GOL shares the suffering of Joca's guardian and his family. We are deeply in sympathy with their pain and sorrow for the loss of their pet. The dog should have been flown from Guarulhos (GRU) to Sinop (OPS) on flight G3 1480 on 22/04/2024, but due to an operational error, Joca was taken on a flight to Fortaleza (FOR). 
As soon as the guardian arrived in Sinop, he was informed of what had happened and his choice was to return to Guarulhos (GRU) to be reunited with his pet.

After landing in Fortaleza, the local GOLLOG team landed and looked after Joca until the boarding of the flight G3 1527 back to Guarulhos (GRU). During this time, records of the animal's return to the plane were sent to its guardian. Unfortunately, shortly after the flight landed at Guarulhos airport from Fortaleza, we were shocked to hear of the dog's passing.

From the very beginning, the Company has been providing the guardian and his family with all the support they need. Investigating the details of the incident is a top priority for our team.

Suspension and limitation of services GOL has suspended the sale of the GOLLOG Animals dog and cat transportation service and the Dog&Cat + Space product for flights in the aircraft cargo hold for 30 days (from this Wednesday, April 24th to May 23rd) in order to complete the investigation into this incident. There will be no change to the Dog&Cat Cabin service for customers who travel with their pets in the cabin.

Customers who booked their pet's transportation between 04/24/24 and 05/23/24 using the limited services can opt for a full refund, including the cost of their ticket (in the case of Dog&Cat + Space), or to postpone the trip, free of charge, until after 05/23/24 for flights until 12/31/2024. 

If desired, assistance will be provided to customers who are at their destination and have contracted one of the restricted services for their return.

GOL's airport teams will be available to answer any questions you may have, or you can also call the Customer Service Center on 0800 704 0465.