At first I was skeptical. Ma chief came back after a trip and the suitcase was damaged. Normally, this is a process that never ends!! That's why I was very skeptical! But: every communication... See more
Company replied
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Repair of my broken Rimowa well done. Speedy too. Only problem was complicated and redundant forms with Eurowings AND Dolfi. Had to enter same information twice and websites were partially nonintuiti... See more
Company replied
The damaged piece of luggage was picked up by courier, repaired perfectly within 5 business days, and sent back. case no#01594209
Company replied
As my suitcase was unfortunately completely damaged during a flight, the airline referred me to Dolfi1920. After submitting the damage report and photos of the damaged luggage, I was issued with a cre... See more
Company replied
Company details
Written by the company
Dolfi1920 ist das weltweit führende Unternehmen für die Regulierung von Gepäckschäden, die während einer Flugreise entstehen. Rund 100 Airlines auf der ganzen Welt vertrauen unserem Service. Zusätzlich gehören Garantiereparaturen, After Sales Management und Privatreparaturen zu unserem Portfolio.
Contact info
Langer Kornweg 34D, 65451, Kelsterbach, Germany
- +49 30 30806777
- info.germany@dolfi1920.de
- dolfi1920.de
4.2
Great
6k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
You are asking for my feedback before I…
You are asking for my feedback before I have received or reviewed the work.
17 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
We are very sorry to hear that you were not satisfied with our service.
The new luggage has been sent out and is on its way to you. You do not have to give feedback immediately. If you prefer to wait until you have received the new luggage you can also give feedback once you have received it.
Thank you
Best regards
Team Dolfi 1920
Trained to cheat you & waste your time until you give up.
This company is a useless cheap company airlines outsource to waste your time & deny you suitable compensation. They won't reply your emails, answer the phone. Had to get Swiss to get them to reply and still got no where, they only thing they will do is send you a cheap suitcase worth €20 and in no way compares to my damaged suitcase. I tried to explain this and the only reply I got is we cant help you further (my original receipt was lost and all I had was a screen shot of the transaction). I am so frustrated and dismayed at how they are allowed to get away with this. A massive shame on this useless company and the airlines who outsource to them. Avoid at all costs if possible
10 June 2026
Unprompted review
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to tell us about your experience with our service. Your feedback is very important to us.
We are very sorry that your luggage was damaged on your flight. We understand how upsetting and disappointing it can be when a piece of luggage is damaged. We would like to assure you that we take your situation seriously and are endeavouring to help you in the best possible way.
The parameters of the calculation are set by the airline. The linear depreciation rate is 15% per year. The maximum deduction is 70%. Dolfi1920 does not have any influence on these regulations.
At the same time, we must point out that the depreciation is implemented independently from the frequency of usage.
Please also note that the deduction is based on the calendar year. A monthly adjustment of the depreciation amount cannot be undertaken.
If you do not agree with the purchase price that has been ascertained, please send us the necessary documentation like a purchasing invoice or order confirmation. We will then review the residual value.
We also have to heed the information about age and price that was noted on the damage report. This was done here. If you cannot provide documentation of the purchasing price, then we cannot adapt the residual value.
Dolfi1920 is an independent luggage repair company and contractually bound by the regulations provided to us by the airline. Therefore, we can only handle the case within the residual value, calculated according to the regulations provided by the airline, of the damaged luggage.
Thank you
Best regards
Team Dolfi1920
Reply from Dolfi1920
Dear Passenger,
thank you for your feedback. Your suggestions are very important to us. We are proud to have contributed to your positive experience.
We wish you safe travels in the future.
Team Dolfi1920
At first I was skeptical. BUT.........
At first I was skeptical.
Ma chief came back after a trip and the suitcase was damaged.
Normally, this is a process that never ends!!
That's why I was very skeptical!
But: every communication step was confirmed and informed about the further causes.
Then, unfortunately, we let the selection of the case drag too long. I thought—oh dear!!
