Customer Service Plan

We will disclose on our website, at the ticket counter, or when you call our Reservation Center to inquire about a fare, that the lowest fare offered by GOL to the general public for the itinerary you have requested may be available elsewhere.

We will provide full and timely information on the status of known delays, cancellations, and diversions within 30 minutes of GOL becoming aware of the change in the status of the flight: By making announcements in the boarding gate area and through the use of Gate Information. Upon request, through our telephone reservation system (1 855 862 9190). On our website www.voegol.com.

It is our intention to deliver customer´s baggage on time; however, in the event that this does not occur, we will make every reasonable effort to return misplaced baggage within 24 hours. We will compensate customers for reasonable expenses that result due to a delay in delivery as required by applicable international agreements for international flights and refund passengers for any fee charged to transport a bag if that bag is lost. If we cannot find customer´s bag within 21 days for international flights it will be considered lost and we will refund the customer for any fee charged to transport your bag Customers need to notify a GOL employee at the airport if they cannot find their baggage.

Once Ticket is purchased, customers have 24 hours to cancel it for any reason and receive a full refund, including any prepaid fees and Direct Ticketing Charges— with no cancellation fee if the purchase is made at least 7 days in advance of departure. If the purchase is made at least one week in advance of departure, GOL will be providing ticket refunds within 7 days for credit card purchases, and within 20 business days for cash or check purchases We will issue refunds for eligible domestic and international tickets within seven business days after receiving a complete refund request for credit card purchases and within 20 business days after receiving a complete refund request for purchases made by cash or check.

We will provide the following assistance to all the customers that might need an extra help.

In the case of flights that begin or end in the United States, and at airports in connection with those flights, we will provide the assistance required by part 382 of the regulations of the United States Department of Transportation. Customers with physical, visual and hearing disabilities, with reduced mobility, seniors aged over 60 years, pregnant women, breastfeeding women, people with lap child (under 2 years old) or any other person with a specific condition that limits his/her autonomy as a passenger will have a special queue to check-in and boarding and will be pre-boarded.

Customers with physical, visual and hearing disabilities or with reduced mobility that might be traveling alone will be specially assisted through his/her way from check-in at the origin station to the arrival lounge at destination station to the extent required by applicable regulations.

Passengers that require special services such as stretcher, portable oxygen concentrator, incubator or respirators, must contact our call center at least 48h prior to departure time. Portable oxygen concentrators, incubators and respirators are accepted, as long as they are approved by FAA and are battery operated (GOL accepts non spillable batteries only). We remind you that supplementary oxygen cylinders and stretchers must be provided by GOL. According to safety and medical policies, passengers won’t be allowed to use their own. 

Cylinders containing compressed gas are only accepted as checked baggage if they are empty or contain less than 40 psi. GOL will have a dedicated person to deal with specific issues related to customers with special needs. This CRO (Complaint Resolution Official) can be contacted through the local gate agents by phone from US Airports Stations.

Assistance to unaccompanied minors is also available. Children aged between 5 to 12 years old can travel alone, but will obligatorily be assisted by our employees through their entire trip until they are led to their parents/legal responsible person. Fees are applied for this service. For children aged between 12 to 18 years old, this special service is not mandatory, it is optional and fees are applied. However, a special documentation is necessary for this customer to travel alone, such as formal authorization issued at a notary’s office from both parents. For further information about documentation of minors or any other special service, visit www.voegol.com or contact our call center: 1 855 862 9190.

In the event of a lengthy tarmac delay, GOL will provide those accommodations listed in its Tarmac Delay Plan.

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• Cancellation Policies
• Rules for Frequent Flyers
• Airplane configuration
• Availability toilet

We will attempt to contact you, via contact information provided in your reservation, about changes in your travel itinerary when the event is underway. Ensuring responsiveness to customer complaints. We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint. In the case of written complaints concerning the US Department of Transportation’s rules regarding passengers with disabilities which are sent to us within 45 days after the incident, we will provide a dispositive response within 30 days after receipt.

• If the customer resides in the same city as the airport where the delay or missed connection occurred, hotel accommodation will not be offered.
• Vouchers for accommodations will be provided by GOL employees and delivered to customers. Customers will also receive a new boarding pass with the new flight.

In cases of flight cancellations or missed connections, in addition to any other applicable measures according to this Customer Service Plan:

• GOL will reschedule the customer's flight, at no additional cost, to the next available flight or to another flight operated by the company.
• GOL will provide accommodations to affected customers. These accommodations consist of vouchers for meals, transportation and/or lodging, when applicable.