Do you have questions about traveling?

Select a theme and see the FAQ about GOL.

Select:

What should I know about traveling with my pet?

Pets

To bring your pet along when you travel with GOL, it’s important to know a few rules. For example, GOL only accepts four animals per flight (with the exception of young, small animals from the same litter belonging to the same passenger). In the case of animals not allowed in GOL flights, please contact Gollog to find out what original documents you will need. Guide dogs accompanying individuals that are visually or hearing impaired may travel in the airplane cabin. For more information on transporting pet dogs and cats, click here.

What items should I take in my carry-on baggage?

Baggage

Cash, documents and fragile or valuable items, such as electronic equipment and accessories (cell phones, cameras, laptops, palm pilots, tablets, camcorders, etc.), medication, keys and other similar items. Don't forget that carry-on baggage can weigh up to 10 kg (22 lbs) and it must be no larger than the following dimensions: 25 x 35 x 55 cm (13 x 9 x 21 in) (width x length x height)..

What items are not allowed on the flight?

Baggage

GOL does not transport the following items as carry-on or checked baggage:

- Lighters and their fuels

- Batteries with electrolytes

- Fireworks, explosives and flares

- Fake weapons

- Igniters

- Tear gas

- Camping stoves, diving tanks and other gas cylinders;

- Paint, varnish and lacquers

- Toxic, infectious or radioactive materials

- Chemical products like fertilizers, herbicides, pesticides and insecticides

- Bleach, chlorine and powdered detergent

- Flammable liquids like gasoline, diluents, solvents and acetone

- Mercury thermometers and barometers

For more information about baggage, weight limits and restricted items, please click here.

May I carry alcoholic beverages in my baggage?

Baggage

Yes, as long as you are over 18 years of age and abide by a few rules.

Each person is allowed a total of up to 5 liters (169 fl. oz.) of alcoholic beverages, as long as each bottle is no larger than 1 liter (34 fl. oz.). This quantity may be distributed across both carry-on and checked baggage, as long as it remains within the limit of 5 liters (169 fl. oz.). Beverages must be industrialized, stored in an appropriately leak-proof container, and sealed by the supplier. Containers with a broken seal or whose alcohol by volume (ABV) is higher than 70% (140 proof) will not be allowed on the aircraft.

Beverage cases are subject to the same rules described above. Cases will only be checked with the passenger's knowledge and authorization. This means that the passenger will exempt GOL from any responsibility for damages that may occur to the package or its contents.

If you choose to check any such cases, remember that they will count as part of your checked baggage.

Can sports equipment be transported as baggage?

Baggage

Bicycles, surfboards, skis, snowboards, bow and arrows, kitesurfing equipment, scooters and wakeboarding equipment are usually transported as checked baggage. They will be weighed and included in the passenger's baggage allowance. Hang gliders, kayaks and windsurfing boards must be transported via Gollog.

For more information, please click here.

How can I purchase GOL tickets?

Ticket purchases, cancellations and no-shows

You can purchase tickets via www.voegol.com.br/en, the Sales Center, by calling 0300 115 2121, or at GOL stores. A R$ 40 or 10% service charge will be added to tickets purchased via the Sales Center or GOL stores. Click here to find the store nearest you.

How do I know that my purchase has been completed successfully?

Ticket purchases, cancellations and no-shows

When you purchase tickets on the GOL website, you will receive confirmation for the tickets purchased at the end of the transaction. We will also send a confirmation e-mail to the e-mail address registered during the purchase. When making purchases via the Sales Center, you will receive a reservation (locator) code and a confirmation e-mail. If you choose to purchase your ticket at a GOL store, you will receive a transaction statement, which will serve as your receipt. If needed, you may manage your reservation on your account on the GOL website.

During the online purchase process, there was an error or the Internet connection dropped. What should I do?

Ticket purchases, cancellations and no-shows

If there was an error on the website or the Internet connection was dropped after your method of payment was selected, please contact GOL Online Customer Service to check if your reservation was confirmed.

I need to travel with my folding crib. What should I do?

Baggage

If you are traveling with lap children, you may bring a folding crib. However, the crib must be well packed and checked as baggage.

How can I reissue my paper ticket?

Ticket purchases, cancellations and no-shows

A reissued ticket can be requested up to 40 days after it was issued, at any airport where GOL operates. But please note: the reissued ticket can only be issued to the passenger, who must present an original photo ID.

After purchasing a ticket, can I change the name of the passenger?

Ticket purchases, cancellations and no-shows

No. The ticket is personal and non-transferable and may only be used by the passenger whose name is on it.

Can I purchase a ticket for someone else?

Ticket purchases, cancellations and no-shows

Yes, you can purchase tickets for other people. To do so, you must provide the passenger's first and last name and the number of an identification document belonging to him/her. If you prefer, you can also provide the passenger's email address so that the passenger receives confirmation of the ticket purchase.

How can I reserve or change my seat?

