Regras de cancelamento

Know the new rules for Groups, due to Covid-19

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.

¹These 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.

Check the policies in effect during this period.


Date Changes for Domestic and International Flights

Aeronave

Date Changes for Domestic and International Flight

Only one change is allowed, respecting the period of synchronization for Groups. Changes must be made before the original date of flight (1st flight of the reservation). High season: july, dezember, january, and holidays ( including the day after and before)


Flights inside Brazil and Uruguay

  From March 11th to Jul 31th (year 2020) From aug 1st to dec 31th (year 2020) From jan 1st (year 2021) Regular rules

Penalty for changes¹
 
Exempt     Exempt     Charged

Fare difference
 
Exempt     Charged, if any     Charged, if any    

Rerouting    
 

Allowed
According to the rule of the fare family purchased may include fare difference and fees

 
Allowed, fare difference charged Allowed, fare difference charged
Period of the new flight
According to the group synchronization¹    
 
According to the group synchronization¹     According to the group synchronization¹    

¹All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aereas.
Currently, synchronization of groups until Dec 10th 2020.

Only one change is allowed at no cost, respecting the period of synchronization for Groups. Changes must be made before the original date of flight (1st flight of the reservation). High season: july, dezember, january, and holidays ( including the day after and before).
 

Flights to Argentina, Bolivia, Chile, Estados Unidos, Equador, México, Paraguai, Peru, República Dominicana and Suriname.

  From March 11th to Jul 31th (year 2020) From aug 1st to dec 31th (year 2020) From jan 1st (year 2021) Regular rules

Penalty for changes¹
 
Exempt     Exempt     Charged

Fare difference
 
Exempt    
Depending on the season.
Exempt: high to high, high to low, low to low. Charged, if any: low to high

 
Charged, if any    

Rerouting    
 

Allowed
According to the rule of the fare family purchased may include fare difference and fees

 
Allowed, fare difference charged Allowed, fare difference charged
Period of the new flight
According to the group synchronization¹    
 
According to the group synchronization¹     According to the group synchronization¹    

¹All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aereas.
Currently, synchronization of groups until Dec 10th 2020.

Waiver Code: WAIVED DUE CE G3

 


New flights will be quoted depending on the current fare rule at the moment of the alteration. Fare difference will be charged if any.

Flights must be used within the validity of the ticket (1 year from the creation of the reservation), respecting the synchronization for GROUPS** reservations.

The request of the alteration must be done through Workflow, as if it were a new request of a Group, and the agency will have to inform in the OBSERVATION BOX the booking number (record locator) to be changed.

¹All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aereas.
Currently, synchronization of groups until Dec 10th 2020.


Date Changes for Domestic and International Flights

Aeronave

Date Changes for Domestic and International Flight

Only one change is allowed, respecting the period of synchronization for Groups. Changes must be made before the original date of flight (1st flight of the reservation). High season: july, dezember, january, and holidays ( including the day after and before)


Flights inside Brazil and Uruguay

From March 11th to Jul 31th (year 2020)

Penalty for changes¹: Exempt

Fare difference: Exempt

Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.

Period of the new flight: According to the group synchronization¹ 

From aug 1st to dec 31th (year 2020)

Penalty for changes¹: Exempt

Fare difference: Charged, if any

Rerouting: Allowed, fare difference charged

Period of the new flight: According to the group synchronization¹ 

From jan 1st (year 2021) - Regular rules

Penalty for changes¹: Charged

Fare difference: Charged, if any

Rerouting: Allowed, fare difference charged

Period of the new flight: According to the group synchronization¹ 

¹All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aereas.
Currently, synchronization of groups until Dec 10th 2020.

Only one change is allowed at no cost, respecting the period of synchronization for Groups. Changes must be made before the original date of flight (1st flight of the reservation). High season: july, dezember, january, and holidays ( including the day after and before).
 

Flights to Argentina, Bolivia, Chile, Estados Unidos, Equador, México, Paraguai, Peru, República Dominicana and Suriname.

From March 11th to Jul 31th (year 2020)

Penalty for changes¹: Exempt

Fare difference: Exempt

Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.

Period of the new flight: According to the group synchronization¹ 

From aug 1st to dec 31th (year 2020)

Penalty for changes¹: Exempt

Fare difference: Charged, if any

Rerouting: Depending on the season.
Exempt: high to high, high to low, low to low.
Charged, if any: low to high

Period of the new flight: According to the group synchronization¹ 

From jan 1st (year 2021) - Regular rules

Penalty for changes¹: Charged

Fare difference: Charged, if any

Rerouting: Allowed, fare difference charged

Period of the new flight: According to the group synchronization¹ 

¹All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aereas.
Currently, synchronization of groups until Dec 10th 2020.

Waiver Code: WAIVED DUE CE G3


New flights will be quoted depending on the current fare rule at the moment of the alteration. Fare difference will be charged if any.

Flights must be used within the validity of the ticket (1 year from the creation of the reservation), respecting the synchronization for GROUPS** reservations.

The request of the alteration must be done through Workflow, as if it were a new request of a Group, and the agency will have to inform in the OBSERVATION BOX the booking number (record locator) to be changed.

¹All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aereas.
Currently, synchronization of groups until Dec 10th 2020.

Non issued reservations

For valid reservations (without any payment) regular rules of GROUPS will apply in case of changes or cancellations.

Alterations: No fee for changes, but fare difference will be charged, if any.

