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Virtual Assistant
Confirmation of the reservation
Flight modified by GOL
Cancellation of flights
Baggage Information
Seating rules
Check-in rules
Rescheduling flights
Selecione o assunto
- My Flight Was Changed or Cancelled
- My Flight Is Delayed
- I Want to Change or Cancel My Trip
- Refund
- baggage
- Seat
- I want to know the status of my trip
- How Do I Check In and Get My Boarding Pass?
- Correction of data in the reservation
- GOL Credits
- What Are the Available Payment Amounts and Methods?
- I Bought My Ticket with an Agency or Other Sites
- What Documents and Information Do I Need for Boarding?
- Traveling with Pet
- Special Needs
- What Services Are Available Onboard?
If your flight is changed or canceled, we’ll let you know by email.
Your available options depend on the type of change:
Changes of up to 30 minutes
• Your flight remains confirmed — no action is needed.
• If you choose to change your trip, fare rules and possible fees will apply.
Changes over 30 minutes
You can:
• Confirm the new suggested flight.
• Choose another available flight at no extra cost through My Trips.
Cancel your trip and request a full refund, available as:
• GOL Credit (released within up to 1 hour after logging in).
• Original form of payment, with timing depending on the payment method.
Cancellations
If your flight is canceled, you can also:
• Choose another flight at no additional cost.
• Request a full refund using the same options above.
Any change will be notified by e-mail, using the address registered in the Reserve.
You can also check the details at any time by accessing the My Trips area, on the GOL website or app, using your Reservation details. There you can also update your contact information if necessary.
If none of the alternatives meet your travel plan, you can cancel the Reservation and request a refund:
• Through the link that came in the email notifying the change or
• Accessing the My Trips area on the GOL website or app
The refund can be made:
• In GOL Credit (released within 1 hour, with login)
• Or in the original form of payment, depending on the method used
If you purchased your ticket through an agency or other website, you must contact the purchase channel to check if there have been any changes and, if so, manage your Reservation there.
If your flight is delayed, you will be informed about the travel status every 30 minutes, as required by ANAC.
If the delay is longer than 30 minutes and impacts your plans, you can:
• Choose another available flight
• Cancel the trip and request a full refund
If you need support, our team is here to help you.
You can follow the updated status of your flight:
• Through the GOL website, accessing Flight Status
• On the airport information boards or
• Using the boarding pass in the GOL app, if you have already checked
If the delay results in a flight cancellation, you can:
• Be rebooked on another GOL flight.
• Reschedule your trip for another date, with the same origin and destination.
• Cancel your trip and request a full refund.
You can manage these options in My Trips or with support from our customer service team.
If your ticket was purchased through an agency or other travel site, the reservation is serviced and managed directly through that channel.
In this case, you must:
• Contact the agency or site where you purchased
• Request cancellation or rescheduling directly with them
They will guide you about the options available, according to the rate and the purchase rules.
Cancellation rules vary depending on:
• The chosen rate
• The type of flight (domestic or international)
• The date of purchase and shipment
If the purchase was made less than 24 hours ago and the flight is scheduled for 7 days or more, the cancellation can be made free of charge.
After this deadline, fees may apply according to the rules of your rate.
Check out all the details on the cancellation and refund page.
The rules vary depending on the fare chosen and the type of flight (domestic or international).
There may be:
• Rescheduling fee
• Value difference between the original and the new flight
If you are not going to board the outbound flight, it is essential to let GOL know before the trip - otherwise, the return leg will be automatically canceled.
To solve it, talk to GAL, our virtual assistant, and request assistance with one of our agents.
The return flight will be reissued at a new fare (without a departure requirement), and fees and difference in value may apply.
If the ticket was issued with Smiles miles, VoeBiz points, or through another sales channel (such as an agency or partner site), consult directly with the issuer to find out what rules and options apply.
You can cancel your ticket by accessing the My Trips area.
You can locate your Reservation in two ways:
• Logging into your GOL Account
• Or by entering the Reservation code, origin and surname
After confirming the cancellation, you can choose how you want to receive the refund:
• GOL Credit: released within 1 hour and valid for 12 months (must be logged in to the account)
• Same payment method used for the purchase: the deadline varies depending on the method
Check out more details on the cancellation and refund page.
The ticket is valid for 365 days from the date of issue.
All actions - such as rescheduling, canceling, or requesting a refund - must be done within this period, according to the rules of your rate.
After this period, the ticket can no longer be used.
You can view your ticket information in the My Trips area.
Cancellation and change rules depend on the fare you selected and the purchase date.
To check if there are any fees or see which options are available, go to My Flights on the Smiles website or app.
You can change your trip by accessing the My Trips area, entering the Reservation code, origin and surname, or by logging into your GOL Account.
Here's how it works:
• Anticipate the flight:
— Available on the same day of the trip, for flights operated by GOL
— Subject to the chosen rate and the category in the Smiles Club
— The origin and destination must be the same
Learn more about flight anticipation.
• Reschedule the flight:
— It can be done up to 1 hour and 30 minutes before the domestic flight or 2 hours and 30 minutes before the international flight
— Fee and fare difference may be charged
If you are unable to attend boarding and are considered a “no-show”, you will not be able to reschedule or cancel your ticket after the flight time, even if a fee is charged.
