ComplaintsforGol Linhas Aéreas Inteligentes
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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
12/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
04/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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.
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.