How can I check-in online or on my cell phone? 

To check-in on your phone, you must download GOL’s App on Apple Store or Play Store and follow the indicated steps. 

Pay attention to check-in times on the online channels: 

• Domestic and international flights: check-in available from 48 hours to 1 hour before the flight. 
• Flights going or departing to the United States operated by GOL: check-in available from 24 hours to 1 hour before the flight. 

For more questions visit the “How to Check-in” webpage.

How to check-in at the airport? 

GOL customers can check in at self-service totems or at the service desk at the airport. They must have the reservation code (locator) and a valid ID document. Look for a GOL member of staff if you have any questions.

Stay tuned to the check-in deadline at the airports (via the counter):

• Domestic and international flights: service available from 3 hours to 1 hour before the flight.

The App says I’m not being recognized. 

Check if your registration was correctly made and make sure that there is not too much or too little lighting at the time of capturing the image. 

I need to transport a folding crib. What must I do? 

If you are traveling with infants, you can carry a folding crib. All you have to do is pack it well and check it in as baggage. 

How do I check a television? 

Televisions and electronic devices must be checked as checked baggage.

Can I take the baby cart?

If you are traveling with a lap baby (up to 2 years old), the baby stroller OR baby car seat travel as free baggage, i.e., they are not included in your allowance. In the cabin, you can only take the folding baby cart (like an umbrella), which may be placed in the baggage compartments. The bigger baby carts must be checked. If you prefer, you can use bigger baby carts until you arrive at the door of the aircraft, and from there, they will be taken to the cargo hold to be properly labelled.  

How do I check musical instruments?

Musical instruments are allowed in the cabin as long as they do not exceed the size and weight limits. Otherwise, they should be placed in the overhead bin as separate baggage. Preferably, instruments should be packed in special containers for fragile items to prevent possible damage during travel.
Cellos, tubas, double basses, bass drums and other instruments of similar size should be packed in rigid cases for transport in the overhead bin.
String and acoustic guitars do not qualify as Special Items. This means that you can carry them in the baggage compartment as a normal piece of baggage if it is included on your ticket. If not, you can still transport them by paying an additional piece. They must be packed in rigid boxes.
GOL will not be responsible for any damage that may occur to this type of baggage.

Is there a limit on the value (jewels, money, etc.) to enter another country? 

Any traveller who leaves the country or enters it with cash, checks or traveller's checks above R$ 10,000.00 (ten thousand reais) – or the equivalent in foreign currency – must make an Electronic Declaration of Valuables Possession. 

What should I do if my baggage is damaged or misplaced? 

If your baggage was violated, damaged or if you identified any anomality on it, you can seek GOL’s staff before leaving the landing room at the airport. 

Which objects must be taken as carry-on baggage?

Money, documents and fragile or valuable objects, such as electronic equipment and accessories (mobile phones, cameras, notebooks, palms, tablets, camcorders, etc.), medicines, keys, among others. 

Which objects are prohibited in the flight? 

GOL does not transport as carry-on or check baggage, the following items: 

• Lighters and its fuels; 

• Batteries with electrolytes; 

• Fireworks, explosives and flags; 

• False weapons; 

• Lighters 

• Tear gas; 

• Camping stoves, gas cylinders and scuba cylinders 

• Paints, varnishes and hairsprays; 

• Toxic and infectious products and radioactive materials; 

• Chemical products such as: fertilizers, herbicides, pesticides and insecticides 

• Bleach, Chlorine and Powder Soap; 

• Flammable liquids such as gasoline, thinners, solvents and acetone 

• Mercury thermometers and barometers. 

For more information about baggage, weights and objects restrictions, click here.

Can I check sports equipment as baggage? 

Sports equipment must be transported as Special Items because it has special dimensions and cannot be checked in as checked baggage. In these cases, a fee will be charged depending on the item and your destination.

Click here for more information, 

Can I transport alcoholic beverages in the baggage? 

​Yes, since you are 18 or older and follow some rules.

The total volume of alcoholic beverages allowed per person is up to 5 liters, provided that each volume does not exceed 1 liter. This allowed amount can be distributed both in carry-on luggage and in checked baggage, as long as it does not exceed the maximum allowed volume of 5 liters. The drink must be industrialized, stored in a suitable packaging (which prevents leakage) and sealed by the supplier. If the seal is broken or the drink has an alcohol content above 70%, checking will be prohibited. 

