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
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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
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I have a exellent opinion about Dolpi…
I have a exellent opinion about Dolpi 1920 company.
Very satisfy with you guys.
To coperate with you Lufthansa have to be very proud
February 20, 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
Fast repair after zipper was ripped off
After flight one zipper was ripped off. Dolfi contacted me quite fast after sending them pictures. The picked up the bag, repaired it and sent back within a week. They replaced both zippers and the bag is working again. Great and fast service!
Case number was 01461715.
February 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
Quickly response and evaluation of my…
Quickly response and evaluation of my case.
Good resolution as well, they sent me a brand new baggage of similar characteristics.
Overall good and reliable experience.
February 11, 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
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 zipper on my bag was repaired very…
The zipper on my bag was repaired very well.....as good as new
February 19, 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
Run-around company
This company approved my claim last month and asked for the information to pay me and then didn’t pay me.
I have contacted them EIGHT times since then and every time I contact them they either ignore my email or when I call they tell me they will transfer my ticket to a different department and tell me they will reach out to me with in answer.
I haven’t gotten an answer. It’s been weeks.
I was just told to just be patient. I was told the money would come “this week” ….. last week. I am still waiting to be reimbursed.
I am not sure why a reputable company like Lufthansa uses this company.
Update: After leaving this review Dolfi “paid” my claim. The invoice they approved was for $685 but I only received $651.48. I am waiting to hear back from the company to find out why they did not pay the claim they approved in full.
Case number 01424585
February 18, 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 also thank you for now providing your case number with which we could match your review to the case in our system.
As we process several hundred transfers every week the processing time is 14-30 days. Each case has to be reviewed diligently to make sure everything is correct. The bank data also has to be checked for each individual case to make sure it is formally correct. Your transfer was carried out earlier today.
We can assure you that the transfer would have been carried out today without your online review. As you were supposed to receive the full amount we have forwarded your complaint to the bookkeeping department and they will look into this.
Thank you
Best regards
Team Dolfi1920
Solution and customer oriented service
Solution and customer oriented service, even though the delivery of the replacement took much longer than announced.
January 16, 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 Airline damaged my suitcase and all…
The Airline damaged my suitcase and all I got is 10% of its value, which I have to use to buy an overprized item at your store. This was not as expected. nevertheless the process in your store was go quite good.
February 17, 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 10-20%, immediately after the purchase, per year. The maximum deduction is 80%. Dolfi1920 does not have any influence on these regulations.
Please also note that we offer the luggage in our online shop for the official prices of the manufacturers. Occasionally you may be able to find these at a lower price from third-party sellers.
For the future we wish you damage-free travel. Should you suffer damage to your luggage again please do not hesitate to contact us. If you let us know which model you want, we will be happy to make an offer and give you a good price.
Thank you
Best regards
Team Dolfi1920
Very cumbersome process
Very cumbersome process! Essentially all again, after all information was already given to Lufthansa!
However, fast reply and fast decision for replacement. Now let's see when the new suitcase arrives!
February 17, 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.
Unfortunately, not all cases are forwarded to us by the airline or airport. We are also required by the airline to request a picture from each side in addition to picture/s of the damage/s. Therefore, we have to request this information.
The new luggage is already on its way to you and should arrive shortly.
Thank you
Best regards
Team Dolfi1920
Fast response
February 18, 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
Amazing rapid communication
Smashed luggage during travels - I was put in contact with Dolfi. Every communication was answered within hours and I got the same luggage, in another color, delivered at home. Communications and follow up very efficient!
February 17, 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 Dolfi1920
Reply from Dolfi1920
Sehr geehrter Passagier,
vielen Dank, dass Sie sich Zeit genommen haben, um über Ihre Erfahrungen mit unserem Service zu berichten. Ihr Feedback ist uns sehr wichtig.
Beide Gepäckstücke, die unter der von Ihnen genannten Referenznummer gemeldet sind wurden repariert. Ein Gepäckstück wurde laut Kurier bereits am 16.02.26 bei Ihnen zugestellt. Das zweite Gepäckstück befindet sich aktuell im Versand und geht Ihnen in Kürze zu. Wir können Ihre Kritik leider nicht nachvollziehen und würden Sie daher bitten uns unter feedback@dolfi1920.de zu kontaktieren, um dies zu klären.
Für die Zukunft wünschen wir Ihnen eine schadensfreie Reise.
Vielen Dank
Mit freundlichen Grüßen,
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
Easy going and very convenient
February 16, 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
Fast and Efficient
January 29, 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,
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
Grateful for quick and satisfactory compensation.
I am so grateful for the damaged bag compensation and the responce time was very quick.