Ticket purchases, cancellations and no-shows

GOL customers have five options for reserving seats:

1. When purchasing the ticket or checking in on the website, www.voegol.com.br/en.

2. By calling the Sales Center at 0300 115 2121

3. When checking in on your cell phone

4. When checking in using a self-service kiosks at the airport

5. When checking in at the GOL customer service counter at the airport

If you want to change a seat that has already been selected, go to www.voegol.com.br/en and access the Your Flight option on the navigation bar to manage your reservation. You can also use the GOL Online Customer Service channel.

How can I change my flight or boarding date?

Ticket purchases, cancellations and no-shows

You can change and manage your reservations at www.voegol.com.br/en by accessing the Your Flight option on the navigation bar. But please note: administrative fees or fines may be charged for any changes, depending on the fare type. If you prefer, you can change your ticket via the GOL Customer Service Center at 0300 115 2121. In this case, a service fee will be charged. Do you need more information? Then click here.

I won't be able to fly. What should I do?

Ticket purchases, cancellations and no-shows

You can cancel and change your reservations at www.voegol.com.br/en by accessing the Your Flight option on the navigation bar. But please note: administrative fees or fines may be charged depending on the type of fare selected. Request a refund or convert the amount you've paid for the flight to credit you can use to re-book in the future. A cancellation does not imply an automatic refund of the amount; you will have to request the refund. Do you need more information? Then click here.

For tickets purchased 7 (seven) or more days before the boarding date, passengers may cancel a purchased ticket, at no cost, as long as they do so within 24 hours of receiving their purchase confirmation. In all other cases, passengers may request to cancel their flight reservation and receive credit or a refund. Fees may apply depending on the fare rule

What do I do if I don’t show for my flight (no-show)?

Ticket purchases, cancellations and no-shows

If you don't make your flight, contact our GOL Customer Service Center at 0300 115 2121 (domestic call charges may apply). You can request to re-book your flight (subject to fare difference).

Is there a time limit to request to cancel or change my flight?

Ticket purchases, cancellations and no-shows

Yes. You may cancel or change your flight on our website up to 1 hour and 30 minutes prior to the flight. At the Sales Center and airports, cancellations and changes may be made up to 40 minutes prior to the flight. After this period, passengers will be considered "no shows."

Will I have to pay more for tickets purchased via the Sales Center?

Ticket purchases, cancellations and no-shows

A R$ 40 or 10% service charge will be added to tickets purchased via the Sales Center or at GOL stores, depending on the cost of the fare. A R$ 40.00 service charge will be added to purchases of up to R$ 299.99. A 10% service charge will be added to purchases that exceed this amount.

I need to travel with children or infants. Do they get a fare discount?

Children and teenagers

Yes. Children between 2 and 11 years of age receive a discount of 25% or more on the selected fare. Infants younger than 2 years of age can fly for free on domestic flights. On international flights, they pay 10% of the adult fare. On both domestic and international flights, infants must travel on the lap of an adult over the age of 18.

Can I bring a stroller with me?

Baggage

If you are traveling with a lap child under two years of age, you may check a stroller and a child safety seat or baby carrier free of charge and they will not count toward the amount of baggage you are allowed to check. Only completely foldable strollers (like umbrella strollers) that can be accommodated in the overhead baggage compartment can be brought into the cabin. Larger models must be checked as baggage. If you prefer, you can use a larger stroller until you come to the door of the aircraft, at which time the stroller will be properly tagged and stored in the aircraft’s baggage compartment.

The items mentioned above will be charged as checked baggage for children two years of age and older.

I tried checking in a child under the age of 12 online, but was unable to do so. Why?

Children and teenagers

Online check-in is only available for children under the age of 12 if there is an adult traveling with the child under the same reservation.

If the child is traveling unaccompanied and there isn't an adult traveling under the same reservation, the child will have to check in at a GOL counter at the airport of departure so we can review all required documents. This same rule applies to infants (children up to 2 years of age), regardless of whether there is an adult traveling under the same reservation.

Children under the age of 12 also cannot be checked in online for international flights, regardless of whether they are accompanied by their parents.

Click here to find out what documents are required in such cases.

Are GOL aircraft equipped with changing tables?

Children and teenagers

Yes, all aircraft come equipped with changing tables. Just ask one of our flight attendants for more information.

I have an underage child who needs to travel alone. What should I do?

Children and teenagers

You need to have a few documents prepared for your child to travel with GOL. We do not allow children under the age of five to fly without a responsible adult. Children between the ages of 5 and 12 must have a passport or an original or notarized copy of their RG (ID) or an original or notarized copy of their birth certificate. They must also have a completed Child Travel Consent Form and a family court authorization.

For more information, please click here.

What documentation is required to board with an adopted minor?

Children and teenagers

For permanently adopted minors, the guardian must present a birth certificate with the appropriate changes regarding the adoption. For provisionally adopted minors, the guardian must present the valid Term of Provisional Adoption and a Birth Certificate.

I am going to travel with a child on a domestic flight. What should I do?

