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Business Profile

Luggage

Gol Linhas Aéreas Inteligentes

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/30/2025

    Type:Product Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,My name is Fabiane Best. My record locador with GOL is CZBSTL.I purchased 3 airline tickets for me, my husband, and my son to visit my family in ****** in August.However, a few days after the purchase, I found out I was pregnant and had to cancel the trip.I went ahead and canceled the 3 tickets on 4/25. I was told that the refund had been processed on 4/30, and that I would receive the full refund by my third credit card closing.I'm approaching my fourth credit card closing, and I still haven't gotten my refund back.I've called several times to inquire about my refund, and each time I call, I'm given a different answer. The first few times, I was told it could take up to 3 credit card closing dates, or 90 days. Then, an attendant told me to call my bank because they already had the money (my bank denied it). Lastly, I was told that it takes 60 days, but 60 days have passed and still there's no sign of my refund.I called again this morning and was told that if I still haven't received my refund, to go ahead and chat online on the company's website, but the only attendant available is a robot no matter what I type, and honestly I'm sick of wasting my time calling GOL. I don't want to have to call GOL again for the millionth time. I just want my money back.Can somebody please help me?Thank you,Fabiane Best

    Customer Answer

    Date: 07/02/2025

    Hello,

    I am attaching an email address and also a phone number for GOL.

    You can find this information and more online.

    Here's GOL's website address: https://www.voegol.com.br/en-us/inicio

    I can guarantee GOL is operating as normally. It is not out of business.

    Thank you,

    Fabiane

  • Initial Complaint

    Date:03/01/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was on at trip to ******. My luggage was given to the airlines in ***** but never arrived on the luggage pick up at the airport. I was supposed to receive my luggage within 24 hours. I never did. They stated it was still in *****. When we got back to ***** on Christmas eve, they did not have it. I then received word that the luggage was found and in ****** at the airport. I was back home in ************. I had to buy items such as clothes and toiletries while on vacation and had to replace my blower dryer, and straightener at home as I did not get my luggage back for over a month. We finally received word from ***************** that the luggage was there so we went to retrieve it.

  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Friday, December 1st, 2023. My husband purchased a round trip ticket for me, from Gol Linhas Areas from ***** to Braslia for the amount of USD *******, after taxes and fees. In the meanwhile, I got sick with pneumonia and couldnt fly, canceled tickets on December 21st. The flight dates would be December 23rd, come back on January 5th. According to my receipt the trip had a different fare for each way. On the way to Braslia it was supposed to be plus and on the way back to ***** a premium. Looking at cancelation policies on their website, each one of the fare categories has a different amount for reimbursement. ****************************************************** The next day we got a reimbursement of $529.90. But given it was two different fares, the amount reimbursed didnt seem fair. Their customer service was not helpful, as the number for US customers they didnt know how to explain anything. Had me calling 2 different numbers in ****** to see if I could get an answer. I spent 5 hours on the phone to get a resolution.When asking about how they came up with this amount, they finally explained that the system calculated it all as the lowest fare plus for the entire ticket. I would like to see what justification they have for this, if there were 2 different ticket fares. Why did they apply the lowest one to the entire amount? Personally, they didnt want to go any further into this, leaving me with a lot of questions. And no ability to complain to any supervisor or any other department.The ticket price for the trip ******* was $458 (plus fare). The way back BSB-*** was $945 (premium fare).Not sure, if my calculations would be completely on point. But I thought I would get something like $1004.55.

  • Initial Complaint

    Date:12/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I acquired a flight with American Airlines from ******** (******) to ***** (**), with a connection in So ***** ********* 7:10pm - Guarulhos SP; ********* SP 10:30pm - *****). The connection flight from ******** to So ***** was made by GOL airlines. This connection flight of 2h delayed and I could not get the flight to *****. I got the line to the counter at midnight to reschedule my flight and I only got it to my turn at 2:00am. I had to reschedule to a flight in the other day in the same hour (10:30pm). The attendant there could not put me in a hotel because all the hotels were full according to him and HE said that I had to find a hotel myself and GOL would refund me. I got an hotel bymyself and when I got to the hotel and connected to the internet, there was an email by GOL saying they provided an hotel to me. I cancelled my hotel reserve I made, as they just allow checkin in the next day at 2pm, and the company I bought the tickets for the hotel didn't get the whole refund of my reserve. Then I went back to the airport to go to the hotel GOL provided me. They told me they would refund me using "SAC" but I do not have a number in ****** to call it.

  • Initial Complaint

    Date:04/03/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They updated the system and my information doesn't match in their system. I cannot change it and don't have any help over the phone. Also, I don't have access anymore into my smiles account for getting my miles rewards. I attempted to call them and I didn't get any help.

Gol Linhas Aéreas Inteligentes is NOT a BBB Accredited Business.

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