Flight Cancellation and Rescheduling Rules

Do you have any questions when cancelling, rescheduling or asking for a refund? You can count on GOL.

You can check below what you need to know to reschedule, cancel or require a ticket refund. In case you still have any questions, just contact us on one of our service channels.

To check more detailed information about each kind of rate and benefits included in them, click here.

Voluntary or involuntary change

It’s considered to be an original changed flight, flights which have their time changed (starting from 30 minutes on domestic flights or 1 hour on international flights) or cancelled performed unilaterally by GOL. (involuntary)

It’s considered to be an original not changed flight, flights which the passenger changes. (voluntary)

Cancellation and Refund Rules

Flights between 19/03/20 and 31/12/21

Notice:
If your refund has been requested by 31.12.2021, please contact our Customer Service 0800 704 0465.

In order for us to proceed, please have your ticket details ready. They will be needed to confirm some information.

Documents and information required

Booking code
CPF
ID
Address
Bank details of the person paying for the booking

Flights Rescheduling

calendário

Domestic and international flights rescheduling
Original changed flight (involuntary)
Original not changed flight (voluntary)

Domestic flights

	Original flight changed (Change bigger than 30 minutes, according to ANAC Resolution 400)	Original not changed flight to fly from Mar-2020 to Dec 2021	Original not changed flight to fly from Jan-2022
Reschuling fee	Free of charge	Free of charge	Charged
Tariff difference New travel will be to the same origin and destination	Free of charge	Charged (According to tariff rule, if any)	Charged (According to tariff rule, if any)
Re-routing New trip will not be to the same origin and destination	Not allowed	Allowed according to the tariff family Tariff difference may occur	Allowed according to the tariff family Tariff difference may occur
Deadline for making the new travel	365 days from reservation creation date	365 days from reservation creation date	365 days from reservation creation date

International flights ASU | MCO | MIA | EZE | MVD | PUJ | SCL | VVI | LIM | COR | CUN | MDZ | PBM | ROS | UIO

	Original flight changed (Change bigger than 1 hour, according to ANAC Resolution 400)	Original not changed flight to fly until 31-Dec-2021	Original not changed flight to fly from Jan-2022
Reschuling fee	Free of charge	Free of charge	Charged
Tariff difference New travel will be to the same origin and destination	Free of charge	Charged (According to tariff rule, if any)	Charged (According to tariff rule, if any)
Re-routing New trip will not be to the same origin and destination	Not allowed	Allowed according to the tariff family Tariff difference may occur	Allowed according to the tariff family Tariff difference may occur
Deadline for making the new travel	365 days from reservation creation date	365 days from reservation creation date	365 days from reservation creation date

Domestic flights

Original flight changed (Change bigger than 30 minutes, according to ANAC Resolution 400)

Rescheduling fee
Free of charge

Tariff difference
New travel will be to the same origin and destination
Free of charge

Re-routing
New trip will not be to the same origin and destination
Not allowed

Deadline for the new travel
365 days from reservation creation date

Original not changed flight to fly from Mar-2020 to Dec 2021

Rescheduling fee
Free of charge

Tariff difference
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)

Re-routing
New travel will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur

Deadline for the new travel
365 days from reservation creation date

Original not changed flight to fly from Jan-2022

Rescheduling fee
Charged

Tariff difference
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)

Re-routing
New travel will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur

Deadline for the new travel
365 days from reservation creation date

International flights ASU | MCO | MIA | EZE | MVD | PUJ | SCL | VVI | LIM | COR | CUN | MDZ | PBM | ROS | UIO

Original flight changed (Change bigger than 1 hour, according to ANAC Resolution 400)

Rescheduling fee
Free of charge

Tariff difference
New travel will be to the same origin and destination
Free of charge

Re-routing
New trip will not be to the same origin and destination
Not allowed

Deadline for making the new travel
365 days from reservation creation date

Original not changed flight to fly until 31-Dec-2021

Rescheduling fee
Free of charge

Tariff difference
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)

Re-routing
New trip will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur

Deadline for making the new travel
365 days from reservation creation date

Original not changed flight to fly from Jan-2022

Rescheduling fee
Charged

Tariff difference
New travel will be to the same origin and destination
Charged
(According to tariff rule, if any)

Re-routing
New trip will not be to the same origin and destination
Allowed according to the tariff family
Tariff difference may occur

Deadline for making the new travel
365 days from reservation creation date

Flight Cancellation

Cancelamento, crédito e reembolso

Cancellation with credit request of the amount
Original changed flight (involuntary)
Original not changed flight (voluntary)

Domestic flights

	Original flight changed (Change bigger than 30 minutes, according to ANAC Resolution 400)	Original not changed flight to fly from Mar-2020 to Dec 2021	Original not changed flight to fly from Jan-2022
Cancellation fee	Free of charge	Free of charge	Charged
Credit validity to use and fly	18 months from the request Original flight from Mar-2020 to Dec-2021	18 months from the request	12 months from the purchase
Credit validity to use and fly	12 months from the purchase Original flight from Jan-2022	18 months from the request	12 months from the purchase

