Dolfi1920 - Czech Republic Reviews 23

I can not upload the pictures of my damaged luggage

My experience with dolfi1920 has been the most unpleasant, unfriendly, rude, unprofessional, unhelpful experience I have ever had. I have received my bag broken on my trip to Prague on 27th Nov 25, I submitted damage report providing several photos from different angles & invoice stating the value of 200 Euro and date of purchase stating less than 1 year old. Initial offer from dolfi1920 was 84 Euro which is less than 50% of the value of the bag stating that based on their assessment it is 3 years old and worth 120 Euro relying on the price from the brand website (I travel quite often so I am a heavy user so I don't know what was their reference for the age of the bag! + I bought it if from local free shop at higher price so don't know why they are referring to the website price?!). I submitted an objection and after 2 months & 6 follow up emails, I was contacted by someone called Adrián Rédli that they have reassessed my claim and all of a sudden their new assessment is that the bag is 6 years old and original value is 100 Euro claiming that his/her colleagues' assessment was wrong which was completely unprofessional feedback & it only sound to me like a punishment to me because I was just not satisfied with the initial assessment. After submitting a negative review of course on google, the same contact approached me with an offer to deliver a similar bag to me to an address in Europe as they can not deliver it to my home country (which really sounds ridicules to me! How am I supposed to provide that!) so as a way to solve that I asked to provide me the value of this bag which was 109 Euro (although much less than the original value) to let this topic closed but the feedback received from the same contact that this is not possible and all what they will offer me is 30 Euro & that's it. I strongly believe that this contact is taking this personally & insistent of taking away my right & don't want to solve this issue at all or maybe there is some discrimination issues regarding middle east nationalities or so which is a real shame! Would highly appreciate your support to have that resolved, ideally providing me the original value of my broken bag or even the 109 Euro value of the offered bag to have this topic closed which was pending for 3 months now.

Thank you for taking the time to provide your detailed feedback, however, I am resubmitting my review to further clarify the case. I have received my bag broken on my trip to Prague on 27th Nov 25, I submitted damage report providing several photos from different angles & invoice stating the value of 200 Euro and date of purchase stating less than 1 year old. Initial offer from dolfi1920 was 84 Euro which is less than 50% of the value of the bag stating that based on their assessment it is 3 years old and worth 120 Euro relying on the price from the brand website (I travel quite often so I am a heavy user so I don't know what was their reference for the age of the bag! + I bought it if from local free shop at higher price so don't know why they are referring to the website price?!). I submitted an objection and after 2 months & 6 follow up emails, I was contacted by someone called Adrián Rédli that they have reassessed my claim and all of a sudden their new assessment is that the bag is 6 years old and original value is 100 Euro claiming that his/her colleagues' assessment was wrong which was completely unprofessional feedback & it only sound to me like a punishment to me because I was just not satisfied with the initial assessment. After submitting a negative review of course on google, the same contact approached me with an offer to deliver a similar bag to me to an address in Europe as they can not deliver it to my home country (which really sounds ridicules to me! How am I supposed to provide that!) so as a way to solve that I asked to provide me the value of this bag which was 109 Euro (although much less than the original value) to let this topic closed but the feedback received from the same contact that this is not possible and all what they will offer me is 30 Euro & that's it. I strongly believe that this contact is taking this personally & insistent of taking away my right & don't want to solve this issue at all or maybe there is some discrimination issues regarding middle east nationalities or so which is a real shame! Would highly appreciate your support to have that resolved, ideally providing me the original value of my broken bag or even the 109 Euro value of the offered bag to have this topic closed which was pending for 3 months now.

Dolfi1920 is not a luggage service, it’s outsourced cost reduction organization by airline company.
Dolfi1920 doesn’t appreciate existing luggage and prefer to sell new one with margin.
This way expense is turned to profit.
No help or service available.

