Flight cancellation and rescheduling rules: Travel agencies
Learn 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.
Date Changes
Date Changes
Only one change is allowed, for any available period of our network. This change must be made whithin the validity of the ticket. The change must be made to the same type of cabin selected previously (preferably in the same class as the original ticket, if not, select the next available class according to the hierarchy).
Flights inside Brazil
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 changes | Exempt |
Exempt |
Charged |
Rate difference | Exempt |
Charged, if any² | Charged, if any |
Rerouting | Allowed. According to the rule of the fare family purchased may include fare difference and fees. |
Allowed. According to the rule of the fare family purchased may include fare difference and fees. |
Allowed. According to the rule of the fare family purchased may include fare difference and fees. |
Validity | Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹. |
Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹. |
Validity of the ticket. It is NOT allowed to change the validity of the ticket. |
¹The procedure for changing the validation of the ticket must be made at the time of manual reissue using the waiver code signaled below. For details on how to change the ticket date please contact your GDS help desk.
²Purchases prior to sep 16th, to fly until 30 September, the fare difference will be charged only when changing a flight from low season to high season.
Flights to Argentina, Bolivia, Chile, United States, Ecuador, Mexico, Paraguay, Peru, Dominican Republic, Suriname and Uruguay.
From March 11th to Nov 30 (2020) | From Dez-01-20 to Mar-31-21 | From April 1st (year 2021) - Regular rules | |
---|---|---|---|
Penalty for changes | Exempt |
Exempt | Charged |
Rate difference | Exempt | Depending on the season Exempt: high to high, high to low, low to low. (season) Charged, if any: low to high season. |
Charged, if any |
Rerouting | Allowed. According to the rule of the fare family purchased may include fare difference and fees. |
Allowed. According to the rule of the fare family purchased may include fare difference and fees. |
Allowed. According to the rule of the fare family purchased may include fare difference and fees. |
Validity | Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹. |
Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹. |
Validity of the ticket. It is NOT allowed to change the validity of the ticket. |
¹The procedure for changing the validation of the ticket must be made at the time of manual reissue using the waiver code signaled below. For details on how to change the ticket date please contact your GDS help desk.
Waiver Code: WAIVED DUE CE G3
Date Changes
Date Changes
Only one change is allowed, for any available period of our network. This change must be made whithin the validity of the ticket. The change must be made to the same type of cabin selected previously (preferably in the same class as the original ticket, if not, select the next available class according to the hierarchy).
Flights inside Brazil
- From March 11th to Jul 31th (year 2020)
-
Penalty for changes: Exempt
Rate difference: Exempt
Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.
Validity: Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹.
- From aug 1st to dec 31th ( year 2020)
-
Penalty for changes: Exempt
Rate difference: Charged, if any²
Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.
Validity: Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹.
- From jan 1st (year 2021) - Regular rules
-
Penalty for changes: Charged
Rate difference: Charged, if any
Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.
Validity: Validity of the ticket. It is NOT allowed to change the validity of the ticket.
¹The procedure for changing the validation of the ticket must be made at the time of manual reissue using the waiver code signaled below. For details on how to change the ticket date please contact your GDS help desk.
²Purchases prior to sep 16th, to fly until 30 September, the fare difference will be charged only when changing a flight from low season to high season.
Flights to Argentina, Bolivia, Chile, United States, Ecuador, Mexico, Paraguay, Peru, Dominican Republic, Suriname and Uruguay.
- From March 11th to Nov 30 (2020)
-
Penalty for changes: Exempt
Rate difference: Exempt
Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.
Validity: Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹.
- From Dez-01-20 to Mar-31-21
-
Penalty for changes: Exempt
Rate difference: Depending on the season.
Exempt: high to high, high to low, low to low. (season)
Charged, if any: low to high season.Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.
Validity: Validity of the ticket. For tickets expiring on 03/31/2021 it is allowed the change of ticket expiration to 12/31/2021¹.
