The Smiles S.A., (“Smiles”) company was formed to operate
in the commercial awards and loyalty segment, in partnership with a wide
network of companies and institutions in various markets, in order to provide
Smiles program (“Smiles Program”) participants (“Participants”) with various
awards and advantages.
Initially created by and for airlines, the Smiles Program uses miles as
a unit of value. Due to its success, Smiles aims to continuously improve the
Program through cooperation with several commercial partners by making
available new products and services for awards, in addition to already
established awards in airline services, to provide its Participants with ever
The Smiles Program consists of Participants accruing and redeeming
miles. Miles are accrued through the use
and/or consumption of products and services offered by participating Program
Partners. According to the program’s terms and conditions, the Participants can
exchange miles for various awards.
The Terms and Conditions of the Program are available below for your information.
By accepting and following these Terms and Conditions the interested party can
register and enjoy all of the Program’s benefits and advantages.
1. THE SMILES PROGRAM
1.1 Program – The
Smiles Program consists of registered Participants obtaining, accruing and
redeeming miles. When a
Participant obtains miles as per these Terms and Conditions, these miles will
be added to a unique account created in the Participant’s name as his or hers
1.2. Accruing and Redeeming – Smiles Participants can accrue miles by flying Gol
or Program Partner Airlines (“Partner Airlines”), or by acquiring products
and/or services from partner companies (“Partners”). Miles
may be redeemed by the Smiles Participant in exchange for several awards, on
the virtual platform available at www.smiles.com.br (“Smiles Awards).
2. REGISTERING IN THE PROGRAM
2.1. Participants – Any
individual duly registered and approved by Smiles may be a Participant
in the Smiles Program. Those interested in
participating in the Smiles Program must agree to the Program’s Terms and
Conditions and express their acceptance of such Terms and Conditions upon
registering on the website www.smiles.com.br.
2.1.2. Relationship and commercial incentive programs from Smiles Partners
– The Participant who wishes to benefit from the
relationship and/or commercial incentive programs offered by Smiles Partners must
accept the terms and conditions set forth by the Partner programs, whenever
2.2. Registration – Those
interested in participating in the Smiles Program, including minors, must have
all required documentation to complete their registration correctly on the www.smiles.com.br website or other channels that may be made
available by Smiles. It is the sole
responsibility of the Smiles Participant to complete said registration form and
keep it up-to-date, under penalty of not being able to fully use the account
and associated benefits.
2.3. Statement – Upon
acceptance of these Terms and Conditions, the Smiles Participant expressly
declares that the information he provides is true to the best of his knowledge,
under penalty of administrative or legal
action as pursuant to article 299 of the Brazilian Penal
Code  for errors, consequences
or any other damages resulting from the imprecision or falsity of said information.
3. SMILES ACCOUNT
3.1. Smiles Account – Smiles will assess and may approve or reject the interested
party’s application to participate in the Program, which, once approved, will
become a “Smiles Account,” in which Smiles Participant’s miles and registration
information will be stored.
3.1.1. The Participant may
only have one active Smiles Account. If Smiles identifies more than one Smiles Account per Participant, Smiles will keep open the account with
the largest balance and cancel all other accounts.
3.1.2. Smiles Accounts with zero balance with
no activity for a period of over 12 (twelve) months may be cancelled by Smiles.
3.2. Smiles Access Information – The Participant will receive an email at the address
registered containing the Program identification number (“Smiles Number”) and must
register a password (“Password”) for his Smiles Account; together these constitute
the “Access Information.” The Access Information is
used to access and transact in the “Smiles Account.” The Smiles Access
Information is personal and non-transferable, whereby the Smiles Participant is
responsible for its security, strict secrecy and confidentiality and must not
disclose the information to anyone.
3.2.1. Smiles is
not responsible for misuse, negligence or loss of Access Information by Smiles
Participants, nor will it be liable for negligent access to the Smiles Account using
non-secure computers and/or digital environments that are suspect or shared or
any other electronic means that may put
the transaction at risk or facilitate the incidence of fraud.
3.3. All Smiles
Participants who have their applications approved will have a virtual
identification card (“Smiles Card”) available for printing via their Smiles
Account, on the www.smiles.com.br website.
4. SMILES MILES
4.1. The currency used
for the purposes of accrual will be the Smiles Mile. Smiles
Participants will be able to accrue miles upon completion and approval of their
Smiles Program application. Participants must present their Smiles Card or
Smiles Number when acquiring products and services or airline tickets or at
check-in in order to accrue miles in their name.
