I have gotten a confirmation now that they are sending the suitcase. It took about three weeks to get an answer. The application itself was swift and smooth. I wish it was easier to contact them after... See more
Company replied
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Review summary
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Reviews shaping this summary
Fast and quite easy process. Only pity that no choice for other option. But suitcase replaced 1:1. And I'm satisfied.
Company replied
Amazing customer service! Everyone was so kind and helpful. I am not exaggerating when I say this has been the best customer service I have received since moving to Germany. The staff were friendly an... See more
Company replied
We received today our luggage from a repair trip in Dolfi1920. The speed and quality of the service was excellent: we were kept informed what is going to happen next and it really happened fast. Lugga... 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
4.1
Great
6K reviews
Asks customers to review
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Since end of May still no luggage
Sooo just to reply to the comment to my last review since I called the call center now and the guy was only able to tell me that he did not know anything about what I was asking. Apparently, the only way to obtain info is through Trustpilot.
How is it possible that a luggage confirmed lost on 29/07/2026 is still to be sent on 07/09/2026, after more than one month has passed?
7 September 2026
Unprompted review
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.
luggage fixed in record time
luggage collected, fixed and delivered in less than a week
31 August 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
Very happy with the service
Very good communication throughout the process will regular updates. Luggage was collected and delivered without charges.
However, damage reporting time to Dolfi1920 should be increased from 7 days to 30 days after occurrence.
4 September 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 answer was very fast and I got a…
The answer was very fast and I got a new suitcase.
1 September 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
Easy and comfortable solution to get…
Easy and comfortable solution to get the suitcase being repaired
4 September 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 response and solution
25 August 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 uncomplicated and very fast
Our experience was great: it was a luggage damage with discover airlines and at least one week after return we recieved a new suitcase
27 August 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 comfortable
31 August 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
Dodgy webshop patronised by airline companies
It is very sad that airline companies such as SAS have outsourced passengers' damaged baggage claims to this dodgy company. My suitcase was destroyed on a SAS plane, and after much paperwork (filling out two different reports), I was offered a voucher in compensation. I was forced to use this in the Dolfi1920 online shop instead of just receiving the money, which they make nearly impossible (which is technically illegal, but of course they usually get away with it). On their website, they try to trick you into choosing a suitcase for which you have to pay extra. They do have a few options that say €0, without mentioning the product's actual value. Needless to say, when you pick one of those, you lose the difference between the voucher's value and the suitcase's price; I assume they pocket the difference. I chose a suitcase online, but when I received it, it turned out to be of a different (budget) brand. Not what I had ordered.
26 August 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.
Please note that you did not order from our online shop. You were sent the access to our online shop and to our catalogue with special offers. You ordered a luggage from our catalogue with special offers. The catalogue with special offers has fixed prices.
We are sorry to hear you say that you did not receive the luggage you have ordered. We have opened a complaint in our system and would ask you to please send us some pictures of the luggage and parcel you received. Please see your emails for details.
Thank you
Best regards
Team Dolfi 1920
Very disappointing experience – weeks of repair, repeated follow-ups, and ultima
Unfortunately, my experience with Dolfi1920 has been very disappointing.
My Rimowa Aluminium Check-In L, which was damaged on a SWISS flight, was sent to Dolfi1920 for repair through SWISS. The suitcase had already been in the repair process for several weeks when I contacted Dolfi again towards the end of July for an update.
As I was due to travel on 7 August, I contacted Dolfi in writing on 24 July to ask about the repair status and explicitly informed them about my upcoming trip and the need to have my suitcase back in time.
On 1 August, I contacted Dolfi again and clearly stated that I needed my suitcase back no later than 6 August. As I still did not receive a concrete update or solution, I followed up several times by phone. I was essentially told that my request had been forwarded to the relevant department.
On 4 August, I contacted them again to ask for an update and specifically asked what alternative solution or replacement could be provided if my suitcase could not be returned in time.