Disappointing Experience with Delfi1920
I regret to share my frustrating experience with Delfi1920 regarding the repair of my RIMOWA luggage.
On November 26, 2025, during my flight from Cape Town to Prague with Swiss Airlines, my luggage was significantly damaged—one of the wheels was torn off, creating a large hole in the suitcase, the surface was dented, and the contents were partially damaged. At the airport, I promptly reported the issue and was informed that the repair would be handled by Delfi1920.
On November 28, I received a confirmation email from Delfi1920, complete with a registration number, assuring me that they were committed to ensuring a pleasant experience with their services. My luggage was picked up for repair on December 5.
By December 8, I received another email confirming that they were working on my luggage and that I could expect further updates within 24 hours, or usually even sooner. Unfortunately, this email turned out to be the last communication I had received from them.
Despite attempts to get in touch, including call and an email on December 19 requesting updates and emphasizing my need for the suitcase to be returned before my departure on December 30, I have yet to receive a response.
I am deeply disappointed with the level of service provided

**

After Lufthansa damaged my luggage on March 3rd, I submitted a claim through Dolfi1920. At first, their communication was frequent—especially when they were asking for an extra €30 to "upgrade" my suitcase, even though my original one was already expensive. They emailed me daily to check if I had sent the payment.

But as soon as the money was sent, the communication stopped. They ignored my emails for weeks. When I finally received a reply, I was told the suitcase I selected would take two more weeks to be dispatched from the supplier. Today is April 30th—almost two months later—and I still have no suitcase, no updates, and no resolution.

This company is extremely unprofessional. I feel scammed and completely played. I do **not** recommend anyone waste their time dealing with them. In my opinion, the other positive reviews must be fake—my experience has been nothing short of frustrating and dishonest.

I completely agree with the complaints about the company Dolfi mentioned here. Their customer service is terrible.I had my baggage irreparably damaged on BY flight from London to Prague - in November 2024 case 01049017. Damage report was written on the airport (with a very reasonable price of 2.000 Czk. I was told that compensation for baggage damage on trips with BA is handled by the company Dolfi. I contacted Dolfi and documented everything, including the report, boarding passes and photos of the damage. Without any explanation, they reduced the value of the luggage to 1,500 CZK and even deducted depreciation, which, according to a ruling by the Supreme Court of the Czech Republic, they are not entitled to do.What followed was an endlessly long email conversation with (they have no support chat or phone line) with a single goal: to avoid providing any compensation. As written in an other complain here their policy says that after 30 days they will send you a baggage of their choice as a replacement in value of 1.050 CZK???. So they're just taking time and not answering so that they can send a cheap baggage as replacement. After many more emails, I was told that They will not handle my case and told me to contact BA directly. When I visited Dolfi's offices in the Czech Republic in person, I was referred to BA, but I was not given any email address or phone number—only a link to BA’s website.I am tired of this and will not tolerate it any longer . In case they do not solve this issue I’m considering taking the matter to court.

On Thursday, April 17th, Dolfi contacted me and without any explanation, adjusted the price from the original CZK 1,500 to the correct CZK 2,000. That was positive. But to my surprise, they deducted depreciation again. I pointed out to them again that according to the decision of the Constitutional Court of March 19, 2008, the insurance company (or the party replacing the damaged item) has no right to deduct any depreciation. Furthermore, the law (NOZ), specifically § 2969, states: "When determining the amount of damage to an item, it is based on its usual price at the time of damage, and it takes into account what the injured party must reasonably expend to restore or replace the function of the item." Nowhere in the law does it mention deducting wear and tear, or reducing the insurance payment by the appreciation of the item through repair. In the case of total damage to the item, it is based on the usual price at the time of damage. It is completely irrelevant what rules they set for themselves. They must comply with Czech laws. And to top it all off, they increased the number of months for calculating depreciation by all the months they themselves have been dragging out the whole matter?
I have been consistently available to select luggage from the Dolfi website's selection, provided it is for the full value of CZK 2,000.

Worst company ever!

I am dealing with them from January 2025.

I recorded case of damage on my lugage imediately after we landed in Pristina on 2 nd January 2025 REGISTERED UNDER NUMBER PRNOS35342

They are irresponsive!

After few weeks only they finally reacted and proposed me to take a smaller suitcase with additional payment from my side, which I refused of course.

And than again urging procedures to kick them again and again followed.

As I was on the EU mission related to the Kosovo 2025 Elections I informed them in written that mission will be finished on 06 March 2025 and I am leaving to Slovenia, providing them address where to send me replacement. Obviously nobody there is not reading your msg and they informed me ONLY on 14 March 2025 they are sending me replacement suitcase in Pristina, Kosovo, ignoring a fact I am not there anymore.

Even on 26 March they were reminded again that in February 2025 I sent them address in Slovenia where parcel should be sent even today on 11 April 2025 nothing was sent on address given to them.

Shame on Dolfi 1920 and especially Austrian Airlines which use such a crappy company as contractor. to stress customers!

Of course I will not give up and will very soon address issue on EU body which will definitely protect my rights.