The transport of beverage boxes must follow the rules mentioned above. The dispatch of the box will be made upon the client's knowledge and authorization. This means that the customer is responsible for any damage suffered by the volume and its contents, exempting GOL. 

If you choose to check the volume, remember that it will be deducted from your checked baggage allowance. 

Where and how can I purchase baggage?

Baggage purchasing is available on every sales channel: website, app, mobile, customer service, totem, VoeGOL stores and check-in service counters at the airports, until check-in period is finished. If you choose to purchase via totem, remember that the payment must be done only by credit card. The totem also does not allow the purchase on reservations which have children or babies. It worth to mention that you can hire the service with a discount on all the other channels, except the on the check-in service counter. 

How much will I be charged for overweight baggage?

If your baggage exceeds 23 kg, you will be charged a fixed overweight fee based on your destination. No piece may exceed 45 kg for domestic flights and 32 kg for international flights.
Need more information about baggage, weight and object restrictions? Click here.

Which dimensions and weights are allowed for the carry-on baggage? 

Carry-on baggage must weight up to 10 kilos and be within the dimensions: 35 x 25 x 55cm (length x width, height). If the baggage exceeds the weight or volumes allowed, it must be checked at the check-in 

Which dimensions and weights are allowed for the checked baggage? 

Checked baggage must weight up to 23 kilos and be within the dimensions 50 x 28 x 80cm (length x width, height). 

Does the cost of checked baggage vary by flight?

Yes, click here to learn more.

I am entitled to one free baggage, but I need to check two. Which one of the baggage will be charged?

You will be charged by the value of the second checked baggage. In other words, your first baggage is free of charge and the second on must be paid.

I bought the baggage for the outbound flight; do I also need to buy it for the return flight? 

Yes. You need to purchase additional baggage service for both your outbound and return flights. 

I have a flight with a stopover or connection. Do I need to buy baggage for each flight? 

No. Baggage purchase is valid from origin to final destination, regardless of flight stopover or connection. 

How can I purchase baggage with a discount?

Baggage can be purchased with a in advance on the self-service channels (website, App, totem), VoeGOL stores, airports and via Customer Service. If you choose totem, pay attention to the restrictions: debit cards are not accepted; Baggage purchases on reservations which have children or babies are not allowed.

Can I pay my baggage on cash?

Yes, GOL’s stores inside and outside the airports accept cash.

I purchased more baggage than I am going to use, am I entitled to a refund?

Yes, all customers are entitled to full refund or credit on baggage not checked. You can ask for your refund through the website, totem, app and Customer Service before or after the flight. 

I lost my flight with baggage purchased. How should I proceed?

In case of no-show, the value of the baggage purchased in fully refunded to the customer.

I have to volumes with 10 kilos each. Can I buy only one baggage to check?

No. Regardless of the sum of the weight being less than 23 kilos, to check two volumes you must buy two baggage.

I need to check in a bag that weighs more than 23 kg. What should I do?

If your baggage exceeds 23 kg, you will be charged a fixed overweight fee based on your destination. No piece may exceed 45 kg for domestic flights and 32 kg for international flights. For baggage limits on partner flights, check the rules of the airline you are traveling with.
Need more information about baggage, weight and object restrictions? Click here.

Can I purchase excess baggage in advance? 

No. Excess baggage will be charged only when checking the baggage. 

I have baggage exemptions from the acquired Fare and from the Smiles Program class. Can I add up the benefits? 

No, exemptions are not cumulative. You will be entitled to the benefit with greater exemption. For example, a Diamond customer (3 exemptions) travelling on the Plus rate (1 exemption) is entitled to check 3 bags free of charge. 

I am a Smiles customer and issued a GOL ticket with miles. How can purchase baggage? 

If you have issued your ticket with Smiles’ miles and need to take more baggage for your trip, you must buy it in advance on the Smiles website. If you prefer, the purchase can also be made at the time of check-in through GOL's channels (website, App, totem). 

I am travelling with a lap child (up to 2 incomplete years of age). Which and how many volumes can I take for free? 

On domestic flights lap children remain entitled to check 01 baby cart and 01 baby car seat or 01 baby-comfort. On international flights, when babies pay 10% of the fare, beyond the items above, they are entitled to 10 kilos of carry-on baggage.