This rule applies to all tickets issued after October 14, 2025.
If your ticket was issued before that, please review the previous no-show rules.
• If the order was placed on the GOL website or app, follow the My Trips area, using the Reservation number
• If it was done through the Service Center, the protocol number will be used to monitor the status
Save your Reservation code and/or protocol number for easy tracking.
You can request a refund of your ticket in the My Trips area, entering the reservation code or logging in to your GOL account.
The possibility of a refund depends on the chosen rate. In general, two forms of return are offered:
• GOL credit (valid for 12 months, released within 1 hour) — available with login only
• Original payment method — the deadline varies depending on the method used
• Fees or withholding may apply, depending on the fare rules
The conditions for reimbursement - such as deadlines, fees, and eligibility - vary depending on the rate. See the rates page for details.
The process must be started with the same channel where you bought the ticket.
• If there are more than 48 hours before the flight, the agency or partner website is responsible for submitting the request.
• If the flight is within 48 hours, you can contact GAL for guidance, but the agency will still be responsible for completing the refund.
Details such as amounts and timelines are also provided by the channel that issued the ticket.
The deadline depends on the return method chosen:
• GOL Credit: released within 1 hour after cancellation
• Credit card: GOL transfers it to the bank within 7 business days. Thereafter, the amount can be reversed within 60 days, depending on the policy of your bank or operator
This is common with credit card purchases. Even after cancellation, the amount may appear on the current bill and be reversed on the next bill -
or as a credit.GOL sends the amount to the administrator within 7 business days, and the rest of the process depends on your operator. If in doubt, please contact your bank directly.
If you are traveling with non-standard items in a common suitcase - such as musical instruments, boards, bicycles, or TVs - the transportation is carried as separate luggage.
• These items have special dimensions and require extra care
• A fixed fee is charged, depending on the destination
• The item must be well packaged and identified
Smaller instruments (such as guitar and guitar) can be taken as common luggage if they are within the limit of your allowance and well accommodated.
Larger instruments (such as cello, tuba, or bass drum) must be carried as separate baggage.
Check out all the details and rules on the GOL baggage page.
For safety reasons, it is not allowed to carry in hand luggage:
• Sharp or piercing objects (scissors, knives, knives)
• Stun guns or pepper sprays
• Items that produce heat (such as large lighters or soldering iron)
• Flammable or explosive substances
• Electronic cigarettes (on international flights)
• Disability devices
The full list of restricted items is available on the GOL baggage page.
If you travel with cash, checks, or traveler’s checks totaling more than R$10,000 (or the equivalent), you must declare it to the Brazilian tax authority.
This declaration is called Electronic Declaration of Valuables (e-DBV) and must be completed before departure or upon arrival.
For jewelry and personal valuables, there’s no fixed amount, but you should be able to show they’re for personal use, especially on international trips.
Find more about the declaration on the Federal Reveneu Website.
Smiles customers are entitled to free luggage on GOL flights, depending on the category:
• Silver Smiles: 1 piece of luggage
• Smiles Gold: 2 bags
• Diamond Smiles: up to 3 free bags
These benefits apply to GOL flights and may vary on partner flights. Always check your rate and conditions at the time of purchase.
The rebooking of extra baggage is allowed before the date of the flight for which the service was purchased, as long as it is for the same type of service.
This means that:
• An additional baggage can be rebooked for another additional baggage on the same ticket
• There is no penalty for rescheduling
• There may be an adjustment of value if there are changes in price, exchange, or business rules
After the original flight date, the rebooking of baggage is not allowed.
To request the rescheduling, go to My Trips or talk to GAL and request the support of one of our specialists.
If you do not receive your baggage upon disembarkation, go to the GOL Baggage Service, still in the arrivals hall, and request the completion of the Baggage Irregularity Report (RIB).
After filling out the RIB, you can track the location of your baggage by entering the process number and your name on the tracking page.
Check out more information about deadlines or recommendations.
The refund for extra baggage depends on the fare of your ticket and the time of the request.
Before the flight date:
• Flex, Premium and INSIGNIA Business Flex fares allow the reimbursement of extra baggage, provided that it is requested before the flight
After the flight date:
• Refund of extra baggage is not allowed regardless of the fare
On flights with a lap infant (under 2 years old), you can check at no extra cost:
• 1 stroller
• 1 car seat or baby carrier
In addition, on international flights where the infant pays 10% of the fare:
• You can also bring up to 10 kg of carry-on baggage for the baby.
Other guidelines:
• The stroller can be used up to the aircraft door.
• Only foldable “umbrella-style” strollers may go in the cabin, depending on space.
• Extra items count toward the accompanying adult’s baggage allowance.
For more tips and details, visit the page for traveling with babies and minors.
If your bag exceeds the allowed weight (23 kg per bag), a fixed excess baggage fee will apply, depending on the destination.
Please note the maximum limits:
• National flights: up to 45 kg per bag.
• International flights: up to 32 kg per bag.
If your bag goes over these limits, it will need to be checked as more than one piece.
Prices vary by route. For more details, check the baggage page.
