Terms and conditions

Traveling with peace of mind and safety is essential, even online; therefore, we want you to be familiar with the Terms and Conditions of Use for the VoeGOL website, which govern the use of our site and provide information regarding the use and protection of our Customers' data. By accessing, browsing, or using the site, you expressly agree to the content of this document.

We are GOL LINHAS AÉREAS S.A., a company registered with the CNPJ/MF under No. 07.575.651/0001-59, headquartered at Praça Senador Salgado Filho, s/nº, Santos Dumont Airport, Ground Floor, Public Area, between axes 46-48/O-P, Management Office – Back Office, Zip Code 20021-340, in the city and state of Rio de Janeiro—hereinafter referred to as ("GOL")—successor by merger of Smile Fidelidade S.A. (CNPJ 05.730.375/0001-20) and administrator of the Smiles Program, a corporation duly constituted in the country, registered with the CNPJ under No. 07.575.651/0037-60, headquartered at Alameda Rio Negro, 585, Block B, 2nd floor, units 21 and 22, Part A, Barueri/SP, Zip Code 06454-00.

Who can use our products and services?

Use of the GOL website to purchase products and services is intended for individuals of legal age; acceptance of these terms implies acknowledgment of this requirement. Use of accounts by companies is prohibited. Legal entities may access a dedicated portal for these services via the following link: https://www.voegol.com.br/empresas.

If you are a minor, in addition to complying with any requirements set forth in applicable legislation, you must adhere to the terms and conditions outlined at https://www.voegol.com.br/informacoes/informacoes-para-viagens-com-bebes-e-menores-de-idade.
Accounts created on the website are personal to the individual and are for the exclusive use of the registered Customer.

Products and services on our website

We are a platform that brings together air travel products and services—including ticket sales, online check-in, ticket cancellation, baggage tracking, refund requests and status updates, flight information, and all other needs and features related to the services offered by GOL.

When you register on our website, GOL will process your personal data to manage your account and—in addition to ticket sales—enable you to view information on past and future trips, check flight status, check in, add baggage, and upgrade your travel, among other available services and products.

You can register via the "Login" page by clicking the "Sign Up" option and providing the following details: first and last name, date of birth, gender, nationality, CPF, an alternative identification document of your choice (ID card, driver's license, passport, military ID, Redress, or Laissez-passer), email address, and password. Once registered, all features of the logged-in area will be available to you.

To access your account, you must enter your login credentials: your CPF or email address and the password set during registration. GOL will not have access to your user password under any circumstances. If you forget your password or lose access, you can recover it using the "Forgot password or email" option.

Travel information

When logged into their account, customers can view both past and upcoming trips. Without logging in, you can access trip details via the "Find Trip" tab by providing the booking code or ticket number, flight origin, and surname.

To locate a trip, simply enter the booking code or ticket number, along with the flight origin and surname, to access the trip details.

You can view upcoming trips by logging into the website or by using the "Find Trip" tab and entering the booking code or ticket number, flight origin, and surname.

Past trips remain available in the user account for seven days after the final flight segment; after this period, users can locate their trip details by searching for the ticket number in the "Find Trip" section. This tab provides access to the complete travel history, including details such as flight date, origin and destination, booking code, and other information.

Ticket purchase

Customers can purchase flight tickets on our website. Certain additional details will be requested, such as a phone number and any need for special assistance. Information regarding frequent flyer programs and emergency contact numbers is optional.

We offer various services to enhance the in-flight experience; the costs and conditions for each are clearly specified.

After selecting a seat, the user is directed to the payment page to enter details for a credit card, GOL card, UATP, or PayPal account—including the card number, expiration date, cardholder name, and security code. For Pix payments, the customer must be logged into the GOL website; upon selecting this option, they will be redirected to the Nupay payment environment.

Customers must accept the Air Carriage Agreement and the Terms regarding Fares and Baggage Restrictions, which outline all terms and conditions applicable to the trip. Any personal data entered by the customer up to this point will be handled in accordance with GOL’s Privacy Notice. Additionally, customers have the option to sign up for the Smiles Program for free—subject to the Program's Terms and Conditions of Use—and to register to receive the latest promotions, updates, and discounts from GOL. Corporate customers may provide their company’s VoeBiz number to earn points on business travel; this benefit is exclusive to small and medium-sized enterprises registered in the program.

For tax accreditation and subsequent tax reimbursement purposes, customers may enter their VAT number and registered company name on the form.

Please note that customers do not necessarily need to be logged into their account to make purchases via the website. Purchases made through the app, however, require the user to be logged in.

Service

When necessary, GOL will process the personal data provided by our Customer to facilitate the handling and tracking of requests made on the website. You can view past case records by providing your CPF and the service case number from other channels.