For baggage weight limits in international destinations, contact the GOL Online Service. For more information about baggage, weights and object restrictions, click here.

Items not described above must be included in the responsible person's baggage allowance. You can choose to drive the cart to the aircraft door. Only a foldable baby cart (like an umbrella) is allowed on board, if there is space on the aircraft. 

Which will be the baggage rules for flights operated by GOL’s partners airlines? 

Passengers flying with GOL's airline partners will have the partners' baggage allowances honored. If the customer exceeds the baggage allowance established by the partner, excess baggage will be charged in accordance with the current rule of the partner. 

If there is a segment operated by GOL in the same reservation / locator, there will be no baggage charge and these customers will have their partners' baggage allowances honored. The same rule applies for “Multiple segments” flights, when one of the segments is operated by a partner company. 

To learn about each partner's baggage rules, click here.

How many checked bags can I purchase?

Each passenger is allowed to purchase up to 5 bags, as long as they are within the dimensions and weight allowed.

Which are the benefits of each Smiles class to check baggage? 

Silver Customers are entitled to the 1st free bag, Gold Customers can check up to the 2nd free bag and Diamond Customers are entitled to up to the 3rd free bag. 

I want to check a lot of bags. How many bags can I purchase?

Each customer can purchase up to 5 bags weighing up to 23kg each. If your baggage exceeds 23 kg, you will be charged a fixed overweight fee based on your destination. No piece may exceed 45 kg for domestic flights and 32 kg for international flights. Find out more about overweight baggage here.

How many kilos of overweight baggage can I purchase? 

If your baggage exceeds 23 kg, you will be charged a fixed overweight fee based on your destination. No piece may exceed 45 kg for domestic flights and 32 kg for international flights.

Do children get a discount on airline tickets?

On national or international flights operated by Gol, children between the ages of 2 and 12 pay the same fare as an adult. Babies from 0 to 2 years old do not pay for the airline ticket on domestic flights operated by Gol, they travel free of charge on the lap of the responsible adult, while on international flights they pay 10% of the adult fare for the airline ticket and travel on the lap of the responsible adult. Check out more information on boarding children and babies here.

I need to change a child's flight ticket. Will there be a fare difference?

There are no penalties for changing airline tickets for infants between 0 and 2 years old. Therefore, on national flights within Brazil on which infants travel free of charge, there will be no fare difference. However, on international flights, where infants pay 10% of the fare, there may be a difference in fares, depending on the new fare available on the day of the change, as well as any differences in boarding fees that may have been adjusted and applied to infants abroad.

To change air tickets for children between 2 and 12 years of age, a change fee will be charged according to the rules of the original fare purchased. In addition, there may be a fare difference of more or less depending on the fare available on the date of the change and also because there is no longer a discount for this type of passenger. In the event of changes, the fare rules and discounts of the new fare purchased will apply.

I tried to check-in online for a child younger than 16 years of age, but I was not able to. Why did this happen?

For domestic flights, online check-in can only be made for children younger than 16 years of age on the same locator as the guardian.  

In the case of unaccompanied children (with on adult on the same locator), it will be necessary to check-in at GOL’s service counter at the airport they are boarding, in order for us to check all the documentation. This rule applies for babies (up to 2 years of age), regardless of the guardian being on the same locator. 

I have a child who is a minor and needs to travel unaccompanied. What should I do? 

You must have a few documents for your child to travel with GOL. We do not transport children under 8 years of age unaccompanied by a guardian. If the child is in-between the ages of 8 and 15 years and 11 eleven months, the child must have an identification document such as passport, ID card (RG) or birth certificate (for children younger than 12 years of age). The documents can be original or legally certified copies, besides the travel authorization: - Authorization from any of the parents or a legal guardian, by means of public deed or private document legally certified by similarity or authenticity OR; - Valid passport which contains express authorization for the minor to travel unaccompanied OR; - Legal Authorization. 

I will travel with a child on a national route. What should I do?

Lap children (that is, those who are not yet two years old) do not pay for the ticket, but must travel in the lap of their guardian over 18 years of age. In the case of twins or triplets, one adult per child will be required. New-born babies can only travel after they are one week old. Children are considered to be persons aged two years or over, but who have not yet completed 12 years of age. Passengers over the age of 16 may travel unaccompanied, no parental or guardian authorization is required. 