Only on 5 August was I informed that the suitcase had been shipped from Germany. On 6 August, I was then informed by the delivery partner that it was unlikely to arrive before my departure. When I contacted Dolfi again, I was told that they could not provide any further solution and that I would need to contact SWISS regarding the resulting costs.
The suitcase was eventually delivered on the morning of 7 August – by which time I had already left for my trip.
The result was that despite my suitcase having already been under repair for several weeks, and despite repeatedly informing Dolfi well in advance of my exact travel date, I did not have my suitcase available for my trip. I was therefore forced to purchase an equivalent replacement suitcase at my own expense immediately before travelling. So far, I have been left to bear these additional costs myself.
Unfortunately, my experience with the subsequent complaint handling was similarly disappointing. I again had to follow up repeatedly before receiving a response.
Eventually, I was offered either a “small gift” or a 30% discount on the purchase of a new suitcase as a gesture of goodwill.
Throughout the entire case, Dolfi was aware that my suitcase was a Rimowa Aluminium Check-In L. When I therefore confirmed that I would accept the 30% discount and asked how I could use it towards a new Rimowa suitcase, I was only then informed that the discount was exclusively valid for products sold through Dolfi’s own online shop – and that Dolfi currently does not offer Rimowa suitcases at all.
This means that the proposed gesture of goodwill is of practically no use to me in this specific situation. I do not need another suitcase from a different brand, particularly after already having been forced to purchase an equivalent replacement because my own suitcase was not returned in time.
For me, the most disappointing aspect has been the overall communication and handling of the situation. My suitcase had already been in repair for several weeks, I gave advance notice of my upcoming trip, followed up repeatedly in writing and by phone, and even explicitly asked for an alternative solution. Nevertheless, no timely solution was provided.
From a company handling baggage claims and repairs on behalf of an airline such as SWISS, I would have expected much more proactive communication and a genuinely customer-oriented solution.
Unfortunately, a very disappointing experience, particularly regarding communication, response times and the subsequent handling of my complaint.
3 September 2026
Unprompted review
Reply from Dolfi1920
Dear passenger,
thank you for your feedback.
We are sorry that the quality of the service offered did not meet your expectations.
Any comments from customers are an extremely valuable source of information for us on how to improve the quality of the services offered. We apologize for any inconvenience.
We will analyse your case to solve the problem.
We wish you safe travels in the future.
Best regards,
Team Dolfi 1920
Their entire service level needs a makeover
Both the chosen service level and the execution of it is 1-star. Meaning that they aim really low and manage to hit even below that. I am very disappointed.
3 September 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. A complaint will be filed with the courier.
Thank you
Best regards
Team Dolfi 1920
Not a serious repair
Communication is kind of cumbersome. The repair went wrong. The broken suitcase lock was partially replaced but still didn't work properly. Even so, the suitcase was returned to us.
2 September 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 repair. A complaint has already been opened in our system.
Thank you for sending us pictures of the luggage after the repair. We will get back to you as soon as our workshop foreman has assessed them.
Best regards,
Team Dolfi1920
They did not repair my bag properly bit…
They did not repair my bag properly bit they send it back. Terrible service
2 September 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 repair. We have,
therefore, opened a complaint on your behalf. Please see your emails for details.
Thank you
Best regards,
Team Dolfi1920
Excellent service
Excellent service. Professional, fast, and high-quality. The entire service is built around genuine attention to and respect for the customer. Bravo! This kind of service really enhances Lufthansa’s overall reputation. It makes you feel that you’re in safe hands.
10 August 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
I am not satisfied with the value I…
I am not satisfied with the value I received for my damaged bag. For me, the bag was in good condition, which I could have used for another 4/5 years. With the damage, I am forced to look for a new bag and the depreciated value refund does not make any sense to me.
2 September 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
Pretty fast and easy handling with an…
Pretty fast and easy handling with an excellence Communication
2 September 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
Great communication and great support
23 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
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