4.2. Miles Generating Activities – The miles generating activities, (“Miles Generating Activity”)
are: 1) acquisition upon full
payment of eligible Partner products or services, as determined by the partner;
and 2) use of eligible airline (VRG/GOL) services and/or partner airline
services in segments effectively flown and fully paid for by the Participant,
according to the rules established by Partner Airlines. The Miles
Generating Activities confer Participants the right to obtain miles upon being
duly registered and approved by the Smiles Program. Occasionally, in the event
of promotions, the Generating Activity occurring up to one month prior to the
registration and approval of the Participant in the Program may confer the
right to accrue miles.
4.3. Miles arising from Generating
Activities are credited only and exclusively to the acquiring Participant’s
Smiles Account, in a single instance of the Miles Generating Activity that was effectively
completed and fully paid.
5. SMILES MILES EXPIRATION
5.1. Miles expiration – The
standard Smiles mile will be valid for 36 (thirty six) months from the day and
time the mile is credited to the Smiles Account and will be debited from the
most recent to the latest expiration. The Smiles Participants
should monitor the expiration of miles according to the information provided in
their Smiles Account.
5.1.2 The miles may
expire before 36 (thirty six) months in specific cases, such as: promotions,
differentiated partner products or bonuses, always defined according to the
Partner and product or service norms, duly publicized on the www.smiles.com.br website
and/or by email or other forms of publicity.
5.2. Transactions involving miles – Any transactions or transfers involving miles
between Accounts, Participants or programs are expressly prohibited due to the
personal and untransferable nature of the mile, except in the case of products
or programs developed by the Partner along with Smiles, with specific
rules pertaining to such product or promotion. Under no
circumstances can miles be converted into money, in whole or in part.
5.2.1 Miles cannot be
sold, donated, granted or in any way transferred or liened, nor can they be
passed down as an inheritance, except in cases of products or services developed
by the Partner along with Smiles and regulated by the specifications
pertaining to such product or service. In case of Participant
death, their Smiles Number will be ended and the miles canceled. The undue use of miles belonging to deceased
Smiles Participants will subject the violator to legal measures, as well as the
cancellation of the Smiles Account due to the violation as proven by Smiles.
5.3. Commercial Partners
will determine the number of Smiles miles attributed to each product or service
according to their own rules, which shall be observed at the time of purchase
of said products and/or services.
5.4. Credit Statute of Limitations – Each Miles Generating Activity has a specific
timeframe in which the miles must be credited to the Participant’s Account. Smiles has up to 60 (sixty) days from notification
by the Partner to credit the miles to the Smiles Account. The Participant must
have documented proof of the Miles Generating Activity to demonstrate his right
to that credit.
5.4.1. Smiles Participants
must monitor the timeframe for miles to be credited to their Smiles Account
according to the regulations of each Partner, whether or not the partner is an
airline. Occasionally, such credit can only take place at the time of the Miles
Generating Activity and otherwise the right to the miles is rendered null.
5.5. Mileage Refund – Smiles may revert miles credited to a Participant’s Smiles
Account if: (a) payment of the award was
not made in full, upon request by the Partner, whether or not an airline
Partner; (b) the miles are found to have been acquired illicitly or
irregularly; or (c) it is found that the Smiles award was obtained
illicitly or irregularly. In this last case the Smiles awards (“Awards”)
may be cancelled: airline tickets will be cancelled and/or other Awards may
have delivery suspended, be returned entirely or refunded by the Participant.
5. Miles Returns – Smiles may
exceptionally return miles to the Participant when it finds irregularities or
when requested by the Partner, for reasons such as human or system error,
depending on the analysis and findings by Smiles in each specific case.
6. CARD CATEGORIES
6.1. Accrued Smiles
miles may be used to redeem awards and to reach special Smiles Card categories
that provide Smiles Participants with exclusive benefits that may be extended
to companions in the event of previously publicized promotions. Information
about the current special categories, the terms and conditions for achieving
and maintaining them, as well as promotions and benefits, can be found at www.smiles.com.br.
7. REDEEMING SMILES MILES
7.1. Accrued Smiles
miles may be exchanged for the following Smiles Awards: airline
tickets (“Award Airline Tickets”) and/or
smiles shopping products (“Smiles Shopping Awards”) according to these
Terms and Conditions and other stipulations provided in the www.smiles.com.br website.
7.1.1. Award Airline Tickets: are GOL,
VRG and other Partner Airline tickets available for issuance using Smiles
7.1.2. Smiles Shopping Award: products
and services provided by non-airline Partners through Smiles Shopping for acquisition with Smiles miles.