But: again, they reacted immediately, sent the link again and we were able to do everything.
Now the consignment confirmation is already received.
Thank you very much!!!! Here I see AI and humans as control perfectly implemented!
Thank you!!!!! Hermine Pachovsky
13 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Happy with everything
The damaged piece of luggage was picked up by courier, repaired perfectly within 5 business days, and sent back.
case no#01594209
15 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Did not pick up.
Did not pick up 1st time, or second time. Messed up custum declaration. It's now 2 1/2 month since my luggage was broken, and I still do not have my luggage back.
They now claim they will have problems returning my suitcase to Norway, and they want me to take responsibuility for their own mistake.
When exporting my lugage for repair they should have used a ATA-carnet (temporary export) to be able to return my suitcase back into Norway. It serms like they did not do that. Now they want my "personnummer" (norwegian personal ID-number, a "secret" number that we are supposed only to give to the police and similar public offices). They want this number to import the lugage in my name (so that the import charge and fees will be in my name).
The hole Dolfi company is a fraud, it is obvious that they do not follow the norwegian law, neither do they know the law nor the export/import rules.
If you have the option:
DO NOT USE DOLFI1920
15 July 2026
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
We are very sorry to hear that the pick-up did not take place as agreed upon and we would like to apologize for the inconvenience.
We would like to send the luggage back to you very much. For this we need your customs number. As you have been refusing to provide the customs number we have not been able to send it to you. Customs requires this number, not us. If we send the parcel without the customs number customs may either hold the parcel or it might even be returned to us due to the missing customs number.
Thank you
Best regards
Team Dolfi 1920
-1 Star!
-1 Star!! Worst service ever! They don't resopond to customer emails.
Backround:
Flying to Malta in May my golf bag was cut open. I filed a claim on Lufthansa and ended up raising a claim on Dolfi1920. I chased the claim and eventully got an email on 19 June. I could select a replacement bag and co-pay 30euro as my bag was old. I selected a replacemnt bag and paid 30 June as required.
Then they ghosted me .....
Do i go to my bank and claim a fraud ?
What do i do?
There is no response my my messages!
15 July 2026
Unprompted review
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
We are very sorry to hear that you were not satisfied with our service. We will work hard to make improvements so that all customers are completely satisfied.
Your complaint has been forwarded to the responsible branch, and they will get back to you as soon as possible.
Thank you
Best regards
Team Dolfi1920
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
They lost my delivery and it took weeks…
They lost my delivery and it took weeks for them to understand what happened.
P.s. They said it was delivered there, but I went and the gut did not find the box.
14 July 2026
Unprompted review
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
We are very sorry to hear that you have not received your parcel yet. According to the courier it was delivered to the parcelshop on 03.07.26 at 18:05. You can pick it up there at your convenience.
Thank you
Best regards
Team Dolfi 1920
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to evaluate us. We are very happy to hear that you liked our service. We are proud to have been able to contribute to your positive experience.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
I have been following up on my refund…
I have been following up on my refund for my damaged luggage for 5 months. They don't pick up to phone or reply to emails!
Airfrance has no record of my claim being forwarded to them for payment. I have been back and fort requesting the reference number from Dolfi1920 inorder for airfrance to trace the record of my claim. I'm beyond frustrated
10 July 2026
Unprompted review
Reply from Dolfi1920
Dear passenger,
we thank you for taking the time to let us know about your experience. We are very sorry to hear that you are not happy with it.
We try to give every customer the best possible experience and are very sorry to not have been able to fulfil your expectations this time.
As this airline has, unfortunately, not authorized us to carry out any monetary reimbursements for them your case has been forwarded to the airline directly for finalization. Should you have any further questions please contact the airline directly.