Children and teenagers

Lap children (children under the age of 2) travel free of charge, but must travel on the lap of a responsible adult over the age of 18. If you are flying with twins or triplets, each child must travel with a paying adult passenger. Newborn babies may only travel after they are one week old. “Children” refers to individuals that are at least 2 years old and at most 12 years old. Passengers over the age of 12 may travel unaccompanied without authorization from a parent or guardian.

In every case of traveling with minors, the parents or responsible adult of the minors must present an original or notarized copy of their RG card or an original or notarized copy of a birth certificate or a valid Brazilian passport (if a blue passport is used, supporting documentation will be requested for proof of the responsible adult’s kinship with the minor). A family court authorization is not necessary if the companion is over 18 years of age and provides documentation proving that he or she is a relative with kinship no more distant than the third degree (sibling, uncles/aunts, grandparents). If a child is traveling with another person who is not at least a third-degree relative, their birth certificate (an original or notarized copy) or an original photo ID valid throughout Brazil (such as an RG card or passport) must be presented, in addition to written authorization from the child’s father, mother or legal guardian, along with the child's original documents.

To validate the signature of the written authorization, an original document belonging to the child's mother, father or legal guardian must be presented. If this document is not presented, the minor will only be able to board if their parent or legal guardian is present at check-in.

I am going to travel with a child on an international flight. What should I do?

Children and teenagers

The fare for infants under 2 years of age traveling on international flights is 10% of the adult fare. However, the baby must travel on the lap of an adult over the age of 18. Newborn babies may only travel after they are one week old. In the case of twins or triplets, there will need to be a different adult traveling with each child. "Children" refers to individuals that are older than 2 and younger than 12 years of age.

Passengers under the age of 18 must present an original RG card, if accepted by the country of destination, or a valid Brazilian passport (if a blue passport is used, supporting documentation will be requested for proof of kinship of the responsible adult traveling with them). Birth certificates are not accepted as travel documents for international flight. When the child is accompanied by only one parent, the other parent must provide authorization in the form of two original documents with notarized signatures. If the responsible adult traveling with the minor is a direct relative or not related to the minor, he or she must present a family court authorization signed with a notarized signature.

What should I do in case one of the minor’s parents is deceased?

Children and teenagers

An original death certificate of the deceased parent must be provided if the child is traveling with only one parent. If the original document is unavailable, a family court authorization must be requested, as a copy of the death certificate will not be accepted.

I am an elderly person and will need help boarding and deplaning. What should I do?

Expectant mothers, senior citizens and obese passengers

After purchasing your ticket, contact GOL Online Customer Service and provide your reservation (locator) code to request assistance from airport staff. That way, our attendant will help you with the boarding and deplaning processes.

Does GOL offer any assistance to obese passengers?

Expectant mothers, senior citizens and obese passengers

Yes. If an obese passenger requires a single seat, he may request a seatbelt extender by calling the Sales Center at 0300 115 2121 in advance. If the obese passenger requires two seats, this can also be requested through the Sales Center. The passenger will be charged for both seats and will not be entitled to additional baggage allowance, but will pay just one boarding fee. These passengers will also be provided with seatbelt extenders. The dimensions of the seats are as follows: 40 cm by 40 cm (15.7 inches by 15.7 inches) with a backrest that is 75 cm (29.5 inches) high.

I am pregnant. What should I do to travel with GOL?

Expectant mothers, senior citizens and obese passengers

Request priority check-in at the GOL service counter at the airport.

The information in this paragraph applies to women pregnant with a single child. Until their 27th week of pregnancy (sixth month), expectant mothers may travel without any additional documentation. From the 28th to the 36th week of pregnancy (seventh and eighth months), expectant mothers must fill out a Declaration of Responsibility (to be submitted during check-in at the airport of origin). From the 36th to the 37th week of pregnancy, expectant mothers must provide a medical authorization to fly. As of the 38th week of pregnancy, expectant mothers must fill out a Declaration of Responsibility and will only be allowed to board if accompanied by an obstetrician.

Expectant mothers pregnant with twins may travel up to their 25th week of pregnancy without additional documentation. From the 26th to the 31st week of pregnancy, expectant mothers pregnant with twins must fill out a Declaration of Responsibility (to be submitted at check-in). From the 32nd to the 37th week of pregnancy, expectant mothers pregnant with twins must provide a medical authorization to fly. As of the 38th week of pregnancy, expectant mothers pregnant with twins may only board in situations of extreme necessity and must fill out a Declaration of Responsibility form and be accompanied by an obstetrician.

When submitting a medical authorization, remember that it must be issued no more than a week before the flight and the week of pregnancy considered must be that of the boarding date and not the date on which the ticket was purchased. Even with a medical authorization, we do not recommend mothers fly seven days before their due date or seven days after giving birth. If a passenger has recently given birth by cesarean section, she will be required to submit a MEDIF form for evaluation, as she has recently undergone surgery.

For more information regarding expectant mothers, please click here.

How do I travel with a television set?

