Simplifying to provide service is part of the GOL Commitment

We want to provide service to everyone who needs to fly during these times, while upholding our commitment to the safety of our clients and teams. That is how GOL is positioning itself to face the spread of coronavirus (COVID-19) throughout the world.

 
 
 
 
 

All the rules below are only valid for purchases made outside of Brazil through the voeGOL website, which may change.

Date Changes

Flight Date (regardless date of purchase)
From March 11th to Jul 31th (year 2020) From Ago 1st to Sept 30th ( year 2020) From Oct 1st (year 2020) Regular rules
Flights inside Brazil Penalty for changes Exempt Exempt Charged
Rate difference Exempt Depending on the season
Exempt: high to high, high to low, low to low. (season)
Charged, if any: low to high season.
Charged, if any
Rerouting Allowed
The route cant be changed to an international one.
Allowed
According to the rule of the fare family purchased may include fare difference and fees
Allowed
According to the rule of the fare family purchased may include fare difference and fees
Validity Validity of the ticket
For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹
Validity of the ticket
For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹
Validity of the ticket
It is NOT allowed to change the validity of the ticket.
Flight Date (regardless date of purchase)
From March 11th to Ago 31 (2020) From Sept-01-20 to Dec-31-21 From Jan 1st (year 2021) Regular rules
Flights to Argentina, Bolivia, Chile, Peru, Paraguai, Uruguai. Penalty for changes Exempt Exempt Charged
Rate difference Exempt Depending on the season
Exempt: high to high, high to low, low to low. (season)
Charged, if any: low to high season.
Charged, if any
Rerouting Allowed
The route may be changed to a domestic one, if requested.
Allowed
According to the rule of the fare family purchased may include fare difference and fees
Allowed
According to the rule of the fare family purchased may include fare difference and fees
Validity Validity of the ticket
For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹
Validity of the ticket
For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹
Validity of the ticket
It is NOT allowed to change the validity of the ticket.
Flight Date (regardless date of purchase)
From March 11th to Nov 30 (2020) From Dez-01-20 to Mar-31-21 From April 1st (year 2021) Regular rules
Flights to República Dominicana, Equador, México, Estados Unidos e Suriname Penalty for changes Exempt Exempt Charged
Rate difference Exempt Depending on the season
Exempt: high to high, high to low, low to low. (season)
Charged, if any: low to high season.
Charged, if any
Rerouting Allowed
The route may be changed to a domestic one, if requested.
Allowed
According to the rule of the fare family purchased may include fare difference and fees
Allowed
According to the rule of the fare family purchased may include fare difference and fees
Validity Validity of the ticket
For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹
Validity of the ticket
For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹
Validity of the ticket
It is NOT allowed to change the validity of the ticket.
 

Future changes and Refund

Flight Date (regardless date of purchase)
From March 11 to Sept 30 (year 2020) From Oct 1st (year 2020) Regular Rules
Flights inside Brazil Future Changes¹ Allowed without penalty
Credit validity: 12 months from the date of the original flight.
Allowed with penalty Credit validity: 12 months from the date of the original flight.
Cancelling with refund Penalty for refund charged, if any² Penalty for refund charged, if any²
Flight Date (regardless date of purchase)
From March 11th to Dec 31st (year 2020) From Jan 1st (year 2021 Regular Rules
Flights to Argentina, Bolivia, Chile, Peru, Paraguai, Uruguai. Future Changes¹ Allowed without penalty
Credit validity: 12 months from the date of the original flight.
Allowed with penalty
Cancelling with refund Penalty for refund charged, if any² Penalty for refund charged, if any²
Flight Date (regardless date of purchase)
From March 11th-20 to March 31st-21 From Apr 1st (year 2021) Regular policies
Flights to República Dominicana, Equador, México, Estados Unidos e Suriname Future Changes¹ Allowed without penalty
Credit validity: 12 months from the date of the original flight.
Allowed with penalty
Cancelling with refund Penalty for refund charged, if any² Penalty for refund charged, if any²

¹ For tickets that are in status open, at the time of rescheduling, the rules to be followed will be those in effect on the rescheduling date.

