Compromisso GOL

Do you have any questions when cancelling, rescheduling or asking for a refund? You can count on GOL.

You can check below what you need to know to reschedule, cancel or require a ticket refund. In case you still have any questions, just contact us on one of our service channels.

 

Voluntary or involuntary change

It’s considered to be an original changed flight, flights which have their time changed (starting from 30 minutes on domestic flights or 1 hour on international flights) or cancelled performed unilaterally by GOL. (involuntary)

It’s considered to be an original not changed flight, flights which the passenger changes. (voluntary)


Flights Rescheduling

calendário

Domestic and international flights rescheduling
Original changed flight (involuntary)
Original not changed flight (voluntary)

Domestic flights

 

Original changed flight 
(Regardless of the flight date) 

Original not changed flight to fly from Mar-2020 to Dec 2021

Original not changed flight to fly from Jan-2022

Reschuling fee 

Free of charge 

Free of charge 

Charged 

Tariff difference 
New travel will be to the same origin and destination

Free of charge 

Charged
(According to tariff rule, if any)

Charged
(According to tariff rule, if any)

Re-routing 
New trip will not be to the same origin and destination

Allowed according to the tariff family
Tariff difference may occur

Allowed according to the tariff family
Tariff difference may occur

Allowed according to the tariff family
Tariff difference may occur 

Deadline for making the new travel

365 days from reservation creation date

365 days from reservation creation date

365 days from reservation creation date


 

International flights ASU | MCO | MIA | EZE | MVD | PUJ | SCL | VVI | LIM | COR | CUN | MDZ | PBM | ROS | UIO

 

Original changed flight 
(Regardless of the flight date)

Original not changed flight to fly until 31-Dec-2021

Original not changed flight to fly from Jan-2022

Reschuling fee

Free of charge 

Free of charge 

Charged 

Tariff difference 
New travel will be to the same origin and destination

Free of charge 

Charged 
(According to tariff rule, if any)

Charged
(According to tariff rule, if any)

Re-routing 
New trip will not be to the same origin and destination

Allowed according to the tariff family 
Tariff difference may occur

Allowed according to the tariff family 
Tariff difference may occur

Allowed according to the tariff family 
Tariff difference may occur

Deadline for making the new travel

365 days from reservation creation date

365 days from reservation creation date

365 days from reservation creation date


Domestic flights 

Original changed flight 
(Regardless of the flight date)
 
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Free of charge 
Re-routing 
New trip will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur
Deadline for the new travel 
365 days from reservation creation date
Original not changed flight to fly from Mar-2020 to Dec 2021
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)
Re-routing 
New travel will not be to the same origin and destination 
Allowed according to the tariff family
Tariff difference may occur
Deadline for the new travel 
365 days from reservation creation date
Original not changed flight to fly from Jan-2022
Rescheduling fee 
Charged 
Tariff difference 
New travel will be to the same origin and destination 
Charged
(According to tariff rule, if any)
Re-routing 
New travel will not be to the same origin and destination 
Allowed according to the tariff family
Tariff difference may occur
Deadline for the new travel 
365 days from reservation creation date

 

International flights ASU | MCO | MIA | EZE | MVD | PUJ | SCL | VVI | LIM | COR | CUN | MDZ | PBM | ROS | UIO

Original changed flight 
(Regardless of the flight date) 
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Free of charge 
Re-routing 
New trip will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur
Deadline for making the new travel
365 days from reservation creation date
Original not changed flight to fly until 31-Dec-2021
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)
Re-routing 
New trip will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur
Deadline for making the new travel
365 days from reservation creation date
Original not changed flight to fly from Jan-2022
Rescheduling fee 
Charged 
Tariff difference 
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)
Re-routing 
New trip will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur
Deadline for making the new travel
365 days from reservation creation date

Flight Cancellation

Cancelamento, crédito e reembolso

Cancellation with credit request of the amount
Original changed flight (involuntary)
Original not changed flight (voluntary)

Domestic flights

 

Original changed flight 
(Regardless of the flight date) 