Baggage

You may check LCD, plasma and LED television sets no larger than 62 inches that weigh no more than 45 kg (99 lbs). Larger television sets must be transported via Gollog, tagged with an LR (Limited Release) label signed by the client and packed appropriately. If it weighs more than the 23 kg (50.5 lbs), excess baggage fees will apply. Sets weighing over the 70 kg (154 lbs) will not be accepted as checked baggage on GOL flights. Cathode ray tube TVs are not accepted.

What is the Voe Fácil Card?

Payments and refunds

The Voe Fácil card is a rewards card that can be used to purchase GOL tickets. With it, you can pay for your tickets in as many as 36 installments with interest.

Do I have to pay something to get the Voe Fácil Card? Does the card have an annual fee?

Payments and refunds

No, you just have to sign up on the GOL website (www.voegol.com.br/en). The card doesn't have an annual fee or any other fees.

Can I use the Voe Fácil Card as a credit card?

Payments and refunds

No, the card was created exclusively for purchasing GOL airlines tickets.

What payment methods are accepted for purchasing GOL tickets?

Payments and refunds

GOL offers several payment methods for you to purchase your ticket. Online, you can pay with the Voe Fácil card, Smiles credit card, GOL Business card or with the credit card you already use. GOL accepts all major credit cards. If the purchase is made at a GOL store or at airports, you can pay in cash in the local currency. And through the Sales Center, at 0300 115 2121, you can purchase tickets using a credit card, a Smiles credit card, a Voe Fácil card or a GOL Corporate card. Click here to find out more.

In how many installments can I pay for my ticket using the Voe Fácil card?

Payments and refunds

You can pay in up to 36 installments, at 5.99% monthly interest.

After selecting the number of installments, can I change them?

Payments and refunds

No. After the purchase has been made, the number of installments cannot be changed.

Can I pay my installments ahead of time?

Payments and refunds

If the payment was made using a credit card, you will have to contact your credit card company. If the purchase was made using the Voe Fácil card, please call us at 0300 789 7141.

I cancelled my reservation, but my credit card is still being charged. What should I do?

Payments and refunds

After a cancellation and request for refund, GOL has up to 30 days to refund the amount to the credit card operator, minus any fees. Once your credit card operator receives the amount, it will update your statement. Some credit card operators may continue including the amount in the statements for the card and charging for the installments, while others will stop charging as soon as they are notified by GOL. If you have any questions, please contact your credit card operator.

I need to change or reschedule my flight, but the ticket was purchased with the Voe Fácil Card. What should I do?

Payments and refunds

Changes can be made through the Voe Fácil Sales Center (at 0300 789 7141), at airports, on the GOL website (www.voegol.com.br/en) and also at the Voe Fácil Store in São Paulo. Cancellations may be made online or through the Customer Service Center. The applicable fees may vary according to the fare type of the canceled reservation.

What should I know about traveling with musical instruments?

Baggage

Passengers are allowed to carry musical instruments inside the aircraft cabin, provided the instruments comply with the weight and size restrictions for carry-on baggage. Otherwise, the musical instrument will be transported as checked baggage. GOL will not be liable for any damages caused to musical instruments during the flight.

How can I request credit or a refund for a changed or cancelled ticket?

Payments and refunds

You will have to go to the GOL website (www.voegol.com.br/en) and access the Your Flight option on the main navigation bar. Administrative fees or fines may be charged, depending on the type of fare selected. After the refund request has been made and approved, GOL has up to 30 days to refund the customer. If the purchase was made with a credit card, the closing date of the statement will also be considered.

You may also request credit or a refund via the GOL Customer Service Center at 0300 115 2121.

If you are not registered on the website and wish to manage your flight using the reservation (locator) code, you will not be able to receive credit from GOL. In such a case, your only option is to receive a refund.

For more information on cancelling or changing your flight online, please click here. For more information on fees, tariffs and credit, please click here.

I need to cancel the ticket I bought with my Voe Fácil card. What should I do?

Payments and refunds

If you're cancelling the ticket more than 24 hours before the flight, contact the Voe Fácil Customer Service Center at 0300 789 7141 to make the request. Cancellations made within 24 hours of the flight, as well as no-shows, are subject to fees and fines. Passengers who make cancellations within 24 hours of their flight, will be charged a R$ 50.00 fee plus an administrative fee of 10% to 30% of the total amount paid, depending on the fare class. The remaining amount will be refunded in the form of credit on the bank payment slip for the next installments. No-show passengers will be charged a R$ 90.00 fee plus an administrative fee of 10 to 30% on the installments paid, depending on the fare class. The remaining amount paid will be refunded in the form of credit on the bank payment slip for the next installments.

How is the refund on the Voe Fácil card processed?

Payments and refunds

Passengers will be charged an administrative fee of 10 to 20% on the amount paid, depending on the fare class. The remaining amount paid will be refunded in the form of credit for the bank payment slip for the next installments. If the refund is for a cancellation made within 24 hours of the flight or for a no-show, the administrative fee will vary from 10% to 30%. Furthermore, there will be a fine based on the type of cancellation.