Thank you
Best regards
Team Dolfi1920
One month to repair a suitcase
One month to repair a suitcase. All it took was to exchange the wheel. Way too long
10 July 2026
Reply from Dolfi1920
Dear passenger,
You asked us to repair the telescopic handle of your damaged luggage in addition to the wheel. Only the wheel was reported as damaged on the damage report. Out of goodwill we went ahead and also repaired the telescopic handle and did not even charge you anything for this repair.
As we had to order a new telescopic handle first it took several weeks before we could send the luggage back to you. This was due to the fact that we had to wait for the manufacturer to deliver the spare part to you.
We can, therefore, not understand why you would criticize us for our goodwill and repairing the telescopic handle for you free of charge.
Either way we wish you many happy travels with your repaired luggage.
Thank you
Best regards
Team Dolfi 1920
Order two suitcases because my was…
Order two suitcases because my was damaged revive only one no way to contact them another scam and money making skim from customers
9 July 2026
Unprompted review
Reply from Dolfi1920
Dear Passenger,
Thank you for your feedback.
We are sorry to hear that you are disappointed.
If two suitcases were damaged during your flight, both pieces of luggage must be recorded in the Damage Property Report (DPR) submitted to the airline. We can only process and replace the items that are listed in the official DPR.
Regarding your order, your replacement products have already been ordered. Please note that the estimated delivery time is 7–10 days.
If the second damaged suitcase is not listed in the DPR, we kindly ask you to contact the airline directly, as we are only authorized to process the items included in the damage report.
Thank you for your understanding.
Kind regards,
Your Dolfi Team
Incredibly fast service!
the customer service was very fast, i received a new suitcase 1.5 weeks after reporting the issue. incredibly fast and pleasant service.
8 July 2026
Reply from Dolfi1920
Dear Passenger,
Thank you for your feedback. Your comments and suggestions are very important to us. We are proud to have contributed to your positive experience.
We wish you safe and pleasant travels in the future.
Dolfi1920 Team
Reply from Dolfi1920
Dear Passenger,
Thank you very much for your excellent 5-star review!
We are delighted to hear that you were satisfied with our fast, reliable service, as well as the quality of our communication and support. Your positive feedback is greatly appreciated and motivates our team.
We wish you many pleasant journeys with your suitcase and safe travels!
Your Dolfi Team
Poor selection of suitcases
Poor selection of suitcases. You don't get a refund for a damaged suitcase, so you can't buy the same suitcase you had before.
7 July 2026
Reply from Dolfi1920
Dear Passenger,
Thank you for your feedback.
We have reviewed your case again and would like to clarify the process. Your suitcase was assessed as a total loss. Based on the depreciation guidelines of the airline, the remaining value of your damaged suitcase was determined, and an online shop credit was provided accordingly.
You were then able to choose a replacement suitcase yourself from our online shop. The suitcase you selected actually had a significantly higher value than the calculated remaining value of your damaged suitcase.
Alternatively, it was also possible to request the remaining value payment through the airline and purchase a suitcase of your choice on the open market.
We are sorry that you were not satisfied with the selection available, but we hope this clarification helps explain the procedure and the options provided.
Kind regards,
Your Dolfi Team
Fast and accurat.
6 July 2026
Reply from Dolfi1920
Dear Passenger,
Thank you very much for your positive feedback!
We are pleased to hear that you were satisfied with our fast and accurate service. Your feedback is greatly appreciated and motivates our team to continue providing reliable support.
We wish you many pleasant journeys and safe travels!
Kind regards,
Your Dolfi Team
Still ignoring my request!
Still ignoring my request.
As you requested, I left my case number (01567253) but Dolfi1920 is still ignoring my request. Really poor support for serving a company such as Lufthansa.
The request was finally accepted and solved by refunding the additional expenses I had to pay to the custom.
Thanks for the support.
3 July 2026
Unprompted review
Reply from Dolfi1920
Dear passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
The customs fees were refunded to you on 07.07.26, please also see our email from 10.07.26 informing you of this. We do apologize for the delay.
Thank you
Best regards
Team Dolfi 1920
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