Original not changed flight to fly from Mar-2020 to Dec 2021

Original not changed flight to fly from Jan-2022

Cancellation fee

Free of charge

Free of charge

Charged

Credit validity to use and fly

18 months from the request
Original flight from Mar-2020 to Dec-2021

18 months from the request

12 months from the purchase
12 months from the purchase 
Original flight from Jan-2022

 

GOL International Flights (All flights)

 

Original changed flight 
(Regardless of the flight date) 

Original not changed flight to fly from Mar-2020 to Dec 2021

Original not changed flight to fly from Jan-2022

GOL cancellation fee

Free of charge 

Free of charge 

Charged 

Credit validity to use and fly

18 months from the request
Original flight from Mar-2020 to Dec-2021

18 months from the request

12 months from the purchase
12 months from the purchase 
Original flight from Jan-2022

Domestic flights 

Original changed flight 
(Regardless of the flight date)
Cancellation fee 
Free of charge 

Credit validity to use and fly
18 months from the request
Original flight from Mar-2020 to Dec-2021

Credit validity to use and fly
12 months from the purchase
Original flight from Jan-2022

Original not changed flight to fly from Mar-2020 to Dec 2021
Cancellation fee 
Free of charge 
Credit validity to use and fly
18 months from the request
Original not changed flight to fly from Jan-2022
Cancellation fee 
Charged 
Credit validity to use and fly
12 months from the purchase


 

GOL International Flights (All flights)

Original changed flight 
(Regardless of the flight date)
GOL cancellation fee
Free of charge 

Credit validity to use and fly
18 months from the request
Original flight from Mar-2020 to Dec-2021

Credit validity to use and fly
12 months from the purchase
Original flight from Jan-2022

Original not changed flight to fly from Mar-2020 to Dec 2021
GOL cancellation fee
Free of charge 
Credit validity to use and fly
18 months from the request
Original not changed flight to fly from Jan-2022
GOL cancellation fee
Charged 
Credit validity to use and fly
12 months from the purchase

Cancelamento, crédito e reembolso

Cancellation with request for a refund of the amount
Original changed flight (involuntary)
Original not changed flight (voluntary)

Domestic and International GOL partners flights

 

Original changed flight 
(Regardless of the flight date) 

Original not changed flight to fly from Mar-2020 to Dec 2021

Original not changed flight to fly from Jan-2022

Cancellation fee

Free of charge 

Free of charge

Charged 

Penalty and refund 

No penalty
Refund of the full ticket price

Penalty according to the tariff rule, if any.

Penalty according to the tariff rule, if any.

Deadline for the refund

12 months from the original flight date from Mar-2020 to Dec-2021

12 months  
From the date of the flight 

7 Days 
From the request 

7 days from the request
Original flight from Jan-2022

Domestic and International GOL partners flights

Original changed flight 
(Regardless of the flight date)
Cancellation fee 
Free of charge 

Penalty and refund 
No penalty 
Refund of the full ticket price

Deadline for refund 
12 months from the original flight date from Mar-2020 to Dec-2021

Deadline for refund 
7 days from the request
Original flight from Jan-2022

Original not changed flight to fly from Mar-2020 to Dec 2021
Cancellation fee 
Free of charge
Penalty and refund 
Penalty according to the tariff rule, if any.
Deadline for refund 
12 Months
From the date of the flight
Original not changed flight to fly from Jan-2022
Cancellation fee 
Charged 
Penalty and refund 
Penalty according to the tariff rule, if any.
Deadline for refund 
7 Days
From the request

Check the rules for reservations issued outside Brazil:

Domestic flight rescheduling

GOL domestic flights and partner’s flights  Original changed flight 
(Regardless of the flight date) 
Original not changed flight to fly in 2020 Original flight not changed by GOL to fly from JAN-2021
Rescheduling fee  Free of charge Charged
Tariff difference
New travel will be to the same origin and destination
Free of charge
(for opened tickets)
Charged
(According to tariff rule, if any)
Charged
(According to tariff rule, if any)
Charged
(for locs in credit and that have migrated to EMD)
Re-routing Allowed according to the tariff family
Tariff difference may occur
Deadline for reissue / Deadline for use Until 31-Oct-2022, subject to availability (the trip must start and end by that date)

 

International flight rescheduling

GOL International flights BUE | CUN | MVD | PMB | PUJ | MIA | MCO Original changed flight 
(Regardless of the flight date) 
Original not changed flight to fly from Mar 2020 to Oct 2021 Original flight not changed by GOL to fly from 01-NOV-2021
Rescheduling fee  Free of charge Charged
Tariff difference
New travel will be to the same origin and destination
Free of charge
(for opened tickets)
Charged
(According to tariff rule, if any)
Charged
(According to tariff rule, if any)
Charged
(for locs in credit and that have migrated to EMD)
Re-routing

Allowed in the following cases:


Flights with origin/destination COR, ROS, MDZ can change to/from BUE without charging a tariff difference.

