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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
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
4.2
Great
6K reviews
Asks customers to review
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Communication was easy
Communication was easy, and I got my issue resolved and got a bag replacement
10 August 2026
Reporting a baggage damage is very time consuming
Reporting a baggage damage is very time consuming. You need to visit 27 web pages to complete the questionnaire and you have to provide an unexpected large number of photos during the completion process of the questionnaire. It is recommended to concentrate the questions on a few web pages only and to provide upfront an instruction what kind of infomation and photes are required during the completion process of the questionnaire.
However, the necessary transports of the bag and the repair itself were handled very fast and professional.
29 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.
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
Refund: Fast and without any Complications
After we submitted the application for damage on our luggage, Dolfi1920 reacts very fast und without any complications. Of course the damage was obvious, the lagguage quite new and we submitted right after we arrived.
Thanks to the Dolfi1920 Team! Much appreciated!
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
Good information during the process
Good information during the process, fast delivery of replaced item (faster than expected)
23 July 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
The repair of the suitcase don’t met my…
The repair of the suitcase don’t met my expectations.
I expected a higher quality repair.
12 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.
We are sorry to hear that you are not satisfied with the repair. We have, therefore, opened a complaint on your behalf.
We would ask you to give us the opportunity to assess the defects you have reported and to send us some photos of the defects in question by email. Please check your emails for further details.
Please note that repairs cannot restore the item to its original condition. Furthermore, traces of the damage may remain on the luggage after repair. Unfortunately, these cannot be removed.
Unfortunately, scratches cannot be removed from the luggage. The airline excludes liability for signs of wear and tear, such as minor cuts, scratches, dents or soiling. This means that we are not authorised to replace the luggage or reimburse a residual value because of signs of wear and tear.
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 Dolfi 1920
Replacement of damage luggage
very professional execution of the damage assessment and replacement process.
2 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
Perfect!!!!
12 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
Do not accept Dolfi1920 and tell them to hand your case back to the airline company
I would give less than one star if I could. My luggage was damaged after a flight from London to Oslo and the airline handed the claim over to Dolfi1920. After uploading tons of pictures and explaining the damage they said that they would be able to fix the suitcase and told me to arrange a pickup. I tried twice to arrange a pickup and in two weeks no one had showed up. After countless calls they said that they would reimburse me for the damage, but never got back to me with an amount or when this would be done. I still had no suitcase and had to fly back because my vacation was ending. After close to a month from when the incident happened I have still not received any help from the company and I just found out that I can hand the case back to the airline company instead. I just wish I knew this a month ago.
17 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
Several experience from the past made…
Several experience from the past made me anxious when I hear I have to deal with this company. Lack of attentivness, lack of customer oriented behavior, lack of knowledge, Prague branch is literally the worst place that may deal with customers I have ever visited. No one is able to listen, no one knows anything, when asking for someone to discuss case or options, there is never anybody available with any knowledge or mandate to talk to customers. Remember one employee who literally told me "You can talk to the lady who is mailing with you, but she does not know anything, it is waste of time"
So since all these experiences, it will be very hard for me to get some trust in this company again. Shame I have not options when dealing with luggage reclaims from a certain Airlines.
11 August 2026
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
Excellent repair of the zipper
Excellent repair of the zipper. Why only three stars? Because Dolfi1920, which was commissioned by the airline to handle my damage claim, initially asserted that the suitcase couldn't be repaired. They offered me a EUR 20 voucher for the purchase of a new suitcase in their online shop. It would have cost EUR 18 just to ship my old suitcase back, which I would have then repaired myself. I had to follow up on that. Then everything went smoothly.
4 August 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 glad to hear that you are satisfied with the repair.
We do repair everything we can. Unfortunately, in some cases a luggage might only be repairable in theory. This is the case when technically the luggage is repairable, as a part only needs to be replaced, but in reality, this is not possible, as there are no spare parts available.
In your case, we deemed your luggage repairable from the pictures and, therefore, picked it up. When it arrived at the workshop, we found that we did not have the necessary spare parts in stock and tried to order some. It turned out that there were no spare parts available. This is why we offered that you may choose a new luggage within the residual value.
Please note that the airline prescribes the annual depreciation and we do not have any influence on this policy.
After you asked us to repair your luggage anyways, our workshop personnel kept their eyes open and eventually managed to find spare parts that fit. This was a lucky find.
We are glad that we were able to repair your luggage after all and hope you experience many more happy travels with it.
Thank you
Best regards
Team Dolfi 1920
Horrible
Horrible, horrible experience!!! I have been offered a voucher for my damaged luggage after my trip to Greece with Brussels airlines. On 11 August I have still not received my new suitcase which I ordered on 29 June. Unbelievable, what kind of company Brussels airlines uses for their customers. I will file a complaint with relevant authorities in Brussels.
11 August 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
The “Impossible” Repair That Took Three Days — After Six Weeks of Excuses
After almost six weeks, countless emails and phone calls to Dolfi, and several complaints to Lufthansa, my badly damaged suitcase was finally repaired — surprisingly, in less than three days (including international courier services back and forth).
That would almost be funny, if the whole process had not been so frustrating. For weeks I was told that a proper repair was not possible and was instead offered a completely inadequate compensation of EUR 115. Meanwhile, my Rimowa suitcase was unusable, and I had to go on three trips without it. Apparently nobody was particularly concerned with the practical question of how I was supposed to transport my belongings.
Only after repeated escalation through Lufthansa did the “impossible” suddenly become very possible — and fast.
The repair itself may have been handled quickly in the end. But the customer service before that was dismissive, inefficient and unnecessarily exhausting. A case that can be solved in three days should not take almost six weeks, endless correspondence and multiple complaints.
5 August 2026
Reply from Dolfi1920
Dear Passenger,
Thank you for taking the time to share your experience with our services. Your feedback is very important to us.
We are very sorry to hear that you were not satisfied with our services. We will work hard to make improvements to ensure that all our customers are fully satisfied.
Your suitcase has been repaired at our service center. At the same time, we would like to inform you that, in accordance with the airline’s guidelines, we are unable to offer a replacement or reimbursement if the suitcase can be repaired. In such cases, we are required either to repair the suitcase or to cover the cost of the repair based on an invoice issued by an authorized service center.
Best regards,
Dolfi1920 Team
NO REFUND RECEIVED !
on July 2nd I got an email indicating that I will get a refund and I sent my bank details, untill now I received nothing, I got a reply on an email once that the refund was processed on July 24 , I checked and replyed many times that I didn't get it , but no reply anymore from the strollers department
2 July 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.
As we process several hundred transfers every week, the processing time is 14-30 days. Each case has to be reviewed diligently to make sure everything is correct. The bank data also has to be checked for each individual case to make sure it is formally correct. Your transfer was be carried out as soon as possible.
As we have informed you before, the transfer was carried out on 24.07.2026. So far, the money has not been returned to us. Please check the account you have provided to us.
Thank you
Best regards
Team Dolfi 1920
Overall great experience
Overall great experience, responsive, kind, transparent communication.
9 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
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