February 12, 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 Dolfi1920
My experience with dolfi1920 has been…
My experience with dolfi1920 has been the most unpleasant, unfriendly, rude, unprofessional, unhelpful experience I have ever had. I have received my bag broken on my trip to Prague on 27th Nov 25, I submitted damage report providing several photos from different angles & invoice stating the value of 200 Euro and date of purchase stating less than 1 year old. Initial offer from dolfi1920 was 84 Euro which is less than 50% of the value of the bag stating that based on their assessment it is 3 years old and worth 120 Euro relying on the price from the brand website (I travel quite often so I am a heavy user so I don't know what was their reference for the age of the bag! + I bought it if from local free shop at higher price so don't know why they are referring to the website price?!). I submitted an objection and after 2 months & 6 follow up emails, I was contacted by someone called Adrián Rédli that they have reassessed my claim and all of a sudden their new assessment is that the bag is 6 years old and original value is 100 Euro claiming that his/her colleagues' assessment was wrong which was completely unprofessional feedback & it only sound to me like a punishment to me because I was just not satisfied with the initial assessment. After submitting a negative review of course on google, the same contact approached me with an offer to deliver a similar bag to me to an address in Europe as they can not deliver it to my home country (which really sounds ridicules to me! How am I supposed to provide that!) so as a way to solve that I asked to provide me the value of this bag which was 109 Euro (although much less than the original value) to let this topic closed but the feedback received from the same contact that this is not possible and all what they will offer me is 30 Euro & that's it. I strongly believe that this contact is taking this personally & insistent of taking away my right & don't want to solve this issue at all or maybe there is some discrimination issues regarding middle east nationalities or so which is a real shame! Would highly appreciate your support to have that resolved, ideally providing me the original value of my broken bag or even the 109 Euro value of the offered bag to have this topic closed which was pending for 3 months now.
November 27, 2025
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 already explained to you before we cannot accept the confirmation provided as an invoice. The residual value of the damaged luggage was established based on its features, the brand and the successor model. If you disagree with our evaluation, please provide the purchasing invoice so that we can submit it.
We can assure you that nationality does not have any influence on this. Each luggage is evaluated based on its value only. If there is no purchasing invoice available, we base the residual value on the official prices of the manufacturers.
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
Thank you for taking the time to…
Thank you for taking the time to provide your detailed feedback, however, I am resubmitting my review to further clarify the case. I have received my bag broken on my trip to Prague on 27th Nov 25, I submitted damage report providing several photos from different angles & invoice stating the value of 200 Euro and date of purchase stating less than 1 year old. Initial offer from dolfi1920 was 84 Euro which is less than 50% of the value of the bag stating that based on their assessment it is 3 years old and worth 120 Euro relying on the price from the brand website (I travel quite often so I am a heavy user so I don't know what was their reference for the age of the bag! + I bought it if from local free shop at higher price so don't know why they are referring to the website price?!). I submitted an objection and after 2 months & 6 follow up emails, I was contacted by someone called Adrián Rédli that they have reassessed my claim and all of a sudden their new assessment is that the bag is 6 years old and original value is 100 Euro claiming that his/her colleagues' assessment was wrong which was completely unprofessional feedback & it only sound to me like a punishment to me because I was just not satisfied with the initial assessment. After submitting a negative review of course on google, the same contact approached me with an offer to deliver a similar bag to me to an address in Europe as they can not deliver it to my home country (which really sounds ridicules to me! How am I supposed to provide that!) so as a way to solve that I asked to provide me the value of this bag which was 109 Euro (although much less than the original value) to let this topic closed but the feedback received from the same contact that this is not possible and all what they will offer me is 30 Euro & that's it. I strongly believe that this contact is taking this personally & insistent of taking away my right & don't want to solve this issue at all or maybe there is some discrimination issues regarding middle east nationalities or so which is a real shame! Would highly appreciate your support to have that resolved, ideally providing me the original value of my broken bag or even the 109 Euro value of the offered bag to have this topic closed which was pending for 3 months now.
November 27, 2025
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 already explained to you before we cannot accept the confirmation provided as an invoice. The residual value of the damaged luggage was established based on its features, the brand and the successor model. If you disagree with our evaluation, please provide the purchasing invoice so that we can submit it.
We can assure you that nationality does not have any influence on this. Each luggage is evaluated based on its value only. If there is no purchasing invoice available, we base the residual value on the official prices of the manufacturers.
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
Did not fix anything that was seriously…
Did not fix anything that was seriously damaged. They didn't replace the rivets or straighten the crooked hinge. Nothing was repaired. Not a single dent or scratch!
February 13, 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 are not satisfied with the repair. We have, therefore, opened a complaint for you.
We would ask you to give us the opportunity to view the claims you have made by sending us a couple of pictures of the damages you have complained about.
We would like to point out that repairs cannot restore an item to its original condition. Traces of the flight damage can be visible on the luggage even after the repair. Unfortunately, it is not possible to remove these.
Scratches cannot be removed from the luggage. The airline also excludes signs of wear and tear, such as minor cuts, scratches, dents or dirt, from its liability. This means that we are not authorised to replace the luggage or refund its residual value on the basis of signs of wear and tear.
Thank you
Best regards
Team Dolfi1920
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