What’s included in your ticket depends on the fare you chose.
You can check whether you have free checked baggage and how many bags are allowed on GOL’s baggage page.
You can carry in your hand luggage:
• Documents and money
• Electronics and accessories (cell phone, notebook, tablet, camera, etc.)
• Medications, provided they are accompanied by a prescription (when necessary)
• Personal hygiene items (such as toothbrush, deodorant, makeup, etc.)
• Personal clothing and accessories
Tip: Carry valuable or fragile items, such as jewelry or electronic equipment, in your hand luggage.
For more details, see the rules on the GOL baggage page.
If you notice any issue with your baggage, such as damage, tampering, or loss, follow these steps:
If you’re still at the airport:
Talk to a GOL staff member before leaving the arrivals area to report the issue right away.
If you’ve already left the airport:
You can report it within 7 days after your flight, but the sooner, the better.
Talk to GAL and ask for help from one of our specialists.
If you wish, check other service channel here.
No. If all sections are operated by GOL or partner companies, the baggage allowance is valid for
the entire route.For security reasons, some items can’t be carried in any bag, including:
• Fake weapons, fireworks, and explosives.
• Lighters and fuels.
• Gas containers, cylinders, and camping stoves.
• Hazardous chemicals.
• Toxic, infectious, or radioactive materials.
• Flammable liquids.
• Mercury thermometers.
• Bleach, chlorine, and powdered detergent.
See the full list on GOL’s baggage page.
Each passenger can bring 1 small carry-on bag up to 10 kg, stored in the overhead bin.
Maximum size: 55 cm x 35 cm x 25 cm (including wheels and handles).
If it exceeds these limits, it must be checked.
Yes. If the ticket was purchased through an agency or other website, request the purchase of extra baggage directly through the channel where you purchased it. They are responsible for managing your Reservation and including this service.
You can also check what's already been included by accessing the My Trips area.
You can buy extra luggage through the GOL website or app, in the My Trips area:
• Locate your Reservation with code, origin and last name or log in to your GOL Account
• Select the extra baggage option on your flight
The purchase can be made:
• Before the flight, during the management of the Reserve
• At the time of check-in (online or at
We recommend buying in advance as the prices are generally better.
Excess baggage (when your bag goes over the allowed weight or size) can only be paid for at the airport, when you check in your bag.
So if you already know you’ll be carrying extra weight, it’s a good idea to buy extra baggage in advance. It’s usually cheaper than paying for excess at the airport.
Yes, alcoholic beverages are allowed to be transported - as long as you are over 18 years old and follow certain rules:
• The limit is up to 5 liters per person, with packages of a maximum of 1 liter each
• The beverage must be industrialized, sealed and in suitable packaging (to avoid leaks)
• Drinks with an alcohol content above 70% are not allowed
• It is possible to carry part in hand luggage and part in checked baggage
If you are going to ship the volume:
• It will be deducted from your baggage allowance
• The packaging must be in good condition
• The client assumes responsibility for possible damages (such as breaks or leaks
For more details, visit the GOL baggage page.
If you have forgotten any item on board, talk to GAL and request to speak to one of our specialists. Enter the flight number, date of travel, and a description of the item so that the team can record the search.
Cada bagagem despachada pode pesar até 23 kg e medir no máximo:
50 cm de largura, 80 cm de altura e 28 cm de profundidade.
Se ultrapassar esse peso:
• Em voos nacionais: o limite por peça é de 45 kg
• Em voos internacionais: o limite por peça é de 32 kg
Caso passe dessas medidas ou do peso, será necessário dividir a bagagem em mais de um volume.
Para itens fora do padrão (instrumentos, TVs, equipamentos), confira as regras na página sobre bagagens da GOL.
Yes. Go to My Trips to buy or change your seat, as long as your fare allows it.
If you’re logged into your GOL Account, you can also manage seats under Upcoming Trips.
The best way to ensure that all travelers stay together is to choose seats in advance, before automatic booking (which begins 60 hours before the flight).
Depending on the rate and your Smiles category, this choice may have an additional cost.
If seats are not chosen, automatic booking will attempt to keep travelers from the same Reservation together, but this is not guaranteed.
Yes! If you want more comfort or need extra space (for example, to carry a musical instrument in the cabin), you can reserve an extra seat.
This can’t be done on the website. To request it, talk to GAL, GOL’s virtual assistant.
You can also check other customer service channels.
Important:
• Pricing follows the fare available at the time of booking.
• No boarding tax is charged for the extra seat.
• The extra seat does not include extra baggage.
You can choose your seat when buying your ticket or later by going to My Trips on GOL’s website or app.
Seat selection depends on availability and may have an extra cost, depending on your fare and the seat type (Economy or Comfort).
If no seat is selected in advance, GOL will automatically assign one starting 60 hours before the flight.
More details are available on the Economy Seat and Comfort Seat pages.
You can track all your trip details in My Trips using your booking code, origin, and last name, or by logging into your GOL Account.
If you have a GOL Account, simply log in to check your Reservations.
If not, talk to GAL or access our service channels
You can access My Trips without logging in. Just enter:
• Booking code or ticket number
• Trip origin
• Passenger’s last name (exactly as on the ticket)
Keep in mind:
• The booking code has 6 letters/numbers.
