhere! It is a lesson in this company’s attitude to customers and I just know now to buy from the the competition such as Antler! Beware Not Samsonite because it is the same company!

I recently retrieved my bag after arriving at the Brisbane Airport. Much to my displeasure,it was missing 1 of the 4 wheels. It was only the 2nd time I had used the bag so it was still in As New Condition. Knowing I was travelling again very soon after I initially sent a detailed email to Samsonite Australia for advice on Warranty and to… Read more ·  1

initiate a speedy repair/ replacement part. They replied the same day with a “Generic” Warranty Claim proforma which was somewhat repetitive of all the info I had already sent including photos, serial number of bag, purchase record etc. I elected to phone them directly for some clarification. The customer service officer (Hayden)was nothing short of outstanding in every facet of my communication with him. His acknowledgement, understanding and level of efficiency to resolve my claim was first class. He not only resolved it by the close of business that same day but also assessed it to be classified as a warranty claim and within 48 hrs I had received the replacement wheel set at zero cost to me. Fully covered by Samsonite Australia. I have been 100% happy with the set of American Tourister brand luggage I purchased, sure a little surprised to have lost a wheel, (Baggage Handlers??) so soon, but the follow up and service provided in the After Sales Service was nothing short of outstanding. I passed on my extreme gratitude to the Customer Service officer, Team Leader and the company for their excellent products and after sales service. 110% recommend AMERICAN TOURISTER as a quality Luggage Brand.

Nice, strong suitcase, still in EC after a rough month in Europe – I'm just back from a month's trip to Europe and I bought a suitcase just before I left. It's an American Tourister with a soft body, the actual suitcase name was heatwave, though other soft bodies they have are very similar. I bought the soft body as I have read that the hard shell ones are more liable to crack or get damaged in transit. My… Read more

suitcase has the 4 wheels & the usual extendable handle and it was easy to wheel it along. It came through the trip with flying colours, no marks, no damage, still in pristine condition and it got subjected to some rough handling, such as having to be lugged up several sets of stairs at one station in London and over some rough terrain in Europe. The wheels are still in great condition too.

I hummed and harred over what size to buy and settled on a bigger one. Measurements were 80x47x29 (92L) and it weighed 3.6kg

The reason I bought it is many airlines have limits on the dimensions of suitcases, even for checked in baggage, which this was. The total dimensions of my case, added together, come to 156cm, which is just under the allowable limit so I knew I was safe with this. The medium sized cases are always clearly within limits but I was after a bit larger one if possible and some other brands were just too large.

If you are going away for more than a week, I would definitely go for the 80cm size, it is not a massive case at all as I feared it might be. And you'll be thankful for the space. The suitcase is brilliant as it expands nicely. I started the trip off at 14kg but was at 20kg on the trip home. I did not pack particularly lightly either and was pleasantly surprised it was only 14kg. My old suitcase must have been a lot heavier than this one. I was tempted by the ultralights but I didn't want ultra flimsy either. This case is the best of both worlds, I think. My personal preference is for soft body cases as they are so easy to open with a light 'lid' and you can find things easily (if you use packing cells as I did). The hard shell ones get packed on both sides and are heavy when opening, whichever way you do it.

My case had just the right number of internal and external extra, smaller zipped sections. All in all, very satisfied with my purchase. Nice, strong suitcase.

My oldest piece of hardshell American Tourister luggage has had lots of use. Wheels crumbled a while ago, and they sent out 4 replacements free. Last week the fixed handle broke and after sending photos, Samsonite sent 2 free handles as replacements. Reinstalled the handle today ready for next use. Show reply

Had an old American tourister suitcase with broken handle. Had written it off until I found Samsonite email 3 weeks ago. A bit of email chatter with service dept and today I received 2 new handles that fit my suitcase perfectly. Will have many more years of service from my lovely suitcase and am so grateful and they were free. Thanks for going the extra mile to assist with my request. Yours Sincerely Brendan Show reply

Whilst I have not used the bag on a trip yet, it is light and looks durable. I purchased the applite 5 82cm bag from Strandbags and the only downside at the moment was it did not come with a dust cover. For the price you pay for a good quality bag I would expect some sort of cover for it. It did not even come with a plastic cover I simply had to wheel it out of the shop. I did ask and was told quite sharply it did not. Show reply

