Delayed or lost baggage
Unforeseen circumstances may occur during baggage transportation, resulting in delayed delivery. In these situations, our team acts promptly to locate and return the baggage as quickly as possible.
Reporting delayed or lost baggage
If you haven't received your baggage upon arrival, go to GOL Baggage Services in the arrivals area and complete the Baggage Irregularity Report. You will receive the lost baggage reference number at the time of service or later via SMS. Please keep it handy so you can track your baggage.
Search deadlines
If your baggage is not located within 7 (seven) days for domestic flights or 21 (twenty-one) days for international flights (from the date of the Baggage Irregularity Report), our Compensation Center will contact you to proceed with the final compensation.
Track your luggage
Enter the lost item reference number and your first or last name. Review the personal and contact information you entered. If necessary, make changes in the "Edit" field, or if you need additional information, send a message in the "Contact your airline" field.
Damaged luggage or missing items

If you received your baggage damaged and/or notice any missing items, please contact a Baggage Service representative, preferably before leaving the arrivals area, to file a complaint.

It is important to remember that some damage, such as scratches, dents, missing zipper pullers, damaged locks, luggage logos, and support studs, are susceptible to wear and tear from baggage use and may occur without any fault during transportation or improper handling by GOL. In these cases, we are unable to repair or replace the baggage, as the damage does not compromise its usability.

Reporting delayed or lost baggage
If you are still at the airport
Go to GOL Baggage Services to report the damage and open a Baggage Irregularity Report. One of our employees will provide you with all the information you need to know about how to resolve the damage during your check-in at the airport.
If you have already left the airport
You have 7 (seven) days (from the date you receive your baggage) to file an Irregularity Report. To do so, you must present yourself to the GOL Baggage Service at the nearest airport with the damaged baggage and proof of baggage check.
Recording missing items
If you are still at the airport
If you notice an item missing from your baggage, go to GOL Baggage Services and file an Irregularity Report. One of our employees will provide you with all the information you need to know about how to resolve the issue during your airport check-in.
If you have already left the airport
If you notice items missing from your baggage only after you've left the airport, contact GOL Baggage Services within 7 (seven) days of receiving your bag.
Items such as money, documents, jewelry, electronic equipment, and fragile items must be transported as carry-on baggage. We are not responsible for any loss or damage to these items.
Recommendations

Here are some tips to help you prepare your luggage in the best possible way:

  • The identification tag you inserted at check-in can get lost during the journey to the aircraft. Therefore, personal identification can help locate it in case of loss. On the outside, place a personal identifier with your last name, phone number, and email address, and on the inside, place a business card or piece of paper with these same information;
     
  • Before checking your baggage, remove all tags from previous trips;
     
  • Personalize your baggage with ribbons, stickers, or any other accessories that can easily identify it at the baggage claim carousel and avoid mistakes;
     
  • Adjust the size of your baggage to your needs and make sure it is closed properly. Overly overloaded baggage is at risk of breaking;
     
  • Pack your valuables, fragile items, or essential items (keys, documents, jewelry, money, medications, prescriptions, etc.) in your carry-on baggage;
     
  • Make sure your items are suitable for transport in the cabin or in the hold;
     
  • Photograph your checked luggage before your trip.
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