February 5, 2026
A damaged bag can throw a wrench into even the best laid travel plans and add stress to an already unpredictable journey. For more than a century, TW Carrol has quietly stepped in during those moments — helping travelers, airlines, and cruise lines solve problems quickly and with care.
Joe Carrol, owner of the Tukwila-based luggage repair and retail company, recalls a late-afternoon call from an airline about a flight that had landed in Juneau carrying a tour group of German travelers. A casket in the plane’s cargo hold had leaked, damaging dozens of suitcases. With little time to spare, the Carrol family worked quickly to source and send 20–30 replacement bags on a plane to Alaska that same evening.
Their work often goes beyond traditional luggage repair. In another case, an airline reached out after a band student’s tuba — packed in a wooden case — was accidentally run over by airline equipment. The Carrols helped source both a replacement case and instrument, easing the situation for the student and airline.
A century-old family business with local roots
TW Carrol, a fourth-generation family-owned business, has served the region for over 125 years. Joe Carrol’s grandfather founded the business in 1900 in Seattle’s Pioneer Square as a retail shop. He later moved the family to Anchorage, leaving a partner to run the Seattle store. By the 1950s, Joe’s father, Ted (TW) Carrol, returned to Seattle to run the business and expanded into wholesale luggage sales.
The pivot to luggage repair occurred almost by accident. As a result of long-standing relationships with the airlines, Pan Am reached out to Ted to see if he could repair a passenger’s damaged suitcase. Searching for a solution, he used his son’s crayons to fix the plastic on the bag. This marked the beginning of a new direction for the business and its legacy of luggage repair.
Today TW Carrol is the only luggage repair facility in Washington state, and one of just a few across the country. The shop serves local travelers and customers from around the world, working closely with airlines, cruise lines, and travel-related manufacturers and retailers. Joe remains active in the business and his wife Gayle serves as vice president and handles bookkeeping. His son Andrew manages day-to-day operations. They are supported by an administrative assistant and a highly skilled repair team. One specialist focuses on sewing and zippers, while the other handles mechanical repairs such as wheels and pull handles. Because luggage repair is a niche craft, to fill these roles the Carrols hire employees with sewing skills and train them on the job, often sourcing employees from refugee agencies.
For travelers dealing with a damaged bag, the repair process at TW Carrol is designed to be straightforward and personal. If you call TW Carrol, a fellow human will answer the phone — no phone trees or chatbots. The Carrols recommend customers bring their luggage in so the team can see it firsthand and determine whether it is fixable and what repairs are needed. Often a small fix like a zipper slider or wheel replacement will have the customer on their way. For those who aren’t local, the team can review detailed photos to provide an initial assessment.
Building trust
Many customers find their way to TW Carrol through referrals from their airline or cruise line. Companies that sell luggage, like Macy’s or shoe repair shops, send over customers in need of repairs. TW Carrol is also listed as the authorized repair shop for luggage manufacturers.
Other than that, most people discover the repair shop by word of mouth. The Carrols’ focus on honesty and practicality — fixing what needs to be fixed rather than selling customers on unneeded repairs and letting customers know if it’s not worth fixing has earned the trust of the community and travelers everywhere.
“We’re not going to hard sell you on a bag you don’t need; we will actually tell you like it is,” Gayle said. “We’ve been doing this a long time. There is a continuity to our business. Joe’s father taught Joe and Joe taught Andy.”
The Carrols’ goal is to give travelers peace of mind and get them on their way to their final destination as quickly and easily as possible. The shop’s proximity to Seattle-Tacoma International Airport (SEA) (a 10-15 minute drive) makes it easy to get something to the airlines or the airport quickly, or for customers to drop by on their way to or from the airport.
“We can actually take a bag and have it to the airport in 10 minutes. There is no other luggage company that can do that. If a customer who’s traveling now needs a bag in a hurry we can get a bag up there right away,” Andy said.
Luggage tips
To prolong the life of luggage as long as possible (and avoid repairs), the Carrols recommend the following:
- If you’re using soft-sided luggage, zip it fully and leave the zipper centered at the top
- If your bag has four wheels, use all four — dragging it on two wears them out faster
- If your bag has a combination lock, secure the zipper pulls in the lock so they don’t snag on conveyor belts
Above all, they encourage travelers not to give up on a bag too quickly.
“Don’t throw it away immediately — just bring it in. You may not need to buy something new right away,” Andy said. “Just because it’s broken doesn’t mean it can’t be fixed.”
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