² Rule valid for cancellations made voluntarily by the customer.

High season

We consider the months of July, December and January as high season and holidays - including the day before and the following day of the holiday. We will forward more details of what is considered a holiday in each POS soon.

 

Cancellations or delays due to closed borders

If your flight has been delayed or cancelled due to closed borders, the terms of ANAC Resolution 400, which determines the provision of meals, hotels and transportation, do not apply. In these cases, GOL will support the Ministry of Foreign Relations in locating and bringing home any Brazilian citizens who are abroad.

 

Save time

Our Customer Support Center is experiencing high call volumes.

We are prioritizing passengers who have flights scheduled in the next 72 hours, but rest assured that every call will be answered.

 

Anonymous purchase

If you purchased your ticket through the Anonymous Purchase service (without logging in) and wish to cancel your ticket and receive a credit, please contact our Customer Service Center.

See the number of the Customer Service Center of each country:

USA/Canada 1 855 862 9190

Other countries +55 11 5504 4410

All rules and regulations put in place by the company are in compliance with the TAC (Conduct Adjustment Term) signed on March 20, 2020 by the Ministry of Justice and Public Safety (MJSP), the Federal Public Ministry (MPF), the Public Ministry of the Federal District and Territories (MPDFT), and the Brazilian Airlines Association (ABEAR).

Follow the step by step instructions in order to reschedule or cancel your flight easily and conveniently from your computer.

 
 
 

Follow the step by step instructions in order to reschedule or cancel your flight easily and conveniently from your computer.

 
 
 

Learn more about the temporary suspension of some of our services:

Bus shuttle between CGH-GRU and GRU-CGH
Starting on March 17, 2020, the bus shuttle service between the airports of Congonhas and Guarulhos will be interrupted until further notice.

 

VIP Lounge
All GOL Premium Lounges will be closed from March 18 to Jun 30, 2020. Access by Diamond and Premium Economy passengers to the VIP lounges of our international partners will also be suspended, as follows:

 

Salas GOL Premium Lounge: International and domestic GOL Premium Lounges at the Guarulhos Airport (SP) and at the Galeão Airport (RJ).

VIP lounges of international partner airlines: Airports of Quito (UIO), Brasília (BSB), Montevidéu (MVD), Assunción (ASU), Viru Viru (VVI), Lima (LIM), Punta Cana (PUJ), Paris (CDG), Amsterdam (AMS), Buenos Aires (EZE) and Santiago (SCL).

Onboard Service

Given the current situation, GOL is gradually reinstating its onboard service. For now, the company is serving water in individual glasses only to passengers who request it. Snacks are distributed at the end of the flight, in industrialized, sealed and properly disinfected containers, for the safety of all.

Learn more about the temporary suspension of some of our services:

Bus shuttle between CGH-GRU and GRU-CGH
Starting on March 17, 2020, the bus shuttle service between the airports of Congonhas and Guarulhos will be interrupted until further notice.

 

VIP Lounge
All GOL Premium Lounges will be closed from March 18 to Jun 30, 2020. Access by Diamond and Premium Economy passengers to the VIP lounges of our international partners will also be suspended, as follows:

 

Salas GOL Premium Lounge: International and domestic GOL Premium Lounges at the Guarulhos Airport (SP) and at the Galeão Airport (RJ).

VIP lounges of international partner airlines: Airports of Quito (UIO), Brasília (BSB), Montevidéu (MVD), Assunción (ASU), Viru Viru (VVI), Lima (LIM), Punta Cana (PUJ), Paris (CDG), Amsterdam (AMS), Buenos Aires (EZE) and Santiago (SCL).

Onboard Service

Given the current situation, GOL is gradually reinstating its onboard service. For now, the company is serving water in individual glasses only to passengers who request it. Snacks are distributed at the end of the flight, in industrialized, sealed and properly disinfected containers, for the safety of all.

You can count on GOL for a pleasant and safe trip,
whenever it is most convenient for you to fly.

You can count on GOL for a pleasant and safe trip,
whenever it is most convenient for you to fly.