Lufthansa Case C-534644-H7B4 The luggage offered as replacement is far inferior in quality and also was sent without any agreement. Also, the solution suggested was not timely and not satisfacto... See more
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I would like to say thanks a lot to customer service team for helping me to resolve the problem with my luggage which was demanded during a flight from Krakow to Los Angeles. The customer servic... See more
Company replied
My Rimowa luggage was damaged on a flight to Innsbruck. I reported the damage. Dolfi 1920 arranged for the luggage to be picked up in Sweden. After evaluation, it was determined that the luggage could... See more
Company replied
So, the start of this adventure was a bit of a head-scratcher. The pamphlet from KLM was as vague as a mystery novel, simply telling me to visit their website and order a product. Naturally, I had to... See more
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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, Hessen, Germany
- +49 30 30806777
3.4
Average
503 reviews
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Lufthansa Case C-534644-H7B4
Lufthansa Case C-534644-H7B4
The luggage offered as replacement is far inferior in quality and also was sent without any agreement.
Also, the solution suggested was not timely and not satisfactory even after constant follow ups.
April 6, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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.
Your complaint has been forwarded to the responsible branch, and they will get back to you as soon as possible.
Thank you
Best regards
Team Dolfi1920
Terrible pick up service and careless customer support
I filed a claim on 11.04.2026 and, until now, no one has come to collect my luggage. I have now had to schedule a third appointment because they simply didn't come to collect it during the first two. I had to ask someone to stay at home from 9 am to 5 pm waiting for them, just to receive an 'I'm sorry, when would it be possible for you again?'. It is simply careless and disrespectful the way they treat customers.
I will be traveling next week and, thanks to Dolfi1920, without my luggage.
April 11, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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. We have contacted the courier regarding this matter.
Thank you
Best regards
Team Dolfi 1920
Fast delivery and friendly staff.
April 11, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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 customer-orientated service
Perfect customer-orientated service, with all recommendations! - The Suitcase replacement, after the damage along an african flight back to Munich, was perfect and just in time before the next travel.
Thank you!!!
April 24, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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
Very strange experience - Aweful
Very strange experience. First they are quick to answer and respond to standard situations. But in cases when they shipped the replacement bag that i did not choose (they shipped a bag that i did not finalise check out on their web store), they try to charge me for their mistake.
Then we had many very nice calls and then promisses that they will fix this issue and they understand only to send me same email that looks as automated or AI and provide no solution. The service reminds me autoritarian management guided with no real customer service. Escalation does not work. Staff has no idea or power how to solve complex issues where they messed up. After 20 calls and 30 emails still no solution. This is not fair. I want to believe this is an isolated case, not sure when will this be solved. This is now a month old issue. Awful. I have not seen this sort of customer service for a very long time. Truly upper management issue.
March 30, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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 have reviewed both your cases and have received an order for a new luggage in each of them. We have forwarded the order confirmation to you via email so you can see it for yourself.
As we have delivered the model you have ordered the shipping cost for returning it has to be borne by you. Please also note that the luggage you want to return can only be returned unused and wrapped in the original packaging.
Thank you
Best regards
Team Dolfi 1920
Very good and clear communication and…
Very good and clear communication and frequent updates. Very professional repair!
March 12, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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
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 - Deutschland
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
Cear communication and professionally handled by Dolfi 1920
My Rimowa luggage was damaged on a flight to Innsbruck. I reported the damage. Dolfi 1920 arranged for the luggage to be picked up in Sweden. After evaluation, it was determined that the luggage could not be repaired. The luggage was sent back to me and I received a gift certificate in the Dolfi 1920 webshop. Good and clear communication and professionally handled by Dolfi 1920.
February 23, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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 - Deutschland
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
Worst support I ever had for damaged…
Worst support I ever had for damaged luggage. To begin with, they didn't have the brand matching the one damaged (Rimowa). To get to the full claim value, I had to purchase even more with them, without much solution, otherwise I would have lost the credit. To get the full amount and more, I had to select 2 pieces of luggage. One arrived after almost 3 weeks. The other one never arrived after 1 month. If there is any way to avoid doing business with them, please do so! So far, what I have is that they closed the case on their website, and I haven't gotten the luggage.
