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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My RIMOWA luggage has been with me for more than a decade, so I was genuinely upset when it was damaged. I was therefore very impressed by the craftsmanship and care that Dolfi1920 put into the re... See more
Company replied
The whole process was fast and simple. Support was efficient via e-mail and the repair was done very well! Only downside was that my luggage tag got lost on transport. That is a bit annoying, but mos... See more
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
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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
4.1
Great
6K reviews
Asks customers to review
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Very good service
Very good service. Very pleased with the suitcase and the time it took to receive it. It vastly also good to write about the warranty claim and the fact that you at trustworthy.
16 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
One of the worst services of my life
No info on my request of a refund, after more than 4 months without receiving my order.
P.s To reply to the commets below, you were already aware that the missing piece was the big luggage, since I confirmed it in email sent 31/07. And to be precise you did not send me only a smaller luggage, but a completely wrong model. I was waiting the roncato light spinner L for a value of 150 euros, while you sent me Auckland red l, which has a value of 50 euros and on your website is a gift for any order higher than 15 euros. So please tell how this level of service can be considered acceptable from any serious company? Moreover, Finnair sent me an email specifying that for the reimbursement I should ask you. After this email, I explicitly called last Friday to ask for a refund and your call center told me my request was in your system, without considering the email sent on 11/09 (where the word refund is explicit).So, again how come you are saying that I did not request any refund, when your call center confirmed it was in the system. Furthermore, I flew with the airline 29/05/2026, what is fast for you since as of today 16/09/206, we are still discussing it? Lastly, what is exactly unfounded when I still do not have a luggage for which I paid months ago and everything can be demonstrated through emails with dates and calls to your call center?
Also I forgot, I opened the refund procedure with PayPal, but when you were asked to put a tracking number for the transaction, you uploaded the tracking for the wrong luggage, instead of admitting that the luggage was not actually sent. So please do tell me, how can I call this misstep of yours?
P.p.s. Despite being true that it is not you fault the first delivery got lost, the handling of this matter relies solely on you. I already signaled the issue 02/07/2026, but for the next 15 days, you reply was that the luggage was delivered. After that, you started investigating, bringing forward as proof of delivery a certificate with a forged signature. You wanna speak legal actions, let's start from that. Once more, I would like to ask how any serious company, would present such document? Always, without considering I was not in the country of delivery in that period and I have boarding passes as proof, which were sent by email to you.
P.p.p.s Today 26/09/2026, I finally received the luggage they promised. However, this does not completely cancel the disservice and the legal threats I received. I cancelled all the previous reviews in order to avoid such legal consequences.
15 September 2026
Unprompted review
Reply from Dolfi1920
Dear Passenger,
as you are aware, the parcel was unfortunately lost by the courier. We apologise for any inconvenience this has caused.
As you are also aware, we have since sorted out the matter with the courier so that you can receive a replacement at the courier’s expense. This process takes time and, unfortunately, we cannot expedite it. We handled the matter as quickly as possible on our end.
As you are also aware, a new piece of luggage has already been sent to you. You have now informed us that it is too small. We are sorry to hear this. We would be happy to pick up the luggage you say is too small unused and in its original packaging and exchange it for a larger one.
It is neither fair nor justified to call us scammers. You ordered a piece of luggage and it was dispatched. The fact that the courier lost it is regrettable, but it is not our fault.
We are sorry to hear that you have now received a model that is too small for your needs. This does, however, not justify calling us scammers either. We have been accommodating at all times and willing to resolve any problems that have arisen for you.
We are not permitted to issue a refund for this airline, nor did you originally request a refund. Instead, you ordered a new piece of luggage, which we sent out (twice). As already mentioned, we are happy to collect the model that has already been sent, provided it is unused and in its original packaging. Should you not wish to receive the larger model, we can then forward the matter to the airline for final processing.
We are aware that you are reviewing us here on Trustpilot using multiple accounts. We have already reported this to Trustpilot, as it violates Trustpilot’s guidelines.
We hereby urge you to refrain from making these unfounded allegations. Otherwise, we will be forced to take legal action.
Thank you
Best regards
Team Dolfi 1920
Currently still waiting for them to get…
Currently still waiting for them to get back to me as its been a few back and forward, but since 12 days ago Mr Vesely decided to not answer anymore.As im about to depart again I have to fly with a broken luggage as they are not quick on solving broken luggage problems.So if you will have to deal with Dolfi expect the process to be extremely slow and even not being resolved.
25 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 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.
Your complaint has been forwarded to the responsible branch, and they will get back to you as soon as possible.
Thank you
Best regards
Team Dolfi1920
My suitcase was not picked up at the…
My suitcase was not picked up at the arranged date. This happened 3 times. After several weeks it was picked up. You have sent me several e-mails asking for my claim even though you have received all necessary information
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. A complaint will be filed with the courier.
Your luggage has been repaired and is now on its way back to you.