Shopping” is a network of Smiles partners formed to encourage commercial
loyalty by its consumers, through which the Smiles miles can be redeemed for
products. Participants can learn about Smiles Shopping partners and rules in full detail at
7.2 Any information, complaints and/or questions
pertaining to the Smiles Shopping Awards such as delivery, quality, defect or
exchange shall be addressed to the respective partner, whether or not an airline. Smiles offers support and guidance to Smiles
Participants, at any time, through the several customer service channels
available on www.smiles.com.br.
7.3. Fare Rules and Charges – Charges may incur when miles are redeemed or
transferred, tickets are issued or awards are received, among other occasions, as
specified by Smiles or its Partners, or other charges may apply, always
upon previous notice by Smiles and by Partners, whether or not airlines. It is
the Smiles Participants’ responsibility to read the fare rules and the air
transportation contract presented to them when the airline ticket is issued or
made available to them on the website of the issuing airline.
8. GENERAL CONDITIONS
8.1. Irregularities – Smiles
Access Information, the accrued Smiles miles and Smiles Awards are the property
of the Smiles Program. Should any irregularity be
found regarding the miles or these Terms and Conditions, Smiles may suspend or cancel the Smiles Account and exclude the
offending Participant from the Smiles Program, temporarily or permanently, as
well the cancelling the offending Participant’s miles and/or Smiles Awards or
suspending his Access Information temporarily or indefinitely.
8.2. Program Changes and Management – Smiles may alter these Terms and Conditions at any
time, through prior notice to the Participant and publication of the revised Terms
and Conditions on the www.smiles.com.br website. Smiles Participants may,
at any time, cancel their participation in the Smiles Program through an
express request to Smiles. The
Smiles Program is managed independently and at Smiles’ exclusive criteria. The Program may - at any time and at Smiles’ sole criteria - be suspended, extinguished or
modified, save the miles liabilities thereto existing, and the program’s management
may be changed upon prior notice to Participants and to Partners, whether or
8.3. Partner Awards – The
products and/or services provided by Smiles Partners are their exclusive
Smiles Participant should be aware of the terms and conditions as provided by
each Smiles Partner, upon redeeming Smiles Awards. Smiles may, without consent, include, exclude or change Smiles
Partners participating in the Smiles Program.
8.4. Omissions and Novation – Cases not covered by these Terms and Conditions
shall be dealt with directly by the Smiles Participant and the Smiles Program administration. Any
tolerance as to breach or omission in the performance of the Participants’ duties
by Smiles does not constitute
waiver, inefficacy or novation to rights and duties, nor will it prevent Smiles, albeit belatedly, from
requiring said fulfillment. Any exceptions must be provided in writing and
signed by the Smiles legal
8.5. Chance Events or Force Majeure – Smiles shall not be deemed in default or in breach of any
of its obligations under these Terms and Conditions if the reason for non-compliance
stems from a case of unforeseeable circumstances or force majeure as
established in the Brazilian Civil Code (Law # 10,406/2002).
8.6. Provision Independence – All of the terms, conditions and provisions set
forth herein are independent, given that, in the event of any of its terms,
conditions or provisions are deemed by competent court or arbitrator,
unenforceable or illegal, in whole or in part, for any reason, the validity and
enforceability of the remaining terms, conditions and provisions or parts
thereof shall not be affected.
8.7. Governing Law – These
Terms and Conditions are regulated and interpreted under the laws of the
Brazilian Federal Republic.
RULES FOR AWARD AIRLINE TICKETS
The rules hereinafter apply
to Award Airline Tickets for use on GOL and Partner Airline flights:
1. Award Airline Tickets
are offered as follows:
Any Day: Airline ticket issued with miles for GOL flights, without seat
restrictions so long as there is availability on board; may be used for a
single segment or round trip, not considering stopovers or connections;
1.2. Reduced Miles: Airline tickets issued
with fewer miles for GOL flights; may be used for either one way or round trip
segments, not considering stopovers or connections;
& Money: Airline tickets issued with miles and money for
GOL flights; may be used for one way or round trip segments, not considering
stopovers or connections;
1.4. Smiles Ticket: Airline Ticket issued with
miles for GOL flights; may be used for one way or round trip segments, not
considering stopovers or connections; and for Partner Airlines, on one way
segments only, not considering stopovers or connections.
Participants are responsible for acquiring additional segments in the event of a
mandatory round trip purchase in which they can only acquire one of the
segments with miles. At the time of the reservation, Participants must check
for mandatory round trip purchase. Participants are responsible for all airport
and government fees specific to each country on their Award Ticket itinerary.
