Fast and complete help and repair of the damaged case. May you should think about if the contact language in English is correct. Not everyone in Germany is able or willing to communicate in English.... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The good contacts, updates and follow-up. Also to know if one is not satisfied with the luggage been replaced. It will also be nice if GLS can be specific about the time for pickup or delivery!
Company replied
Fast and reliable processing of the case. Very fast pickup and delivery. As a little „minus“ for a five star experience: The repair was not perfect. Some bumps and scratches are still visible. Thi... See more
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Although the service was a bit "bumpy" at first, everything was sorted out after a personal phone call. My suitcase has now been repaired and returned, and I’d like to thank you for the professional s... 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 34D, 65451, Kelsterbach, Germany
- +49 30 30806777
- info.germany@dolfi1920.de
- dolfi1920.de
4.2
Great
6K reviews
Asks customers to review
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Extremely friendly, extremely fast, extremely competent
Super fast, super friendly.
The team sent extremly friendly mails informing me about every step.
My bag was picked up and brought back to me with a brand new zipper the exact colour of my bag, and even a brand new lock.
Extremely recommendable!
28 July 2026
quick handling of complaints
24 July 2026
All in all just a great experience
All in all just a great experience, fast replies and my new suitcase came fast and easy. 5/5 stars I hope I don’t have to file another complaint about my suitcase soon but the Dolfi1920 made it easy and comfortable.
27 July 2026
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.
Very complicated
Very complicated. Especially the problems of getting into contact with it. Takes extremely long until you get your repaired things back. I still don’t know where my suitcase is, even though I was told that it was sent to me. I had to help myself by asking a friend to borrow me one!
10 July 2026
Reply from Dolfi1920
Dear passenger,
thank you very much for taking the time to share your experience of our service. Your feedback is very important to us.
You are welcome to contact us via our website, via phone or via email. You can find all of our contact data on Google, here on Trustpilot and on our website: https://www.dolfi1920.de/faq/contact-list.html
Your damaged luggage was collected by the courier on 14.07.26 and we handed it back to the courier on 24.07.26 to be shipped back to you. It is currently still on its way to you and, according to the courier, is due to be delivered to you today. The tracking number has been sent to you; please check your emails.
We always try to take departures into account and, where possible, send the luggage back to the passenger before their departure. As we were not aware of any departure in this case, we were unable to take this into account.
Please note that we do not have access to bookings, flight details, etc. Even if the airline is aware of your departure, this does not mean that we are. We can therefore only take your departure into account if you inform us of it.
Thank you very much
Kind regards,
Team Dolfi 1920
Fast and efficient
Very fast and friendly mail communication due to unsuitable application form
27 July 2026
No real replacement, no meaningful replies
My suitcase was relatively new, had only been used once before, and was in very good condition before it was damaged during air travel. Dolfi1920 assessed it as irreparable.
I therefore asked for what I consider a fair and reasonable solution: a genuinely comparable replacement suitcase without any additional payment.
Dolfi1920 describes its own service for unrepairable baggage as a “one-to-one or similar replacement”. However, in practice I was referred to their webshop, where the comparable suitcases required additional payment. I even identified specific models in their own shop which appeared comparable to my damaged suitcase, but I was still expected to pay extra.
Dolfi1920 also informed me that the valuation could potentially be reviewed if I provided additional documentation. I then explained the age, condition and specifications of the suitcase, offered to provide documentation of the purchase amount, and pointed out specific comparable replacement models.
This was simply ignored.
The replies I received did not meaningfully address the documentation I offered, the comparable models I had identified, the condition of the suitcase, or Dolfi1920’s own wording about “one-to-one or similar replacement”.
I wrote several times and explained that I was not asking for an upgrade, a discount code, or partial support towards buying new luggage. I simply wanted a comparable replacement suitcase, so that I would not be left with an additional cost because of damage I did not cause.
Instead, Dolfi1920 repeatedly responded with standard replies and referred me to a 12% discount code on the additional payment. In my view, a discount code on an extra payment is not the same as a “one-to-one or similar replacement”. At no point did they try to help me, or offer an alternative.
Eventually, the case was forwarded to the airline for monetary reimbursement. That may be the necessary next step, but it does not change my experience that Dolfi1920 did not provide the replacement solution they describe on their own website.
I did not feel listened to, helped, or met with any real willingness to resolve the issue. Instead, I felt left with a choice between paying extra for a comparable suitcase or having the case passed back to the airline. In my view, that is not a reasonable way to handle a relatively new suitcase that has been assessed as irreparably damaged.
26 July 2026
Unprompted review
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 10% immediately after the purchase per year. The maximum deduction is 80%. 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
Bad experience
Bad experience, they just send you what they think is good for you, different size, late service.
paid service!!!
So they take your money and give you their choice …very late!
17 June 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 you were not satisfied with our service. We will work hard to make improvements so that all customers are completely satisfied.
We would very much like to review your case. For this please let us know your case number or contact us directly under feedback@dolfi1920.de .
Thank you
Best regards
Team Dolfi 1920
Extremely long processing time
Extremely long processing time; the hotline provided no information; it wasn't until I hired a lawyer that the issue was resolved—and then it was handled very quickly, on the very same day.
24 July 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 were not satisfied with our service. We will work hard to make improvements so that all customers are completely satisfied.
We always try to accommodate departure dates that are provided to us and try to return the luggage before the departure. Unfortunately, this is not always possible.
We did offer you a loaner suitcase, but you declined it.
We have not received any communication from your lawyer yet. The luggage is being returned to you, as the repair is now finished. Had it been finished earlier we would have returned it to you earlier.
Thank you
Best regards
Team Dolfi 1920
Suitcase repair in the spirit of sustainability
Thank you for repairing my Samsonite suitcase. I am more then satisfied!
It is my suitcase which I like so much, so buying the new one would be the worst option.
The suitcase repair was done really professionally!
It is the real sustainable way how we deal will our a little bit used objects. Thank you again!
24 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
easy handling with the computer
easy handling with the computer, quick response and done within few minutes
22 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
I never thought that my suitcase could…
I never thought that my suitcase could be repaired. You nicely surprised me.
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
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 worst company I have ever dealt…
The worst company I have ever dealt with.
You would be hard-pressed to find a less professional company!
It started with a damaged suitcase I reported. Even though the suitcase was only a year old, I received a voucher worth well under 10% of the suitcase's value.
We then ordered a replacement suitcase. We received the wrong one and also had to pay a significant amount in customs duties. We were refunded part of the customs charge, but not all of it.
After a lot of back-and-forth, Dolfi demanded that we return the suitcase to get a new one. This required providing them with all sorts of personal information—name, address, national ID number—and they practically demanded a copy of my passport!
I have exchanged over 40 emails and had several phone calls with Dolfi, yet there has been no resolution.
Next time, I’ll just throw the suitcase away and pay for a new one myself to avoid dealing with this unprofessional company!
24 July 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,
Dolfi1920 Team
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 quick and fair service
16 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
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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