Thank you
Best regards
Team Dolfi 1920
Zipper repair
Administration is a bit tedious (and had to declare many things more than once), but arrangements, service and support are well taken care of.
24 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
Evaluare greșită și o procedură în care…
Incorrect valuation and a process I could not trust
My experience with Dolfi 1920 was extremely disappointing. Before physically inspecting my aluminium RIMOWA suitcase, the company stated that it was manufactured in 2018 and had an original value of €960. This information is incorrect, as my suitcase is from 2019.
After applying a 90% depreciation, they informed me that the remaining value would be only €96 if the suitcase were considered irreparable. I requested evidence supporting the year and value used in their calculation, as well as a properly documented technical assessment, but I did not receive clarification that resolved my concerns.
They proposed collecting the suitcase by courier for inspection and possible repair. I requested written confirmation that it would not be repaired, dismantled, altered, destroyed or recycled without my prior consent, and that it would be returned if I did not accept their proposed solution. Their replies did not give me sufficient confidence that my valuable property would be protected under these conditions. Furthermore, I was informed that I would have to pay €18 to have the suitcase returned if it was considered irreparable.
Because of the incorrect manufacturing year, the valuation of only €96 and the lack of clear guarantees, I decided not to risk sending them an expensive RIMOWA suitcase that was already severely deformed, only to potentially receive it back in an even worse condition.
I cannot recommend this process. In my opinion, any valuation should be transparent, properly documented and based on accurate product information. Customers should also be required to give their explicit consent before any repair or alteration is carried out.
22 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 year of manufacture can be clearly identified from the engraving number. If you bought the luggage at a later point in time, please send us the proof of purchase (invoice/receipt/order confirmation).
We have cooperated with the manufacturer Rimowa for many years and have their official price lists. If you paid more than the official price, we also need you to provide you a proof of price.
The parameters of the calculation are set by the airline. The linear depreciation rate is 1,5% per month. The maximum deduction is 90%. Dolfi1920 does not have any influence on these regulations.
If you do not provide a proof of purchase, the airline prescribes a deduction of 90% after 49 months. This means a depreciation of 90% is applied by the airline if your luggage was bought in 2018, but also if it was bought in 2019. The deduction would only change if your luggage was younger than 4 years at the time of the flight.
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.
If you do not agree with the airline's regulations you have to contact the airline directly about this.
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
Great service
Great service! The repair was handled quickly and professionally. Communication was friendly and straightforward, and everything worked perfectly afterwards. Very satisfied and would definitely recommend!
10 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 Execution!
My RIMOWA luggage has been with me for more than a decade, so I was genuinely upset when it was damaged. I was therefore very impressed by the craftsmanship and care that Dolfi1920 put into the repair. The work was exceptionally well executed, and it is reassuring to know that there is a team that takes such good care of luggage that has accompanied you for many years.
A big thank you to the Dolfi1920 team for the excellent repair and the attention given to my suitcase.
I am deducting one star only because of the logistics with GLS. Unfortunately, I was unable to properly track the collection status and ended up spending an entire day waiting for the pickup. A more transparent and reliable tracking process would make the overall experience excellent.
24 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 are very sorry to hear that there were problems with the courier, and we would like to apologize for the inconvenience.
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
Prompt and satsfactory handling!
11 September 2026
Reply from Dolfi1920
Dear passenger,
we thank you for your review and are very happy about your positive feedback.
Our team is always eager to provide you with a first-rate experience, and we appreciate your suggestions.
Every positive feedback pushes us to do everything in our power to satisfy our customers.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
Portal > Tool driven process
Portal > Tool driven process
Process duration - sometimes to slow
1 September 2026
Reply from Dolfi1920
Dear passenger,
we appreciate your feedback and would like to thank you for your review.
To improve our service, we would be grateful for specific suggestions. You can contact us at feedback@dolfi1920.de .
We wish you safe travels for the future.
Thank you
Best regards,
Team Dolfi 1920
Quick and clear communication and handling
Quickon providing responses. Clear and detailed on their communications. Easy to arrange the bag pick up as many options are available. All worked pretty well.
10 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
They said that my special luggage for a…
They said that my special luggage for a electric wheelchair is smashed and give me a voucher for an ordinarie luggage.
And that helped me NOTHING
10 September 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 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.
As we have not been authorised by all airlines to carry out monetary reimbursements for them, we cannot generally offer this option. We are happy to provide information on request. As soon as you let us know that you do not want to choose a new luggage from our online shop, we forwarded your case to the airline for reimbursement. They will contact you as soon as possible.
Thank you
Best regards
Team Dolfi 1920
Extremely disappointing baggage claim…
Extremely disappointing baggage claim experience
Dolfi has been one of the worst customer service experiences I have encountered.