Award Airline Ticket issued shall remain valid to the exact date and time of
boarding. Dates, times and/or itineraries cannot be altered.
award amount, corresponding to each type of Award Airline Ticket issued on GOL
flights, will be available at the time of ticket purchase or can be seen on the
3.2. The award
amount, corresponding to the type of Award Airline Ticket on Partner Airlines
will be calculated as follows:
||South Africa, Angola, Algeria, Benin, Burkina Faso, Burundi, Cameroon, Chad, Congo, Ivory Coast, Djibouti, Egypt, Ethiopia, Gabon, Ghana, Guinea, Equatorial Guinea, Reunion Island, Canary Islands, Seychelles, Libya , Madagascar, Malawi, Mali, Morocco, Mauritius, Mauritania, Niger, Nigeria, Kenya, Central African Republic, Rwanda, Senegal, Sudan, Tanzania, Togo, Tunisia, Uganda and Zambia.
||Antigua and Barbuda, Barbados, Belize, Costa Rica, Guatemala, Honduras, Martinique, Nicaragua and Panama.
||Canada, USA and Mexico.
||Argentina, Brazil, Chile, Colombia, El Salvador, Ecuador, French Guiana, Peru, Suriname, Uruguay and Venezuela.
||Kazakhstan, China, Singapore, Philippines, India, Indonesia, Japan, Malaysia, Republic of Korea, Thailand, Taiwan and Vietnam.
||Dutch Antilles, Aruba, Bahamas, Bermuda, Cuba, Dominican Republic, Grenada, Guadeloupe, Haiti, St. Lucia Islands, Cayman Islands, Turks and Caicos, U.S. Virgin Islands, British Virgin Islands, Jamaica, Puerto Rico, Dominican Republic, Saint Kitts and Nevis and Trinidad and Tobago.
||Albania, Germany, Armenia, Austria, Belgium, Bulgaria, Croatia, Denmark, Scotland, Slovakia, Slovenia, Spain, Estonia, Finland, France, Great Britain, Greece, Holland, Hungary, England, Ireland, Italy, Latvia, Lithuania, Luxembourg , Macedonia, Malta, Norway, Poland, Portugal, Czech Republic, Romania, Russia, Serbia, Sweden, Switzerland and Ukraine.
||Australia, Pacific Islands, New Caledonia and French Polynesia.
||Saudi Arabia, Bahrain, Cyprus, UAE, Iran, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Syria and Turkey.
The table above refers to the miles necessary for issuing an Award Airline
Ticket on a Smiles Program Partner Airline Flight. Partner Airline flights can
be combined into a single ticket with GOL flights only. Should combining more
than one Partner Airline be necessary to complete the trip, tickets must be
issued separately, respecting the issuing rules specified in these Terms and
The number of miles indicated in the table above refer to awards of only one
segment (one outbound or return ticket). Should the trip involve 2 (two)
segments, the number of miles required to issue the ticket will be twice that
shown in the table above.
The destinations table above includes countries that are considered to be in the
award zones defined by the Smiles Program; however, there are no guarantees
that flights are available to any of these countries or that such flights will
be available in the future. However, the possibility of issuing a Smiles Ticket
for a Partner Airline flight to a given country in the desired period must be
checked at www.smiles.com.br.
issuing of Smiles Tickets on Partner Airlines involving different class
parameters (economy, business, first) will be allowed, and in this situation
the value charged in miles will be based on the most expensive class. When the
segment involves a connection in a zone that requires a greater number of miles
than the destination, the tickets must be issued separately for each segment.
Only 1 (one) intermediate stop between the origin and destination will be
allowed, that stop being within the destination zone. The trip must be
continued from the same city of the stop. Intermediate stops will not be
permitted in flights that are purely domestic (regardless of country) or when
the trip involves only European countries.
Smiles Tickets for trips that require connections can only be issued when the connection
points lie in the direct routes. Connections in the same city are not allowed,
even if through different airports, nor are reverse itinerary connections. Separate
airline tickets must be issued in these cases.
Airline Tickets can only be issued at the time they are requested, provided there
are seats available.
Embargo periods are temporary restrictions on the use of Award Airline Tickets.
Such periods may be specified, changed or suspended at GOL’s exclusive criteria
and/or that of Partner Airlines without previous notice.
Airline Tickets, when valid and not used, can be cancelled with restitution of
the valid Smiles Miles to the Participant’s account upon payment of a fee. The
refunded miles will return to the Account with their original expiration date. Should
a new Award Airline Ticket be requested by the Participant, said ticket will be
subject to the applicable fees at that time. Information on fees and payment
methods can be found on www.smiles.com.br.
