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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11/08/2026
11/08/2026
No info or luggage, just a general "we are in contact with the delivery company"
11 August 2026
Unprompted review
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
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
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.
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
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
sustainable solution, reliable partner
fast, good communication, good quality, free additional service
7 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
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 was a Great experience with them
It was a Great experience with them. No follow up was needed , everything online, well connected system.
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
Amazing quick handling of a claim
I had a handle off on one of our luggage’s. Contacted Dolfi1920 and it is amazing how quickly the damage was handled and processed. A replacement case is all ready on its way to me 👏. Thanks.
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
Bad response and taking too much time…
Bad response and taking too much time to respond. Its been 2 month I didn’t got any compensation or my bag.
1 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 would not find any unanswered messages in our system. If any of your messages did go unanswered please do forward them to feedback@dolfi1920.de so we can investigate this.
We always try to take departures into account and, where possible, to send the luggage item before departure. However, we can only do this if we are aware of the departure. If we are only informed of the departure one day ahead we cannot possibly send the luggage in time.
After you informed us of your departure and asked for a monetary compensation, we did forward your case to monetary compensation.
Your case is currently being processed by the bookkeeping department. 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 will be carried out as soon as possible.
Thank you
Best regards
Team Dolfi 1920
Setting incorrect value on damaged…
Setting incorrect value on damaged luggage, resulting in the suitcase not being fully replaced.
29 July 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 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
speed of reply and prompt feedback on…
speed of reply and prompt feedback on every step of the process.
5 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
As always
As always, absolutely terrible. I sent a suitcase in for repair, and it came back with more defects than it had when I sent it in. I’ve had problems with them several times before, and I firmly believe that they resell the suitcases they claim they can’t repair overseas. I really have no idea why we still have to put up with such obviously poor service.
5 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.
Furthermore we can inform you that all luggage that is not repairable is disposed of.
Thank you
Best regards,
Team Dolfi1920
Easy process and good customer 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
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,
Dolfi 1920 Team
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