Just received my luggage. File a Claim with Lufthansa and the getting connected to Dolfi wasn’t the easiest. I receive a quote for my broken bag that was lower than the price paid originally (note th... See more
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
I received quick responses in every email I sent and I am satisfied with the solution they provided. The only remark is the suitcase replacement, it's not exactly the same product as my damaged one, t... See more
Company replied
Luckily, the luggage was repaired. The first information we got, was that is impossible to repaire the luggage. Later we didn´t get any other information. The only message we received, was that a... See more
Company replied
Very quick service! Submitted claim was processed the same day. The option to order new luggage was immediately available and confirmed the same day as well. After shipping, I received the suitcase a... See more
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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 34C, 65451, Kelsterbach, Germany
- +49 30 30806777
- info.germany@dolfi1920.de
- dolfi1920.de
4.1
Great
5K reviews
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Did not fix anything that was seriously…
Did not fix anything that was seriously damaged. They didn't replace the rivets or straighten the crooked hinge. Nothing was repaired. Not a single dent or scratch!
13 February 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 are not satisfied with the repair. We have, therefore, opened a complaint for you.
We would ask you to give us the opportunity to view the claims you have made by sending us a couple of pictures of the damages you have complained about.
We would like to point out that repairs cannot restore an item to its original condition. Traces of the flight damage can be visible on the luggage even after the repair. Unfortunately, it is not possible to remove these.
Scratches cannot be removed from the luggage. The airline also excludes signs of wear and tear, such as minor cuts, scratches, dents or dirt, from its liability. This means that we are not authorised to replace the luggage or refund its residual value on the basis of signs of wear and tear.
Thank you
Best regards
Team Dolfi1920
Great service experience.
It took a while until the suitcase was picked up by GLS (not at all Dolfi's fault), but then the suitcase was repaired in no time and returned to me perfectly.
Beside the damage on the outside of the suitcase, Dolfi also took care of a small issue in the suitcase -- which was very kind of them. Great service, fast turnaround! Thank you very much.
13 February 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 Dolfi1920
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 luggage that was registered under the reference number you have given was repaired and is currently on its way back to you.
We could find another recent case of yours in our system in which the damaged luggage was deemed irreparable. In that case you asked to be reimbursed for a new luggage you bought after the damage occurred. As we are generally not allowed to reimburse a passenger for a new luggage they bought after the damaged occurred, we answered with the explanation of the residual value we could reimburse you in that case. When you asked for a reimbursement again the necessary bank data was requested and the transfer was subsequently carried out.
Please also note that not all airlines have authorised us to carry out monetary reimbursement for them so we cannot generally offer this option. We are happy to provide information on request.
Thank you
Best regards
Team Dolfi1920
Luggage repair made easy
I initially had to wait a week or more for a response, but from that point communication was clear and prompt. My suitcase was picked up for repair and delivered within 48 hours.
22 January 2026
Reply from Dolfi1920
Dear passenger,
we thank you for your review and are very happy about your positive feedback. Our team is always eager to provide you with a first-rate experience, and we appreciate your suggestions.
Every positive feedback pushes us to do everything in our power to satisfy our customers.
We wish you safe travels for the future.
Best regards,
Team Dolfi1920
My suitcase was damaged on the flight to LAX
My suitcase was damaged on the flight to LAX. The extendable handle was broken, which made it very difficult to carry.
As the damage could not be repaired, I was offered a financial settlement, which I used on the Dolfi website to purchase a new suitcase. The selection was extensive. The suitcase I chose was delivered within two days, and everything is perfect. Although I was quite frustrated upon arrival in LAX, the issue has been resolved to my complete satisfaction. Thank you!
1 February 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 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 Dolfi1920
Fast and efficient solving of damaged luggage claim
Fast reaction on damaged luggage claim. Although not exactly the right size, prompt delivery of replacement suitcase. All within one week!!
5 February 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 did not receive the desired size and we do apologize for the inconvenience. We would very much like to exchange it for you. Please see your emails for details.
Thank you
Best regards
Team Dolfi1920
I was pleasantly surprised by how fast…
I was pleasantly surprised by how fast my complaint was dealt with. Contact on line was easy as was the filling of the provided info form.