The new flight must be used within the validity of the ticket (1 year from the creation of the reservation), according to the flights synchronization for GROUPS* reservations. In case you want to change it for the next period , the reservation will have to be canceled and you will need to wait for the synchronization.

Payment deadlines will depend on the fare rules already applied in the reservation.

*Synchronization period of flights for GROUP negotiations , currently until Dec 10th 2020.


Cancellation and Credit or Reimbursement

Aeronave

Cancellation and Credit or Reimbursement Domestic and International Flights

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).


Flights inside Brazil and Uruguay

  From Mar 11th to Dec 31th (year 2020) From Jan 1st (year 2021) Regular Rules
Cancellation and Credit
Cancellation and reimbursement
Validity of the Credit: 12 months from the original date of flight.
Period of the new flight: * 12 months, from the original date of flight (new flight: Fare difference will be charged if any);

 
Not allowed
Cancelling with refund

Allowed
Credit validity: use and flight until 31-dec-21*

Cancellation and reimbursement fee charged

 

*Except purchases via GDS where the term will be valid for the ticket


Flights to Argentina, Bolivia, Chile, Estados Unidos, Equador, México, Paraguai, Peru, República Dominicana and Suriname.

  From March 1st 20 to Mar 31st-21 From Apr 1st (year 2021) Regular policies
Cancellation and Credit

Allowed
Credit validity: use and flight until 31-dec-21*

Not allowed
Cancelling with refund

Cancellation fee exempt
Reimbursement fee: Charged, fare rules apply.¹
Reimbursement deadline: 12 months from the original date of the cancellation Original method of payment will be used for the reimbursement

Cancellation and reimbursement fee charged

*Except purchases via GDS where the term will be valid for the ticket

Cancellation and Credit or Reimbursement

Aeronave

Cancellation and Credit or Reimbursement Domestic and International Flights

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).


Flights inside Brazil and Uruguay

From Mar 11th to Dec 31th (year 2020)

Cancellation and Credit: Cancellation and reimbursement.
Validity of the Credit: 12 months from the original date of flight.
Period of the new flight: * 12 months, from the original date of flight (new flight: Fare difference will be charged if any);

Cancelling with refund: Allowed.
Credit validity: use and flight until 31-dec-21*

From Jan 1st (year 2021) - Regular Rules

Cancellation and Credit: Not allowed

Cancelling with refund: Cancellation and reimbursement fee charged

*Except purchases via GDS where the term will be valid for the ticket
 

Flights to Argentina, Bolivia, Chile, Estados Unidos, Equador, México, Paraguai, Peru, República Dominicana and Suriname.

From March 1st 20 to Mar 31st-21

Cancellation and Credit: Allowed.
Credit validity: use and flight until 31-dec-21*

Cancelling with refund: Cancellation fee exempt
Reimbursement fee: Charged, fare rules apply.¹
Reimbursement deadline: 12 months from the original date of the cancellation Original method of payment will be used for the reimbursement

From Apr 1st (year 2021) - Regular policies

Cancellation and Credit: Not allowed

Cancelling with refund: Cancellation and reimbursement fee charged

*Except purchases via GDS where the term will be valid for the ticket

The price of the new flights will depend on the current fare at the moment of the alteration. New flights will be quoted depending on the current fare rule at the moment of the alteration. Fare difference will be charged if any¹.

Changes/Refund: in the case of expired tickets, changes and refund will not be possible.

¹Rule valid for cancellations made voluntarily by the customer.


Non issued reservations

For valid reservations (without any payment) regular rules of GROUPS will apply in case of changes or cancellations.

Cancellation: In case of cancelling a reservation no penalty or fee for reimbursement will be applied, as long as no payment has been made.

¹Rule valid for cancellations made voluntarily by the customer.

*All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aerea

** Respecting the synchronization period of flights for GROUP negotiations , currently until Dec 10th 2020.


How to use tour Credit

Credits can be used only once and only to make a payment of a group reservation currently existing or a new reservation, at the same or a higher value than the remainder.

Non used credits until the deadline date will not be refunded.


Credit of an issued Reservation:
•  Validity of the Credit: 12 months from the original date of flight.
•  Period of the new flight: 12 months from the original date of flight. Flight Synchronization for GROUPS** reservations must be considered at the moment of the negotiation.

Advanced payment credit
•  Validity of the credit: until Feb 01st 2020.
•  Period of the new flight: Flight Synchronization for GROUPS** reservations must be considered at the moment of the negotiation.

Fare Policy: New flights will be quoted according to the current fare at the moment of the request, fare difference will be charged if any. This rule will be applied regardless the nature of the credit (issued reservation or a reservation with an advanced payment).

Request: regular flow for groups negotiations will apply, and at the moment of the request, the client must inform that the credit will be used as a method of payment identifying the involved booking number.
•  Deadline for assistance: 72 working hours.

Payment: when credits are used as a method of payment, they will only be made through our After-Sales Team area by telephone. In case you have a reservation with an advanced payment the complete payment should also be made through this same area.
•  Important: The travel Agency will be responsible for controlling the deadlines and also to make the contact with the company during working time ,in order to ensure the processes of the payments. GOL will not take the responsability in those cases where there is not enough working time to process the payments.

*All the conditions indicated in the policy reflex a flexibility exclusive of Gol Linhas Aerea

**Respecting the synchronization period of flights for GROUP negotiations , currently until Dec 10th 2020.