GOL Commitment

Due to the situation related to the coronavirus spreading (COVID-19) we readjusted our network.

In addition, we have updated again our policies for changing and cancelling in order to transmit our clients calm and flexibility.

The rules¹ below are for those who have already bought tickets and also for new purchases in periods signaled in the table. These rules will only apply for tickets issued in points of sale outside of Brazil by travel agencies through the GDS system.

1 These rules are valid for specific periods of time and they alter the previously rules published before in this site, on Flight changes and the ones described during the cancellation flow.

Date Changes

This change must be made whithin the validity of the ticket. The change must be made to the same type of cabin selected previously (preferably in the same class as the original ticket, if not, select the next available class according to the hierarchy). Customer can change the flight more than once. The policies for each change should be guided by the flight date, as defined below.

Flight Date
From March 11th to Jul 31th (year 2020) From aug 1st to dec 31th ( year 2020) From jan 1st (year 2021) Regular rules
Flights inside Brazil Penalty for changes Exempt Exempt Charged
Rate difference Exempt Charged, if any² Charged, if any
Rerouting 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
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.

¹The procedure for changing the validation of the ticket must be made at the time of manual reissue using the waiver code signaled below. For details on how to change the ticket date please contact your GDS help desk.

²Purchases prior to sep 16th, to fly until 30 September, the fare difference will be charged only when changing a flight from low season to high season.

Flight Date
From March 11th to Nov 30 (2020) From Dez-01-20 to Mar-31-21 From April 1st (year 2021) Regular rules
Flights to Argentina,
Bolivia,
Chile,
Estados Unidos,
Equador,
México,
Paraguai,
Peru,
República Dominicana,
Suriname and 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
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
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.

¹The procedure for changing the validation of the ticket must be made at the time of manual reissue using the waiver code signaled below. For details on how to change the ticket date please contact your GDS help desk.

Waiver Code:

WAIVED DUE CE G3
 

Future changes and Refund

When changing the open status ticket, follow the instructions for changes given before. This procedure needs to be done before the date of flight. The ticket cant be in status open and needs to have a new date before the expiration. Since only one change without any cost is allowed , when changing the validation of the ticket is required, follow the rules and procedures for changing dates.(previously described).

Flight Date
From Mar 11th to Dec 31th (year 2020) From Jan 1st (year 2021) Regular Rules
Flights inside Brazil Future Changes¹
(status open)
Status open ticket: 12 months from the date of purchase of the ticket Status open ticket: 12 months from the date of purchase of the ticket
Cancelling with refund Penalty for refund charged, if any² Penalty for refund charged, if any²
Flight Date
From March 11th-20 to March 31st-21 From Apr 1st (year 2021) Regular policies
Flights to Argentina, Bolivia,
Chile, Estados Unidos,
Equador, México,
Paraguai,Peru,
República Dominicana,
Suriname and Uruguai
Future Changes¹
(status open)
Status open ticket: 12 months from the date of purchase of the ticket Status open ticket: 12 months from the date of purchase of the ticket
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.

Attention!

in the periods indicated in the tables, the processes described above are valid for flights canceled by GOL or flights that GOL did not cancel or change but the customer makes a change order. Thus, it is necessary that, for these clients contemplated by the policy, when requested any alteration without fare difference, on the part of the client, it must be done through the involuntary process so that the rules are applied and the charges are not generated. When any change with a fare difference is requested by the customer, it is done through the voluntary process so that the rules are applied and the charges are not generated.

Expired tickets until Apr 17

For customers with tickets expired by Apr 17, please advise the agencies to contact the GOL call center.

No-show

For customers who are a no-show on flights canceled by GOL, no-show fee exemption is released.

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.

The rules published above are valid as of 16/09/2020.

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