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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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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How to get a new suitcase if they breake yours, go from EUR 48 to EUR 98,9.
Short summary: It took 28 emails and over a month to get a new suitcase. We startet at a voucher of EUR 48 and ended in a suitcase with the value of EUR 98,9.
After the flight, my suitcase was damaged beyond repair, and Dolfi1920 admitted that.
Then they came with their first offer:
They estimated my suitcase to be two years old and a new cost of EUR 60. That resulted in a voucher for EUR 48.
(Try finding a new suitcase on their webpage for that price.)
In fact, my suitcase was 2 months old, never used (a Christmas present), and the new price was EUR 107. I sent them the link for the suitcase. Their experts insisted that the price was EUR 60. It took quite a few emails to actually get them to understand how the internet works and that they could verify the price of my suitcase.
Then the following offers:
Raised to EUR 60
Additional 12% on the 60
Raised to EUR 80
Discount EUR 1.21 (not kidding you)
Additional 12%
Finally, they asked what color of suitcase I wanted and sent the one we discussed, priced at EUR 98.9
Lost value of around EUR 7, and had to go through this insane process.
11 March 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 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.
If no documentation of the purchasing price is available, the regular sales prices of the manufacturers are used for the value calculation.
We are sorry to hear that the price was not ascertained correctly. The involved personnel has been instructed on proper procedure and we do apologize for the inconvenience.
Thank you
Best regards
Team Dolfi 1920
Should be zero
Should be zero! Not professional. Bad communication and low quality of service.
3 April 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 happy with the delivery of the new luggage. We wanted to quickly and easily replace the luggage for you.
Please keep in mind that the airline prescribes a deduction of 15% per year from the original value of the damaged luggage. The new luggage was sent to you as a gesture of goodwill and is worth more than the residual value of the damaged luggage.
We can open our online shop for you once the luggage you have complained about is returned to us unused and wrapped in the cardboard box so that you may choose a new model.
We can also offer you a model with an expansion free of charge. Please see your emails for details.
Thank you
Best regards
Team Dolfi 1920
great and easy to work with
2 April 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
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
quick and unproblematic
8 April 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 Dolfi 1920
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.
Please note that not all cases of damaged luggage are automatically forwarded to us by the airport or airline. This means that in most cases we have not received the data and pictures you have already provided to the airline. All the information requested during registration on our website is necessary to process your claim.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
The service was fast and excellent
The service was fast and excellent. I'm very satisfied.
8 April 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
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
Ease of use and very quick response time
30 March 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
Quick review and service
2 April 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
Very quick answer
Very quick answer within some hours. Good solution offered. Great experience 😊
Fallnummer 01515488
1 April 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
Efficient Service, but Replacement Did Not Match Original Luggage
It was easy to use the website and upload pictures of the damaged luggage, and the decision to replace my luggage was made quickly. The replacement arrived on time, and I was impressed with the seamless service delivery.
However, the color selection was quite limited. While my damaged bag was orange with a leather-like look and feel, the replacement did not match in color or material and was also significantly smaller in size.
6 March 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 sorry to hear that you are not satisfied with the new luggage you have received.
A new luggage was sent to you right away out of good of goodwill. Please keep in mind that the airline prescribes a deduction of 15% per year from the original value of the damaged luggage. The luggage we have sent to you exceeds the residual value of your damaged luggage.
If you would like to return the luggage you have already received and choose a new one within the residual value of your damaged luggage, please contact us at feedback@dolfi1920.de .
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
Dolfi is not reliable in evaluating prices
I think Dolfi makes their own rules for a refund or for voucher in their shop. My suitcase price was not adhere to plus they add depreciation to a suitcase i could have used for many more years but was unfortunately mishandled.
27 March 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 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.
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
Great Service and follow-up !!
Great Service - Quick follow-up and response!!! I highly recommend their service
20 March 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
Very responsive and quick turnaround
Very responsive and quick turnaround. My RIMOWA aluminum suitcase was returned fully refurbished in less than a week.
30 March 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
Excellent customer service
30 March 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
The on-line link took long time to fill…
The on-line link took long time to fill out, requested severval pictures to finally in the last click tell me, that is has technical difficulties.
I had to re-write everything in an email...
28 March 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 technical problems occurred when you tried to register your case on our website. We thank you for sending the necessary information to us via email. This way we could manually create the case in our system.
A new luggage has already been sent out and is currently on its way to you.
Thank you
Best regards
Team Dolfi 1920
It was really simple to comunicate with…
It was really simple to comunicate with you and we are very content with the summery and the solvation of our problem.
31 March 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
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
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