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
Fast and reliable processing of the case. Very fast pickup and delivery. As a little „minus“ for a five star experience: The repair was not perfect. Some bumps and scratches are still visible. Thi... See more
Company replied
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... See more
Company replied
After we submitted the application for damage on our luggage, Dolfi1920 reacts very fast und without any complications. Of course the damage was obvious, the lagguage quite new and we submitted right... 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
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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
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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,
as you know, we are trying to resolve this as quickly as possible. A new luggage will be sent to you as soon as possible.
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
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
Refund: Fast and without any Complications
After we submitted the application for damage on our luggage, Dolfi1920 reacts very fast und without any complications. Of course the damage was obvious, the lagguage quite new and we submitted right after we arrived.
Thanks to the Dolfi1920 Team! Much appreciated!
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
Good information during the process
Good information during the process, fast delivery of replaced item (faster than expected)
23 July 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
The repair of the suitcase don’t met my…
The repair of the suitcase don’t met my expectations.
I expected a higher quality repair.
12 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 sorry to hear that you are not satisfied with the repair. We have, therefore, opened a complaint on your behalf.
We would ask you to give us the opportunity to assess the defects you have reported and to send us some photos of the defects in question by email. Please check your emails for further details.
Please note that repairs cannot restore the item to its original condition. Furthermore, traces of the damage may remain on the luggage after repair. Unfortunately, these cannot be removed.
Unfortunately, scratches cannot be removed from the luggage. The airline excludes liability for signs of wear and tear, such as minor cuts, scratches, dents or soiling. This means that we are not authorised to replace the luggage or reimburse a residual value because of signs of wear and tear.
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
Replacement of damage luggage
very professional execution of the damage assessment and replacement process.
2 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
Perfect!!!!
12 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
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