I requested a refund for a flight, but I paid for my ticket with a credit card. How will my payment be refunded?

Payments and refunds

After the refund request has been made and approved, GOL has up to 30 days to refund the customer. The credit card statement closing date will also be considered. Check the amount that will be refunded and sent to the credit card operator, because administrative fees will be deducted from that amount. For more information, please click here.

I requested credit for a ticket. How long do I have before my credit expires?

Payments and refunds

You have up to one year from the date the reservation was made to use your credit or request a refund. For example, if you purchased a ticket on January 1, 2016 and then canceled your trip, you will have until January 1, 2017, 12 months after the purchase, to use the credit, regardless of the date on which you cancelled the reservation. Administrative fees may be charged. Do you need more information? Then click here.

I have an outstanding reservation. How long do I have to issue my ticket?

Payments and refunds

Outstanding reservations may be requested only through our Sales Center, by calling 0300 115 2121. Payments must be made within 72 hours of the reservation, depending on the date of the flight.

What is the best day for me to makes a purchase with my Voe Fácil card?

Payments and refunds

When registering for the card, cardholders may choose one of three billing dates: the 10^th, 20^th or 30^th of each month. Based on this choice, consider which days it's best to use your card.

- For cards whose billing date is the 10^th, the best day use the card is on the 1^st.

- For cards whose billing date is the 20^th, the best day use the card is on the 11^th.

- For cards whose billing date is the 30^th, the best day use the card is on the 21^st.

How do I get my invoice (nota fiscal)?

Payments and refunds

GOL does not issue invoices (nota fiscal) to its passengers due to a decision made by the Federal Supreme Court (Federal Supreme Court on the Direct Action of Unconstitutionality - ADIN No. 1.600-8). The boarding pass and the purchase receipt are enough to document the purchase.

I need to accompany a passenger with special needs on a flight. Can I receive a discount on my fare?

Individuals with disabilities

Yes. You only need show that the assistance you provide the passenger with special needs is indispensable. GOL offers companions a 80% discount on airfare, taking into consideration the fare chosen by the disabled passenger. For more information, please click here.

Is there a value limit for the amount of goods (jewelry, cash, etc.) I can legally bring into another country?

Baggage

Every traveler entering or leaving the country with over R$ 10,000.00 (ten thousand Reals) in cash, checks or traveler's checks, or an equivalent amount in foreign currency, should file an Electronic Declaration of Goods.

I use a wheelchair and need to take it with me on the flight. What should I do?

Individuals with disabilities

After purchasing your ticket, contact GOL Online Customer Service and provide your reservation (locator) code to request assistance from airport staff, who will help you with the boarding process. When at the airport, request priority check-in at the GOL service counter. Your wheelchair can be transported on the aircraft, provided it doesn't contain batteries with corrosive liquids. If you prefer, you may use the wheelchairs provided by GOL at the airport. Do you need more information? Click here.

I need to travel with a guide dog. What should I do?

Individuals with disabilities

Guide dogs can travel in the cabin to accompany special needs passengers who are completely dependent on them. Guide dogs travel free of charge, but the passenger must have identification for the dog, proof of training and the animal's vaccination documents. For more information, please click here.

I am visually impaired. What should I do to travel with GOL?

Individuals with disabilities

After purchasing your ticket, contact GOL Online Customer Service and provide your reservation (locator) code to request assistance during boarding and deplaning. At the airport, go to the GOL service counter and request priority check-in. For more information, please click here.

I am hearing impaired. What should I do to travel with GOL?

Individuals with disabilities

GOL has an exclusive channel for the hearing impaired, which can be contacted by calling 0800 709 0466. Customer service is available 24 hours a day and calls can be made from anywhere in Brazil through the special telephone system for the hearing impaired known as TS. At the airport, hearing impaired passengers will be assisted by GOL employees. For more information, please click here.

I have a different kind of disability that requires special attention. What should I do to travel with GOL?

Individuals with disabilities

Can passengers who require oxygen aboard the aircraft travel with GOL?

Health issues

Yes. GOL will provide the passenger with medical oxygen tanks that are specially developed for use during flights and approved by the National Aeronautical Authority. If you or someone travelling with you require this service, please reserve the ticket at least 72 hours before the flight through the Sales Center (0300 115 2121) and provide them with a medical report and completed MEDIF form. For more information on the MEDIF form, please click here.

I need to use insulin during my flight, what should I do?

Health issues

Passengers may use insulin during the flight, provided it is packaged appropriately, according to the guidelines below:

- Needles and syringes may be transported in carry-on baggage, provided the medication is properly marked with a professionally printed label identifying the medication, the manufacturer's name or the name of the pharmaceutical company, and the passenger is carrying a prescription.

- Passengers should check with the medication's manufacturer or their physicians to find out the safest way to package insulin so that it doesn't freeze.

- GOL allows each passenger to carry up to 2.5 kg of packaged insulin.

I recently underwent surgery. May I board as usual?

