Уважаемые агенты,

Обновленная политика по обменам и возвратам авиакомпании  GOL  в связи с COVID-19.

FAQ

1. Will customers be able to carry out the above processes with HK?

Yes, yes. Agencies should do the processes combined above even with HK.

The audit will be informed of the cancelled flights and will not be generated.

2. What are the backout periods for 2021?

We still don't have the backout periods set for 2021. We have already opened the demand with the area responsible to accelerate the process of defining the needs that came up in this scenario.

3. What are the procedures in the case of customers who gave in the-show?

For customers who are in the show until 10-Apr, the no-show fee will be exempt and marking in accordance with the rules above. In the other side, the no-show fee will be charged but it can follow the other marking rules, box office, and reimbursement as described above.

4. For rescheduled flights with a difference, the tax 05 (country rate) will be calculated on top of what amount?

The O5, which is only in Argentina, will be charged on the difference.

5. What is the deadline for customers to make the changes in accordance with the rules described above?

Customers who buy tickets up to 30-set enter the rules described above. As the rules follow the validity of the ticket, these customers are 1 year, from the purchase of the ticket, to make the changes described as detailed. We remind everyone that the dates can be changed according to changes in the scenario of the COVID-19.

6. In the case where the tickets issued are more than a year when the flights return for sale, in order to avoid being reimbursed can we allow to do two reissues without cost?

The date of ticket has to be respected. Even if a ticket wins in a period that GOL is not operating, for example, June, the customer may request the change of the ticket in June, for a flight in December, for example, where the operation is normalized.

7. For tickets that expired until the 10th-Apr, how should we follow on the changes?

For customers who have tickets that expired until the 10th-Apr, as the above changes depend on the customer's validity, in the exception, it is necessary to contact the goal service center to make the marking.

С уважением,

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