3 February 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 Dolfi1920
Great and very fast support
11 February 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 Dolfi1920
they immediately recognized that my…
they immediately recognized that my suitcase couldn't be repaired and send me a new one ☝️
12 February 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 Dolfi1920
Communication was swift and on point
Communication was swift and on point, and the suitcase was repaired thoroughly. Very satisfied with the service.
2 February 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 Dolfi1920
Easy, friendly and quick
Easy to handle, excellent, very positive and friendly communication via email, extremely quick and easy solution.
Luggage damage registered on Tuesday, on Thursday the same week, a new luggage has been delivered to my home
12 February 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 Dolfi1920
Just received my luggage
Just received my luggage. File a
Claim with Lufthansa and the getting connected to Dolfi wasn’t the easiest. I receive a quote for my broken bag that was lower than the price paid originally (note that I submit the receipt and that I purchased my luggage 24 hours before the trip so it was brand new). For the budget I was assigned, I had limited options but still was able to select a new luggage and received it home in few days
11 February 2026
Reply from Dolfi1920
Dear passenger,
we thank you for your review and are very happy about your positive feedback. Our team is always eager to provide you with a first-rate experience, and we appreciate your suggestions.
Every positive feedback pushes us to do everything in our power to satisfy our customers.
We wish you safe travels for the future.
Best regards,
Team Dolfi1920
Great service and fast delivery
I am very satisfied with your services. Thank you very much for sending me a new suitcase so quickly. I am really happy and appreciate yourquick response.
5 February 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 Dolfi1920
It was too fast in reply emails and…
It was too fast in reply emails and processing the case. Now I guess is going to deliver on time the luggage on my home.
11 February 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 Dolfi1920
Fast Process
Fast Process, less then a week to get back my luggage!
Professional work - even more done then expected !
Great callcenter with human consultants with knowlege
11 February 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 Dolfi1920
Smooth & quick but with important drawbacks
I am satisfied with the really quick processing and user-friendly way to claim a luggage damage.
I have got a refund significantly lower than filled out in the form but I did accept as I was glad, that they responded quickly and provided some refund.
However, I was disappointed by the support office. I have called there to make sure about the prices of the luggage proposed (instead of the damaged) and it was impossible to understand. The call service officer repeated the same thing and did not really answer my questions. In addition, roughly all replacement luggage was proposed with an additional cost, so that I had to pay to replace the luggage which was damaged by the airline.
In sum, I have bought a set o luggage, so that it made more sense since I had to pay anyway and the process continued very smoothly and quickly. The luggage seems to be of good quality.
**RESPONSE TO THE DOLFI RESPONSE**
Thank you for the explanation of the process. I understand that you are acting on behalf of Lufthansa Group.
Anyway, due to the damage, I had additional costs with the replacement luggage even though it was not caused by my fault.
Under Article 17(2) of the Montreal Convention, the carrier is liable for damage to checked baggage that occurs while it is under the carrier's control. The age of the baggage does not exempt the carrier from liability.
The suitcase had a clear value at the time of the incident and its value was indeed equal to the one of the date of purchase. I am entitled to reimbursement for that value, regardless of when the suitcase was purchased.
As a carrier operating under EU jurisdiction, Austrian Airlines is required to adhere to the Montreal Convention, which prevails over any terms and conditions set by the company.
The purchase documentation of the luggage was provided during the replacement process.
6 February 2026
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 1,5% per month. The maximum deduction is 90%. 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.
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.
If no documentation of the purchasing price is available, the regular sales prices of the manufacturers are used for the value calculation.
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 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 Dolfi1920
A quick delivery!
10 February 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 Dolfi1920
Don't waste time with these. Tap Air trashed baggage.
DON'T use Dolfi No Point, say they don't receive payment! Doing it for nothing then? Tap Air referred to Dolfi, I submitted so much information from PIR to Booking ref to Flight number to these and much time spent doing it.
They requested Eur 70 to TAP and said wait for processing time.
Then I go back to TAP AIR only to be told to submit this lot and more they are refusing to componsate for a bag they trashed.
I hope I can add photos to this later.
Case ( 01448599).
23 December 2025
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.
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
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