Health issues

Passengers should not fly for at least 30 days after undergoing a high-risk surgery, such as those affecting the lungs or heart. If the surgery is not considered serious and the trip is necessary, the passenger will have to fill out and submit the MEDIF form for GOL's doctors to evaluate.

I’m allergic to certain foods. Does GOL offer customized meals?

Health issues

GOL does not provide customized onboard meals and will not be held responsible if a passenger on a restricted diet ingests excluded ingredients such as milk, eggs, meat, fish, carbohydrates or any other excluded ingredients.

I broke a bone and am wearing a cast. What should I do?

Health issues

If part of your body is in a cast, you will have to fill out and submit the MEDIF form to board the aircraft. The cast must have been placed at least 48 hours prior to departure. GOL may have difficulty accommodating passengers with full leg casts given that aircraft do not have enough room for passengers to elevate their legs.

My documents have been stolen and I need to travel. What should I do?

Flying with GOL

- Brazilians over the age of 18 on domestic flights:

In cases of theft, robbery or loss of identity documents in Brazil, passengers may travel by presenting an Incident Report ("Boletim de Ocorrência" or BO), as long as it has been issued within 60 days.

- Brazilians over 18 years of age on international flights:

In case of a lost passport or identity document, the tourist must file an Incident Report with the police in the country where he is located and present it to the Brazilian Consulate.
Should the individual need to fly on the day he lost his passport or ID document, he may request, free of charge, another document called an Authorization to Return to Brazil. To obtain this document, the passenger must file an Incident Report and present another identity document. In this case, the traveler must return directly to Brazil.
Tourists may also seek advice from the Ministry of Foreign Relations (Itamaraty).

- Brazilians under the age of 12 on domestic flights:

Children may not board with just the Incident Report. Children under the age of 12 who have made the outbound flight, but lost their documents while traveling, will have to present a family court authorization to return. Brazilians from 12 to 17 years of age may board with just an Incident Report (BO).

- Brazilian minors on international flights:

A valid passport or RG card issued by the Department of Public Safety can be used when traveling to MERCOSUL member countries. Other documents will not be accepted.

I’m a foreigner and I lost my boarding documents. What should I do?

Flying with GOL

Foreign passengers with only an Incident Report (Boletim de Ocorrência) for lost or stolen documents will not be permitted to board a flight. These individuals must bring an Incident Report to their country's consulate or embassy in order to request a "safe conduct" pass allowing them to return home.

How can I check-in online or on my cell phone?

Flying with GOL

Go to www.voegol.com.br and access the Check-in section. To check in using your cell phone, download the GOL app and follow the instructions provided.
Please keep in mind the check-in time limits for the online channels:
· Domestic flights – check-in is available from 2 days up to 45 minutes before departure.
· International flights – check-in is available from 2 days up to 1 hour and 15 minutes before departure.

For domestic and international flights, how many hours before the flight do I need to arrive at the airport?

Flying with GOL

For domestic flights, you must arrive at the GOL customer service counter at the airport at least 2 hours before your departure time. For international flights, you must arrive at least 3 hours before your departure time.

How do I check-in at the airport?

Flying with GOL

GOL customers can check-in at self-service kiosks or at the GOL customer service counter at the airport. In order to check in, passengers must have their reservation (locator) code and a valid identification document. If you have any questions, please ask a GOL employee for help.
Please keep in mind the check-in time limits at a kiosk or a check-in counter.
· Domestic flights – check-in is available from 2 days up to 40 minutes before departure.
· International flights – check-in is available from 2 days up to 1 hour before departure.

Which documents do I need to travel?

Flying with GOL

For domestic flights, an original or notarized copy of any of the documents listed below will be accepted:

- RG identification card with photo, issued by a State or Federal District Departments of Public Safety

- Brazilian passport

- Identification cards issued by ministries or branches that are under the authority of the office of President of the Republic, including the Army, Navy, Air Force and Ministry of Defense

- Brazilian Driver's License (original document with picture)*

- Professional ID cards issued by national councils (with photo), like CREA, OAB, CRM, etc.

- Brazilian Work Permit

- DNI (National Identity Document)

- Electronic Voter Registration (with legal name or social name)

- With regard to indigenous or forest dwelling peoples, if the passenger does not have any of the documents listed above, they may board with a Declaration of Identification issued by the National Indian Foundation (FUNAI) or any other identification document issued by FUNAI.

- CNH-e (Electronic Brazilian Driver's Licenses) are now accepted as a form of ID for boarding domestic segments. The information on the CNH-e must match the information on the boarding pass in order for it to be accepted as a valid ID. The document must be presented using the CNH Digital app on the passenger's cell phone.

Please note: screen captures or pictures of the CNH-e are cannot be used as a boarding ID.

For international flights, refer to the table below listing the documents accepted by each country:

- Argentina: RG identification card or passport

- Bolivia: RG identification card or passport

- Chile: RG identification card or passport

- Colombia: RG identification card or passport

- Panama: passport

- Paraguay: RG identification card or passport

- Dominican Republic: passport

- Uruguay: RG identification card or passport

For more information, please click here.