• The ticket number has 13 digits.
When the purchase is completed, GOL shows your booking code on screen and sends an email with all trip details.
If this didn’t happen, the ticket may not have been issued correctly. To check, go to My Trips using the booking code (if available), origin, and your last name.
If you don’t have this information, talk to GAL and use the customer service channels.
It’s also a good idea to confirm with your card issuer or payment app that the transaction was completed.
If the amount has already been debited and you haven't received confirmation of the purchase:
• Access the My Trips area to verify that the Reservation was generated
• If you don't have an account or can't locate the ticket, talk to GAL, our virtual assistant, or consult our service channels
Even if you bought your ticket through a third party, you can still access your trip in My Trips.
Just enter:
• Booking code or ticket number.
• Trip origin.
• Your last name.
After completing your purchase, the booking code appears on the screen and you’ll receive a confirmation email.
To make sure everything went through:
• Check if the charge appears on your card or bank statement
• Go to My Trips using your booking code, or log into your GOL Account
If you didn’t receive the email or can’t access your booking, talk to GAL or check the support channels.
If you’ve already checked in but changed your plans or need to adjust something, you can cancel your check-in on this page or in the GOL app.
Just a reminder: cancellation must be done before the check-in deadline for your flight. After that, it’s no longer possible.
You can check in using the GOL app or website by going to My Trips.
Check-in opens 48 hours before the flight and closes 1 hour before departure.
Your boarding pass is available as soon as you check in.
You can access it in the GOL app or view your boarding pass here.
If you haven’t checked in yet, just do it. Check-in opens 48 hours before the flight and can be done on the website, app, or at the airport.
Checking in online is a practical alternative, but may not be available in some cases. If this happens, check in directly at the airport, on the totems, or at the GOL counter.
Some reasons that prevent online check-in:
• The route requires extra document verification or security, such as international flights
• It is necessary to validate health data or entry into the destination country
• The Reserve has special service, such as for people with disabilities or unaccompanied children
• In some cases, the payment of the Reserve may undergo an additional security check, which requires in-person assistance
Arrive at the airport early to ensure a smooth departure.
Names with inversions (e.g., “Silva Maria” instead of “Maria Silva”) or minor typos (e.g., “Josse” instead of “Jose”) can be corrected, provided that the change does not mischaracterize the traveler - that is, it is still possible to identify them, since the exchange of travelers is not allowed.
Corrections must be requested prior to check-in.
To make this adjustment, contact GAL or access our service channels.
No. The change of traveler is not allowed, even if the ticket is still valid and the check-in has not been
made.If you are no longer able to travel, cancelling or rescheduling your ticket must follow the fare rules of your reservation.
To learn more, see the cancellation and refund page or talk to GAL.
You can correct some ticket details, such as typos, incomplete names, or reversed names, as long as the change does not alter the passenger’s identity.
Example: changing “Maria Siva” to “Maria Silva” is allowed.
Changing “Maria Silva” to “Maria Souza” is not possible, as it counts as a passenger change.
If your booking includes partner airlines, different rules may apply.
Corrections must be requested before check-in. To do this, contact GAL, GOL’s virtual assistant, or use the customer service channels.
Yes! Even if the credit is in your account, you can use it to buy tickets or services for someone else.
• Make sure you're logged in to the same account used for the purchase or cancellation
• Confirm that the change or cancellation has already been completed
• Wait a few hours after the request
If the credits still don't appear, talk to GAL, our virtual assistant, or access our service channels.
Yes! Even if the credit is in your account, you can use it to buy tickets or services for someone else.
No. Credits are linked to the account where they were generated, but they can be used to buy tickets or services for other people.
After 365 days from the issue date, credits expire and can no longer be used.
You can use your GOL Credits to fully or partially pay for GOL tickets and services (such as luggage, seat, etc.), on the website or in the app.
At the payment stage, choose the “GOL Credit” option. They are available for 365 days from the date they were generated.
Yes. Just enter your card details correctly at the time of purchase.
The cardholder does not have to be the traveler.
Yes. Purchases made through the GOL Reservations Center, stores, or kiosks may include a service fee, calculated as follows:
• R$ 40.00 for purchases up to R$ 299.99
• 10% of the fare value for higher amounts
You can pay for your GOL ticket and services through the website or app with:
• Credit card (we accept all major flags)
• Pix
• Digital wallets (such as PayPal and options integrated into the app)
• Smiles Credit Card or GOL Negócios Card
If the purchase is made at physical GOL stores or at the airport, it is also possible to pay in cash (national currency).
If your payment is not approved, we suggest:
• Checking with your bank or card issue to see if there was a block or refusal
• Making sure all card details were entered correctly (number, expiration date, security code, and billing address)
In some cases, the card network may block the charge for security reasons. The amount is not held, the payment is simply declined.
The prices are dynamic and reflect the availability of seats in real time.
If someone else buys in the middle of the process, or if the chosen rate is sold out, the amount may go up before you complete the purchase.
Therefore, we recommend completing the payment as soon as possible after selecting the flight.
