Dolfi1920 Reviews 

Very good service, my baggage problem solved very nicely.

I got my suitcase back in a top shape.
Thank you very much for reparing it.

Horrible communication, almost no updates and really bad customer service.

I asked specific questions several times and never received any answers to my questions. The whole process of fixing my luggage took more then 1 month.

My suitcase was damaged while travelling with SAS, and SAS referred the claim to Dolfi1920 for handling.

I informed Dolfi1920 on 24 August that I was departing on 2 September and that I needed a workable solution before then. I subsequently contacted them repeatedly on 25, 26, 27, 28 and 31 August, and again on 1 and 2 September.

Despite repeatedly explaining the urgency and my departure date, I was consistently told that the matter had been escalated to a team lead. I specifically asked Dolfi1920 to help arrange a repair through Samsonite in Sweden and repeatedly followed up when I heard nothing. Despite all of this, no workable solution was provided before my departure.

On 2 September, after I contacted Dolfi1920 yet again, I was finally told that it was now too late to arrange a repair or rental suitcase before my departure and financial compensation was proposed instead, but it was never given to me. I therefore had to depart without the damaged suitcase and leave belongings behind.

Since my departure, Dolfi1920 has still failed to provide a workable solution. Astonishingly, they continue to propose collecting the damaged suitcase, despite me repeatedly explaining that I have already travelled and no longer have access to it. They have even asked for my current address to arrange collection, despite the suitcase not being at my current location.

This is precisely why I contacted Dolfi1920 well in advance of my departure and chased them repeatedly. They had ample opportunity to arrange collection or repair while I still had access to the suitcase, but failed to do so. They are now proposing solutions that are impossible because of the delay I repeatedly tried to prevent.

I have had to call and email repeatedly, explain the same circumstances multiple times, and chase promised escalations, yet I am still without a resolution.

Appallingly poor customer service and an extremely frustrating experience, particularly when this company is handling a baggage claim on behalf of an airline such as SAS.

The claim remains unresolved as of 9 September. I will update this review if Dolfi1920 provides a satisfactory resolution.

You file damage or missing before you leave airport. Wait for feedback. Was able to get new luggage. The best! Good thing Turkish Airlines is connected in Dolfi1920 gmbh Baggage service even though I do not have a physical receipt since it was a long time unlike Singapore Airlines thru their own app I filed without reciept no claims zero. So in case of untoward damage book better with Turkish airlines and other related airlines connected specifically with this Baggage Service Company. Ask or research before booking your tickets! Personnel on Airport were respectful despite the stressful passengers they need to pacify and explain the process.Great Service! 😊😊🥳

Good and fast service. They analysed my report of damaged luggage and proposed a solution within two days. I actually received a replacement within two weeks.

No response to my Email

luggage collected, fixed and delivered in less than a week

Everything went well overall

Very good communication throughout the process will regular updates. Luggage was collected and delivered without charges.
However, damage reporting time to Dolfi1920 should be increased from 7 days to 30 days after occurrence.

The answer was very fast and I got a new suitcase.

Easy and comfortable solution to get the suitcase being repaired

Our experience was great: it was a luggage damage with discover airlines and at least one week after return we recieved a new suitcase

Excellent service, very efficient communication

It is very sad that airline companies such as SAS have outsourced passengers' damaged baggage claims to this dodgy company. My suitcase was destroyed on a SAS plane, and after much paperwork (filling out two different reports), I was offered a voucher in compensation. I was forced to use this in the Dolfi1920 online shop instead of just receiving the money, which they make nearly impossible (which is technically illegal, but of course they usually get away with it). On their website, they try to trick you into choosing a suitcase for which you have to pay extra. They do have a few options that say €0, without mentioning the product's actual value. Needless to say, when you pick one of those, you lose the difference between the voucher's value and the suitcase's price; I assume they pocket the difference. I chose a suitcase online, but when I received it, it turned out to be of a different (budget) brand. Not what I had ordered.

Unfortunately, my experience with Dolfi1920 has been very disappointing.

My Rimowa Aluminium Check-In L, which was damaged on a SWISS flight, was sent to Dolfi1920 for repair through SWISS. The suitcase had already been in the repair process for several weeks when I contacted Dolfi again towards the end of July for an update.

As I was due to travel on 7 August, I contacted Dolfi in writing on 24 July to ask about the repair status and explicitly informed them about my upcoming trip and the need to have my suitcase back in time.

On 1 August, I contacted Dolfi again and clearly stated that I needed my suitcase back no later than 6 August. As I still did not receive a concrete update or solution, I followed up several times by phone. I was essentially told that my request had been forwarded to the relevant department.

On 4 August, I contacted them again to ask for an update and specifically asked what alternative solution or replacement could be provided if my suitcase could not be returned in time.

Only on 5 August was I informed that the suitcase had been shipped from Germany. On 6 August, I was then informed by the delivery partner that it was unlikely to arrive before my departure. When I contacted Dolfi again, I was told that they could not provide any further solution and that I would need to contact SWISS regarding the resulting costs.

The suitcase was eventually delivered on the morning of 7 August – by which time I had already left for my trip.

The result was that despite my suitcase having already been under repair for several weeks, and despite repeatedly informing Dolfi well in advance of my exact travel date, I did not have my suitcase available for my trip. I was therefore forced to purchase an equivalent replacement suitcase at my own expense immediately before travelling. So far, I have been left to bear these additional costs myself.

Unfortunately, my experience with the subsequent complaint handling was similarly disappointing. I again had to follow up repeatedly before receiving a response.

Eventually, I was offered either a “small gift” or a 30% discount on the purchase of a new suitcase as a gesture of goodwill.

Throughout the entire case, Dolfi was aware that my suitcase was a Rimowa Aluminium Check-In L. When I therefore confirmed that I would accept the 30% discount and asked how I could use it towards a new Rimowa suitcase, I was only then informed that the discount was exclusively valid for products sold through Dolfi’s own online shop – and that Dolfi currently does not offer Rimowa suitcases at all.

This means that the proposed gesture of goodwill is of practically no use to me in this specific situation. I do not need another suitcase from a different brand, particularly after already having been forced to purchase an equivalent replacement because my own suitcase was not returned in time.

For me, the most disappointing aspect has been the overall communication and handling of the situation. My suitcase had already been in repair for several weeks, I gave advance notice of my upcoming trip, followed up repeatedly in writing and by phone, and even explicitly asked for an alternative solution. Nevertheless, no timely solution was provided.

From a company handling baggage claims and repairs on behalf of an airline such as SWISS, I would have expected much more proactive communication and a genuinely customer-oriented solution.

Unfortunately, a very disappointing experience, particularly regarding communication, response times and the subsequent handling of my complaint.

Both the chosen service level and the execution of it is 1-star. Meaning that they aim really low and manage to hit even below that. I am very disappointed.