American Tourister
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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.
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.
Spent some dollars upgrading from duffel bag to a suitcase. Disappointed to see that it was dented first time travelling overseas.
My American Tourister was between 6 and 10 years old. The telescopic handle frame was damaged inside the case, and one of the struts broke completely, making the handle impossible to pull out and push back. I emailed Samsonite, and was asked to complete a form and submit pictures (I said I could not find the original receipt, but indicated it was… Read more · 1
within the last 10 years). A week or so later, a new handle and internal frame arrived, which I was able to fit in about 10 minutes, and all is well. I notice that the new internal struts are reinforced at the mid sections. In my case (pardon the pun) a positive experience. I see from other reviews that there are mixed responses. Is there some inconsistency as to what is covered by warranty (10 years, as indicated in the product information) compared to what is wear and tear? And was my purchase date found using the Identification Label attached to the inner lining and on the warranty card? Thanks again for your prompt attention.
Recently I contacted Samsonite to advise that the top handle of my American Tourister luggage had broken. Samsonite responded with advice on how to proceed and once I had sent photos my query was referred to the spare parts division. Today I checked my letterbox and found not only one replacement handle but two despite me not being able to find… Read more · 1
my purchase receipt. I was worried I would not be able to install it but was determined it would not beat me and it didn't, it was quite easy although I noticed the American Tourister wording is upside down. Not to worry. So I now have my luggage ready to go to Japan, thank you so much Samsonite for great service and complimentary spare parts. Margi Fitzpatrick
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!
Follow-up · The zip had lost its pull tab so we were unable to use it. American Tourister refused to fix it despite it being clearly a hardware problem. We were forced to pay an authorised repairer to fix it which was only $35 but the point is they really don’t back their products. Their warranties are worthless and their customer service is beyond woeful!… Read more
Thank you for your review Lucy, We're sorry… Read more (+1 reply)
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
I purchased my luggage six years ago and used it for the first time to go overseas. The wheels were broken, and I contacted customer service. They are really helpful and sent me new wheels. I received it in five business days. It was easy to replace it. Thank you for your assistance. Show reply
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!
Thank you for your review, we're really sorry… Read more
DO NOT BUY! I purchased a 55cm Curio 2 suitcase 3 years ago at Strandbags. It has never been taken on a flight, only been used by my disabled son to visit me at Christmas (a total of 3 times). It is in immaculate, as new condition but when I attempted to pick it up by the handle, it fell through my hand and the handle snapped into 2 pieces!… Read more
Apparently without a receipt the 10 year warranty means nothing, even when you provide the serial number, photos and it being a current model. This handle is of poor, sub standard quality and American Tourister will not honour their 10 year warranty or take any accountability for their inferior product. They did however, offer to provide me one for $46.95, almost half the price of the entire case. No thanks!!
Thank you for your review Renaye, All claims… Read more
Terrible wheel fell of after a short time and it was just out of warranty and wanted me to purchase a set of 4 well over 100 dollars! maybe not put on cheap plastic wheels so they don't break easily
Thank you for your review, When items are… Read more
Absolute rubbish. Both handles simply perished and fell apart in my hands. The case cannot be picked up now. Its useless. I had to throw it away. Do Not Buy this junk. Do not rely on American Tourister products. You have been warned.
Hi, Thank you for your feedback. We are… Read more (+1 reply)
Bought APPLITE 5 82 cm online, material and quality of the suitcase is terrible. The surface material is detached from the inner layer.
Thank you for your review Danny, The Applite… Read more
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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.
Thank you for your message Maritza, We're… Read more
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
The top handle came off my suitcase (near the telescopic end), so I contacted the company regarding a warranty claim for a handle replacement (the suitcase had a 10 year warranty, it was 7 years old). I was told it is not under warranty because of its age (however it is still within the warranty period), and was considered normal “wear and tear”.… Read more
My suitcase was not used often and was perfectly fine apart from the missing handle, which my photos that I sent to them showed (suitcases generally aren’t used daily and if lucky enough, once annually might be an average). I was told I could purchase a new handle, which was priced at nearly a third of the cost of the original suitcase! Really? Is it a scam to offer consumers a 10 year warranty on a product and then not replace an obvious defect? Are consumers falsely lured into buying an expensive premium product with so called long term warranty if the company doesn’t actually follow through with their warranty offer? I’ve realised that this lack of customer service and value is what is ruining the retail industry. My future suitcase will not be an expensive brand with a long warranty, but a cheap budget brand - so that if something breaks, I can replace it knowing I didn’t pay an overly high price “name brand” suitcase to begin with.
