Preferential Service

Gol is concerned with the special needs of its Clients, seeking to eliminate barriers that may interfere and jeopardize the service provided to these passengers.
Gol has specially trained employees to help them.

Clients with special needs, unaccompanied passengers under 18 years of age, persons carrying babies, pregnant women, and the elderly are entitled to priority boarding. The Clients who temporarily need special cares also enjoy boarding priority.

As a general rule, special needs people can decide whether they need a person to accompany them or not. However, Gol reserves the right to require a companion when it is evident that the Client is not self-sufficient to assure the safety and well-being  of the person as well as the other Clients.

PNE - People Having Special Needs

After purchasing your ticket, access our On-line Service and inform your localization number (the registration number of your reservation) to request the help of our ground staff, these will help you during your departure procedure. At the departure Airport, the Passenger should ask for help at the check in counter to obtain preferential services, because our staff has been specially trained to help you.

Once inside the aircraft the Person Having Special Needs - Visual will be introduced to the cabin head, who will help him/her during the flight, including how to use the security equipment.

Gol advises hearing Person Having Special Needs - Visual to preferentially reserve seats by the window in intelligent manner. The Person Having Special Needs - Auditive inside the aircraft will be helped by our attendants concerning security procedures.

Wheelchairs

Once you purchase your ticket you should call 55 11 2125 3200 and inform your locator code (reservation registration) to request assistance from our ground personnel who will help you during the boarding procedures and provide preferential service.

Gol offers its Clients special wheelchairs which are available in all airports in which the company operates.

In the boarding airport, the Client should direct himself  the check in counter for preferential service and request help.

Important Note: Gol does not transport in its aircraft corrosive liquid batteries, only lithium or gel batteries are permitted in compliance with article 48 of Ordinance 676 of the Brazilian Civil Aeronautics Department.

Clients who require oxygen on board

In virtue of ratification issues, GOL may only make medicinal oxygen cylinders and stretchers available for passengers with special needs in domestic flights in Brazil.

In order to gather further information about any one of these procedures, call the Call Center of your respective country.

Elderly

At the time of purchasing your ticket, if you feel that it is necessary, access our On-line Service and tell us your localization number (the registration number of your reservation) to request the help of our ground staff, these will help you during your departure procedure, offering you preferential services.

Pregnant women and babies

At the boarding airport, the passenger should seek help at the check in counter for preferential service.

1) Pregnant women up to the 27th week of their Pregnancy (six months) should complete a Declaration of Responsibility supplied by the Company.

2) Pregnant women between their 28th and 35th week of Pregnancy (seven to eight months) should fill out a Declaration of Responsibility as well as present a Doctor’s Certificate authorizing air travel in a Pressurized Cabin.

3) Pregnant women between their 36th week and 39th week of Pregnancy (nine months) must be accompanied by a responsible physician.

4) Pregnant women who are in their 40th week or over of their Pregnancy (nine full months) may not board the aircraft except in an unavoidable situation and accompanied by an obstetrician.

5) The Medical Certificate must be issued no earlier than one week prior to the flight.

6) Even with medical authorization, pregnant women may not travel seven days prior to or after giving birth. It is also recommended that newborn babies not fly during their first week of life.

7) Pregnant women expecting multiple births (twins) must be accompanied by the Responsible Doctor beginning the 32nd week, prior to this period she may only travel upon the presentation of a medical certificate authorizing air travel in a pressurized cabin.

Important note:
40 weeks of pregnancy are equivalent to nine months. New born babies can only travel after they have completed one week of life.

8) The pregnancy term taken into consideration is the date on which the passenger boards the flight and not on the date on which the ticket was purchased or the reservation made.

9)Pregnant Clients may not fly during the seven days which precede the expected date of birth or can they fly during the seven days after giving birth.

10) Newborn babies will not be permitted to fly even if they are in good health during the seven days after birth and it should be emphasized that premature babies are regarded as medical cases.

Tips for pregnant women: Gol advises pregnant women to request seats which have the best air circulation, that way, some pregnant women prefer to sit near the window to minimize nausea during the first few weeks of pregnancy, while others prefer to sit on the aisle for easier access to the bathrooms.

Children held on the lap

It is mandatory to present an original of the identification document, when boarding the plant. You will also be required to present authorization from the Juvenile Court in the event that the child is accompanied by one close relative (grandparents, uncles/aunts or brothers/sisters over 18 years of age).

