Avoid dealing with Dolfi 1920 and Lufthansa when it comes to damaged luggage!…read more Lufthansa broke two brand-new suitcases I purchased for my trip. They sent me to Dolfi 1920, the company that handles their baggage claims and refunds. Since I didn't have the original receipts, Dolfi 1920 only offered a "used baggage" refund, which I accepted just to get the process moving. I was told it would take no more than 30 days to receive my refund. One was processed in 20 days, but the second has been stuck in endless red tape -beyond the 30 day deadline. Every time I follow up, it's with a different Dolfi representative, and none of them seem to know what's going on with my case. It's clear there's zero internal communication. Every communication makes the following statement - we did tell you that it could take a few weeks to process. No- I was told up to 30 days. The entire process has been slow, frustrating, and unprofessional. If Lufthansa truly values its customers, they need to rethink their partnership with Dolfi 1920. Travelers beware -- if your luggage is damaged, expect long delays, poor communication, and a lot of headaches before you ever see a refund.

The worst company I have ever dealt with. You would be…read morehard-pressed to find a less professional company! It started with a damaged suitcase I reported. Even though the suitcase was only a year old, I received a voucher worth well under 10% of the suitcase's value. We then ordered a replacement suitcase. We received the wrong one and also had to pay a significant amount in customs duties. We were refunded part of the customs charge, but not all of it. After a lot of back-and-forth, Dolfi demanded that we return the suitcase to get a new one. This required providing them with all sorts of personal information--name, address, national ID number--and they practically demanded a copy of my passport! I have exchanged over 40 emails and had several phone calls with Dolfi, yet there has been no resolution. Next time, I'll just throw the suitcase away and pay for a new one myself to avoid dealing with this unprofessional company!