Selecione o assunto
- Meu Voo foi Alterado ou Cancelado
- Meu Voo Está Atrasado
- Quero Alterar ou Cancelar Minha Viagem
- Reembolso
- Bagagem
- Assento
- Quero Saber o Status da Minha Viagem
- Como Fazer Meu Check-In e Obter Meu Cartão de Embarque?
- Correção de dados na reserva
- Créditos GOL
- Quais são os Valores e Métodos de Pagamento Disponíveis?
- Comprei Minha Passagem com Agência ou Outros Sites
- Quais Documentos e Informações Preciso para o Embarque?
- Viagem com Pet
- Necessidades Especiais
- Quais Serviços Estão Disponíveis a Bordo?
If your flight is changed or canceled, we’ll let you know by email.
Your available options depend on the type of change:
Changes of up to 30 minutes
• Your flight remains confirmed — no action is needed.
• If you choose to change your trip, fare rules and possible fees will apply.
Changes over 30 minutes
You can:
• Confirm the new suggested flight.
• Choose another available flight at no extra cost through My Trips.
Cancel your trip and request a full refund, available as:
• GOL Credit (released within up to 1 hour after logging in).
• Original form of payment, with timing depending on the payment method.
Cancellations
If your flight is canceled, you can also:
• Choose another flight at no additional cost.
• Request a full refund using the same options above.
Any change will be notified by e-mail, using the address registered in the Reserve.
You can also check the details at any time by accessing the My Trips area, on the GOL website or app, using your Reservation details. There you can also update your contact information if necessary.
If none of the alternatives meet your travel plan, you can cancel the Reservation and request a refund:
• Through the link that came in the email notifying the change or
• Accessing the My Trips area on the GOL website or app
The refund can be made:
• In GOL Credit (released within 1 hour, with login)
• Or in the original form of payment, depending on the method used
If you purchased your ticket through an agency or other website, you must contact the purchase channel to check if there have been any changes and, if so, manage your Reservation there.
If your flight is delayed, you will be informed about the travel status every 30 minutes, as required by ANAC.
If the delay is longer than 30 minutes and impacts your plans, you can:
• Choose another available flight
• Cancel the trip and request a full refund
If you need support, our team is here to help you.
You can follow the updated status of your flight:
• Through the GOL website, accessing Flight Status
• On the airport information boards or
• Using the boarding pass in the GOL app, if you have already checked
If the delay results in a flight cancellation, you can:
• Be rebooked on another GOL flight.
• Reschedule your trip for another date, with the same origin and destination.
• Cancel your trip and request a full refund.
You can manage these options in My Trips or with support from our customer service team.
If your ticket was purchased through an agency or other travel site, the reservation is serviced and managed directly through that channel.
In this case, you must:
• Contact the agency or site where you purchased
• Request cancellation or rescheduling directly with them
They will guide you about the options available, according to the rate and the purchase rules.
Cancellation rules vary depending on:
• The chosen rate
• The type of flight (domestic or international)
• The date of purchase and shipment
If the purchase was made less than 24 hours ago and the flight is scheduled for 7 days or more, the cancellation can be made free of charge.
After this deadline, fees may apply according to the rules of your rate.
Check out all the details on the cancellation and refund page.
The rules vary depending on the fare chosen and the type of flight (domestic or international).
There may be:
• Rescheduling fee
• Value difference between the original and the new flight
If you are not going to board the outbound flight, it is essential to let GOL know before the trip - otherwise, the return leg will be automatically canceled.
To solve it, talk to GAL, our virtual assistant, and request assistance with one of our agents.
The return flight will be reissued at a new fare (without a departure requirement), and fees and difference in value may apply.
If the ticket was issued with Smiles miles, VoeBiz points, or through another sales channel (such as an agency or partner site), consult directly with the issuer to find out what rules and options apply.
You can cancel your ticket by accessing the My Trips area.
You can locate your Reservation in two ways:
• Logging into your GOL Account
• Or by entering the Reservation code, origin and surname
After confirming the cancellation, you can choose how you want to receive the refund:
• GOL Credit: released within 1 hour and valid for 12 months (must be logged in to the account)
• Same payment method used for the purchase: the deadline varies depending on the method
Check out more details on the cancellation and refund page.
The ticket is valid for 365 days from the date of issue.
All actions - such as rescheduling, canceling, or requesting a refund - must be done within this period, according to the rules of your rate.
After this period, the ticket can no longer be used.
You can view your ticket information in the My Trips area.
Cancellation and change rules depend on the fare you selected and the purchase date.
To check if there are any fees or see which options are available, go to My Flights on the Smiles website or app.
You can change your trip by accessing the My Trips area, entering the Reservation code, origin and surname, or by logging into your GOL Account.
Here's how it works:
• Anticipate the flight:
— Available on the same day of the trip, for flights operated by GOL
— Subject to the chosen rate and the category in the Smiles Club
— The origin and destination must be the same
Learn more about flight anticipation.
• Reschedule the flight:
— It can be done up to 1 hour and 30 minutes before the domestic flight or 2 hours and 30 minutes before the international flight
— Fee and fare difference may be charged
If you are unable to attend boarding and are considered a “no-show”, you will not be able to reschedule or cancel your ticket after the flight time, even if a fee is charged.
