Our suitcase had been badly damaged whilst being loaded at the airport, and liability was initially denied as we did not have a certificate from the airport. After we had explained that the baggage cl... 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
After passing the initial hurdles of filling the correct form at the correct websites, the overall communication and fixing of my broken suitcase went very smooth. I was very well informed and within... See more
Company replied
I received a new suitcase of exactly the same brand/model as the one that was damaged beyond repair. It took about ten days to receive the replacement.
Company replied
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
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
This company invites their customers to review, whether positive or negative
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See how their reviews and ratings are sourced, scored, and moderated.
Not consulted for a replacement
I was not consulted or given a choice of replacement luggage. Without even discussing the options your team directly sent a replancement that was low cost compared to my luggage
9 October 2026
My experience was very bad
My experience was very bad. They no listen to me about my next flight. When I reported my damaged luggage, I said my next flight is in 3 days and I need my luggage. Nobody cares about this.
Sorry
25 September 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.
After 3 weeks still waiting for the…
After 3 weeks still waiting for the replacement suitcase for which I paid €180. Take the money and don't order from them.
8 October 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
quick and efficent repair works
The pick up was smooth and quick, repair works quick and efficient.
8 October 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
I really have to say that I'm very impressed
I really have to say that I'm very impressed with your service. After we reported the claim, you got back to us within 24 hours, and after a total of 3 days, everything was resolved to our complete satisfaction! PERFECT! Thank you very much.
8 October 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
Disgraceful
Disgraceful, multiple problems with a decent response. Just keeps moving from person to person and no real ownership. Stuck to this because TAP said they are their partner.
Ended up having to pay for a luggage that I didn't ask to be broken because their options are overpriced.
1 October 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
Delsay XL koffert
My Delsay XL suitcase, a little over a year old, was completely damaged and valued at 165 euros, and they are selling an almost identical Delsay suitcase for 470 euros. You have to pay a deposit of about 300 euros for the damage and problems caused by SAS. They call it fraud and robbery committed by a SAS representative.
7 October 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% per year. The maximum deduction is 50%. Dolfi1920 does not have any influence on these regulations.
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.
Please note that we offer the luggage in our online shop for the official prices of the manufacturers. Occasionally you may be able to find these at a lower price from third-party seller. If you let us know which model you want, we will be happy to make an offer and give you a good price.
Thank you
Best regards
Team Dolfi1920
Good service after a bad start of the holidays
We arrived at our holiday destination with a badly damaged suitcase, beyond repair. After evaluating the damage and the value of our suitcase, we could buy a new one online. Communication with the Portuguese branch of Dolfi was very difficult, so I contacted the German office. After that everything was handled quick and efficient. Our new suitcase was delivered in time to travel home again.
6 October 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
My luggage was not picked up as agreed
My luggage was not picked up as agreed. I had to send it my self after a lot of mails til Dolfi. It has been over 30 days since I reported de damaged luggage, and I still not have my suitcase.
1 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.
Your luggage was delivered to us on 05.10.26. It was repaired straight away and is not on its way back to you.
Thank you
Best regards
Team Dolfi 1920
Quality repair with short handling time
My Rimowa came back with wheels replaced and minor dents fixed. I’m very happy with the high quality repair work and the short handling time. Thanks!
6 October 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
Best service ever
They have been amazing following up my case, allways kept in touch by email and kept me updated about my luggage.
Today I got my new luggage and I am ready to travel again!
Dolfi1920 is just great!
Sissel Kråkstad, Norway.
6 October 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
I‘m so happy
I‘m so happy! I got a new suitcase without any trouble! Thank you so much, Best Service ever!
5 October 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
Reparation done very well and with good…
Reparation done very well and with good progress notification.
5 October 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 quick service
Very quick service, fast responses. Happy about the fix - of course the suitcase will not look completely brand new but definitely better than expected after the damage suffered by luggage handling.
5 October 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
Pick up of bag did not come 2 times
Pick up of bag did not come 2 times. No possibility to contact.
Access to the app ist ridiculous complicate with a code sent every time.
It took about two months to solve the damage…..
4 October 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
Quick follow-up on by airline damaged…
Quick follow-up on by airline damaged suitcase 👍
26 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
Real fast and easy!
3 October 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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