Allowed according to the tariff family
Tariff difference may occur
Allowed according to the tariff family
Tariff difference may occur
Deadline for reissue / Deadline for use Until 31-Oct-2022, subject to availability (the trip must start and end by that date). 330 days
From the date of request for rescheduling (subject to availability)

 


Check the rules for reservations issued outside Brazil:

Domestic flights 

Original changed flight 
(Regardless of the flight date)
 
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Free of charge (for opened tickets)
Tariff difference 
New travel will be to the same origin and destination
Charged (for locs in credit and that have migrated to EMD)
Re-routing 
Allowed according to the tariff family
Tariff difference may occur
Deadline for reissue / Deadline for use
Until 31-Oct-2022, subject to availability (the trip must start and end by that date).
Original not changed flight to fly in 2020
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)
Re-routing 
New travel will not be to the same origin and destination 
Allowed according to the tariff family
Tariff difference may occur
Deadline for reissue / Deadline for use
Until 31-Oct-2022, subject to availability (the trip must start and end by that date).
Original flight not changed by GOL to fly from JAN-2021
Rescheduling fee 
Charged 
Tariff difference 
New travel will be to the same origin and destination 
Charged
(According to tariff rule, if any)
Re-routing 
New travel will not be to the same origin and destination 
Allowed according to the tariff family
Tariff difference may occur
Deadline for reissue / Deadline for use
Until 31-Oct-2022, subject to availability (the trip must start and end by that date).

 

GOL International flights BUE | CUN | MVD | PMB | PUJ | MIA | MCO

Original changed flight 
(Regardless of the flight date) 
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Free of charge (for opened tickets)
Tariff difference 
New travel will be to the same origin and destination
Charged (for locs in credit and that have migrated to EMD)

Re-routing 
Allowed in the following cases:


Flights with origin/destination COR, ROS, MDZ can change to/from BUE without charging a tariff difference

Deadline for reissue / Deadline for use
Until 31-Oct-2022, subject to availability (the trip must start and end by that date).
Original not changed flight to fly from Mar 2020 to Oct 2021
Rescheduling fee 
Free of charge 
Tariff difference 
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)
Re-routing 
Allowed according to the tariff family
Tariff difference may occur
Deadline for reissue / Deadline for use
Until 31-Oct-2022, subject to availability (the trip must start and end by that date).
Original flight not changed by GOL to fly from 01-NOV-2021
Rescheduling fee 
Charged 
Tariff difference 
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)
Re-routing 
Allowed according to the tariff family
Tariff difference may occur
Deadline for reissue / Deadline for use
330 days
From the date of request for rescheduling (subject to availability)

Domestic flight credit requests

Domestic flight credit requests

GOL domestic flight, partner’s flights and international flights Original changed flight 
(Regardless of the flight date) 
Original not changed flight to fly in 2020 Original flight not changed by GOL to fly from JAN-2021
Cancellation fee before the flight  Free of charge Charged
No-show / Cancellation fee after the flight  Free of charge Charged
(According to tariff rule, if any)
Charged
(According to tariff rule, if any)
Credit validity for use and fly

Original flight in 2020

-

18 months from the request

18 months
From the request date
12 months 
From the purchase date

Original flight from JAN-2021

-

12 months from the purchase

 

International flights credit request

GOL domestic flight, partner’s flights and international flights Original changed flight 
(Regardless of the flight date)
Original not changed flight to fly from MAR-2020 TO OCT-2021 Original flight not changed by GOL to fly from 01-NOV-2021
Cancellation fee before the flight  Free of charge Charged
No-show / Cancellation fee after the flight  Free of charge Charged
(According to tariff rule, if any)
Charged
(According to tariff rule, if any)
Credit validity for use and fly