Can I use my mobile phone on the airplane? What about other electronic devices?

Flying with GOL

Yes, GOL passengers may use portable electronic devices throughout the entire flight, including takeoff and landing, provided they are set to airplane mode. Electronic devices without an airplane mode may also be used, provided their Wi-Fi and Bluetooth capabilities are disabled. Permitted electronic devices include tablets, e-readers, smartphones, music players and videogame devices. Phone calls may be made before takeoff and after landing. For safety reasons, during takeoff and landing, laptop computers and portable DVD players must be stowed in an overhead compartment or underneath a seat.

What should I do if my baggage is damaged or lost?

Baggage

If your baggage is tampered with, damaged, or presents any discrepancy, report it to a GOL employee before leaving the baggage claim area.

I have an international flight with a mandatory round-trip requirement. I will not be boarding the departure flight, but I'd like to keep my return flight. What should I do?

Ticket purchases, cancellations and no-shows

Passengers must contact the GOL Customer Service Center and request to cancel the departure flight while keeping the return flight. Boarding fees for your departure flight will be refunded and the fare for your departure flight may be refunded or turned into credit for a future flight, depending on the applicable fare rule of the purchased fare. Since the fare for the return flight was based on the condition that the passenger would depart and return with GOL or codeshare partners, the return flight will need to be changed to a fare that does not have this condition and the passenger will need to pay any applicable change fees and fare differences.

If the passenger fails to provide prior notification for the no-show, the segment that is not flown will be cancelled automatically along with all subsequent segments on the same reservation.

The above instructions also apply for award tickets involving Smiles Miles or VoeBiz Points. In such cases, customers must contact the VoeBiz or Smiles Customer Service Center

I have a domestic flight with a mandatory round-trip requirement. I will not be boarding the departure flight, but I'd like to keep my return flight. What should I do?

Ticket purchases, cancellations and no-shows

For flights purchased as of 03/14/17, passengers must contact the GOL Customer Service Center and request to cancel the departure flight while keeping the return flight. For domestic flights, if you provide prior notification, no penalties will apply for the purposes of keeping your return flight. Boarding fees for your departure flight will be refunded. The fare for your departure flight cannot be refunded.

If the passenger fails to provide prior notification for the no-show, the segment that is not flown will be cancelled automatically along with all subsequent segments on the same reservation.

For flights purchased before 03/14/17, passengers must contact the GOL Customer Service Center and request to cancel the departure flight while keeping the return flight. If prior notification is given, no penalties will apply for the purposes of keeping your return flight. Boarding fees for your departure flight will be refunded and the fare for your departure flight may be refunded or turned into credit for a future flight, depending on the applicable fare rule of the purchased fare.

If the passenger fails to provide prior notification for the no-show, the segment that is not flown will be cancelled automatically along with all subsequent segments on the same reservation.

The above instructions also apply for award tickets involving Smiles Miles or VoeBiz Points.

If I have excess baggage, how much will I be charged?

Baggage - new rules

Each excess kilogram of baggage will incur a fee of USD 15 on domestic and international flights. Baggage weighing over 70 kg (154 lbs) must be transported as cargo and not as baggage. Should your baggage exceed 70 kg, please contact GOL's online Customer Service Center or call the Gollog Customer Service Center at 0300 101 2001. Do you need more information on baggage, weight limits or restricted items? Click here.

What are the size limits for carry-on baggage?

Baggage - new rules

You can travel with one carry-on bag weighing up to 10 kg (22 lbs) that does not exceed the following dimensions: 35 x 25 x 55 cm (13 x 9 x 21 in) measured in length, width and height. If the bag exceeds the weight and size limits, it must be checked at check-in.

What has changed about the rules for carry-on and checked baggage since March 14, 2017?

Baggage - new rules

Since March 14, 2017, passengers can travel with one carry-on bag weighing up to 10 kg (22 lbs). The carry-on bag must not exceed the following dimensions: 35 x 25 x 55 cm (13 x 9 x 21 in) measured in length, width and height.

I purchased my ticket before June 20, 2017. Do I need to pay a baggage fee?

Baggage - new rules

No, the new rules for checked baggage only apply to tickets purchased as of June 20, 2017.

I have already purchased a ticket to fly in a few months. Do I need to pay a baggage fee?

Baggage - new rules

It will depend on when you purchased your ticket. If the ticket was purchased before June 20, 2017, the old rules still apply, which allow you to check up to 23 kg (51 lbs) at no additional cost. If the ticket was purchased after June 20, 2017, the new rules apply and you may have to pay a baggage fee, depending on your ticket's fare type. Click here to see the new rules that apply as of June 20, 2017.

I purchased a Light ticket (available as of June 20, 2017). Can I check bags without paying a baggage fee?