GOL International Flights (All flights)

	Original flight changed (Change bigger than 1 hour, according to ANAC Resolution 400)	Original not changed flight to fly from Mar-2020 to Dec 2021	Original not changed flight to fly from Jan-2022
GOL cancellation fee	Free of charge	Free of charge	Charged
Credit validity to use and fly	18 months from the request Original flight from Mar-2020 to Dec-2021	18 months from the request	12 months from the purchase
Credit validity to use and fly	12 months from the purchase Original flight from Jan-2022	18 months from the request	12 months from the purchase

Domestic flights

Original flight changed (Change bigger than 30 minutes, according to ANAC Resolution 400)

Cancellation fee
Free of charge

Credit validity to use and fly
18 months from the request
Original flight from Mar-2020 to Dec-2021

Credit validity to use and fly
12 months from the purchase
Original flight from Jan-2022

Original not changed flight to fly from Mar-2020 to Dec 2021

Cancellation fee
Free of charge

Credit validity to use and fly
18 months from the request

Original not changed flight to fly from Jan-2022

Cancellation fee
Charged

Credit validity to use and fly
12 months from the purchase

GOL International Flights (All flights)

Original flight changed (Change bigger than 1 hour, according to ANAC Resolution 400)

GOL cancellation fee
Free of charge

Credit validity to use and fly
18 months from the request
Original flight from Mar-2020 to Dec-2021

Credit validity to use and fly
12 months from the purchase
Original flight from Jan-2022

Original not changed flight to fly from Mar-2020 to Dec 2021

GOL cancellation fee
Free of charge

Credit validity to use and fly
18 months from the request

Original not changed flight to fly from Jan-2022

GOL cancellation fee
Charged

Credit validity to use and fly
12 months from the purchase

Cancelamento, crédito e reembolso

Cancellation with request for a refund of the amount
Original changed flight (involuntary)
Original not changed flight (voluntary)

Domestic and International GOL partners flights

	Original changed flight (Regardless of the flight date)	Original not changed flight to fly from Mar-2020 to Dec 2021	Original not changed flight to fly from Jan-2022
Cancellation fee	Free of charge	Free of charge	Charged
Penalty and refund	No penalty Refund of the full ticket price	Penalty according to the tariff rule, if any.	Penalty according to the tariff rule, if any.
Deadline for the refund	12 months from the original flight date from Mar-2020 to Dec-2021	12 months From the date of the flight	7 Days From the request
Deadline for the refund	7 days from the request Original flight from Jan-2022	12 months From the date of the flight	7 Days From the request

7 days from request*
*The payment method used to purchase the airline ticket must be observed.

Domestic and International GOL partners flights

Original changed flight (Regardless of the flight date)

Cancellation fee
Free of charge

Penalty and refund
No penalty
Refund of the full ticket price

Deadline for refund
12 months from the original flight date from Mar-2020 to Dec-2021

Deadline for refund
7 days from the request
Original flight from Jan-2022

Original not changed flight to fly from Mar-2020 to Dec 2021

Cancellation fee
Free of charge

Penalty and refund
Penalty according to the tariff rule, if any.

Deadline for refund
12 Months
From the date of the flight

Original not changed flight to fly from Jan-2022

Cancellation fee
Charged

Penalty and refund
Penalty according to the tariff rule, if any.

Deadline for refund
7 Days
From the request

7 days from request*
*The payment method used to purchase the airline ticket must be observed.

Flight’s refund and GOL credit

If your refund has been converted into GOL Credit, check out the steps below to redeem it:

1

Visit the GOL website and log in to your account.
2

Click on the menu with the passenger’s name, and right after, on “Credit and Refund”.
3

On the next screen it will be possible to check your GOL Credit balance.
4

Go through the purchase process normally, choosing the selected journey.
5

After selecting your flight, click on “go to payment”.
6

When purchasing, select the option “GOL Credit”.

Cancellation or delay due to the closing of borders

If your flight has been delayed or canceled due to the closing of borders, the provision of assistance such as food, accommodation and transfer, facilities provided for in ANAC Resolution 400 will not be contemplated. In this case, GOL will help the Ministry of Foreign Affairs to locate and bring Brazilians abroad.
Save yourself some time

Our Customer Service Center (0300 115 2121) has a very long wait.

We are prioritizing the service of Customers with flights scheduled for the next 72 hours, but rest assured, everyone will be attended to.
Anonymous purchase

If you made your purchase through Anonymous Purchase (without login) and wish to cancel your ticket with a credit request, contact our Customer Service Center (0300 115 2121).

All rules adopted by the Company are in accordance with the provisions of the Conduct Adjustment Term (Termo de Ajustamento de Conduta – TAC) signed on 03/20/20, by the Ministry of Justice and Public Security (MJSP), Federal Public Ministry (MPF) and Public Ministry of the Federal District and Territories (MPDFT), with the Brazilian Association of Airlines (ABEAR).