Terms and Conditions

Termos e Condições

Traveling with peace of mind and security is essential, even on the Internet, so we want you to be aware of the Terms and Conditions of Use of the VoeGOL website, which regulates the use of our site and provides information on the use and protection of our customers' data. By accessing, browsing, or using this site, you expressly agree to be bound by the contents of this document.

Hello, we are GOL LINHAS AÉREAS S.A., a company registered with the CNPJ/MF under No. 07.575.651/0001-59, headquartered at Praça Senador Salgado Filho, s/nº, Aeroporto Santos Dumont, Ground Level, Public Area, between the axis 46-48/O-P, Management Room - Back Office, CEP 20021-340, city and state of Rio de Janeiro, hereinafter referred to as ("GOL") successor by incorporation of Smile Fidelidade S. A. (CNPJ 05.730.375/0001-20) and administrator of the Smiles Program, a corporation duly incorporated in Brazil, registered with the CNPJ under No. 07.575.651/0037-60, with head office at Alameda Rio Negro, 585, B block, 2º floor, setss 21 e 22, part A, Barueri/SP, CEP 06454-00.

Bem-vindo a bordo da GOL

Who may use our products and services?

The use of the GOL website for the purchase of products and services is intended for natural persons of legal age. This term must be accepted in consideration of this specification. The use of accounts by companies is prohibited. Legal entities can access the specific portal for these services at the following link: https://www.voegol.com.br/empresas.

If you are a minor, in addition to complying with the requirements established by the applicable legislation, you must be aware of the terms and conditions established at https://www.voegol.com.br/en-us/information/information-travel-infants-and-minors.
The accounts created within the Website are personal and for the exclusive use of the registered user.

Products and services on our website

We are a platform that brings together airline products and services such as ticket sales, online check-in, ticket cancellation, baggage tracking, requesting and monitoring refunds, flight information, and all other needs and functionalities related to the services offered by GOL.

Registration and login

When you register on our site, GOL will process your personal data in order to manage your account with us and allow you, in addition to selling tickets, to have information about past and future trips, check your flight status, check in, add luggage and upgrade your trip, among other services and products available.

You can register on the "Login" page by clicking on the "Register" option, providing the following information: first and last name, date of birth, gender, nationality, CPF, alternative document of your choice (ID, CNH, passport, military ID, Redress or Laissez-passer), e-mail and password. Once registered, all the features of the logged-in area will be available.

To access your account, you need to fill in the login information: CPF/email and password defined in your registration. GOL will not have access to your user password under any circumstances. If you forget or lose your password, you can recover it using the "forgot password or e-mail" option.


Confira as informaçoes da passagem

Trip details

When logged in to the account, our client has access to trips taken as well as future trips. Without logging in, you will need to access the "Find Trip" tab using the booking code or ticket number, origin and last name to access the information.

To find a trip, simply enter the booking code or ticket number, origin and last name to access the trip details.

Future trips can be accessed by logging in to the site or by going to the Find Trip tab and entering the booking code or ticket number, departure city and last name.

Past trips are available in the user's account for a period of seven days after the last flight, after which the user can find their ticket by searching for the ticket number in the Find Trip section. From this tab, you can access your complete travel history with information such as flight date, origin and destination, booking code and other information.

How to buy a ticket

Customers can purchase airline tickets on our website. Some additional information is requested, such as phone number and special needs. Mileage program information and emergency contact numbers are optional.

We offer several services to enhance your in-flight experience, all of which are listed with prices and conditions.

Once you have selected your seat, you will be taken to the payment page where you will enter your credit card, GOL card, UATP or PayPal details, including number, expiry date, cardholder name and security code. To pay by Pix, the customer must be logged in to the GOL website and when choosing this transaction option, will be redirected to the Nupay payment environment.

The Customer must accept the Contract of Carriage by Air and the Terms and Conditions of Fares and Baggage Restrictions, which set forth all the terms and conditions applicable to their trip. All personal information provided by the customer will be treated as described in GOL's Privacy Policy. Customers may also register for the Smiles Program free of charge by agreeing to the Terms and Conditions of the Program and registering to receive the latest promotions, updates and discounts from GOL. If you are a corporate client, you can enter your company's VoeBiz number to earn points for your business travel. This benefit is exclusive to small and medium sized companies registered in the program.

For tax purposes of accreditation and subsequent tax refunds, our clients can enter their VAT number and company name on the form.

We would like to emphasize that in order to make purchases through the website, our client does not necessarily need to be logged into their account. Purchases through the app, on the other hand, can only be made through the authenticated environment.


Decolagem autorizada

Customer service

GOL will process, when necessary, the personal data provided by our customers to enable the service and follow-up of requests made on the site. It is possible to consult old logs by informing your CPF and service log number through other channels.


Using a special function on our website, our customers can also check in for their flight 48 hours before the date of travel. For this purpose, GOL will use the following personal data of our customers: booking code, CPF or Smile number and the origin of their flight.