January 4, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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 would have very much liked to offer you a replacement from Rimowa. As the brand Rimowa now only sells in their own stores and does not provide replacements for us to offer to passengers anymore that is, unfortunately, not possible.
We always try to keep as many models as possible in stock to be able to offer passengers the fastest possible service. Unfortunately, it is not possible to have every single model we offer in stock at all times. If we have to order the model from the manufacturer, we are dependent on the manufacturer for delivery times. We do apologize for the delay.
As one of the models arrived earlier than the other one it was sent out right away, so that you would have at least one luggage at your disposal. The other one only reached us on 05.02.26 upon which it was immediately readied for shipping. According to the courier the parcel has been delivered today. Please let us know whether you have received it.
Thank you
Best regards
Team Dolfi1920
I would like to say thanks a lot to…
I would like to say thanks a lot to customer service team for helping me to resolve the problem with my luggage which was demanded during a flight from Krakow to Los Angeles.
The customer service team kindly assist and resolve the replacement of damaged suitcase. I am very glad that I met such a kind and friendly response from team. Now I have a new suitcase and I am satisfied with it. Also I am ready for my upcoming trip to my new destination.
Best regards.
Sincerely,
Irina.
January 30, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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
Poor service
I returned from the Far East to Munich 15th December 2026on a Cathay Pacific flight. My suitcase was missing 2 wheels and the hinges had been damaged. The damage was reported at the airport and received the Reference MUCCX10175 and subsequently 01429365 from Dolfi 1920. The case was collected for repair but on return the replaced wheels did not appear to be new. Despite several attempts to get Dolfi to comment their communication skills were appalling, emails they say were sent never arrived. Furthermore, despite saying I would be contacted by telephone the case was closed by Dolfi without receiving a telephone call from Dolfi. Appalling service.
January 26, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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 that was carried out.
Unfortunately, we were unable to reach you by phone.
We would like to inform you that our experts use exclusively original and new parts when repairing Samsonite suitcases. Our specialists, of course, carefully check that the wheels are functioning properly.
We would be happy to review the matter again. For this purpose, we kindly ask you to provide clear pictures of the affected wheels. Please also see our email from 22.01.2026.
Thank you for your understanding. We look forward to hearing from you.
Best regards
Team Dolfi1920
still no suitcase
still no suitcase, lies all aroiund and claiming that they passed my claim to Brussels airlines which affirmed me by writing it was not accepted yet after more then a month.
AVOID AT ALL COST !!
December 10, 2025
Unprompted review
Reply from Dolfi1920 - Deutschland
Dear passenger,
we would have very much liked to send you a new luggage before your departure. Unfortunately, we did not have the information about your departure on 18.12.25 in our system and it could, therefore, not be taken into account.
We always try to keep as many models as possible in stock to be able to offer passengers the fastest possible service. Unfortunately, it is not possible to have every single model we offer in stock at all times. If we have to order the model from the manufacturer, we are dependent on the manufacturer for delivery times. The delivery usually takes no longer than 14 days.
As the model you chose was not in stock it was ordered from the manufacturer. We received your order on 10.12.2025. Unfortunately, it was not possible to deliver it before your departure on 18.12.25.
We could have sent the luggage to you after 18.12.25, but on 29.12.25 you let us know that you would like to receive a refund instead. We, therefore, cancelled your order. As you asked for a monetary compensation we forwarded your case to the airline for finalization, as this airline has not authorized us to carry out monetary reimbursements for them. If you have any further questions please contact the airline directly.
Thank you
Best regards
Team Dolfi1920
I am waiting since almost a week to get…
I am waiting since almost a week to get my suitcase picked up , which was damaged on my last flight with Eurowings . Dolfi1920 is blaming GLS, GLS is blaming Dolfi1920 and nobody seems to care about customer service and helpful chats. I am sitting here waiting that somebody can deal with my broken suitcase.
January 12, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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 these problems with the courier have occurred and apologize for the inconvenience. We will file a complaint with the courier.
We would very much like to finalize this case for your as soon as possible. For details, please see your emails.
Thank you
Best regards
Team Dolfi1920
Scammy claim handling and unfair revenue model
In my experience, Dolfi1920 operates a very scam-like claims process.
They made up the age and value of my suitcase without asking me. My suitcase was less than 3 months old and cost EUR 256.95 (I provided proof), yet they decided it was 14 months old and worth EUR 90, offering only EUR 81.