My baggage was damaged during a Lufthansa flight and my claim was referred to Dolfi for handling. I am a Lufthansa Senator passenger, and I have travelled extensively with Lufthansa, so I have a clear expectation of professional service and proper handling when something goes wrong.
Unfortunately, Dolfi has completely failed in this regard.
The biggest issue has been the lack of communication and accountability. I have sent multiple emails, followed up repeatedly and asked clear questions about my damaged baggage claim — yet my emails and questions have simply gone unanswered. There has been no meaningful update and no proper resolution.
Because the matter was not resolved, I was forced to purchase replacement luggage myself in order to continue my journey. I should never have been put in that position because a baggage claim was left unresolved.
Instead of receiving assistance, I have had to spend my own time chasing the claim, contacting different parties and trying to resolve the situation myself.
What is particularly disappointing is that this is happening in connection with Lufthansa, a world-class airline, and I am a Lufthansa Senator passenger. I would expect a much higher standard of care when dealing with a baggage issue.
A damaged suitcase is frustrating enough. Having to buy replacement luggage, repeatedly chase the claim and then receive silence from the company responsible for handling it is simply unacceptable.
Dolfi: ignoring emails is not customer service, and silence is not a resolution.
I would strongly recommend that Lufthansa reconsider how these baggage claims are being handled, because the experience with Dolfi reflects very poorly on the overall customer experience.
Extremely disappointing. I would not recommend Dolfi.
10 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 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.
We always try to take departures into account and, where possible, to pick-up, repair and return the luggage before the passenger's departure. Due to the time constraints, this was, unfortunately, not possible in your case.
Dolfi 1920 is an independent luggage repair company. As such, we are contractually bound by the regulations provided to us by the airline. Please note that if your luggage is repairable, we are only allowed to repair it. In this case, we are not allowed to offer a replacement or reimburse you the residual value.
Your luggage has been repaired and is now on its way back to you.
Thank you
Best regards
Team Dolfi 1920
Unreliable and proposing compensation…
Unreliable and proposing compensation Way below value of damaged suitcase.
10 September 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.
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
poor result
There are moments in the website-process, that seem to be a total block and than it is very difficult to find another way to contact Dolfi1920.
Finally the repair of our luggage now is done and our big suitcase of Aluminium arrived in a big cardboard box. Unfortunately the result of all this long process of shipping and repair is truly poor: bumps and dents are still there to be seen clearly and now we also have the glue of a lot of stickers on the surface. How nice were the times, when it was possible to bring the damaged luggage to a local shop, where it was repaired in a few days and than handed back to the owner without new damages.
10 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 you had problems reaching us. You can find our contact data here on Trustpilot, on Google and on our website: https://www.dolfi1920.de/faq/contact-list.html
We are sorry to hear that you are not satisfied with the repair.
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.
Thank you
Best regards,
Team Dolfi1920
Quick and easy service.
9 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
I had a good experieExcellent service and quick handling of my luggage claimnce with Dolfi1920
I had a good experience with Dolfi1920. My luggage was damaged during my flight, and they handled my claim professionally. They reviewed the case and offered me a replacement suitcase. The communication was clear and the process was straightforward.
Thank you Dolfi1920 for handling my claim and providing a replacement.
6 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
VERY VERY BAD CUSTOMER SERVICE
VERY VERY BAD CUSTOMER SERVICE
So it happened that in a short period of time, two Samsonite trolleys were damaged by Austrian and Lufthansa during two different flights. I filled in the claim online as directed at the airport and Dolfi took over.
Definitely they do not want to offer proper solutions for customers that have EXPENSIVE luggage. One of the bags looked to me irreparable but to them looked reparable. For almost one month I have no idea what is going on with the reparation of the luggage in ticket number 01618799. No update in the ticket, no reply to the e-mails.
The other ticket with the other Samsonite bag that looked reparable to me but irreparable to them is stuck in process with "the relevant department" whatever the relevant department might be (they could not explain what they are waiting for from their so called relevant department). It is ticket number 01636745. They tried initially to scam me and offer a voucher to buy another trolley from their super overpriced online store, but I would have to pay extra out of my pocket 249 EUR which I am not willing to do. The luggage we speak about costs on Amazon and anywhere else on the web around 310 - 315 EUR, they sell it in their online store with 599 EUR, which is ALMOST THE DOUBLE. I refused their "offer" and since then I did not hear any new update even I asked several times to send the case back to Lufthansa since the Montreal convention states that I am entitled to money, not to vouchers that are valid in a specific overpriced luggage store.
In the end, I had to forward the case to ECC and Schlichtungsstelle Reise & Verkehr e.V. so they sort it out for me. If this will not work out, I will have to contact my lawyer to take over.
So if you have an expensive trolley, Dolfi1920 is not the right place where to have it repaired or reimbursed, even if airlines unfortunately work with them.
27 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.
Your complaint has been forwarded to the responsible branch, and they
will get back to you as soon as possible.
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 Dolfi 1920
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