This rule applies to all tickets issued after October 14, 2025.
If your ticket was issued before that, please review the previous no-show rules.
• If the order was placed on the GOL website or app, follow the My Trips area, using the Reservation number
• If it was done through the Service Center, the protocol number will be used to monitor the status
Save your Reservation code and/or protocol number for easy tracking.
You can request a refund of your ticket in the My Trips area, entering the reservation code or logging in to your GOL account.
The possibility of a refund depends on the chosen rate. In general, two forms of return are offered:
• GOL credit (valid for 12 months, released within 1 hour) — available with login only
• Original payment method — the deadline varies depending on the method used
• Fees or withholding may apply, depending on the fare rules
The conditions for reimbursement - such as deadlines, fees, and eligibility - vary depending on the rate. See the rates page for details.
The process must be started with the same channel where you bought the ticket.
• If there are more than 48 hours before the flight, the agency or partner website is responsible for submitting the request.
• If the flight is within 48 hours, you can contact GAL for guidance, but the agency will still be responsible for completing the refund.
Details such as amounts and timelines are also provided by the channel that issued the ticket.
The deadline depends on the return method chosen:
• GOL Credit: released within 1 hour after cancellation
• Credit card: GOL transfers it to the bank within 7 business days. Thereafter, the amount can be reversed within 60 days, depending on the policy of your bank or operator
This is common with credit card purchases. Even after cancellation, the amount may appear on the current bill and be reversed on the next bill -
or as a credit.GOL sends the amount to the administrator within 7 business days, and the rest of the process depends on your operator. If in doubt, please contact your bank directly.
If you are traveling with non-standard items in a common suitcase - such as musical instruments, boards, bicycles, or TVs - the transportation is carried as separate luggage.
• These items have special dimensions and require extra care
• A fixed fee is charged, depending on the destination
• The item must be well packaged and identified
Smaller instruments (such as guitar and guitar) can be taken as common luggage if they are within the limit of your allowance and well accommodated.
Larger instruments (such as cello, tuba, or bass drum) must be carried as separate baggage.
Check out all the details and rules on the GOL baggage page.
For safety reasons, it is not allowed to carry in hand luggage:
• Sharp or piercing objects (scissors, knives, knives)
• Stun guns or pepper sprays
• Items that produce heat (such as large lighters or soldering iron)
• Flammable or explosive substances
• Electronic cigarettes (on international flights)
• Disability devices
The full list of restricted items is available on the GOL baggage page.
If you travel with cash, checks, or traveler’s checks totaling more than R$10,000 (or the equivalent), you must declare it to the Brazilian tax authority.
This declaration is called Electronic Declaration of Valuables (e-DBV) and must be completed before departure or upon arrival.
For jewelry and personal valuables, there’s no fixed amount, but you should be able to show they’re for personal use, especially on international trips.
Find more about the declaration on the Federal Reveneu Website.
Smiles customers are entitled to free luggage on GOL flights, depending on the category:
• Silver Smiles: 1 piece of luggage
• Smiles Gold: 2 bags
• Diamond Smiles: up to 3 free bags
These benefits apply to GOL flights and may vary on partner flights. Always check your rate and conditions at the time of purchase.
The rebooking of extra baggage is allowed before the date of the flight for which the service was purchased, as long as it is for the same type of service.
This means that:
• An additional baggage can be rebooked for another additional baggage on the same ticket
• There is no penalty for rescheduling
• There may be an adjustment of value if there are changes in price, exchange, or business rules
After the original flight date, the rebooking of baggage is not allowed.
To request the rescheduling, go to My Trips or talk to GAL and request the support of one of our specialists.
If you do not receive your baggage upon disembarkation, go to the GOL Baggage Service, still in the arrivals hall, and request the completion of the Baggage Irregularity Report (RIB).
After filling out the RIB, you can track the location of your baggage by entering the process number and your name on the tracking page.
Check out more information about deadlines or recommendations.
The refund for extra baggage depends on the fare of your ticket and the time of the request.
Before the flight date:
• Flex, Premium and INSIGNIA Business Flex fares allow the reimbursement of extra baggage, provided that it is requested before the flight
After the flight date:
• Refund of extra baggage is not allowed regardless of the fare
On flights with a lap infant (under 2 years old), you can check at no extra cost:
• 1 stroller
• 1 car seat or baby carrier
In addition, on international flights where the infant pays 10% of the fare:
• You can also bring up to 10 kg of carry-on baggage for the baby.
Other guidelines:
• The stroller can be used up to the aircraft door.
• Only foldable “umbrella-style” strollers may go in the cabin, depending on space.
• Extra items count toward the accompanying adult’s baggage allowance.
For more tips and details, visit the page for traveling with babies and minors.
If your bag exceeds the allowed weight (23 kg per bag), a fixed excess baggage fee will apply, depending on the destination.
Please note the maximum limits:
• National flights: up to 45 kg per bag.
• International flights: up to 32 kg per bag.
If your bag goes over these limits, it will need to be checked as more than one piece.
Prices vary by route. For more details, check the baggage page.
What’s included in your ticket depends on the fare you chose.
