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Traveling by plane can be easier than you imagine. To help you answer questions and plan your flight we have prepared this practical travel guide. Here you will find useful information ranging from before you buy your ticket to your arrival at your destination.

Select from the subjects below and get tips from GOL for your worry-free trip.

Handicapped

For a better traveling experience of our passengers with a physical, visual, hearing or mental disability, GOL seeks to remove all barriers that may hinder the service provided to people with special needs.
 

Visually impaired 

Visually impaired customers are introduced to the cabin chief upon boarding the plane. This is to ensure that that they receive assistance during the flight, if necessary, and receive the necessary safety instructions.  For greater independence of the customer GOL also provides a safety brochure in Braille.
 
After purchasing the ticket, the customer who requires special assistance must contact GOL over the Online Chat on the GOL website and provide his reservation (locator) code to request assistance at the airport and when boarding. If possible, we recommend also that the visually impaired person request a seat away from the circulation area in the airplane.

If necessary, it is possible to travel with a guide dog.  For further information, click here.
 

Hearing impaired 

Hearing impaired customers can also request special travel assistance from the GOL crew.  After purchasing the ticket, access the Online Chat via the GOL website and provide your reservation (locator) code. 
If necessary, it is also possible to travel with a hearing dog inside the pl​ane.  If you have any questions please contact GOL via the Online Chat on the GOL website or call the Hearing Impaired Customer Service at 0800 709 0466, 24 hours a day.​
 

Mentally impaired 

GOL provides exclusive attention to passengers with special needs due to a mental handicap, both during boarding and deplaning.  If you have such a need or are traveling with someone with a mental handicap, request special services from the GOL crew. 
 
After purchasing a ticket, access the Online Chat on our website and provide your reservation (locator) coded to request special assistance.  As soon as you arrive at the airport, please go to the GOL check-in counter and our attendants will be ready to help you.
 
If the customer is reliant on the care of others and cannot ensure his own well-being and safety, it is required that he have medical authorization to travel or travel in the company of a companion able to provide him with assistance.  Once the need for assistance is confirmed, GOL gives this companion an 100% discount on air fare. 
 
For more details check the contents in Companion and MEDIF Form.
 

Physically handicapped 

GOL provides wheelchairs for customers with physical disabilities or some other difficulty in getting around, so their trip is easier and more enjoyable.  If necessary you may request special assistance from our attendants.  After purchasing the ticket, just access the Online Chat via the GOL website and provide your reservation (locator) code. 
 
Wheelchairs and other locomotion support equipment with non-spillable batteries that are stationary and valve-regulated (VRLA), have the acid solution contained in a gel-cell or use AGM technology (confinement with electrolyte absorption by a glass mat), are allowed for transport.
 
Additionally, wheelchairs equipped with spillable batteries are acceptable under special conditions and restrictions. Ask the customer to please contact Customer Service for information on rules and restrictions.
 
As soon as you arrive at the airport, please go to the GOL check-in counter and our attendants will be ready to help you.  We also recommend that our customers with special needs reserve a seat in the first few rows in the aircraft and avoid circulation areas.
 
Both for permanent conditions (e.g. permanent injuries) and temporary conditions (e.g. full leg or post-op cast), it is necessary that the customer have a medical report and a completed MEDIF form.  For more information please click here.
 

Guide dogs or service dogs

GOL understands the limitations of some of its customers and tries to make travel as comfortable as possible for everyone. For this reason, customers with a hearing, visual or physical disability, who depend entirely on a guide dog, hearing dog or service dog trained to assist them, may bring the animal into the passenger cabin. 
 
The dog travels free of charge, but the customer must have identification for the dog, proof of training and that the animal is up-to-date on all vaccinations.
 
Please see below a list of all documents customers must present to board with a service dog, for both domestic and international flights.

 

Guidelines for boarding a guide dogs or service dogs
Domestic flights International flights
Identification card with: Identification card with:
  • Name of the person assisted and of the dog;
  • Name of the Training Center or private instructor;
  • CNPJ number of the Center or CPF number of the instructor;
  • Picture of the person assisted and of the dog.
  • Name of the person assisted and of the dog;
  • Name of the Training Center or private instructor;
  • CNPJ number of the Center or CPF number of the instructor;
  • Picture of the person assisted and of the dog.
Identification card with: Identification card with:
  • Name of the person assisted and of the dog;
  • Name of the Training Center or private instructor;
  • CNPJ number of the Center or ​CPF number of the instructor.
  • Name of the person assisted and the dog;
  • Name of the Training Center or individual instructor;
  • CNPJ number of the Center or CPF number of the instructor.
Up to date vaccination card with: International animal health certificate
  • Proof of the multiple vaccination*
  • Proof of the rabies vaccination*
  • Proof of deworming treatment*

*By an accredited veterinary​
  • Acquired from the International Farming Surveillance Office at the Ministry of Agriculture, Livestock and Supplies

If you have any questions on how to prepare the documentation for service dogs or regarding customers who depend exclusively on one of these animals, contact Online Customer Service on the GOL website.​​​​​​​​

Warning – flights operated by associated Airlines
Some types of wheel chairs are allowed to be carried in the flights operated by Delta.

Aimed at knowing about which types of those wheel chairs, it is just needed to call by telephone the passengers´ service of the Company: XPTO

Guidelines for boarding the guide dog, listener dog or assistant dog
Local flights International flights and those of associated Airlines
Identity Card showing: Identity Card showing:
- Names of the user and the dog; - Names of the user and the dog;
- Name of the Training Center or the autonomous instructor;
- Legal Entity Taxpayer Number-CNPJ of the Training Center or Individual Taxpayer Number-CPF of the Instructor;
- Photo of the user and the dog.
- Name of the Training Center or the autonomous instructor;
- Legal Entity Taxpayer Number-CNPJ of the Training Center or Individual Taxpayer Number-CPF of the Instructor;
- Photo of the user and the dog.
Identification Plaque showing: Identification Plaque showing:
- Names of the user and the dog
- Name of the Training Center or the autonomous instructor
- Legal Entity Taxpayer Number-CNPJ of the Training Center or Individual Taxpayer Number-CPF of the Instructor
- Names of the user and the dog
- Name of the Training Center or the autonomous instructor
- Legal Entity Taxpayer Number-CNPJ of the Training Center or Individual Taxpayer Number-CPF of the Instructor
Updated Vaccination Card showing: International Zoosanitary Certificate
- Proof of multiple vaccine*
- Proof of antirabic vacine*
- Proof of antihelminthic treatment*

*as inoculated by an accredited veterinarian
- as issued by the Station of International Agriculture and Livestock Surveillance of the Ministry of Agriculture, Livestock and Supplying


Warning – flights operated by associated Airlines
Attendants of disabled passengers will be allowed in flights operated by associated Airlines.

In order to buy an air ticket as per those conditions, the operation is only performed by the Passengers´ Service Center, but please keep in mind: you must have all of the necessary information and documents.

U.S.A. Site

Warning
Regarding Delta flights, the check-in is allowed just at the airport. Please go to the airport and look for the Delta counter.

Service for lost luggage
If, by any chance, the luggage were lost or damaged, it is necessary to get in touch with the Delta luggage service.

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