In all cases of minors, the documentation for boarding will be, for parents or guardians, ID card (original or certified copy) or Birth Certificate (original or certified copy) or valid national passport (in the case of the Blue passport, a valid document of proof of kinship with the person responsible). Legal authorization is not required if the companion is over 18 years of age and can prove kinship up to the third degree (brothers, uncles or grandparents). If the child is traveling with another person who is not a family member up to the 3rd degree, it is necessary to present the Birth Certificate (original or certified copy) or original identification document with photo, valid throughout the national territory (such as ID card and passport), besides the written authorization by the child's father, mother or guardian, accompanied by the child's original documents. 

To validate the written authorization signature, it will be necessary to present an original document from the minor's father, mother or guardian. Judicial authorization with a digital signature is valid for unaccompanied minors boarding national and international flights operated by GOL. If the document is not presented, the minor can only board if the person responsible is present at the time of check-in. 

What to do when a father or mother has died? 

The original Death Certificate of the parent who has pasted must be presented if the child is travelling with only one of them. In case there is no original document, a legal authorization must be requested, because is not possible to present a copy of a Death Certificate. 

What is the “Voe Fácil” card?

It is a facilities card which works as a payment method for GOL’s airfare. With it, you can purchase travel tickets in up to 36 installments, with interest. 

Which are the payments methods for GOL’s tickets? 

GOL offers many payment methods for to you purchase your ticket. Online, you can pay with Voe Fácil Card, Smiles Credit Card, GOL Business Card or with you credit card. GOL accepts the main brands available on the market. If the purchase is made at GOL’s stores or at airports, you can also pay in cash (national currency). And, through our Sales Center, calling 0300 115 2121, it is possible to purchase travel tickets on your credit card, Smiles Credit Card or GOL Business Card. To learn more, click here.

After choosing my installment plan, can I change the number of installments? 

No. After the purchased is completed, the number of installments cannot be changed. 

Can I pay for my trip’s installments in advance?

In case the payment has been done by credit card, you need to contact your card’s manager. If you purchased with the Voe Fácil Card, call 0300 789 7141.

I have cancelled my reservation, but I am still being charged on my credit card. What should I do? 

After cancellation and request for a refund, GOL will return the amount to your credit card company within 7 days, with the fees discounted and regardless of the payment method. Then, the administrator makes the invoice entry. Some companies continue to charge and charge back the amount on the invoice, while others cancel the charge as soon as they receive information from GOL. If you have any questions, please contact your card company. 

How can I request credit or refund of a ticket change or cancellation?

You should go to GOL's website (www.voegol.com.br) and access the Your flight option in the main navigation bar. Depending on the rate chosen, administrative fees and fines may be applied. Once the refund request is made and approved, GOL has up to 30 days to refund the amount to the customer. If payment was made by credit card, the closing date of the invoice is also considered. 

You can ask for credit or refund through our Customer Service, calling 0300 115 2121. 

If you are not registered on the website and want to manage your flight using the reservation code (locator), you will not be able to keep GOL’s credits. In this case, the only available option will be the refund. 

For more information on how to cancel or change flights online, click here. If you want to learn more about fees, fares and credits, click here.​

How is the Voe Fácil Card payment refund processed? 

An administrative cost between 10% and 20% is charged, depending on the tariff class, on the installment paid. The remaining amount will be refunded in the form of credit in the payment bill for the next installments. If the refund is for ticket cancellation less than 24 hours before the flight or after no-show, the administrative cost will vary from 10% to 30%. Besides that, a penalty per cancellation type is included.

I requested a credit for a ticket. How much time do I have to use it?

The credit is valid for one year from the date of booking the ticket for use or refund. For example, if you purchased a ticket on 01/01/2016 and canceled the flight, you have until 01/01/2017 (12 months after the purchase date) to use the credit, regardless of the date of cancellation of the reservation. Administrative fees may apply. Do you need more information? Click here.

I have left an opened reservation. Which is the deadline to issue the ticket? 

Opened reservations can be requested only through our Sales Center, calling 0300 115 2121. The deadline for payment is 72 hours, depending on the flight time. 

How do I get my invoice? 

GOL does not issue invoices to its passengers, due to a decision of the Federal Supreme Court (STF in the Direct Action of Unconstitutionality – ADIN n.º 1600-8). The boarding pass itself and the receipt are enough to document the operation. 

How can I check-in online or on my cell phone?

