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
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
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
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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See how their reviews and ratings are sourced, scored, and moderated.
Their entire service level needs a makeover
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.
3 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.
Thank you
Best regards
Team Dolfi 1920
Not a serious repair
Communication is kind of cumbersome. The repair went wrong. The broken suitcase lock was partially replaced but still didn't work properly. Even so, the suitcase was returned to us.
2 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 sorry to hear that you are not satisfied with the repair. A complaint has already been opened in our system.
Thank you for sending us pictures of the luggage after the repair. We will get back to you as soon as our workshop foreman has assessed them.
Best regards,
Team Dolfi1920
They did not repair my bag properly bit…
They did not repair my bag properly bit they send it back. Terrible service
2 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 sorry to hear that you are not satisfied with the repair. We have,
therefore, opened a complaint on your behalf. Please see your emails for details.
Thank you
Best regards,
Team Dolfi1920
Excellent service
Excellent service. Professional, fast, and high-quality. The entire service is built around genuine attention to and respect for the customer. Bravo! This kind of service really enhances Lufthansa’s overall reputation. It makes you feel that you’re in safe hands.
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
I am not satisfied with the value I…
I am not satisfied with the value I received for my damaged bag. For me, the bag was in good condition, which I could have used for another 4/5 years. With the damage, I am forced to look for a new bag and the depreciated value refund does not make any sense to me.
2 September 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 15% per year. The maximum deduction is 70%. 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
Pretty fast and easy handling with an…
Pretty fast and easy handling with an excellence Communication
2 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 communication and great 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
I hope I i hope i never have to deal with them again.
Dealing with Dolfi was extremely challenging. I had to arrange a pickup date for the suitcase four times because they failed to follow up on the matter on their end. And they got my gender wrong so many times that it almost became funny. I hope I never have to deal with them again.
17 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 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 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.
We would like to apologize for getting your gender wrong several times. We have reviewed your case and the agents involved will receive additional training.
Thank you
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
Fast and well informed!
1 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
absolut unklompiziert
26 August 2026
Reply from Dolfi1920
Sehr geehrter Passagier,
vielen Dank für die Zeit, die Sie sich genommen haben, um uns zu bewerten. Es freut uns, dass Ihnen unser Service gefallen hat. Wir sind stolz darauf, dass wir zu Ihrer positiven Erfahrung beitragen konnten.
Für die Zukunft wünschen wir Ihnen eine schadensfreie Reise.
Mit freundlichen Grüßen,
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
Inacceptabel
The response times are great. But finally my damaged trolley will be not a credit but a trolley choosed by the company. This ist absolutely inakzcceptabel. My choice and my requierements seem to be worthless.
31 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 very
sorry to hear that you do not agree with the shipment of the new luggage. We
were hoping to replace the luggage for you quickly and easily.
Unfortunately,
there was a crossover in processing here, and the information that you did not
wish to receive this model did not reach the shipping department before the
shipment was arranged. We do apologise for the inconvenience.
The new luggage was sent to you out of
goodwill and its value exceeds the residual value of the damaged luggage.
If you do not
wish to first inspect the new luggage that has been sent to you, you can
decline to accept the delivery. As soon as the parcel has been returned to us
by the courier, we will open the online shop for you so that you can select a
new piece of luggage yourself.
Should the parcel be delivered to you,
anyway, please let us know. We will then happily arrange for the pick-up of the
unused and still original-packaged suitcase.
Thank you
Best regards
Team Dolfi 1920
Unsatisfied with this company
I feel extremely disappointed that I am forced to buy replacement suitcase from this company. They did give me a credit but it is not enough to fully cover the price for a new one. I asked for a voucher which i can use with another retailer but they did not respond to my email. Clearly they want to cell their expensive suitcases.
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 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.
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 Dolfi 1920
Nice customer service
Nice customer service. Fast and uncomplicated procedure.
29 August 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
Excellent customer service!
At first, they said the repair was not covered, but after I explained the situation in detail, they took it into consideration. Although it was disappointing that it couldn't be repaired (it was one of my favorites), they sent me a new one of the same size and quality that I was happy with. (The colour was a bit disappointing...)
What started as an unpleasant end to my trip has now turned into a happy memory. Thank you for your kind support.
29 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
Excellent service from Dolfi1920!
Excellent service from Dolfi1920!
My suitcase was damaged on a SAS flight, and the whole repair process was smooth and quick. Easy collection, great communication, and regular email updates. Very happy with the service!
28 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
Outstanding customer service
28 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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