You can check whether you have free checked baggage and how many bags are allowed on GOL’s baggage page.
You can carry in your hand luggage:
• Documents and money
• Electronics and accessories (cell phone, notebook, tablet, camera, etc.)
• Medications, provided they are accompanied by a prescription (when necessary)
• Personal hygiene items (such as toothbrush, deodorant, makeup, etc.)
• Personal clothing and accessories
Tip: Carry valuable or fragile items, such as jewelry or electronic equipment, in your hand luggage.
For more details, see the rules on the GOL baggage page.
If you notice any issue with your baggage, such as damage, tampering, or loss, follow these steps:
If you’re still at the airport:
Talk to a GOL staff member before leaving the arrivals area to report the issue right away.
If you’ve already left the airport:
You can report it within 7 days after your flight, but the sooner, the better.
Talk to GAL and ask for help from one of our specialists.
If you wish, check other service channel here.
No. If all sections are operated by GOL or partner companies, the baggage allowance is valid for
the entire route.For security reasons, some items can’t be carried in any bag, including:
• Fake weapons, fireworks, and explosives.
• Lighters and fuels.
• Gas containers, cylinders, and camping stoves.
• Hazardous chemicals.
• Toxic, infectious, or radioactive materials.
• Flammable liquids.
• Mercury thermometers.
• Bleach, chlorine, and powdered detergent.
See the full list on GOL’s baggage page.
Each passenger can bring 1 small carry-on bag up to 10 kg, stored in the overhead bin.
Maximum size: 55 cm x 35 cm x 25 cm (including wheels and handles).
If it exceeds these limits, it must be checked.
Yes. If the ticket was purchased through an agency or other website, request the purchase of extra baggage directly through the channel where you purchased it. They are responsible for managing your Reservation and including this service.
You can also check what's already been included by accessing the My Trips area.
You can buy extra luggage through the GOL website or app, in the My Trips area:
• Locate your Reservation with code, origin and last name or log in to your GOL Account
• Select the extra baggage option on your flight
The purchase can be made:
• Before the flight, during the management of the Reserve
• At the time of check-in (online or at
We recommend buying in advance as the prices are generally better.
Excess baggage (when your bag goes over the allowed weight or size) can only be paid for at the airport, when you check in your bag.
So if you already know you’ll be carrying extra weight, it’s a good idea to buy extra baggage in advance. It’s usually cheaper than paying for excess at the airport.
Yes, alcoholic beverages are allowed to be transported - as long as you are over 18 years old and follow certain rules:
• The limit is up to 5 liters per person, with packages of a maximum of 1 liter each
• The beverage must be industrialized, sealed and in suitable packaging (to avoid leaks)
• Drinks with an alcohol content above 70% are not allowed
• It is possible to carry part in hand luggage and part in checked baggage
If you are going to ship the volume:
• It will be deducted from your baggage allowance
• The packaging must be in good condition
• The client assumes responsibility for possible damages (such as breaks or leaks
For more details, visit the GOL baggage page.
If you have forgotten any item on board, talk to GAL and request to speak to one of our specialists. Enter the flight number, date of travel, and a description of the item so that the team can record the search.
Cada bagagem despachada pode pesar até 23 kg e medir no máximo:
50 cm de largura, 80 cm de altura e 28 cm de profundidade.
Se ultrapassar esse peso:
• Em voos nacionais: o limite por peça é de 45 kg
• Em voos internacionais: o limite por peça é de 32 kg
Caso passe dessas medidas ou do peso, será necessário dividir a bagagem em mais de um volume.
Para itens fora do padrão (instrumentos, TVs, equipamentos), confira as regras na página sobre bagagens da GOL.
Yes. Go to My Trips to buy or change your seat, as long as your fare allows it.
If you’re logged into your GOL Account, you can also manage seats under Upcoming Trips.
The best way to ensure that all travelers stay together is to choose seats in advance, before automatic booking (which begins 60 hours before the flight).
Depending on the rate and your Smiles category, this choice may have an additional cost.
If seats are not chosen, automatic booking will attempt to keep travelers from the same Reservation together, but this is not guaranteed.
Yes! If you want more comfort or need extra space (for example, to carry a musical instrument in the cabin), you can reserve an extra seat.
This can’t be done on the website. To request it, talk to GAL, GOL’s virtual assistant.
You can also check other customer service channels.
Important:
• Pricing follows the fare available at the time of booking.
• No boarding tax is charged for the extra seat.
• The extra seat does not include extra baggage.
You can choose your seat when buying your ticket or later by going to My Trips on GOL’s website or app.
Seat selection depends on availability and may have an extra cost, depending on your fare and the seat type (Economy or Comfort).
If no seat is selected in advance, GOL will automatically assign one starting 60 hours before the flight.
More details are available on the Economy Seat and Comfort Seat pages.
You can track all your trip details in My Trips using your booking code, origin, and last name, or by logging into your GOL Account.
If you have a GOL Account, simply log in to check your Reservations.
If not, talk to GAL or access our service channels
You can access My Trips without logging in. Just enter:
• Booking code or ticket number
• Trip origin
• Passenger’s last name (exactly as on the ticket)
Keep in mind:
• The booking code has 6 letters/numbers.