To check-in on your phone, you must download GOL’s App on Apple Store or Play Store and follow the indicated steps. 
Pay attention to check-in times on the online channels: 

• Domestic and international flights: check-in available from 48 hours to 1 hour before the flight. 
• Flights going or departing to the United States operated by GOL: check-in available from 24 hours to 1 hour before the flight. 

For more questions visit the “How to Check-in” webpage.

How long before the flight do I need to arrive at the airport for domestic and international travel?

For domestic travel, you must report to the airport's counter desk at least two hours before the flight's departure time. When traveling internationally, at least three hours before the flight. 

How to check-in at the airport?

GOL customers can check-in at the self-service totems or at the airport's service counter. They must have the reservation code (locator) and a valid identification document. If you have any doubts, contact a GOL operator. 
Pay attention to the check-in deadline at airports (via totem or counter) 

• Domestic flights: check-in available from 2 days to 40 minutes before the flight 
• International flights: check-in available from 2 days to 1 hour before the flight 

Which documents must I present in order to travel?

For domestic flights, any of the documents listed below is accepted (original or certified copy): 

• ID card (RG) issued by the Secretaries of Public Safety of the states or Federal District, with photo; 

• National Passport; 

• ID card issued by Ministries and bodies subordinate to the President of the Republic, including the Army, Navy, Air Force and Ministry of Defense commands; 

• National Driver’s License (physically and with photograph); 

• Professional cards issued by National Councils (photograph models), such as CREA, OAB, CRM, etc; 

• Work permit; 

• DNI (Identity National Document); 

• Electronic Electoral Card (with civil name or social name), valid only if Biometrics is registered; 

• In the case of Indians or natives, if the passenger does not have any of the documents listed, their boarding can be made with the presentation of the Identification Declaration issued by the National Indian Foundation (FUNAI) or any other document that identifies them, also issued by this organ; 

• CNH-e (National Electronic Driver's License) is now accepted for passenger boarding on domestic routes. To be a valid document, your information must match the information on your boarding pass. The document must be presented within the “CNH Digital” application on the passenger's cell phone. 

Notice: Screenshots or CNH-e photos are not valid for boarding. 

For international flights, check below the list of documents accepted by each country: 

• Argentina: ID card or passport;
• Bolivia: ID card or passport; 
• Chile: ID card or passport; 
• Colombia: ID card or passport;; 
• Panamá: ID card or passport; 
• Paraguay: ID card or passport; 
• Dominica Republic: passport; 
• Uruguay: ID card or passport;

Can I use a cell phone in the plane? And other electronic devices? 

At GOL, the use of portable devices is now allowed throughout the flight, including the take-off and landing processes, as long as they are in airplane mode. Devices without airplane mode must have Wi-Fi and Bluetooth turned off. Portable electronic equipment released for use are tablets, e-readers, smartphones, music players and video games. Telephone calls can be made before takeoff and after landing. Equipment such as portable notebooks and DVD players should be placed in the baggage compartment or placed in a backpack, under the seat, during takeoff and landing, for safety reasons. 

My documents were stolen and I need to travel. What to do? 

•  Brazilians over 18 years of age on domestic flights: 

In cases of theft, robbery or loss of identification document in Brazil, the passenger can present the Police Report, as long as it was issued less than 60 days ago. 

•  Brazilians over 18 years of age on international flights: 

In case of passport or identity card loss, tourists must file a police report with the police in the country where they are located and present it to the Brazilian Consulate. If the person needs to board on the same day that they lost their passport or ID card, they can request another document free of charge, called Authorization to Return to Brazil. For this, it is also necessary to make a police report and present some other identification document. In this case, the traveller must return directly to Brazil. The tourist can also seek guidance from the Ministry of Foreign Affairs (Itamaraty). 

•  Brazilian minors on international flights:

It is accepted for international boarding only the original passport within the expiration date or ID card issued by the Public Safety Secretary of state (for countries of MERCOSUL). There is no possibility of other document that can be used. 

•  Brazilians younger than 12 years of age on domestic flights:

For children boarding, the police report is not accepted. If the child under 12 has already made the outward journey, but lost the documentation during the trip, it is necessary to present an authorization from the Juvenile Court to return. Brazilians between 12 years old and 18 years old can board with the Police Report. 

I am a foreigner and I lost my documents for boarding. What should I do? 