Original flight from MAR-2020 to OCT-2021

-

By 31OCT-2022
The trip must start and end by that date

By 31OCT2022, subject to availability

(the trip must start and end)

12 months from the purchase

Original flight from NOV-2021

-

12 months from the purchase

 


Domestic flight credit requests

Domestic flight credit requests

Original changed flight 
(Regardless of the flight date) 
 
Cancellation fee before the flight 
Free of charge 
No-show / Cancellation fee after the flight 
Free of charge
Credit validity for use and fly
Original flight in 2020
18 months from the request
Credit validity for use and fly 
Original flight from JAN-2021
12 months from the purchase
Original not changed flight to fly in 2020
Cancellation fee before the flight
Free of charge 
No-show / Cancellation fee after the flight 
Charged
(According to tariff rule, if any)
Credit validity for use and fly
18 months from the request date
Original flight not changed by GOL to fly from JAN-2021
Cancellation fee before the flight 
Charged 
No-show / Cancellation fee after the flight 
Charged
(According to tariff rule, if any)
Credit validity for use and fly
12 months from the purchase date

 

International flights credit request

Original changed flight 
(Regardless of the flight date) 
Cancellation fee before the flight
Free of charge 
No-show / Cancellation fee after the flight 
Free of charge
Credit validity for use and fly
Original flight from MAR-2020 to OCT-2021
By 31OCT2022 - The trip must start and end by that date

Credit validity for use and fly
Original flight from NOV-2021
12 months from the purchase

Original not changed flight to fly from Mar 2020 to Oct 2021
Cancellation fee before the flight
Free of charge 
No-show / Cancellation fee after the flight 
Charged
(According to tariff rule, if any)
Credit validity for use and fly
By 31OCT2022, subject to availability (the trip must start and end)
Original flight not changed by GOL to fly from 01-NOV-2021
Cancellation fee before the flight
Charged 
No-show / Cancellation fee after the flight 
Charged
(According to tariff rule, if any)
Credit validity for use and fly
12 months from the purchase

Domestic and international flight refund requests

Domestic and international flight refund requests

GOL domestic flight, partner’s flights and international flights Original changed flight 
(Regardless of the flight date) 
Original not changed flight to fly in 2020 Original flight not changed by GOL to fly from JAN-2021
Cancellation fee before the flight  Free of charge Charged
(According to tariff rule, if any)
No-show / Cancellation fee after the flight  Free of charge Charged
(According to tariff rule, if any)
Charged
(According to tariff rule, if any)
Refund fine No penalty 
Refund of the full ticket price
Penalty according to the tariff rule, if any.
Deadline for the refund 30 days
From the request

 

Observations:

  • Rules valid for tickets with flights between 03/20/2020 to 12/31/2021.
     
  • Customers with UIO, LIM, SCL, VVI and ASU origin/destination tickets will only be able to request refund.
     
  • Tickets that expired and had an extended period must be used, that is, all the flights flown, until 11/31/2022. After this deadline, it will not be possible to perform any type of action on the ticket.

Domestic and international flight refund requests

GOL domestic flight, partner’s flights and international flights

Original changed flight 
(Regardless of the flight date) 
 
Cancellation fee before the flight 
Free of charge 
No-show / Cancellation fee after the flight
Free of charge
Refund fine
No penalty 
Refund of the full ticket price
Deadline for the refund
30 days
From the request
Original not changed flight to fly in 2020
Cancellation fee before the flight 
Charged
(According to tariff rule, if any)
No-show / Cancellation fee after the flight
Charged
(According to tariff rule, if any)
Refund fine
Penalty according to the tariff rule, if any.
Deadline for the refund
30 days
From the request
Original flight not changed by GOL to fly from JAN-2021
Cancellation fee before the flight 
Charged
(According to tariff rule, if any)
No-show / Cancellation fee after the flight
Charged
(According to tariff rule, if any)
Refund fine
Penalty according to the tariff rule, if any.
Deadline for the refund
30 days
From the request

 

Observations:

  • Rules valid for tickets with flights between 03/20/2020 to 12/31/2021.
     