• The ticket number has 13 digits.
When the purchase is completed, GOL shows your booking code on screen and sends an email with all trip details.
If this didn’t happen, the ticket may not have been issued correctly. To check, go to My Trips using the booking code (if available), origin, and your last name.
If you don’t have this information, talk to GAL and use the customer service channels.
It’s also a good idea to confirm with your card issuer or payment app that the transaction was completed.
If the amount has already been debited and you haven't received confirmation of the purchase:
• Access the My Trips area to verify that the Reservation was generated
• If you don't have an account or can't locate the ticket, talk to GAL, our virtual assistant, or consult our service channels
Even if you bought your ticket through a third party, you can still access your trip in My Trips.
Just enter:
• Booking code or ticket number.
• Trip origin.
• Your last name.
After completing your purchase, the booking code appears on the screen and you’ll receive a confirmation email.
To make sure everything went through:
• Check if the charge appears on your card or bank statement
• Go to My Trips using your booking code, or log into your GOL Account
If you didn’t receive the email or can’t access your booking, talk to GAL or check the support channels.
If you’ve already checked in but changed your plans or need to adjust something, you can cancel your check-in on this page or in the GOL app.
Just a reminder: cancellation must be done before the check-in deadline for your flight. After that, it’s no longer possible.
You can check in using the GOL app or website by going to My Trips.
Check-in opens 48 hours before the flight and closes 1 hour before departure.
Your boarding pass is available as soon as you check in.
You can access it in the GOL app or view your boarding pass here.
If you haven’t checked in yet, just do it. Check-in opens 48 hours before the flight and can be done on the website, app, or at the airport.
Checking in online is a practical alternative, but may not be available in some cases. If this happens, check in directly at the airport, on the totems, or at the GOL counter.
Some reasons that prevent online check-in:
• The route requires extra document verification or security, such as international flights
• It is necessary to validate health data or entry into the destination country
• The Reserve has special service, such as for people with disabilities or unaccompanied children
• In some cases, the payment of the Reserve may undergo an additional security check, which requires in-person assistance
Arrive at the airport early to ensure a smooth departure.
Names with inversions (e.g., “Silva Maria” instead of “Maria Silva”) or minor typos (e.g., “Josse” instead of “Jose”) can be corrected, provided that the change does not mischaracterize the traveler - that is, it is still possible to identify them, since the exchange of travelers is not allowed.
Corrections must be requested prior to check-in.
To make this adjustment, contact GAL or access our service channels.
No. The change of traveler is not allowed, even if the ticket is still valid and the check-in has not been
made.If you are no longer able to travel, cancelling or rescheduling your ticket must follow the fare rules of your reservation.
To learn more, see the cancellation and refund page or talk to GAL.
You can correct some ticket details, such as typos, incomplete names, or reversed names, as long as the change does not alter the passenger’s identity.
Example: changing “Maria Siva” to “Maria Silva” is allowed.
Changing “Maria Silva” to “Maria Souza” is not possible, as it counts as a passenger change.
If your booking includes partner airlines, different rules may apply.
Corrections must be requested before check-in. To do this, contact GAL, GOL’s virtual assistant, or use the customer service channels.
Yes! Even if the credit is in your account, you can use it to buy tickets or services for someone else.
• Make sure you're logged in to the same account used for the purchase or cancellation
• Confirm that the change or cancellation has already been completed
• Wait a few hours after the request
If the credits still don't appear, talk to GAL, our virtual assistant, or access our service channels.
Yes! Even if the credit is in your account, you can use it to buy tickets or services for someone else.
No. Credits are linked to the account where they were generated, but they can be used to buy tickets or services for other people.
After 365 days from the issue date, credits expire and can no longer be used.
You can use your GOL Credits to fully or partially pay for GOL tickets and services (such as luggage, seat, etc.), on the website or in the app.
At the payment stage, choose the “GOL Credit” option. They are available for 365 days from the date they were generated.
Yes. Just enter your card details correctly at the time of purchase.
The cardholder does not have to be the traveler.
Yes. Purchases made through the GOL Reservations Center, stores, or kiosks may include a service fee, calculated as follows:
• R$ 40.00 for purchases up to R$ 299.99
• 10% of the fare value for higher amounts
You can pay for your GOL ticket and services through the website or app with:
• Credit card (we accept all major flags)
• Pix
• Digital wallets (such as PayPal and options integrated into the app)
• Smiles Credit Card or GOL Negócios Card
If the purchase is made at physical GOL stores or at the airport, it is also possible to pay in cash (national currency).
If your payment is not approved, we suggest:
• Checking with your bank or card issue to see if there was a block or refusal
• Making sure all card details were entered correctly (number, expiration date, security code, and billing address)
In some cases, the card network may block the charge for security reasons. The amount is not held, the payment is simply declined.
The prices are dynamic and reflect the availability of seats in real time.
If someone else buys in the middle of the process, or if the chosen rate is sold out, the amount may go up before you complete the purchase.
Therefore, we recommend completing the payment as soon as possible after selecting the flight.
Ask your questions too with GAL, the GOL Virtual Assistant.
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