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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Amazing customer service
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 and extremely helpful, and very punctual in getting back to me. I will be sure to shop here first for future luggage needs due to this great experience. Thank you!
5 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
A very good and professional experience
The Dolfi Team took care of my broken baggage problem. They first checked if it could have been repaired, but after they realised that the broken wheel couldn’t be changed they organised a new luggage for me. It was the same size but different label, which it didn’t matter for me. I was just happy to become a new exchanged luggage. Thank you Dolfi Team for the whole process.
13 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
Systematic Delay, Perpetual Stalling
Claim accepted July 7th for €520 compensation for damage to my EVOC bike bag — specialist cycling luggage. Despite knowing the nature of the item, I was initially pressured to accept a coupon toward their standard luggage catalog, which contains nothing remotely comparable to a specialist bike bag. I declined and insisted on cash compensation.
Six weeks later, no payment. When I set a formal deadline for a committed payment date, I received two identical stall responses: first that the ‘refund process is underway and may take several weeks due to multiple formal steps’, then that my case had been ‘forwarded to the right department’ and they were ‘waiting for a response’ — despite the claim having been accepted weeks earlier.
This mirrors the experience of numerous other customers on this platform. The pattern of delay, vague responses, and deflection after an accepted claim appears to be systematic rather than exceptional. I have now escalated to Lufthansa directly.
I will update this review if and when payment is received.
Update:
Dolfi’s public response to this review raises more questions than it answers — they state they are ‘not authorised by all airlines to carry out monetary reimbursements,’ which begs the question of whether Lufthansa has actually authorised payment in my case at all. They also reference a 30 day transfer process — my claim was accepted July 7th, making that deadline already passed. Still no payment.
Update:
Payment eventually received after extensive escalation — but it was via Paypal as they requested and a $23 USD transaction fee was deducted. No prior notice was given of the fee. Fee reimbursement requested. Resolution should not have required this level of effort.
6 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.
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
we process several hundred transfers every week, the transfer may take about 30 days.
We will check the case for you and get back to you as soon as possible.
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
easy and dast
luggage was damages and Dolfi folks acted fast and it was super easy - thanks
19 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
Easy to navigate and timely resolution…
Easy to navigate and timely resolution of the problem at hand.
8 May 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
The claim was handled quickly and…
The claim was handled quickly and professionally. I was kept regularly informed by email throughout the entire process, and a prompt decision was made as to whether the suitcase could be repaired or had to be considered a total loss.
A new suitcase was sent to me immediately. Overall, I am very satisfied with the fast, efficient, and uncomplicated handling of my claim.
20 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
Good communication
There was a good communication, good informations. The luggage has been repaired.
Unfortunately I didn't get the lost padlock again.
17 August 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 are looking into this and will send you a new lock as soon as possible.
We wish you safe travels for the future.
Best regards,
Team Dolfi 1920
It was quick and easy
It was quick and easy. Just fill out the form and upload some pictures. The answer came really fast and I could choose a new suitcase with my refund.
4 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
Pray your suitcase is not damaged by the airline
You have to enter a lot of information in some form. And then they contact you to book a time for some transportation company to come and pick up the damaged suitcase. However, this process was simply ridicolous. You are asked to enter a date for pickup, but they never replied. No-one came to pick it up so I stayed home the whole day. Then I pick another day. No confirmation, so I stayed at home just in case. On that day someone did come to pick it up.
Then they kept nagging about needing my national ID number in order to fix the suitcase, claiming it was for customs purposes. This is simply not OK to ask for in many countries. So I gave them a made-up number, and then I was able to keep the process moving.
Once they had picked up the suitcase, the process was relatively smooth, and it was returned about a week later.
Make no mistake: The airlines outsource damaged suitcases to this company to save money. The cost is carried by you, the airline passanger in terms of longer processing times and a lot of red tape.
3 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 there were problems with the courier, and we would like to apologize for the inconvenience.
Your customs number was requested as the parcel has to go through customs and, therefore, we need it for the shipment. We are currently working with the courier to find a solution for this.
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
Great service!
I reported damaged baggage in March 2026.
My complain was followed up and was resolved to my satisfaction.
I received a new bag from Dolfi1920's online store on August 14, 2026 and was shipped to my door free of cost.
Very happy about their service.
13 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
Great service
Easy Communication, fast handling and processing, constant updates. Great from a sustainable view!
16 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
If I could give this company minus 5…
If I could give this company minus 5 stars I would. They are a SCAM. I have been trying to get compensated for damage done to my luggage for nearly a year. I'm still waiting. The luggage was declared a loss, and several hundred dollars awarded to me, but NEVER RECEIVED. I have given them everything they asked for, yet, no follow up on their side with the money they owe me. Last communication was in May, and I am still waiting for the refund. They are defrauders, dishonest, scammers. Horrifying experience.
15 August 2026
Unprompted review
Reply from Dolfi1920
Dear passenger,
we received the bank data from you on 09.06.2026. The transfer takes up to 30 days. The transfer was carried out on 23.06.2026. So far the amount has not been returned to us. Please check the account you provided to us.
Thank you
Best regards
Team Dolfi 1920
I would like the same suitcase that was…
I would like the same suitcase that was totally damaged, but have to choose from your selection of suitcases that I don’t want. Mine was a part of a set. It’s not possible to get paid damages (so I can by it myself) or get in contact with customer service.
14 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.
As this airline has not authorised us to carry out any monetary compensations we cannot offer you this option. If you would prefer this option, please let us know and we will forward your case to the airline for finalisation.
We have not received any messages from you. If would like to contact us you can find our contact data on Trustpilot, Google and on our website: https://www.dolfi1920.de/faq/contact-list.html
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
Communication was easy
Communication was easy, and I got my issue resolved and got a bag replacement
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
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
Reporting a baggage damage is very time consuming
Reporting a baggage damage is very time consuming. You need to visit 27 web pages to complete the questionnaire and you have to provide an unexpected large number of photos during the completion process of the questionnaire. It is recommended to concentrate the questions on a few web pages only and to provide upfront an instruction what kind of infomation and photes are required during the completion process of the questionnaire.
However, the necessary transports of the bag and the repair itself were handled very fast and professional.
29 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 happy to hear that you were satisfied with the repair.
Please note that not all cases of damaged luggage are automatically forwarded to us by the airport or airline. This means that in most cases we have not received the data and pictures you have already provided to the airline. All the information requested during registration on our website is necessary to process your claim.
We wish you many happy travels with your repaired luggage.
Thank you
Best regards
Team Dolfi 1920
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.