Hi Esther, We are truly sorry to read about… Read more
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.
Poor zipper and handle quality – Bought the airconic 67cm suitcase and I've only used it once. The zipper pulley broke within a week. The suitcase is light but the sturdiness is questionable.
Hi, This doesn't seem to be up to our quality… Read more
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product is not safe – “Your company sent an email asking me to review the product, but the review link doesn’t work. What’s the point of sending it? Moreover, the product is not safe.”
Hi Chommanee, Thank you for contacting us and… Read more
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.
Zip Pull Tabs snapped off on 1st and 4th flights – My new American Tourister Curio 75cm suitcase looks great but didn’t last one flight before a zip pull tab had snapped off. By the 4th flight of an overseas trip the 2nd pull tab was gone too, making it very difficult to zip open and close and it has snapped the part that it was attached to so I can’t even attach a cable tie to it. I do like the… Read more
look of it and the colour and mostly the design but it really needs a handle on the bottom so you can pick it up and down on scanners, checkin belts and luggage ranks. As it is, it’s very awkward to lift and the last thing you want to do when travelling is your back or break a nail! I’ll be returning this to STAND DONCASTER and look for a better quality and design.
America Tourister and Samsonite warranty is worthless marketing garbage – Appalling quality, hard cases made of soft plastics which easily dent, and now I have a strap broken, through no fault of my own. How convenient Samsonite (who own AT) do not cover handles as part of their warranty. Garbage product and appalling lack of customer service. Don’t be fooled by their nonsense warranty, which really covers absolutely nothing.
Very poor quality – Edit: took it back to place to purchase and Myer refused me a refund or exchange! Don’t ever buy this brand of suitcases or from Myer Very poor quality. Hard case, used once, stitching on zipper starting to come off. Apparently this is not covered by warranty. Worst buy ever. $430 down the drain.
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.
Hi Percy, We are very sorry to hear that you… Read more
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.
Hi Mohit, I am very sorry hear about this… Read more
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.
Don't buy American Tourister – Zip opens up when suitcases are full. We wiggled with 3 suitcases to zip them up. Ended up gladwrapping at the airport to protect our stuff falling out of these new 3 suitcases. Don't get fooled by International warranty. We ended up paying to Samsonite for repairing these under warranty and Samsonite won't reimburse you for expensed occured to protect your stuff and won't guranttee for any future damage.
Thank you for taking my call today and I am… Read more (+1 reply)
Not happy – We bought 2 large and 2 cabin size american tourister, which came to a fair amount of money, the first time we went touring Queensland for a month, i noticed after it had been in and out the car the stitching on the front was beginning to ripple out by the end of our holiday half the part at the front had rippled out. we took the case to where we… Read more
bought she said they have to send it back, fine gave her the receipt that was on the Monday she phoned on the Thursday to say it was fixed, went in to collect it what a [Content Removed] job the lady in the shop before we said anything said I'm sorry we just send them back she said i would keep this receipt they sewed right through the front of the case the stitching I'm sure would no withstand another holiday the cases were 5 weeks old you can see the stitching on the front of the case i could have made a better job of it myself. The lady in the shop was embarrassed she said there normally good will they didn't come up smelling of roses the case should have been replaced without a doubt there service is terrible i am not happy at all
November 27th 2018 Update: case ripped
it was word of mouth for us the American tourist ultra light cases fantastic I dont think so we are pensioners and can't afford to go throwing money away that's what we did 2 large and 2 cabin size cases, we were on a tour for a month the first week the stitches on the case were rippling out by the end of our holiday the case had lost about 10'' of stitching. We took it back to the shop on our return the lady said it had to be send it back to the company they are usually pretty good it would take about 2 wks and she would get back to me, can we remember these are new cases purchased 2 wks before we left, the cases were retuned after being sewed loL my biggest mistake was taking the case back I should have demanded a new case, it took them 2 DAYS after we returned it to get it fixed and back to the shop, what a joke.
Dissapointed – I purchased 2 of these suit cases and thought they would be good quality, however on our last trip we collected them off the baggage carousel and one of them has a small tear I went into Zellows to inform them and they told me it’s not covered. So much for their so called warranty, only 2 years use and now I have to buy another suitcase and it won’t be American Tourister.
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Thank you for your review Hiede, We're sorry… Read more (+1 reply)