7. When the
trip has a connection or layover and for some voluntary reason the Smiles
Ticket is not used in full, no changes or refund requests of any kind will be
AWARDS AND BENEFITS
Smiles Shopping is the
platform for redeeming Smiles products
and services and is accessible through www.smiles.com.br. The Smiles Shopping
platform allows Participants to choose to redeem their miles for products
and/or services such as electronic devices, books, gift cards, toys, appliances
and much more, from various partners.
In order to redeem miles,
Participants must log into the Smiles Portal using their Access Information. Participants
may choose the products and/or services they want to acquire with their miles, provided
they have enough miles.
Products will be delivered
to the address registered in the Participant’s Smiles Account in the time specified
at the end of the purchase process. In case of delay, damage, defect or any other
issue with the product received, the Participant must contact the supplying
Conditions for redeeming
miles may vary according to the Participant’s category and any applicable promotions,
which will be dully communicated to the benefiting Participant.
The VIP Lounge is an
exclusive space designed to offer Participants a relaxing environment while
they wait for their flight.
Access to the VIP Lounge is
only available to Participants in the Gold and Diamond Categories. Smiles and
Silver category Participants may purchase access to the VIP Lounge in the
Guarulhos and Galeão airports or at any airport where this benefit is offered.
Access to the VIP Lounge
may only be purchased directly at the VIP Lounge reception desk with a credit
card issued in Brazil and upon presenting a valid boarding pass.
Participants the opportunity to purchase a number of miles previously specified
by Smiles in order to complete the
balance needed for issuing an Award Airline Ticket or redeeming Smiles Shopping
The Sale of Miles product will only be available on the Smiles website, in the Participants
logged-in section, which can be accessed with the Participants’ Access
Information. The miles acquired through Sale
of Miles will have different expiration dates, according to the applicable
Cancelations and refunds
are not allowed for purchased miles.
Purchased miles will be
credited to the Participant’s account upon payment.
Smiles Card Categories
The Smiles Program has four
categories: Smiles, Silver, Gold and Diamond.
The Smiles category is the entry category for the Program. As the
Participant accrues Club miles (miles eligible for category upgrades) obtained by
flying on GOL/Varig or Partner Airlines, and by purchasing products or services
from non-airline Smiles Program Partners, he may move up a category.
1 (one) Club mile = 15 (fifteen) standard miles from non-airline Partners; and
1 (one) Club mile = 1 (one) standard mile from Partner Airlines.
Starting January 1, 2013,
the Smiles and Silver category miles
will be valid for 3 (three) years; the Gold
category miles will be valid for 4 (four) years; and the Diamond category miles will be valid
for 5 (five) years. Miles’ expiration is counted from the date when they are
credited in the Participant’s Smiles Account.
Starting January 1, 2012
the Smiles category includes Participants
who accrue up to 9,999 (nine thousand, nine hundred and ninety-nine) Club miles
in a period of 12 consecutive months; the Silver
category includes Participants who accrue between 10,000 (ten thousand) and
19,999 (nineteen thousand, nine hundred and ninety nine) miles in a period of
12 consecutive months; the Gold category
includes Participants who accrue between 20,000 (twenty thousand) and 34,999
(thirty four thousand, nine hundred and ninety nine) miles in a period of 12
consecutive months; and the Diamond
category includes Participants who accrue 35,000 (thirty five thousand) or more
miles in a period of 12 consecutive months.
The Smiles cards for the Silver, Gold and Diamond categories are
valid for the calendar year in which they are acquired and for an additional
period of 15 (fifteen) months.
Participants who do not
accrue the necessary number of Club miles to remain in their category, in the
12 (twelve) months prior to their special card expiring, will be reclassified
in the immediately lower category for another year; this rule does not apply to
the Smiles category, which is valid indefinitely. Participants who earn enough
Club Miles in the period mentioned to remain in their current category will
have their card renewed for 1 (one) additional year.
On Varig flights, Silver Card holders will have a 25%
(twenty five percent) bonus to the miles credited to their accounts; Gold Card holders will have a 50%
(fifty percent) mile bonus and Diamond
Card holders will have a 100% (one hundred percent) mile bonus.
Participants will receive a
5,000 (five thousand) mile bonus upon reaching the Silver category, a 7,500 (seven thousand five hundred) mile bonus
reaching the Gold category and a 10,000
(ten thousand) mile bonus upon reaching the Diamond category.