Marko Logar LL.B.

how can this company still operate? CHEATERS...they get the payment, and disappeared...no one answers

We had our baggage irreparably damaged and looted on a eurowings flight from Rome to Prague. They said dolfi would take care of the claim. Dolfi assessed the damage and value of the baggage for 129€ (even though the price is more than 150...). Anyway they offered a 100€ voucher to buy a new one from their shop. But between their underevaluation of our baggage and their horrible prices we're supposed to give them a lot of money on top of the voucher. So I asked for a refund. They replied they needed to check if it was possible. They vanished. I keep writing them (they have no support chat or phone line) and they keep answering like a bot that they have to check with the accounting department. Point is that in their policy says that after 30 days they will send you a baggage of their choice as a replacement. So they're just taking time and not answering so that they can send a cheap baggage as replacement. Either that or giving them money to buy a better one which still wouldn't be as good as they one we lost.
EDIT: RIGHT AFTER I POSTED THIS REVIEW THEY FINALLY DECIDED TO REFUND.
SO I RAISE TO 3 STARS.
THANKS TRUSTPILOT!

Travelled with Lufthansa and noticed my luggage was damaged. Received a voucher for Dolfi1920 and placed and order. It’s been OVER A MONTH?!? No sign of the bag, no tracking number. Disappointing. I need my refund and money back straight to my bank account. Not only have you damaged my luggage but now collected my money without giving me a luggage? They even lied to me and said I would receive my luggage in 30 days. Very poor service.
I want to request total refund £97.77 to my account

After landing in Krakow and made the damage report, we were directed to contact Dolfi1920. The damaged items are (1) a broken baby stroller and (2) a protective travel bag for the stroller.

I have immediately sent an email but no answer had been provided. After calling to the Polish office, the case moved forward and after a few days I got an email from the Czech Dolfi1920 office. They presented a list of options to choose a new stroller. None of the options presented were the same brand and none of the options matched the quality of our stroller - the quality and specifications were inferior. In addition, there was no reference to the specific models, just the brand.

No indication or offer has been made to the damaged protective travel bag.

Tried to call the Czech office several times, for several days - the same automated answer the automatically drops the call.

Sent several emails and no answer has been provided until now.

I need the baby stroller on a daily basis and the current condition of the stroller is dangerous (due to the sharp edges).

I need the case to be solved now, not in 4, 5 or 6 months. I specifically indicated in the emails that I need the exact same stroller and exact same bag as replacement. If Dolfi cannot provide that, a refund needs to be issued immediately so that I can take care of the replacement on my own! I have already sent the receipts with the detailed specification of the items and respective cost.

When dealing with baby equipment the case should have maximum priority, which is clearly not happening now.

Update (16.10.2024):
after exposing my case here in TrustPilot, I got today an answer from Dolfi stating that only the protective bag would be considered, and not the stroller. They claim that the damage report does not consider the stroller - even tough the report clearly states the two items, the respective cost, and their age.

It is completely unacceptable and unprofessional. I've immediately replied, stating the facts and re-sending the report with the two items identified. Gave them the deadline until the end of day to correct the situation and consider the two items.

In case they do not reply or consider the two items, I will file an action in court. I am tired of this and will not tolerate it any longer.

I submitted my request in July as I had a damaged suitcase. They only got round to allowing me a refund on 4th September
, which they said it will take up to 30 days (4th October). When it was 4th October I said where is my refund and they said it will be with you within the 30 days (but it had past that). They then said to me it will take 30-45 days. But i said it’s not good enough as I don’t understand how a refund takes that long! They lied to me on the first occasion saying 30 days. I am demanding my refund now as the customer service is poor!

My experience:
My luggage was damaged in the airport, and I have contacted the airlines who directed me to Dolfi. They have been supportive, responsive, and sent me the replacement based on level of damage in a timely manner. Great service. Thank you.

Swiss air damaged by luggage and I sent a claim, they responded with introduction of their partner who handles such cases. Form the first look DOlfi1920 sounded a bit on the edge. First of all the name of the company is a bit hilarious :) and also reviews on google and Truspilot were below average satisfaction. This is why I did not trust it 100%. However, it worked out really well. Dolfi sent me a link where I could select a replacement piece of lugagge. I selected items for 0 eur and just got it after 3- 4 days. The only pity is that I could also select a different piece of luggage (better brand, different size..) and pay some change. In a fear of scam, I selected cost free replacement. It is still a good piece and I will use it. thanks,