Flight Status

To check the status of your flight, simply fill out the form below with the flight number of the flight you would like to know the status of.

Baggage Tracking

With respect to baggage tracking, GOL may process the personal data of our customers in order to track their baggage. In order to do this, our Customer will be directed to the website of one of our partners, WorldTracer, where they will be required to fill in the form with their name and reference number, as well as confirm that their address, flight information and type of baggage are correct.

Refund Request

Regarding the refund request, GOL may process our Customer's personal information to process the refund request. In addition, in order to make the request, our client must fill in the form with his CPF, ID, booking code, address and bank details of the payer.


Atençao as instruçoes de segurança

Privacy and protection of personal data

GOL respects the privacy and personal data of its users. The processing of data resulting from the use of the services made available on our digital platforms will be carried out in accordance with these Terms and Conditions and our Privacy Policy, available on our website.

Links to other websites

Some of our Services may contain links to third party that are not controlled or monitored by GOL. GOL is not responsible for the materials, information or content published on Third Party Sites or their availability. The inclusion of Third-Party Sites on our Site does not imply any relationship or association between GOL and the owner of such site, nor does it imply any endorsement, support or sponsorship of the Third-Party Sites by GOL.

Our customer is solely responsible for accessing Third Party Sites and should review the applicable privacy policies and terms of use of such sites. GOL is not responsible for any policies, data collection and processing, or incidents that occur in these areas.

User Responsibility

By using the services available on our website, our client guarantees that the personal data and other information provided to GOL is accurate and truthful. In addition, the Client is responsible for updating the registered data whenever necessary to ensure that the information is continuously updated and complete.

By accessing our site, you agree not to: (a) violate any applicable rules, regulations or laws; (b) infringe any third party's intellectual property rights, including, without limitation, patents, copyrights, trademarks or trade secrets; (c) violate or attempt to violate the security measures of the Services; (d) attempt to impersonate any third party or use any third party's personal information without authorization on our websites; (e) copy, modify, reproduce, delete, distribute, download, store, transmit, sell, resell, publish, reverse engineer, or create derivative works from any content available on our sites; (f) impersonate any other person or organization; (g) provide false information about customers or their family members.

The Customer is responsible for any direct or indirect damage (including those resulting from the violation of any rights of other users, intellectual property rights, confidentiality and personality rights) that may be caused to GOL, a third party or any other Customer as a result of non-compliance with the provisions of these Terms of Use, from their access to our sites.

GOL shall not be liable for: (a) infected or invalid equipment; (b) equipment malfunction when accessing our services; (c) protection of the computer and information based on users' computers; (d) misuse and/or surreptitious monitoring of users' computers; (e) vulnerabilities or instabilities in users' systems.


Nosso serviço de bordo

Intellectual Property Rights

Any and all images, photographs, logos, slogans, sounds, trademarks, texts, statements, designs, including domain names, user interfaces and color combinations used, incorporated and included in any functionality of our websites are the sole and exclusive intellectual property of GOL or are duly authorized and licensed by third parties in accordance with copyright laws. The use, reproduction, distribution, display, in whole or in part, of any of GOL's intellectual property by any third party is not permitted or authorized without GOL's prior consent.

Information Security Policy

GOL has a robust information security policy that is regularly reviewed and updated in a manner consistent with the best security practices available in the marketplace.

GOL uses and adopts appropriate security and prevention processes, techniques, mechanisms and procedures to ensure adequate protection, including transmission through encryption tools, against possible security incidents, occurrences or suspicions of unauthorized access, use, alteration, appropriation or destruction by third parties, which could compromise or threaten the integrity, confidentiality, authenticity and availability of the data and information collected.

Information about cookies

For information about the cookies collected by our site, please see our cookie policy.


Tripulaçao oreoarar para pouso

General Terms and Conditions

You agree that no employment, partnership, agency, franchise, or joint venture relationship exists between you and GOL as a result of your use of the Site. These Terms of Use constitute the entire agreement between you and GOL with respect to your use of the Site and are in addition to any other agreement you may have with GOL. These Terms of Use are governed by the laws of the Federative Republic of Brazil.

GOL may, in its sole discretion, terminate any service provided by the Sites and remove any content published on the Sites at any time without prior notice.


The Central Court of the District of São Paulo is hereby chosen to resolve any disputes arising from these Terms of Use.

Versions of these Terms

These Terms of Use, as well as the content and functionalities of our Channels, may be revised and updated at any time for legal reasons, due to the use of new technologies and functionalities, and whenever GOL deems it necessary to make changes. By continuing to access our sites after the updates have been made, you signify your acceptance.

Any revisions will only be valid and effective at the time of their publication on our websites.

Questions and suggestions?

Do you have any questions or suggestions?
Talk to our GOL Environment team!
Send an e-mail to meioambiente@voegol.com.br.