Animals

For more information on the transportation of Animals with Gollog, the Cargo Services of Gol, access our On-line Service.

The transportation of domestic animals is subject to the availability of space and you must access our On-line Service, so that the reservation for the animal can be made, up to two animals are allowed per flight, except in case of offspring, from the same litter (small size) belonging to the same Passenger.

It is worth mentioning that guide dogs for the blind, deaf, and/or dumb may be transported in the Passenger section, as long as sanitary measures are observed. The transport of guide dogs is subject to the availability of seats in the aircraft, for additional information access our On-line Service.

a) Required documents

There is no longer any need to present the animal in transit permit (GTA - Guia de trânsito animal) to board dogs and cats at the check in, although it should be remembered that only dogs and cats can be boarded through the check-in.

The Customer must however, comply with the required boarding documentation for domestic and international points, as listed below:

Domestic flights

• Proof of rabies vaccination, signed by a doctor of veterinary medicine. The vaccination is mandatory for animals over 3 (three) months of age and must have been given over 30 days and less than one year prior to boarding;

• Health Certificate – Issued by a doctor of veterinary medicine;

International flights

A CZI (International Animal Health Certificate - Certificado Zoosanitário Internacional) issued by the Ministry of Agriculture free of charge is required in international airports. To obtain this certificate, the Customer must comply with the procedures listed below:

Schedule by telephone or in person a consultation with a veterinarian of the Ministry of Agriculture located at International Airports.

When visiting the Veterinarian request a “Sanitation Certificate”, i.e., a health certificate, which will include the following information:

• Breed;
• Name;
• Origin of the animal (Pedigree information, if any);
• General state of health;
• Name of owner (complete identification).
• Current vaccination record (rabies vaccination is mandatory for animals over 120 days old and must have been given over 20 days and not less than one year prior to travel), signed by a doctor of veterinary medicine. The following is information that is mandatory for substantiating the vaccination: vaccine label stating the name of the laboratory, the type and number of the batch.

IMPORTANT: The Customers must pay due attention to the validity of the health certificate (three days as from the issuance date) as well as the validity of the CZI (eight days as from the issuance date for boarding) after which time they are no longer valid.

b) The container used to transport live animals must comply with the following requirements:

• The container must have been made of fiber or of rigid plastic, resistant to damages cause by the weight of other loads that may be transported concurrently, which will prevent the animal from leaving the container and also to preserve the animal from non authorized access (other animals, handling by outsiders, etc);

• Containers made of other materials will not be accepted to ship animals, such as wooden or straw containers.

• The internal dimensions of the container must be in line with the size of the animal, allowing it to settle down comfortably, to be able to stand up (according to its habits) and to turn around in a circle (a 360° turn) and also, to prevent the animal from hurting itself;

• The container must be provided with lateral openings that would insure the circulation and the ingress of air. It should allow the operator to move the container around without being attacked by the animal;

• The locks must have a safety device which would prevent them from opening accidentally, both from inside and from the outside;

• The internal flooring must have been lined or provided with a material capable of holding and/or absorbing urine and feces, preventing their leakage during shipping;

• The container to transport live animals must be resistant, safe, impervious and comfortable for the animal;

• It should allow several boardings;

• The animal must be transported inside an appropriate container, identified with the name, address and telephone of the sending Client as well as those of the recipient;

• The container must be provided by the Client.
Gol must receive the containers totally clean, disinfected and sterilized, which would prevent the animal or others from getting infected.

c) The animals will be boarded in the belly of the plan which is duly pressurized and the temperature is the same as that of the cabin.

d) In the event of long routes, the animal must be sedated by the Client him/herself under the supervision of a veterinarian.

e) The animal must be clean, healthy and not have any unpleasant odors. In the event that one of the aforementioned conditions is not complied, Gol could refuse to board the animal.

f) The passenger must place an identification label on the container including the name and telephone number of the owner, as well as the locator code (reservation registration).

g) A differential fee will be charged together with a fee per kg to transport the animal on the aircraft. It is necessary to stress that upon embarkation (VIA CHECK-IN), only domestic animals will be accepted (dogs and/or cats) weighting 30 kg or less. Over these weights, the shipping shall be directed to Gollog - Gol’s Cargo Service.