I was so excited to receive my new luggage crew suitcase set - I bought all 3 sizes - they cost $$$$ but I thought it was worth the investment. I have used the suitcases a couple of times on International trips. Unfortunately, on my last trip, one of the suitcases was manhandled so much by the baggage people one of the "SUPRA" Zipper Heads was torn off, therefore directly impacting the closure/lock/integrity of the suitcase itself.
I called TravelPro on their customer service line: 1 800 741 7471 As they say - "Simply call our Customer Care Department" - the reality - they don't care.
1. I was on hold for 3 hours (Yes, I timed the call) and no answer
2. I eventually left a voice message and a call back number - no callback (I am writing this 28 hours after leaving the message)
3. I sent an email via their website with a request to discuss - no reply
4. I connected with the social media team via Twitter - nothing
I am finally resorting to writing a review. While I know many of you reading this will think - wow, this is an extreme situation and it won't happen to me; please, do not be that naive. TravelPro clearly has a poor customer service/customer care support mechanism for individual purchasers. I get the feeling they support the large corporate accounts and clearly forget about the individual purchaser based on my own multiple experiences.
All I need is a replacement zipper head to ensure the integrity of the suitcase, otherwise, the suitcase will be obsolete and a complete waste of $$$ as I will not ever be able to use the suitcase again.
Add to your order
- NO ADDITIONAL COST: You pay $0 for repairs – parts, labor and shipping included.
- COVERAGE: Plans starts on the date of purchase. Stains, rips or tears and seam separation covered from day one. Defects in materials or workmanship covered after the manufacturer warranty expires.
- PRODUCT ELIGIBILITY: Products purchased in the last 30 days are eligible for coverage by the Plan.
- EASY CLAIMS PROCESS: File a claim anytime online or by phone. Most claims approved within minutes. If we can’t repair it, we’ll send you an Amazon e-gift card for the purchase price of your covered product or replace it.
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From the manufacturer
21" Hardside Spinner Key Features
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External USB PortPower up on the move. External USB Port allows you to connect any USB device to a Power Bank (battery) stored in a separate pocket. |
Power Bank PocketDedicated, interior zippered pocket holds a Power Bank that connects to external USB Port. (Power Bank not included). |
Patented MagnaTrac Spinner WheelsMagnaTrac is a revolution in Spinner technology. Self-aligning magnetic wheels roll straight in any direction you want to move instead of drifting or pulling to one side or the other like most Spinner luggage. |
Patented Contour Grip & PowerScope Extension HandleContour Grip with cushioned touch points offers more comfort and greater control while the PowerScope extension handle minimizes wobble when fully extended. |
In-House Product Test Facility
Quality Testing Procedures
- Zipper open/close wear test
- Fabric tensile strength test
- Fabric abrasion test
- Extension handle open/close test
- Carry handle jerk test
- Extension handle lift test
- Wheel system roll test
- Temperature testing
- Cold crack drop test
- Water repellency test
- Product stability testing
- Fabric color stability test
As the original inventor of Rollaboard luggage and a market leader in innovative luggage design, Travelpro has continued to develop their state-of-the-art testing facility at their Boca Raton, Florida, headquarters to ensure the highest quality luggage for flight crews and frequent travelers.
Travelpro’s in-house testing team conducts a full range of rigorous qualification protocols across all their luggage brands. It is designed to support all the performance testing needs of their Product Design and Development process by replicating real-world usage conditions.
Travelpro History
For over a quarter century, Travelpro has prided itself on design innovation and durability in crafting the highest quality luggage for the frequent traveler. The story behind Travelpro began in 1987, when a Northwest Airline 747 pilot invented The Original Rollaboard wheeled luggage, an innovation that dramatically transformed the ease of modern-day travel.
From garment bags and suitcases to executive computer briefs, rolling duffels, totes and backpacks, Travelpro has long been a brand of choice for more than 500,000 flight crews and frequent travelers worldwide. Even today, the Travelpro customer appreciates the outstanding durability, practical functionality and stylish innovations that is the Travelpro legacy.
Customer Questions & Answers
Customer reviews
Top reviews from the United States
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Reviewed in the United States on September 5, 2018
Size: Checked-Large 29-InchColor: NavyVerified Purchase
Reviewed in the United States on December 29, 2019
What I didn’t realize is that Crew 11 does not expand like Crew 10. Crew 10 suitcases have a zipper that allows a user to get an extra inch or so of “depth” to their suitcase. The Crew 11 is not expandable. It was an unfortunate discovery as I was packing. The rigid design of the Crew 11 kept my luggage weight to under 40lbs. I was able to get about 50lbs into the Crew 10’s.
It was a passable match in looks to the Crew 10. Crew 11 has orange tape. I showed the damaged Crew 10 with duct tape on the crack. The matching look was a decision point for me (wanted to try to keep a consistent, matched set look).
Size: Checked-Medium 25-InchColor: Obsidian Black/Blue InteriorVerified Purchase
Good, but not expandable like the Crew 10.
By jk2john on December 29, 2019
I owned 4 Travelpro Crew 10 25” spinners that I purchased in 2014, but one was damaged in transit on a third or fourth international trip (the shell cracked). This might give a user an idea of durability from Travelpro hard-side luggage in general. I still think the luggage is a good value and shines on its looks and maneuverability (that’s why I purchased a Crew 11 to replace the damaged Crew 10).By jk2john on December 29, 2019
What I didn’t realize is that Crew 11 does not expand like Crew 10. Crew 10 suitcases have a zipper that allows a user to get an extra inch or so of “depth” to their suitcase. The Crew 11 is not expandable. It was an unfortunate discovery as I was packing. The rigid design of the Crew 11 kept my luggage weight to under 40lbs. I was able to get about 50lbs into the Crew 10’s.
It was a passable match in looks to the Crew 10. Crew 11 has orange tape. I showed the damaged Crew 10 with duct tape on the crack. The matching look was a decision point for me (wanted to try to keep a consistent, matched set look).
Images in this review
Reviewed in the United States on January 3, 2018
Size: Checked-Medium 25-InchColor: Obsidian BlackVerified Purchase
Reviewed in the United States on March 13, 2017
Verified Purchase
Reviewed in the United States on November 14, 2017
Size: Checked-Large 29-InchColor: NavyVerified Purchase
Top reviews from other countries
Alfredo G.
Great carry on luggage
Reviewed in Canada on November 8, 2018Size: Carry-On 21-InchColor: SilverVerified Purchase
