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How to change or cancel a GOL Smiles award
GOL Smiles award tickets are flights issued with Smiles miles in the Smiles program run by GOL Linhas Aéreas S.A., and changes or cancellations of them go through Smiles customer service, which handles questions, cancellations, changes and complaints about flights issued with miles through the Smiles site. [5] In the Smiles program rules the award ticket is the “Bilhete Aéreo”, the air ticket redeemed and issued with Smiles miles. [1]
Facts checked: 21 October 2026
Published with cited facts · How this page was checked
Key takeaways
- Smiles customer service is the channel for cancellations, changes and complaints about flights issued with miles through the Smiles site. [5]
- GOL says it does not practice predetermined prices for award tickets, so the miles for a new date are those quoted in the Smiles channels at the time of search. [1]
- Award seats depend on availability rules set by GOL and its airline partners, and seats may be sold out when you want to redeem. [1]
- GOL may cancel an award ticket and reverse the miles where the redemption was illicit, irregular or fraudulent. [1]
Who do you contact to change or cancel a GOL Smiles award?
Smiles keeps a service line that is exclusive for questions, cancellations, changes or complaints about flights issued with miles through the Smiles site. [5] Which number you use depends on your Smiles category: Smiles, Prata, Ouro, Diamante and Diamante Magno are handled on different channels. [5]
| Smiles category | Channel | Hours and cost |
|---|---|---|
| Smiles and Prata | 0300 115 7001 | 6:00 a.m. to midnight, daily except holidays; cost of a local call plus taxes [5] |
| Ouro, Diamante and Diamante Magno | 0300 115 7007 | 24 hours; cost of a local call plus taxes [5] |
| Diamante and Diamante Magno | WhatsApp +55 11 991 824 233 | 24 hours [5] |
| Hearing impaired members | 0300 709 0466 | 24 hours [5] |
The Smiles site also carries a help form. One option covers a flight change, where you can accept or cancel a change GOL has made to your flight, and, if you do not agree with the flight proposed, give a new date, flight number and departure time. [2] The flight cancellation option lets you ask to cancel your GOL reservation or suggest a new date, flight number and departure time for the flight you chose. [2] After sending it you receive a confirmation and a protocol number by email at the address registered in your Smiles account. [2]
When an award is priced on the Smiles site, the booking flow presents a summary of the fare rules, the full fare rules and an award-ticket redemption contract for the itinerary. [2]
What do the miles for a new date cost?
GOL states that it does not practice predetermined prices for award tickets or other awards, and that the prices applied are the ones available and informed in the Smiles channels after a prior search. [1] The number of miles needed to issue an award ticket can vary with the airline partner, the cabin and the destination, among other factors. [1]
GOL lists what feeds that figure: the availability of the award offered by GOL or by the partner, the conditions of the offer, demand, seat availability in both the cash and the miles markets, the going cash and miles price of seats, how far ahead you book, high-demand periods such as holidays and commemorative dates, the cost of acquiring the award, and macroeconomic conditions and indexes. [1] For awards on partner airlines, GOL says it does not control the partner’s award inventory and cannot guarantee prices shown on the Smiles site until the partner authorizes, confirms and completes the operation. [1]
Seats come first: redemption of award tickets depends on seats being available for issue with Smiles miles under the availability rules defined by GOL and the airline partners, and seats may be gone by the time you want to redeem. [1]
When can GOL cancel a Smiles award ticket?
GOL may reverse Smiles miles credited to an account and cancel transactions where the miles-generating act was not properly completed, including its payment, where the miles were obtained illicitly, irregularly or fraudulently, or where the redemption was illicit, irregular or fraudulent. [1] In those situations the award tickets may be canceled by GOL or its airline partners, and other awards may have delivery suspended. [1]
Two further rules sit around the ticket rather than the booking. If a member cancels their Smiles membership, the account and the miles in it are canceled, but air tickets already issued and not yet used remain valid, and the member can get flight details from GOL for GOL-operated flights, from the responsible airline partner for other flights, or through Smiles customer service. [1] Where a GOL ticket reservation, or a Smiles product used to issue tickets, has not been paid for by the member — the Viaje Fácil product is the example given — GOL cancels it automatically. [1]
Exceptions and limits
- Channel limits. The award-ticket line is described as exclusive to questions, cancellations, changes and complaints about flights issued with miles through the Smiles site. [5]
- Hours differ by tier. Smiles and Prata members reach their line from 6:00 to midnight daily except holidays, while Ouro, Diamante and Diamante Magno members have a 24-hour line, and Diamante and Magno members a 24-hour WhatsApp channel. [5]
- Seat availability. An award can only be issued where seats are available under GOL’s and the partner airlines’ rules, and seats may be sold out. [1]
- Mile expiry. Miles last 36 months for Smiles and Prata members, 48 months for Ouro, and 120 months for Diamante and Diamante Magno, counted from the date and time they were credited under the category in force before that credit; redemptions draw on the miles with the nearest expiry first, and promotions, bonuses and products such as Clube Smiles can carry different validity. [1]
- No miles on award flights. Flying on an award ticket, including one redeemed with Smiles miles, is not a miles-generating act. [1]
Frequently asked questions
Who do I contact to change or cancel a GOL Smiles award?
Smiles customer service handles questions, cancellations, changes and complaints about flights issued with miles through the Smiles site, on numbers that depend on your Smiles category. [5]
Does a new travel date mean a different number of miles?
GOL says it does not practice predetermined prices for award tickets, so the figure is what the Smiles channels show after a search, taking in availability, demand, advance purchase and peak periods. [1]
Can I request a cancellation through the form on the Smiles site?
Yes — the flight cancellation option lets you ask to cancel your GOL reservation or suggest a new date, flight number and departure time for the flight you chose. [2]
What happens to my award ticket if I close my Smiles account?
Tickets already issued and not yet used remain valid after the account is canceled, and flight details can be obtained from GOL or from the airline partner responsible for the flight. [1]
Verification: Published with cited facts
- Source status
- 3 sources listed; page reports checked 21 October 2026
- Source citations
- 34 in-text citations provided
- Review record
- Review record available
- Public status
- Published with cited facts
Sources
Sources checked on 21 October 2026. This page reports no account test. Other programs, including LATAM Pass, TudoAzul and Iberia Plus, are not covered here.
- Regulamento do Programa Smiles (Smiles program rules), checked 21 October 2026
- Smiles: Milhas ao voar GOL, including the customer help form and booking-flow fare rules, checked 13 October 2026
- GOL: Smiles page with Smiles customer service channels for tickets issued with miles, checked 13 October 2026