The boarding of foreign passengers carrying only the Police Report (documents loss or theft) is not allowed. Those customers must seek the consulate or embassy of their country, with the Police Report in hands, to withdrawn the safe conduct, which will allow the return to their country of origin.  

What is the space GOL “Conte Comigo”?

It is an exclusive service location located in the departure lounges at the airports of Brasília, Congonhas (São Paulo), Santos Dumont and Galeão (Rio de Janeiro). In these spaces, you have telephones for direct contact with our Relationship Center and the Smiles Program. There are also self-service totems by which you can:

• Check your flight’s status; 
• Change your seat; 
• Anticipate, postpone or cancel flights; 
• Change your flight in case of rebooking; 
• Print voucher for food, transport, accommodation and communication, when necessary. 

Can I book an extra seat?

Clients who seek more comfort and privacy can purchase an additional seat in our flights. The service is especially sought after by people with obesity or passengers who need to carry musical instruments such as a cello in the cabin.

Do you wish to purchase an extra seat for your trip? 

It is just call 0300 115 2121 (phone call made from Brazil) or +55 (11) 5504 4410 (international calls). It is worth mentioning that is not possible to make that kind of reservations on GOL’s website. 

Important information about additional seat purchase: 

•  The charge is made according to the available fare at the moment of reservation; 
•  There is no departure tax for the additional seat; 
•  The purchase does not entitle you to additional baggage. 

What are the differences between scale and connection?

Stopover flights: If the aircraft you are traveling on is going to make a stopover, you do not need to disembark. The stopover is normally made to refuel the plane and/or so that new passengers can board. 

For a smooth and hassle-free trip, just follow our flight team's safety recommendations. Also keep your boarding pass in-hands as it will be validated again at the stopover airport. 

Connecting flights: in the case of connecting flights, it is necessary to leave the plane to reboard another aircraft. If you need to, ask the GOL team for information at the airport where you make your first stop. 

For connecting flights, it is important to know: 

• You don't need to pick up your baggage from the first plane, just at the final destination. The exception is only for flights coming from Miami or Orlando with a stopover at Brasília or Fortaleza airports; 
•  You don't need to check in again; 
•  On international flights, when entering the departure area, you must go through the local Federal Police to carry out the immigration process. Because of this, agents will recheck documents; 
•  Passengers who need special assistance, such as the elderly, pregnant women, people with disabilities and limited mobility, have priority on boarding, as well as customers of the Smiles Diamond, Smiles Gold and Delta Elite relationship programs. 

If you have a flight scheduled to Miami or Orlando with a connection in Brasília and departure in São Paulo (CGH and GRU), Rio de Janeiro (GIG and SDU) or Belo Horizonte (CNF), it is very important to pay attention to the connection time limit. 

This recommendation is made because, in order for our customers to get to the United States very quickly, the connection time at Brasília airport is not very long. Tip: to make the right route and not waste time, follow the signs at the airport, avoid stops and go straight to your connection. 

Information on baggage collection on connecting flights: 

•  On flights departing Brazil to Miami or Orlando, you check your bag at the airport of origin and only need to pick it up when you get to your final destination; 
•  On flights departing from Miami or Orlando to Brazil, you need to pick up your baggage at Brasília or Fortaleza airport during the connection. In this case, then, it is necessary to exit immigration, collect the baggage at the conveyor belt and proceed to check-in for the next flight. 

I am an elder and I need help to board and to disembark. What should I do? 

After purchasing your ticket, contact GOL’s Customer service and inform you reservation code (locator) to ask for assistance to the airport staff. Therefore, our team will offer help for boarding and disembarking procedures. 

Does GOL offer any facilities for obese passengers?

Yes. If the obese passenger only needs one seat to travel, they can request a seat belt extender through the Sales Center, calling 0300 115 2121, in advance. If the obese customer needs two seats, he must also place the order through the Sales Center. Both seats will be charged, but there is no additional baggage allowance and the customer only pays a departure tax. For this passenger, the seat belt extender will also be provided. The measurements of the seats are: 40 cm by 40 cm seat and 75 cm high back. 

I use a wheelchair and I need to take it with me on the flight. What should I do? 