Check-in

Our customer may also check in for the flight in advance—48 hours prior to the travel date—using a specific feature on our website. To do so, GOL will use the following personal data of our customer: booking code, CPF or Smiles number, and flight origin.

Flight status

For the customer to access their flight status, simply fill out the form with the number of the flight for which the status is requested.

Baggage tracking

Regarding baggage tracking, GOL may process our Customer's personal data to enable the tracking of their baggage. To make this possible, our Customer will be redirected to the website of one of our partners, WorldTracer, where they must complete a form with their name and reference number, as well as confirm that their address, flight information, and baggage type are correct.

Reimbursement Request

Regarding the refund request, GOL may process our Customer's personal data in order to carry out the request. Additionally, to finalize the request, our Customer must complete the form providing their CPF, ID card number, booking code, address, and the payer's banking details.

Privacy and personal data protection

GOL respects the privacy and protection of personal data belonging to data subjects. Data processing resulting from the use of services available on our digital platforms will be conducted in accordance with these Terms and Conditions and our Privacy Policy, which is available on our website.

Links to third-party websites

Some of our Services may contain links to third-party websites ("Third-Party Sites") that are not controlled or monitored by GOL. GOL is not responsible for the materials, information, or content published on Third-Party Sites, nor for their availability. The inclusion of Third-Party Sites on our website does not imply any relationship or association between GOL and the owner of such sites, nor does it constitute any endorsement, support, or sponsorship of Third-Party Sites by GOL.

Our Customer is solely responsible for accessing Third-Party Sites and must review the applicable privacy policies and terms of use for such sites. GOL is not responsible for any policies, data collection and processing, or incidents occurring on these domains.

User Responsibility

By using the services available on our website, our Customer guarantees that the personal data and other information provided to GOL are accurate and truthful. Furthermore, the Customer is responsible for updating registered data whenever necessary to ensure that the information remains current and complete.

By accessing our website, you agree not to: (a) violate any applicable rules, regulations, or laws; (b) infringe upon the intellectual property rights of third parties, including, without limitation, patents, copyrights, trademarks, or trade secrets; (c) violate or attempt to violate any security measure of the Services; (d) attempt to impersonate a third party or use third-party personal data without authorization on our websites; (e) copy, modify, reproduce, delete, distribute, download, store, transmit, sell, resell, publish, reverse engineer, or create derivative works from any content made available on our websites; (f) impersonate any other person or organization; (g) provide false information regarding Customers or their dependents.

The Customer is liable for remedying any and all damages—whether direct or indirect (including those arising from the violation of other users' rights, intellectual property rights, confidentiality, or personality rights)—caused to GOL, a third party, or any other Customer as a result of non-compliance with these Terms of Use in connection with their access to our websites.

GOL shall not be held liable for: (a) infected or defective equipment; (b) equipment that is damaged at the time of accessing our Services; (c) the protection of the computer and information stored on Users' computers; (d) abuse and/or covert monitoring of Users' computers; (e) vulnerabilities or instabilities present in Users' systems.

Industrial property law

Any and all images, photographs, logos, slogans, sounds, trademarks, text, statements, and designs—including domain names, user interfaces, and color combinations—used in, incorporated into, or forming part of any functionality of our websites constitute the sole and exclusive intellectual property of GOL or are duly authorized and licensed by third parties in accordance with copyright law. The use, reproduction, distribution, or display—in whole or in part—of any of GOL’s intellectual property by a third party is neither permitted nor authorized without GOL’s prior consent.

Information security

GOL maintains a robust information security policy that is regularly reviewed and updated in alignment with market-leading security best practices.

GOL employs and adopts appropriate security and prevention processes, techniques, mechanisms, and procedures—including encryption tools for data transmission—to ensure proper protection against potential security incidents, as well as actual or suspected unauthorized access, use, alteration, misappropriation, or destruction by third parties that could compromise or threaten the integrity, confidentiality, authenticity, and availability of the collected data and information.

Cookie information

For information about the cookies collected through our website, please visit our Cookie Policy.

General provisions

The Customer agrees that no employment, partnership, representation, agency, or joint venture relationship is created between the User and GOL as a result of using our website. These Terms of Use constitute the entire agreement between the User and GOL regarding the use of the website and are in addition to any contract entered into between the User and GOL. These Terms of Use are governed by the laws of the Federative Republic of Brazil.

GOL may, at its sole discretion, terminate any Services offered through the websites and remove any content published thereon at any time, without prior notice.

Forum

The Central Courthouse of the Judicial District of São Paulo is designated to resolve any issues arising from these Terms of Use.

Versions of this term

These Terms of Use, as well as the content and functionality of our channels, may be revised and updated at any time for legal reasons, due to the implementation of new technologies and features, or whenever GOL deems such changes necessary. By continuing to access our websites after updates are made, the User indicates their agreement.

Any and all revisions shall only be valid and effective upon their publication on our websites.