Then they push compensation via vouchers for their own webshop — where a Samsonite suitcase is listed at EUR 229 while you can buy the same elsewhere for EUR 145. That feels like a revenue system built on undervaluing claims and forcing customers into overpriced vouchers, not fair compensation.
Based on my experience, I would not trust this company to handle claims fairly.
January 2, 2026
Unprompted review
Reply from Dolfi1920 - Deutschland
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 providing your case number so that we could match your review to your case in our system.
We have reviewed your case, and the residual value has been adapted according to the link you have provided. We will also pass this link on to our assessment team to that they can become familiar with this brand.
We sincerely apologize for the inconvenience.
Please see your emails for details.
Thank you
Best regards
Team Dolfi1920
I do not recommend them
It was the worst experience. My suitcase was partially damaged. I lost personal belongings l. They assessed the amount I was supposed to be reimbursed, but the reimbursement was never made. Unacceptable and unprofessional.
September 5, 2025
Unprompted review
Reply from Dolfi1920 - Deutschland
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 sending the email so that we could match your review to the case in our system.
We do apologize for the delay. Your reimbursement will be carried out as soon as possible.
Regarding any lost contents please contact the airline directly, as Dolfi1920 can only handle cases of damaged luggage. Delayed flights, lost or damaged contents, etc. are handled by the airline itself.
Thank you
Best regards
Team Dolfi1920
Efficient, Reliable, Fast
My past experiences with Dolfi were really terrible but this time I had an excellent experience.
The wheels on my Victorinox suitcase were broken and Victorinox could not offer repair due to lack of spare parts. Somehow Dolfi managed to find spare parts and make the repair. Perfect job. Everything went smoothly and communication was fast and to the point. Pickup at my workplace in Luxembourg and return to my home address went smoothly. Dolfi has really improved the service and processes in the past 3 years. I will be very pleased to deal with Dolfi again. Thank you
December 15, 2025
Unprompted review
Reply from Dolfi1920 - Deutschland
Dear passenger,
thank you for taking the time to evaluate us.
We are sorry to hear that you did not have a good experience with us in the past and all the more 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
I submitted a formal claim for severely…
I submitted a formal claim for severely damaged checked baggage to Dolfi 1920 over a month ago, including all required documentation, photos and reference numbers.
To this day, I have received no response whatsoever — not even an acknowledgment.
This is deeply disappointing and unacceptable, especially considering that baggage damage claims are governed by the Montreal Convention, which obliges carriers and their appointed service providers to handle claims promptly and professionally.
The damage to my suitcase was extensive and clearly occurred while the baggage was in the airline’s custody. Despite this, Dolfi 1920 has failed to meet even the most basic standards of customer service and legal compliance by simply ignoring the claim.
A month of complete silence after a formal legal claim is not only poor service — it undermines trust and raises serious concerns about how claims are handled internally.
I would strongly caution other passengers: if you are unfortunate enough to need Dolfi 1920 for a baggage claim, be prepared for long delays and no communication.
November 18, 2025
Unprompted review
Reply from Dolfi1920 - Deutschland
Dear passenger,
thank you for taking the time to report your experience with our service to us. Your feedback is very important to us.
Please note that we are legally not allowed to give out information to third parties.
Since the damage report was not filed under your name, we cannot give you any information on the case unless the person whose name is on the damage reports fills in and signs a power of attorney allowing you to act on their behalf and allowing us to share information with you.
The person under whose name the damage report was filed needs to contact us directly.
Thank you
Best regards
Team Dolfi1920
I’m satisfied with company’s service
I’m satisfied with company’s service. Unfortunately it takes time to get a money refund so I received a voucher for buying a new suitcase online on their website. They’ve been very responsive and supportive throughout the process, today I have received my suitcase and very satisfied with it!
December 2, 2025
Unprompted review
Reply from Dolfi1920 - Deutschland
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
Super fast solution
Super fast solution. A part of our buggy was lost. Unfortunately it wasnt possible to have just this part of the seller. So we got a close to full refund of the actual price of the buggy so that we were able to buy a new one. The process was super uncomplicates and fast. Rarely experienced such a great Customer Service! Thank you again for the great solution.
October 31, 2025
Unprompted review
Reply from Dolfi1920 - Deutschland
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
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