After purchasing your ticket, contact GOL’s Customer service and inform you reservation code (locator) to ask for assistance to the airport staff which will help you in the boarding process. At the airport, ask for preferential check-in at GOL’s service counter. Your wheelchair may be transported in the airplane normally, since it does not have batteries with corrosive liquid. If you prefer, you can use wheelchairs offered by GOL at the airport. Do you need more information? Click here.​

I am visually impaired. What should I do to travel with GOL?

After purchasing your ticket, contact GOL’s Customer service and inform you reservation code (locator) to ask for assistance for boarding and disembarking. At the airport, go to GOL’s service counter and request for preferential check-in. For more information, click here.​

I have another type of disability that requires special care. What should I do to travel with GOL? 

After purchasing your ticket, contact GOL’s Customer service and inform you reservation code (locator) to ask for assistance for boarding and disembarking. At the airport, go to GOL’s service counter and request for preferential check-in. For more information, click here.​

I need to use insulin during the flight, what should I do? 

The use of insulin during the flight is allowed since it is transported properly, according to the orientation below: 

• Needles and syringes can go as carry-on baggage since the passenger presents the medications with the labels professionally printed, identifying the product and the name of the manufacturer or pharmaceutical industry, and with the medical prescription; 
• The passenger must check with the manufacturer or their doctor the most safe way to accommodate the insulin, in order to avoid the medication freezing; 
• The maximum weight allowed by GOL is 2,5 kilos. 

I'm allergic to certain food. Does GOL offer personalized meals? 

GOL does not provide differentiated in-flight service per customer and is not responsible for the ingestion of items such as milk, eggs, meat, fish, carbohydrates, among others, by people who need a controlled diet. 

I suffered a fracture and I have parts of my body casted. What should I do? 

To board with any part of body casted, fill and send the MEDIF form. The plaster must be placed with at least 48 hours before the boarding. If trip happens with the plaster in the whole leg, there can be difficult to accommodate the passenger, because there are no extra space for leg suspension. 

I have an infectious disease. Will I be prevented from boarding? 

In order to ensure the safety of everyone on board, passengers who have an infectious disease may be prevented from boarding. If you have any illness of this nature and have questions about the procedures, please contact our Customer Service.

How to travel taking my pet?

For travelling with GOL with your pet, it is important to learn a few rules. For example, GOL only travels with up to four animals per flight (except in the case of puppies of the same offspring from small sized pets which belong to same customer). For cases of animals non-transported by GOL, GOLLOG must be contacted so you can learn about the obligatory original documentation necessary for travelling. Guide dogs for people with visual or hearing impairments can travel in the aircraft cabin. For more information about dogs and cats transport, click here.

What is Pet in the Cabin?

Pet in the cabin is the pets’ transportation service offered to GOL’s customers, upon payment of additional fee. This service allows customer to travel taking their small dog or cat in the passengers’ cabin.  

On which flights is Pet in Cabin accepted? 

The service is accepted on all domestic and international flights operated by GOL, except on codeshare and interline flights. 

Which and how many animals can be transported per flight?

Only cats and dogs are allowed in the flight. Whichever other animals, even small ones, cannot board. It is only allowed one Pet in the Cabin per customer and one per row, and with a maximum of four animals per flight. 

How are the animals transported in the cabin during the flight? 

Pets flying in the cabin must remain inside the kennel for transportation throughout the trip, including the airport's Arrivals and Departures areas. In the aircraft, they must be accommodated under the seat in front of the owner and far from other animals in the cabin and kept inside the kennels during the whole flight. The length of the kennel cannot, under any circumstances, exceed the maximum length allowed, since, in an emergency where an evacuation is necessary, the passage of the inner corridor of the rows cannot be obstructed. Learn more about the kennel.

Which are the available options for pets’ transport at GOL? 

How to purchase the Pet in the Cabin service?

 
For tickets purchased in Brazil with domestic and/or international destinations, the request must be made at the time of booking or by calling 0300 115 2121 at least 3 hours in advance on domestic flights and 24 hours in advance on international flights. For tickets purchased in countries abroad with national and/or international destinations, contact the Customer Service of your country of origin: 

•  Argentina – 0810 266 3131
•  Bolivia – 800 12 2201
•  Chile – 800 39 5231
•  Paraguay – 595 21 454 777
•  Uruguay – 000 4019 0895
•  Mexico – (01) 800 282 2706
•  Dominican Republic – 1 888 751 9004
•  USA – 1 855 862 9190
•  Ecuador – 1 800 001 167
•  Peru – 0800 55671

Is it possible to pay for Pet in the Cabin with Smiles miles? 

