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
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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
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 34C, 65451, Kelsterbach, Germany
- +49 30 30806777
- info.germany@dolfi1920.de
- dolfi1920.de
4.1
Great
5K reviews
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Very strange experience - Aweful
Very strange experience. First they are quick to answer and respond to standard situations. But in cases when they shipped the replacement bag that i did not choose (they shipped a bag that i did not finalise check out on their web store), they try to charge me for their mistake.
Then we had many very nice calls and then promisses that they will fix this issue and they understand only to send me same email that looks as automated or AI and provide no solution. The service reminds me autoritarian management guided with no real customer service. Escalation does not work. Staff has no idea or power how to solve complex issues where they messed up. After 20 calls and 30 emails still no solution. This is not fair. I want to believe this is an isolated case, not sure when will this be solved. This is now a month old issue. Awful. I have not seen this sort of customer service for a very long time. Truly upper management issue.
30 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 have reviewed both your cases and have received an order for a new luggage in each of them. We have forwarded the order confirmation to you via email so you can see it for yourself.
As we have delivered the model you have ordered the shipping cost for returning it has to be borne by you. Please also note that the luggage you want to return can only be returned unused and wrapped in the original packaging.
Thank you
Best regards
Team Dolfi 1920
Damaged luggage
The cost of damaged luggage was 450 PLN. After checking the luggage dolfi give us possibility to chose a luggage 300 PLN worth.
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.
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
Very good and clear communication and…
Very good and clear communication and frequent updates. Very professional repair!
12 March 2026
Unprompted review
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
Expedient Service
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 few days later. The entire process took about a week, excellent! Thank you very much! Only down side, entire process was digital: so for folks traveling or not having electronic devices, it might be more cumbersome to submit the claim.
26 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 would like to point out that being able to file everything online is a huge step forward and makes the process easier for the passengers. In the past the passengers had to send all documents, pictures, etc. via post, which took much longer and was much more work for the passenger.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Everything went perfectly
Everything went perfectly: fast and professional - I am happy with this uncomplicated process and with my new suitcase which has reached me within three days.
27 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 prompt and clear communication
Very prompt and clear communication.
Very fast processes. From contacting Dolfi to receiving the repaired suitcase at home it took only 11 calendar days
26 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
Suitcase lock repair
Repaired the broken lock, but also replaced the broken zips and fixed a tear in the outside material without us having requested it. I think they even wiped the suitcase down because it came back to us looking much cleaner and less dusty than before :)
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
Fast and great service
Picked up the dammaged bagge one day earlier then expected (Tuesday) and by Friday I had it already back repaired. They also fixed two other issues that were not even part of the damage. Super happy with the service.
27 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
Your company sure deal with cases…
Your company sure deal with cases promptly. Glad that at least we could get the luggage as I had to throw mine away. Keep up the good work.
27 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
Fast, professional service
Fast, professional, and very friendly service. The replacement for my damaged suitcase was handled smoothly. I’m very pleased with the support.
23 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
Professional in all aspects
Professional in all aspects. Quick and easy without any delay. Above expectations. It was my first time experience with damaged luggage but it was really well maintained.
27 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
Everything went well
26 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
Everything went very smoothly
Everything went very smoothly. No back and forth and bargaining took place. I received a new suitcase only 2 days after I submitted my claim. I guess the quality of the new suitcase is better than my own suitcase.
26 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
It could be a more except time for GLS
25 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.
Unfortunately, the timeframe for the pick-up cannot be narrowed down.
We wish you safe travels for the future.
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
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
Good repair but very lengthy process
Quick initial respons to my claim and the suitcase was going to be repaired. Repair was well done.
However, all in all the process took 1 month, of which the actual repair was 2 days. I set pickup dates 4 times without any pickup happening and on the return, the bag was brought to a parcel shop and it took me several days before I got the information where it was. So a frustrating experince that required a lot of attention from my side and many emails to Customer Service.
25 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 to hear that the pick-up did not take place as agreed upon and we would like to apologize for the inconvenience.
Thank you
Best regards
Team Dolfi 1920
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