GOL Airlines' cancellation policy varies based on ticket type, fare class, and whether the cancellation is voluntary or involuntary. Here’s a concise overview based on available information:
24-Hour Cancellation Rule: For tickets purchased at least 7 days before departure, you can cancel within 24 hours of booking for a full refund, including prepaid fees, with no cancellation fee. This applies to all ticket types.
Involuntary Cancellations (GOL-initiated):
- If GOL cancels or significantly changes your flight (over 30 minutes for domestic or 1 hour for international), you can choose a full refund without penalties or a credit for future travel.
- Credits for involuntary cancellations are valid for 18 months from the request date.
- For European departures, if canceled less than 14 days before departure, you may be entitled to up to €600 per person under EU Regulation EC 261, unless GOL offers a comparable alternative flight or cancellation is due to extraordinary circumstances (e.g., weather).
Voluntary Cancellations (Passenger-initiated):
- Cancellation fees depend on fare type and route. For example:
- Flights to/from the USA: Up to $180 or 100% of the fare (whichever is lower). For routes like USA/PUJ/CUN/SJO/AUA, up to $310.
- No-show fees may apply, e.g., $230 for USA routes or $360 for specific international routes.
- Refunds, if applicable, deduct cancellation fees and are processed within 7 days of request, within 365 days from ticket purchase.
- Credits are valid for 12 months from the original purchase date and can be used for new tickets, including promotional fares.
- Tickets not booked directly with GOL (e.g., through third-party sites) may not be eligible for refunds.
How to Cancel:
- Contact GOL’s Customer Service at +1-877-240-6770, though wait times may be long.
- For anonymous purchases (without login), cancellations must be requested via the Customer Service Center.
Special Cases:
- Infants (0-2 years) on domestic flights travel free and face no penalties for changes/cancellations. On international flights, they pay 10% of the adult fare, and fare differences may apply for changes.
- Group bookings and travel agency tickets have specific rules, often allowing one free change within ticket validity (12 months), but fare differences may apply.
- During crises (e.g., COVID-19), GOL offered flexible policies, like full credits valid for a year or changes without fees for tickets purchased by May 14, 2020. These may no longer apply but indicate flexibility in emergencies.
Additional Notes:
- Fees are charged per segment and passenger.
- For Smiles miles tickets, missing a flight may result in mile loss.
- Always check fare rules at purchase, as they dictate penalties and refund eligibility.