- From April 1st (year 2021) - Regular rules
-
Penalty for changes: Charged
Rate difference: Charged, if any
Rerouting: Allowed. According to the rule of the fare family purchased may include fare difference and fees.
Validity: Validity of the ticket. It is NOT allowed to change the validity of the ticket.
¹The procedure for changing the validation of the ticket must be made at the time of manual reissue using the waiver code signaled below. For details on how to change the ticket date please contact your GDS help desk.
Waiver Code: WAIVED DUE CE G3
Future changes and Refund
Future changes and Refund
When changing the opened status ticket, follow the instructions above. This procedure needs to be done before the date of flight. The ticket cannot be in opened status 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
From Mar 11th to Dec 31th (year 2020) | From Jan 1st (year 2021) Regular Rules | |
---|---|---|
Future Changes¹ (status open) |
Status open ticket: 12 months from the date of purchase of the ticket | Status open ticket: 12 months from the date of purchase of the ticket |
Cancelling with refund | Penalty for refund charged, if any² | Penalty for refund charged, if any² |
Flights to Argentina, Bolivia, Chile, United States, Ecuador, Mexico, Paraguay, Peru, Dominican Republic, Suriname and Uruguay.
From March 11th-20 to March 31st-21 | From Apr 1st (year 2021) Regular policies | |
---|---|---|
Future Changes¹ (status open) |
Status open ticket: 12 months from the date of purchase of the ticket | Status open ticket: 12 months from the date of purchase of the ticket |
Cancelling with refund | Penalty for refund charged, if any² | Penalty for refund charged, if any² |
¹ For tickets that are in status open, at the time of rescheduling, the rules to be followed will be those in effect on the rescheduling date.
² Rule valid for cancellations made voluntarily by the customer.
Future changes and Refund
Future changes and Refund
When changing the opened status ticket, follow the instructions above. This procedure needs to be done before the date of flight. The ticket cannot be in opened status 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
- From Mar 11th to Dec 31th (year 2020)
-
Future Changes¹ (status open): Status open ticket: 12 months from the date of purchase of the ticket
Cancelling with refund: Penalty for refund charged, if any²
- From Jan 1st (year 2021) - Regular Rules
-
Future Changes¹ (status open): Status open ticket: 12 months from the date of purchase of the ticket
Cancelling with refund: Penalty for refund charged, if any²
Flights to Argentina, Bolivia, Chile, United States, Ecuador, Mexico, Paraguay, Peru, Dominican Republic, Suriname and Uruguay.
- From March 11th-20 to March 31st-21
-
Future Changes¹ (status open): Status open ticket: 12 months from the date of purchase of the ticket
Cancelling with refund: Penalty for refund charged, if any²
- From Apr 1st (year 2021) Regular policies
-
Future Changes¹ (status open): Status open ticket: 12 months from the date of purchase of the ticket
Cancelling with refund: Penalty for refund charged, if any²
¹ For tickets that are in status open, at the time of rescheduling, the rules to be followed will be those in effect on the rescheduling date.
² Rule valid for cancellations made voluntarily by the customer.
Notice: in the periods indicated in the charts, the processes described above are valid for flights cancelled by GOL or flights that GOL did not cancel or change but the customer makes a change order. Thus, it is necessary that, for these clients contemplated by the policy, when requested any alteration without fare difference, on the part of the client, it must be done through the involuntary process so that the rules are applied and the charges are not generated. When any change with a fare difference is requested by the customer, it is done through the voluntary process so that the rules are applied and the charges are not generated.
Expired tickets until Apr 17
For customers with tickets expired until Apr 17, please advise the agencies to contact the GOL’s Customer Service.
No-show
For customers who are a no-show on flights canceled by GOL, no-show fee exemption is released.
High season
We consider the months of July, December and January as high season and holidays - including the day before and the following day of the holiday. We will forward more details of what is considered a holiday in each POS soon.
The rules published above are valid as of 16/09/2020.