Learn about our customer service and find out how to travel with a hearing dog.

 
 
 
  • You can request assistance when purchasing your ticket or by visiting ​GOL’s Online Customer Service, at least 48 hours in advance. Upon arriving at the airport, identify yourself to one of our employees.
  • You can also have your questions answered by contacting Customer Service for the Hearing Impaired at 0800 709 0466.
  • At the VoeGOL stores at Congonhas and Guarulhos airports, both of which are in São Paulo, there is a self-service terminal that reads and interprets Brazilian Sign Language (Libras) in real-time via video conferencing. The service is available Monday through Friday from 7 AM to 7 PM and on Saturdays from 7 AM to 1 PM.
  • You may travel with your hearing dog, should you have one.*

*Hearing dogs

Hearing dogs travel free of charge. However, to travel accompanied by a hearing dog, passengers must present certain documents:

 
 
 

Domestic Flights

  • Identification card with:
    • The name of the passenger and of the hearing dog. - Name of the training center or individual trainer that trained the dog.
    • CNPJ number of the center or CPF number of the trainer.
    • Name of the training center or individual trainer that trained the dog.
  • Identification tag with:
    • The name of the passenger and of the hearing dog.
    • Name of the training center or individual trainer that trained the dog.
    • CNPJ number of the center or CPF number of the trainer.
  • Up-to-date vaccination card with:
    • Proof of vaccination with a standard combination vaccine.**
    • Proof of rabies vaccination.**
    • Proof of deworming treatment.**

**Must be performed by an accredited veterinarian.

 
 
 

International flights

  • Identification card with:
    • The name of the passenger and of the hearing dog.
    • Name of the training center or individual trainer that trained the dog.
    • CNPJ number of the center or CPF number of the trainer.
    • Photo of the passenger and the hearing dog.
  • Identification tag with:
    • The name of the passenger and of the hearing dog.
    • Name of the training center or individual trainer that trained the dog.
    • CNPJ number of the center or CPF number of the trainer.
  • International Zoosanitary Certificate (CZI), issued by offices of the International Agricultural Surveillance System of the Ministry of Agriculture, Livestock and Food Supply at international airports.

If you have any questions about preparing the documents for a hearing dog or for a passenger who depends on one of these animals, please access GOL’s Online Customer Service.

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