Gol Airlines Missed Flight Policy

Overview

GOL Airlines’ missed flight policy outlines options for passengers who fail to board their scheduled flight due to personal reasons, airline-related delays, or other circumstances. As a Brazilian low-cost carrier, GOL’s policy is governed by its Conditions of Carriage, fare rules, ticket type, Brazil’s ANAC Resolution 400, EU/UK Regulation 261/2004 for flights to/from the EU/UK, and U.S. DOT regulations for flights to/from the U.S.

Key Policy Details

• No-Show Policy: If you fail to check in on time (45 minutes before departure for domestic flights, 60 minutes for international) or arrive at the boarding gate (15-30 minutes before departure), you are considered a "no-show." For non-refundable tickets (e.g., PROMO, LIGHT), the ticket value and Smiles miles (if used) are forfeited, and the entire itinerary may be canceled as tickets must be used in sequence. A no-show fee ($100-$330 USD, depending on fare type and route; e.g., $200 USD for U.S. routes, $330 USD for routes to SJO/AUA) or 100% of the fare (whichever is lower) applies per segment, per passenger. Unused taxes and fees may be refunded, less an administrative fee (e.g., $30 USD). For round-trip tickets, notify GOL before the outbound flight’s departure to preserve the return segment.
• Non-Refundable Tickets: No refunds are provided for missed flights on non-refundable tickets. Rebooking is possible, subject to availability, change fees ($100-$280 USD; e.g., $150 USD for U.S. routes, $280 USD for SJO/AUA), and fare differences. Changes must be made via the website, mobile app, or airport ticket counters. If the new fare is lower, no refund or credit is issued.
• Refundable Tickets: For refundable tickets (e.g., MAX, Premium Economy), you can request a refund for the unused portion, less a service fee ($25-$100 USD, depending on fare type), within one year from the ticket’s issue date. Refunds are processed through the original purchase channel (e.g., GOL website, travel agency). Refunds yield 40% of the residual cost in reais for specific routes (e.g., U.S., PUJ, CUN, SJO, AUA).
• 24-Hour Cancellation Policy: For tickets purchased directly from GOL, you can cancel within 24 hours of booking for a full refund if the flight is at least 7 days away. This applies to all fare types and must be requested via the Manage Flights section. Tickets purchased through travel agencies may not be eligible.
• Missed Connections Due to Delays: If you miss a connecting flight due to a delay or cancellation of a GOL-operated flight within the same booking, GOL will rebook you on the next available flight at no cost. If the delay exceeds 3 hours at your final destination and is within GOL’s control (e.g., technical issues), you may be eligible for compensation: €250 for flights up to 1500 km, €400 for 1500-3500 km, or €600 for over 3500 km under EU/UK 261, or up to $650 USD under U.S. DOT rules. For delays of 4+ hours, GOL provides meals, refreshments, and communication access; for 8+ hours or overnight delays, hotel accommodation and transportation are provided, subject to availability.
• Extraordinary Circumstances: No compensation is provided for missed flights due to extraordinary circumstances (e.g., weather, air traffic control, or security issues). GOL will assist with rebooking or refunding unused taxes and fees, less an administrative fee.
• Denied Boarding: If you miss a flight due to overbooking and checked in on time, GOL will rebook you on the next available flight or a partner airline’s flight at no cost. Compensation includes 250 SDR (approx. $350 USD) for domestic flights or 400-600 SDR (approx. $550-$850 USD) for international flights under ANAC Resolution 400, or $200-$650 USD under U.S. DOT rules, depending on delay duration. Volunteers receive agreed-upon compensation, typically a travel credit valid for one year.
• Special Circumstances: For missed flights due to medical emergencies or bereavement, GOL may waive fees or offer rebooking or refunds, subject to valid documentation (e.g., medical certificate, death certificate) submitted via the Customer Care department. Approval is reviewed case-by-case.

Steps to Take if You Miss Your Flight

• Contact GOL immediately via the website, mobile app, or airport ticket counter before the flight’s departure to cancel or reschedule to avoid no-show fees and preserve ticket value for future travel (valid for one year from booking date). For Smiles miles tickets, contact Smiles to check rebooking options, as miles are non-refundable post-no-show.
• Provide your booking reference (e.g., six-letter code like ABC123) and explain the reason for missing the flight to determine eligibility for rebooking, refunds, or fee waivers.
• Check your ticket’s fare rules in the Manage Flights section to understand applicable fees, restrictions, or refund eligibility.
• Submit compensation or refund claims via the Customer Care department’s online form, including your name, booking reference, and supporting documents (e.g., boarding passes, receipts, medical certificates). Refunds are processed within 7 days for credit card payments or 20 days for cash/check; claims are acknowledged within 30 days and responded to within 60 days.
• Keep all documentation for claims or expense reimbursements. Report baggage issues within 7 days of arrival (21 days for international flights if lost).
• Check travel insurance policies for coverage of missed flights due to valid reasons (e.g., illness, accidents).

Additional Information

If GOL cancels or delays your flight by 3+ hours (domestic) or 6+ hours (international), you may choose a refund, rebooking, or compensation, depending on the circumstances. For involuntary changes (e.g., schedule changes over 30 minutes for domestic or 1 hour for international), you can cancel or change without fees, with credits valid for 18 months; voluntary changes incur fees and credits valid for 12 months. Refunds for canceled flights are processed within 7 days for credit card payments or 20 days for cash/check. Compensation claims for EU/UK flights can be filed up to 6 years after the flight. Retain all receipts for expenses (e.g., hotels, meals) and submit claims within 21 days for delays or 7 days for baggage issues. For more details, review GOL Airlines’ Conditions of Carriage or Customer Service Plan.