Just received my luggage. File a Claim with Lufthansa and the getting connected to Dolfi wasn’t the easiest. I receive a quote for my broken bag that was lower than the price paid originally (note th... 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
Based on reviews, created with AI
What people talk about most
Based on these reviews
I received quick responses in every email I sent and I am satisfied with the solution they provided. The only remark is the suitcase replacement, it's not exactly the same product as my damaged one, t... See more
Company replied
Luckily, the luggage was repaired. The first information we got, was that is impossible to repaire the luggage. Later we didn´t get any other information. The only message we received, was that a... See more
Company replied
Very quick service! Submitted claim was processed the same day. The option to order new luggage was immediately available and confirmed the same day as well. After shipping, I received the suitcase a... 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 34C, 65451, Kelsterbach, Germany
- +49 30 30806777
- info.germany@dolfi1920.de
- dolfi1920.de
4.1
Great
5K reviews
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.
Really quick and professional.
March 5, 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 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 Dolfi1920
Terrible experience
Terrible experience all around. First of all, I had to be incredibly persistent and send multiple emails to request a cash refund. Dolfi1920 tried multiple times to direct me to their store to use a “credit” they offered. However, the luggage options they provided would have required me to spend much more money to replace a baggage of the same quality and similar features as my damaged luggage. Once they finally allowed a cash reimbursement after multiple emails of me demanding I receive cash instead of store credit, they gave a reimbursement value for less than half of what I paid for my brand new luggage. My luggage was used only a couple of times and was in new condition still. I agreed to this price, because some reimbursement money is better than nothing… but then Dolfi1920 never sent my cash reimbursement to me and then proceeded to close my case. I am now I’m left with a damaged bag I have to pay out of pocket to replace. The company does not respond to emails and I’ve waited 2-3 months to receive my reimbursement for my claim and it still hasn’t been received or deposited into my bank account. They say processing can take several weeks, but it has been months at this point. Do not fly with Lufthansa because this process has been a mess. The odds of the airline damaging luggage and sending you to this third party company is a complete waste of time and energy. Please do better Dolfi1920.
January 11, 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 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.
When you declined our offer to choose something from our catalogue without any additional payment and asked for a monetary reimbursement your bank data was requested straight away.
Unfortunately, the transfer did not go through using the bank data you provided at first. We have received the alternative data from you yesterday, thank you for that. The transfer will be attempted again as soon as possible.
Thank you
Best regards
Team Dolfi1920
Broken Luggage. Broken Heart.
My luggage was broken, and this company got assigned as some kind of third party to replace it. They required about 20 emails to make it happen, gave me less than it will cost to replace the bag, and in general were a real pain to deal with. If the bag arrives, it will remain a 2 star experience. If it doesn't (and I'm not holding my breath, it's been a month) I will drop it to a 1.
UPDATE: in response to their response. They said “if you don’t agree with the price, send an invoice.” 1) they literally sell the SAME bag by the SAME company on their website - and yet if I want it, I am required to pay an additional 80 euro over the awarded price! Wtf do you need a purchase invoice from 2 years ago for - it’s the SAME BAG!! (And thanks for proving my point about your shadiness wrapped in nice language by writing your review)
March 2, 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.
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
DDolfi1920 good service partner of airline EMIRATES…
Communication with Dolfi1920 as a service partner of airline EMIRATES was good. Our damaged suitcase was picked up on date and time as promised. Suitcase was repaired perfectly and returned on time.
March 2, 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 Dolfi1920
We had no Problems repairing our luggage
March 4, 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 Dolfi1920
good and fast delivery
Fast and easy. Many options from free of charge to business models to choose new suitcase.
March 4, 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 Dolfi1920
Starting bumpy the suitcase has been…
Starting bumpy the suitcase has been picked off, repaired and delivered very quick. Good work.
March 4, 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 Dolfi1920
Easy web interface and swift solution
Easy web interface and swift solution. I submitted my claim on Saturday and received a replacement suitcase on Tuesday.
March 3, 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 Dolfi1920
Extremely quick and professional to get…
Extremely quick and professional to get a review of the damaged bag from a flight.
March 2, 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 Dolfi1920
Without ever contacting me after…
Without ever contacting me after submitting my damage claim, Dolfi 1920 closed my case. I never received a new bag nor any compensation even though it was a brand new suitcase that had only flown once. Lufthansa broke multiple wheels off of my case and it no longer rolls which is difficult considering its size. Not sure how I will move home at the end of this year as it is my only bag and I am a student who cannot really afford to go buy a new one.
January 11, 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 contacted you via email multiple times in January. The email address that was given in the damage report was used. After we had not heard back from you for a full month your case was closed, as we had to assume that you were no longer interested in our service.
We would ask you to please check your spam folder as well.
As you have now contacted us your case has been reopened. Please see your emails for details.
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 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 Dolfi1920
Was very fast and helpful
March 2, 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 Dolfi1920
Reply from Dolfi1920
Dear passenger,
Thank you for your review. We regret that we were unable to fully meet your expectations and would like to know how we can improve our service.
Please send us your suggestions at feedback@dolfi1920.de. Your feedback is important to us, and we will work to provide a 5-star experience in the future. Thank you for your support!
We wish you safe travels for the future.
Kind regards,
Team Dolfi1920
Terrible communication & substandard service levels
Terrible communication, repeated mistakes. Overall a terrible experience!
March 2, 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 have reviewed your case and would like to apologize for the inconvenience. This will be passed on internally to make sure a smoother service is provided in the future.
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 Dolfi1920
Scratched suitcase
My damaged suitcase was repaired at Dolfi.
The repair of the dent was completely satisfactory.
Unfortunately, the suitcase was badly scratched during transport to Dolfi or on the way back to me.
The response I received from Dolfi was that these are normal signs of wear and tear...
Apart from a dent, the suitcase had no scratches as it was brand new.
It's a shame about this service, as the dent was repaired really well.
January 15, 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.
Your luggage already had scratches when it arrived in our workshop. As we are not allowed to replace the luggage based on scratches we cannot offer you a replacement.
Your luggage was repaired and returned to you and we are unable to offer you any further compensation.
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 Dolfi1920
Good Communication and fast claims…
Good Communication and fast claims settlements . Perfekt! Thanks.
February 27, 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 Dolfi1920
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.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
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.