Dolfi1920 Reviews 

I had a good experience with Dolfi1920. My luggage was damaged during my flight, and they handled my claim professionally. They reviewed the case and offered me a replacement suitcase. The communication was clear and the process was straightforward.

Thank you Dolfi1920 for handling my claim and providing a replacement.

VERY VERY BAD CUSTOMER SERVICE

So it happened that in a short period of time, two Samsonite trolleys were damaged by Austrian and Lufthansa during two different flights. I filled in the claim online as directed at the airport and Dolfi took over.

Definitely they do not want to offer proper solutions for customers that have EXPENSIVE luggage. One of the bags looked to me irreparable but to them looked reparable. For almost one month I have no idea what is going on with the reparation of the luggage in ticket number 01618799. No update in the ticket, no reply to the e-mails.

The other ticket with the other Samsonite bag that looked reparable to me but irreparable to them is stuck in process with "the relevant department" whatever the relevant department might be (they could not explain what they are waiting for from their so called relevant department). It is ticket number 01636745. They tried initially to scam me and offer a voucher to buy another trolley from their super overpriced online store, but I would have to pay extra out of my pocket 249 EUR which I am not willing to do. The luggage we speak about costs on Amazon and anywhere else on the web around 310 - 315 EUR, they sell it in their online store with 599 EUR, which is ALMOST THE DOUBLE. I refused their "offer" and since then I did not hear any new update even I asked several times to send the case back to Lufthansa since the Montreal convention states that I am entitled to money, not to vouchers that are valid in a specific overpriced luggage store.

In the end, I had to forward the case to ECC and Schlichtungsstelle Reise & Verkehr e.V. so they sort it out for me. If this will not work out, I will have to contact my lawyer to take over.

So if you have an expensive trolley, Dolfi1920 is not the right place where to have it repaired or reimbursed, even if airlines unfortunately work with them.

Very good service, my baggage problem solved very nicely.

I got my suitcase back in a top shape.
Thank you very much for reparing it.

Horrible communication, almost no updates and really bad customer service.

I asked specific questions several times and never received any answers to my questions. The whole process of fixing my luggage took more then 1 month.

My suitcase was damaged while travelling with SAS, and SAS referred the claim to Dolfi1920 for handling.

I informed Dolfi1920 on 24 August that I was departing on 2 September and that I needed a workable solution before then. I subsequently contacted them repeatedly on 25, 26, 27, 28 and 31 August, and again on 1 and 2 September.

Despite repeatedly explaining the urgency and my departure date, I was consistently told that the matter had been escalated to a team lead. I specifically asked Dolfi1920 to help arrange a repair through Samsonite in Sweden and repeatedly followed up when I heard nothing. Despite all of this, no workable solution was provided before my departure.

On 2 September, after I contacted Dolfi1920 yet again, I was finally told that it was now too late to arrange a repair or rental suitcase before my departure and financial compensation was proposed instead, but it was never given to me. I therefore had to depart without the damaged suitcase and leave belongings behind.

Since my departure, Dolfi1920 has still failed to provide a workable solution. Astonishingly, they continue to propose collecting the damaged suitcase, despite me repeatedly explaining that I have already travelled and no longer have access to it. They have even asked for my current address to arrange collection, despite the suitcase not being at my current location.

This is precisely why I contacted Dolfi1920 well in advance of my departure and chased them repeatedly. They had ample opportunity to arrange collection or repair while I still had access to the suitcase, but failed to do so. They are now proposing solutions that are impossible because of the delay I repeatedly tried to prevent.

I have had to call and email repeatedly, explain the same circumstances multiple times, and chase promised escalations, yet I am still without a resolution.

Appallingly poor customer service and an extremely frustrating experience, particularly when this company is handling a baggage claim on behalf of an airline such as SAS.

The claim remains unresolved as of 9 September. I will update this review if Dolfi1920 provides a satisfactory resolution.

You file damage or missing before you leave airport. Wait for feedback. Was able to get new luggage. The best! Good thing Turkish Airlines is connected in Dolfi1920 gmbh Baggage service even though I do not have a physical receipt since it was a long time unlike Singapore Airlines thru their own app I filed without reciept no claims zero. So in case of untoward damage book better with Turkish airlines and other related airlines connected specifically with this Baggage Service Company. Ask or research before booking your tickets! Personnel on Airport were respectful despite the stressful passengers they need to pacify and explain the process.Great Service! 😊😊🥳

Good and fast service. They analysed my report of damaged luggage and proposed a solution within two days. I actually received a replacement within two weeks.

No response to my Email

luggage collected, fixed and delivered in less than a week

Everything went well overall

Very good communication throughout the process will regular updates. Luggage was collected and delivered without charges.
However, damage reporting time to Dolfi1920 should be increased from 7 days to 30 days after occurrence.

The answer was very fast and I got a new suitcase.

Easy and comfortable solution to get the suitcase being repaired

Our experience was great: it was a luggage damage with discover airlines and at least one week after return we recieved a new suitcase

Excellent service, very efficient communication

It is very sad that airline companies such as SAS have outsourced passengers' damaged baggage claims to this dodgy company. My suitcase was destroyed on a SAS plane, and after much paperwork (filling out two different reports), I was offered a voucher in compensation. I was forced to use this in the Dolfi1920 online shop instead of just receiving the money, which they make nearly impossible (which is technically illegal, but of course they usually get away with it). On their website, they try to trick you into choosing a suitcase for which you have to pay extra. They do have a few options that say €0, without mentioning the product's actual value. Needless to say, when you pick one of those, you lose the difference between the voucher's value and the suitcase's price; I assume they pocket the difference. I chose a suitcase online, but when I received it, it turned out to be of a different (budget) brand. Not what I had ordered.