Dolfi1920 - Portugal Reviews 40

DON'T use Dolfi No Point, say they don't receive payment! Doing it for nothing then? Tap Air referred to Dolfi, I submitted so much information from PIR to Booking ref to Flight number to these and much time spent doing it.
They requested Eur 70 to TAP and said wait for processing time.
Then I go back to TAP AIR only to be told to submit this lot and more they are refusing to componsate for a bag they trashed.
I hope I can add photos to this later.
Case ( 01448599).

Avoid at all cost!
Brussels airlines and unfortunately the whole Lufthansa group use this company for luggage repair and substitution. The issue is that they are absolutely oriented to close the cases as soon as possible. They literally sent us a random replacement luggage because 30 days passed (and I was still undecided on what luggage to purchase). And yes, I say purchase because this company has very little luggage with normal prices you can find online, most of them are just inflated prices so the credit you receive from the claim is basically useless.
Do yourself a favor, contact the airline and say that you do not agree with this and ask them for a direct refund of your luggage.

Suitcase broken wheel ... procedure followed ... excellent follow up from Dolphi1920.
Then suitcase picked up... suitcase delivered and suitcase repaired at more than expected.
5 stars more than deserved !!!

I have been in contact with Dolfi after my suitcase was damaged on my way from Cairo Airport to Barcelona Airport, arranged by Egyptair. As Dolfi represents multiple air companies as I believe, I was told at the airport that I should send my PIR report (damage report with unique number) and some pictures to Dolfi and they gave me an email address.

From there I quickly received a reply from Dolfi. However, they needed all my documents (luggage label, boarding pass, pictures and PIR report) in the original state - to be send to an address in Portugal. This part was quite surprising to me, as I had everything on camera already and still had to go on another flight back to The Netherlands in 5 days time. In the end I fixed my suitcase with ductape and continued the conversation with Dolfi. I even scanned in all the documents at my work, but Dolfi remained on the line of "you have to send the original documents to our address in Portugal". So in the end, I did. And as expected these days, nothing was delivered to them even though I prepared a letter with all the originals and bought international stamps.

Upon this I got a bit frustrated because now I had "lost" my originals whereas I warned Dolfi that the post organisations (whether it would be Post NL, DPD or DHL) are nowhere near as good as they used to be and often a package is said to be delivered but the person involved received nothing. And I didn't use a track-and-trace code, as I was in a hurry and bought international stamps late in the evening.

So in the end it was a bit of a hopeless situation and I contacted the General Manager via LinkedIn. He replied immediately and actually explained to me that Dolfi as an intermediairy need the originals to get paid by the airline companies such as Egyptair (in my case). I was again - surprised - but at least that was a clear explanation why Dolfi cannot process the claim without the originals. And the General Manager also told me that Dolfi had send me the wrong address where I had to send the documents to. But the General Manager was so kind to take immediate action and even though not "covered" for Egyptair by the lack of my original documents (which are still somewhere...) he promised me to send a new suitcase to me on his own cost. I thought it was really kind, a relief after the many emails and well, within a couple of hours I got a confirmation email from the Dolfi team if I would be happy with suitcase size L and what kind of colour I wanted and to ask for my home address.

I want to thank Gal Zentner here for his actions and his manners. And the Dolfi team for completing the job.

A couple of recommendations, both for customers/clients and Dolfi:
1) As a customer, double check the address (Portugal or Germany?) with Dolfi before sending the original documents to them.
2) As a customer, make sure you send your letter with a track-and-trace code so you can at least track your letter with the content. At least it is better than nothing.
3) For Dolfi, serving as an intermediary between the customer with damaged luggage and the airline company, it would be nice to know why you need the original documents. The General Manager explained to me that some airline companies - not all - require Dolfi to have the originals in their possession so Dolfi get paid for the replaced or repaired luggage services. Which was unknown to me, so I found it quite absurd at first that I had to send the documents to them by the international post. Seems a bit weird in the 21st century, but it is not a requirement from Dolfi (or their unwillingness) but from the airline company.

Again, thank you Dolfi for the beautiful new suitcase!

This review is in direct follow-up of my first review from april 9th, which I maintain word for word as to Dolfi-Germany.
This message goes directly to Dolfi-PORTUGAL, to whom I want to express my most sincere thanks for the excellent service provided! They called me by phone some days after the first review/reaction was published, excusing themselves for the extremely poor and null service provided by the central office. A new bag was proposed to me instantaneously, I even could choose the colour, and it was sent to me free of charge, to my holiday address in Portugal, arriving within 48h at destination.

My claim is ongoing, I will update this review as it progresses.

My hiking backpack bought only three months before the damage was deemed irreparable (which it is). After a week and a half I get an e-mail saying my bag's estimated age is 110 MONTHS even though I had attached my proof of purchase showing it was bought on January 17th 2025. Consequently the voucher amount is 65€ instead of closer to the original purchase price of 125€ ( by their own metrics I should be getting approx. 115€).

Also, the person at charles de gaule airport who guided me through the process said the bag would be replaced with an identical bag or refunded, however their online store does not carry the brand, and doesn't even have similar large hiking backpacks anyway.

I fully expect that you will correct the amount of the refund, and actually refund me rather than some silly voucher which won't even let me replace my bag. I'm being kind by not even including the price of my hiking shirt that was also damaged...

Quick response, nice customer service team and the suitcase arrived in like 5 days.

Also I love the suitcase I got, It's better quality than my previous one and I didn't pay a cent

I’m giving 3 stars for the quality of the suitcase, but I’m deducting 2 stars for their service. My suitcase was critically damaged by SunExpress airline, and at the airport, I was advised to contact Dolfi, which seemed like a trustworthy website.

After waiting for five months, they finally gave me a €100 voucher to use on their website. I ordered a new suitcase, but I never received a tracking number. When I reached out to their customer service, I was told there had been an “internal error”, and I would not be receiving my suitcase. They then informed me that my case was closed, with no further explanation, which seemed highly suspicious.

I couldn’t understand how a legitimate company could handle a situation like this. It felt like my time had been completely wasted, and I was being misled. Frustrated, I left a review here titled “Fake Voucher.” Only after that did they respond to my review and send me an email stating that I would receive my suitcase along with a gift as an apology.

This makes me believe that if I hadn’t posted the review, I would never have received the suitcase that I was legally promised, which is absurd. In the end, I did receive the suitcase, and to be fair, it is of very high quality and has a beautiful color. However, I never received the promised gift despite the terrible experience and five months of waiting.

If I could give 0 stars I would. Air France/KLM or their handlers destroyed an almost new and very robust ABS luggage on a flight from the Canaries on Dec 8th 2024. Dolfi offered a €70 voucher 5 days later, that I could never activate on their partner website and they've failed to provide a solution since, despite email and phone calls. It's been nearly 52 days. Unbelievably bad!

Disclaimer: my luggage was heavily damaged, 5 stars are only related to the "after damage" service.

It was surprisingly fast and easy, I sent some pictures of my damaged luggage to Lufthansa and the Airline forwarded the claim to Dolfi1920 who immediately accepted the claim and submitted a voucher for the "market value" of my luggage (which in my case was acceptable accurate). Used the voucher to get a new one from their store, after 10 days it arrived home.

They quickly replied that my suitcase had been classified as ‘irreparable’ but they valued it at 85EUR which means that I cannot replace it with any of the ones they offer without assuming an additional cost... I think this situation is taking advantage of customers to make money.... Also they don't answer the email.