I recently contacted Samsonite Luggage after the handle broke on my American Tourister cabin bag which is only about 5 years old to have the handle replaced under the 10 warranty. I received an email back telling me it would not be covered as it was a 3rd party that caused the breakage. I questioned what was meant by a 3rd party only to be told… Read more

that it meant I was at fault due to deterioration and damage due to regular and everyday use and the warranty only covers manufacturing defects, but they are prepared to sell me a replacement handle for $46.95 for self install. Looking further into this I also discovered handle and the extension handle aren't covered by any sort of warranty and reading the reviews this seems to be a common issue with this product. I will not be purchasing anything from this supplier or manufacturer in the future.

Bought an APPLITE 5 in November, literally the first time we used it was to fly to Hamilton Island for New Year. Was ok when we unpacked, but when we went to lock it to fly home, the lock would not re-lock, tried to re set it, to no avail. Was told to take it to Myer, but they said not their problem, have tried to ring American Tourister agents, they don’t answer their phone!! ARRRH!

I bought American Tourister because I trusted the brand’s reputation. Unfortunately, it was damaged after the very first flight. I own multiple pieces of the same model that have held up perfectly, so this clearly points to a product defect rather than mishandling. Despite explaining this and requesting a fair review, my warranty claim was denied… Read more

twice with the same generic response. The lack of accountability and unwillingness to stand behind their product has been very disappointing. I can’t recommend this brand based on my experience.

Reached out to American Tourister Australia Customer Care to price match the Applite 5 72cm suitcase. The response was within 1 business day, the price match was approved and I was provided with a code to enter at checkout. Extremely happy with the prompt, efficient service I received. I will definitely shop through American Tourister Australia again. Show reply

Broken wheel covers and 2 x broken handles. Replacement wheels and handles were supplied very quickly and were easy to fit by myself. Thank you again for your prompt and helpful service. I truly appreciate it. Great Customer Service ***** Show reply

Broken top handle near extendable one. Replacement handles were supplied very quickly and were easy to fit by myself. Great Customer Service. Took a bit of back and forth to order part, but eventually got sorted and ordered. Show reply

We've had several American Tourister cases now and enjoy them very much. While they're soft-sided (our preferred) they can take a beating by baggage handlers. I believe my case was run over by a truck or dropped from a height to damage the handle and a wheel. I reached out to Samsonite (parent) and they dispatched the spare parts which fitted (as… Read more ·  1

a quality product should) and returned the case to almost it's new state. The cases are terrifically light and (fairly) durable. We do travel quite a bit and the cases have held up really well. With this level of service, we will only buy Samsonite products in future.

Product is not sturdy – We purchased two new suitcases from American Tourister and on the first trip the zip on both the suitcases split and a wheel broke on one of the suitcases. Probably best sticking to the trusted hard cases and not worry about how light the case should be. Think I'll be sticking with the always trustworthy Samsonite.

Fake website:[Content Removed] alert – I ordered two hardside luggage advertised on this website, all I received after a month is fake sunglasses from [Content Removed]. Also, I was charged in USD which cost more rather than AUD as shown on this website. This website is fake and a [Content Removed], please stay away.

Ultralight tech – We've only used these suitcases a couple of times and bought the set of three different sizes. They all have the TSA lock on them, which after forgetting the code, you hop on YouTube and find how easy it is to break in. Overall, the suitcases aren't too bad for the money. My wife refuses to take them anywhere again, as once they've been filled up,… Read more

they will definitely not stand up on the four wheels. The wheels have a narrow mount width and are only on the bottom main body of the port. The top section expands upwards as you fill the port so when it's standing on the wheels, it just topples over. This is so frustrating and you don't want this to happen as your trying to go through check in etc. where you need hands free. So I guess they're ok for the money but I wouldn't recommend them.

Spent some dollars upgrading from duffel bag to a suitcase. Disappointed to see that it was dented first time travelling overseas.

This is the second time I have reached out for assistance for repairs to my luggage each time my needs were met very professionally treated Show 2 replies