  • Customers with UIO, LIM, SCL, VVI and ASU origin/destination tickets will only be able to request refund.
     
  • Tickets that expired and had an extended period must be used, that is, all the flights flown, until 11/31/2022. After this deadline, it will not be possible to perform any type of action on the ticket.

Tickets rescheduling flexibilization in case of passengers with COVID-19.

In case of the passenger having symptoms or diagnosed with COVID-19, it is allowed to change the ticket without any additional costs or fares, at the customer service, upon presentation of a laboratory test or medical certificate proving the symptoms. The rescheduling will respect the validity of the ticket and it will be carried out subject to availability of seats. However, if the client opts for the ticket cancellation, it is possible to keep the amount in credit for future purchases with exempt from the cancellation fee or if the passenger wants the refund, the passenger is subjected to the application of any fees or fines, according to the tariff rule.

 

Changes can be made before or after the date of the booked flight, however, for changes made after the flight, where there is no-show for boarding, the no-show fine is not charged, but if any difference in the price of the new flight fare will be charged normally. The new travel date must be within 10 days of the positive diagnosis or onset of symptoms. If the boarding deadline is less than 10 days from the diagnosis, the rescheduling can only be done after the presentation of the negative RT-PCR test result (nose and throat) within 72 hours before the date of your new boarding.

 

Pharmacy exams (fast antigen) are accepted, as long as they contain the identification of the client (full name and CPF) and the technician responsible for the analysis. Important: this procedure only applies to flights operated by GOL and VoePass (Passaredo).

 

For flights operated by the other partners, it is possible to reschedule without additional costs or fees (for a new GOL flight), cancel with credit and, exceptionally, refund without the application of fees or fines.

 

If the flight is operated by GOL, but the ticket was purchased through other airlines, it will be necessary to check the conditions directly with the issuer.
 


If your ticket was purchased through a travel agency, please contact your travel agent.

 

*Smiles tickets cannot be rescheduled, only cancelled. To request it, please contact Smiles.

 


Flight’s refund and GOL credit

The rules for refund have changed. With the advance of the coronavirus pandemic, new specific legislations and emergency measures for Brazilian civil Aviation were created. The clients with flight between the days 03/19/20 and 12/31/21, which opt for cancelling their reservations and other services (if any) and request the refund of this amount, will receive the whole value according to the inflation correction in up to 12 months, in the credit card used in the purchase or with credit in the account. For flights after 01-Jan-22 the refund will happen normally in up to 07 days from the request.

If your refund has been converted into GOL Credit, check out the steps below to redeem it:

  • 1

    sua conta

    Visit the GOL website and log in to your account.

  • 2

    Crédito e Reembolso

    Click on the menu with the passenger’s name, and right after, on “Credit and Refund”.

  • 3

    Crédito GOL

    On the next screen it will be possible to check your GOL Credit balance.

  • 4

    trecho desejado

    Go through the purchase process normally, choosing the selected journey.

  • 5

    Ir para pagamento

    After selecting your flight, click on “go to payment”.

  • 6

    Crédito GOL

    When purchasing, select the option “GOL Credit”.


  • Cancellations

    Cancellation or delay due to the closing of borders

    If your flight has been delayed or canceled due to the closing of borders, the provision of assistance such as food, accommodation and transfer, facilities provided for in ANAC Resolution 400 will not be contemplated. In this case, GOL will help the Ministry of Foreign Affairs to locate and bring Brazilians abroad.

  • Save time

    Save yourself some time

    Our Customer Service Center (0300 115 2121) has a very long wait.

    We are prioritizing the service of Customers with flights scheduled for the next 72 hours, but rest assured, everyone will be attended to.

  • Anonymous purchase

    Anonymous purchase

    If you made your purchase through Anonymous Purchase (without login) and wish to cancel your ticket with a credit request, contact our Customer Service Center (0300 115 2121).

All rules adopted by the Company are in accordance with the provisions of the Conduct Adjustment Term (Termo de Ajustamento de Conduta – TAC) signed on 03/20/20, by the Ministry of Justice and Public Security (MJSP), Federal Public Ministry (MPF) and Public Ministry of the Federal District and Territories (MPDFT), with the Brazilian Association of Airlines (ABEAR).