No, but the customer will be able to purchase the service normally on trips issued using Simles miles. It is just to contact GOL’s Customer Service and request the purchase of the additional service. The Central must insert the SSR in the reservation. 

In case of no-show of the passenger with Pet in the Cabin, will there be refund? 

Yes, the customer will be fully refunded for the Pet in the Cabin fee, without any penalty.

How will be the Pet in the Cabin boarding done?

Check-in must be done 2 hours before boarding on domestic flights and 3 hours on international flights. The pet owner must fill the Animal Transport Request Form and present some documents at check-in. Check the list of documents.

Is it possible to use the Passport for Animals Transit?

The passport is allowed for domestic and international transit, to countries that recognize it as an equivalent document. Within 10 days before boarding, the owner must ask the veterinarian responsible for the animal to record the health information in the passport and contact the Vigiagro unit for legalization. 

Note: it is the animal's owner's responsibility to verify, before the trip, the acceptance of the passport and the sanitary requirements of the animal's destination country. Some countries impose other specific requirements to allow pets to enter their territories. Customers should check the information on the website www.iatatravelcentre.com or look for the consulate of the country they will be visiting. GOL collaborators should consult the necessary documentation for each country on the website www.timaticweb.com.

Are AVIH and Pet in the Cabin fees the same?

No, the AVIH fee is charged per segment for animals’ transport in the cargo hold, checked at the check-in, while the Pet in the Cabin fee is charged per segment for animals’ transport in the cabin.

Which passengers cannot hire the Pet in the Cabin service? 

•  CHD (children from 2 to 11 years of age escorted), because only an adult can be hold account for the Pet in the Cabin;  
•  UMNR (children from 5 to 11 years of age unaccompanied); 
•  Adult with INFT (lap child).

Is it allowed for adult and a child above 12 years of age to travel with two animals with the Pet in the Cabin service?

Yes, however the customer will be informed by the Customer Service at the moment of the reservation as well as the airport during check-in that, by safety reasons, is expressly prohibited that those two passengers to sit in the same row.

Which are the required demands for pets’ transport in the cabin?

•  Pets must be at least six months old and they should fit a kennel for proper transport; 
•  The animal must be clean, healthy and free from unpleasant odor. If the animal is not in these hygienic conditions, its boarding will be prohibited; 
•  The hard kennel must be, at most, of 22 cm high x 43 cm deep x 32 cm wide and be resistant, made of fiber or rigid plastic; 
•  The flexible kennel must be, at most, 24 cm high x 43 cm deep x 32 cm wide, with a rigid internal structure, in order for it to stay firm, besides being made of waterproof material; 
•  The inner floor of the kennel, both rigid and flexible, must be coated with a material that absorbs urine and feces, preventing leakage during the trip; ​​​​​​​
•  The kennel must have enough space for the animal to move, change position and go around itself, in order for it to stay comfortable, and have an opening for air circulation; ​​​​​​​
•  Together, the pet and the kennel must weigh up to 10 kg. Above this weight, the animal cannot be transported in the passenger cabin. 

Are pets allowed at the VIP rooms?

It depends on the VIP room in each country. Learn the rules: 

• Assunção: not allowed; 
• Brasília: yes, since they stay inside the kennel; 
• GOL Premium Lounge: yes, since they stay inside the kennel; 
• Montevideu: not allowed; 
• Punta Cana: only service pets allowed (animals which escort people with any kind of impairment or that suffers emotional disturbs), being necessary to present a document proving the conditions; 
• Quito:  only service pets allowed (animals which escort people with any kind of impairment or that suffers emotional disturbs); 
• Rosário: yes, passengers have the authorization to enter with their pets; 
• Viru Viru: not allowed.

I forgot an object inside the aircraft, what should I do?

If you forgot a personal item and noticed it when disembarking, contact a GOL Employee immediately, so we can direct you to our Lost and Found department, which is responsible for storing and registering objects forgotten on board.

If you have forgotten a personal item and only realized it after leaving the airport, you can contact us by telephone on 0800 704 0465 or come to one of our bases so that we can register the fact and look for your belongings.

I forgot an object inside the aircraft, what should I do?

Objects forgotten on Airport premises are managed by their own administration. Please request support from the airport administrator.