Baggage - new rules

No. The Light ticket category does not allow you to check bags for free. If you need to check bags, you will have to pay a fee for that service through one of our sales channels, such as the website, app, mobile website, Customer Service Center, kiosk, VoeGOL store or check-in counter at the airport. If you are a Silver, Gold or Diamond Smiles member, you have the benefit of free checked bags regardless of the fare type purchased.
Click here and see the rules that apply to your fare before you travel.

Do the baggage fees vary according to the flight?

Baggage - new rules

The fees only vary between domestic and international flights. It is worth noting that you can pay for baggage fees with a discount on the self-service channels.

I am entitled to one free checked bag, but I need to check two. For which bag will I be charged?

Baggage - new rules

You will be charged a fee for the second checked bag. Meaning, your first bag is free but you will have to pay for the second bag.

I paid a baggage fee for my departure fight. Do I also need to pay it for my return flight?

Baggage - new rules

Yes. You need to pay the baggage fee for the departure flight, as well as for your return flight.

My flight has connections or stopovers. Do I need to pay a baggage fee for each segment?

Baggage - new rules

No. The baggage fee is valid from the origin to the final destination, regardless of connections or stopovers.

Where and how can I pay my baggage fees?

Baggage - new rules

You can pay for baggage fees through any of our sales channels: the website, app, mobile website, Customer Service Center, kiosks, VoeGOL stores and check-in counters at the airport, up to the time your check-in has been completed. If you choose to use a kiosk, remember that only credit cards are accepted. Kiosks also cannot be used to pay baggage fees for reservations that include children or infants. Please note that you can pay for baggage fees with a discount through every sales channel except the airport’s check-in counter.

How can I get a discount on my baggage fees?

Baggage - new rules

You can pay your baggage fees with a discount through self-service channels (the website, app, and kiosks), at VoeGOL stores outside airports and through the Customer Service Center. If you choose to use a kiosk, please be aware of the following restrictions: debit cards are not accepted, and baggage fees cannot be paid at kiosks for reservations that include children or infants.

Can I pay my baggage fees in cash?

Baggage - new rules

Yes, GOL stores, both inside and outside airports, accept cash.

I paid for baggage fees I'm not going to use. Can I get a refund?

Baggage - new rules

Yes, all customers have the right to a full refund or credit for bags they do not check. You can request a refund through the website, a kiosk, app or Customer Service Center, before or after your flight.

I missed a flight for which I had paid a baggage fee. What should I do?

Baggage - new rules

If you are a no-show for your flight, the full amount of your baggage fee will be refunded.

I have two pieces of baggage, each weighing 10 kg (22 lbs). Can I pay for one baggage fee and check both?

Baggage - new rules

No. Even if the total weight is below 23 kg (51 lbs), in order to check two bags, you need pay the baggage fee for each bag.

I have a bag that is over 23 kg (51 lbs). What should I do?

Baggage - new rules

Bags weighing over 23 kg (51 lbs) will incur na excess baggage fee as follows: USD 15 per kg for domestic and international flights, total weight limit of 45 kg (99 lbs) per bag.

Can I pay the excess baggage fee in advance?

Baggage - new rules

No. Excess baggage fees will only be charged when the bag is checked.

Both the fare type I purchased and my Smiles membership include baggage benefits. Can I combine those benefits?

Baggage - new rules

No, baggage benefits are not cumulative. You will be entitled to the benefit that allows you to check the most bags. For example, a Diamond Smiles member (3 free bags) travelling on a Plus fare (1 free bag) has the right to check 3 bags free of charge.

I'm a Smiles member and I issued a ticket with my miles. How can I pay my baggage fees?

Baggage - new rules

If you bought your ticket using Smiles miles and need to take more baggage on your flight, you'll need to pay the baggage fee in advance on the Smiles website. If you prefer, you can also pay the baggage fee when you check in using GOL's self-service channels (website, app, or kiosk).

Please note: To ensure your discount, use one of the channels listed above to pay your baggage fee. Customers who pay their baggage fee at the airport's check-in counter will pay full price.

What are the baggage limits for lap children?

Baggage - new rules

Lap children (younger than 2 years of age) are not entitled to checked baggage. Parents can check 1 stroller and 1 child safety seat or 1 baby carrier and may carry an additional carry-on bag for the child's belongings weighing no more than 10 kg (22 lbs).

To learn about baggage weight limits on international flights, please contact the GOL Online Customer Service Center. For more information about baggage, weight limits and restricted items, please click here.

I am traveling with a lap child (younger than 2 years of age). Which items can I bring and to how much free checked baggage am I entitled?

Baggage - new rules

If you are traveling with a lap child on a domestic flight, you may check 1 stroller or 1 baby carrier and 1 car seat free of charge. On international flights, when 10% of the fare is paid for an infant, he or she will be entitled to 10 kg (22 lbs) of carryon baggage, in addition to the items above.

I have a contagious disease. Will I be allowed to board?

Health issues

In order to ensure the safety of everyone on board, passengers who have a contagious disease may be prohibited from boarding the aircraft. If you have a disease of this nature and have any questions about what procedures to follow, please contact our Customer Service Center.