Citizen's Charter

Reaching us

Easy accessibility to information and prompt service are one of the core values we believe in at GoAir. We are available via our Contact Centers and our Website. To make a flight booking by telephone, contact the numbers mentioned below:

GoAir Contact Centre Help Line numbers:

1800 222 111 (Toll free, accessible only through MTNL/BSNL Lines)
09223 222 111(All Phones)

These dedicated helpline numbers operate 24/7 and ensure uninterrupted telephone access to all our Customers,

GoAir Head Office:

Go Airlines (India) Ltd.
1st Floor, C-1, Wadia International Centre (WIC),
Pandurang Budhkar Marg,
Worli, Mumbai 400 025.
Nearest Landmark : Deepak Talkies
Board Line: 6741 0000,
Fax: +91 22 67410001

Other Contact details

For all your Travel Insurance enquires: Tata AIG General Insurance Company Limited # 1800119966 or email at Customersupport@tata-aig.com.
For all your Hotel Accommodation enquires: Please contact Make my Trip at # 1800118747 or email at hotelservice@makemytrip.com.
For any queries/issues regarding the snacks/drinks purchased on board: Café Coffee Day at onboard@cafecoffeeday.com.

Go air assumes no responsibility on matters related to insurance, hotel bookings and refreshments served on board.

Reservation process

Grab the best travel deals on India’s most reliable airline GoAir! Our Dynamic internet based reservation system is fine tuned to offer the best available fares at any given point and time on all booking mediums. GoAir tickets can be purchased from -

The GoAir website : www.goair.in
Contact Centre: 1800 222 111/09223 222 111
Your Travel Agent

You can make reservations through our retail distribution network spread across select cities in India.

Fare: We follow a dynamic fare policy and the fare levels fluctuate depending on the number of bookings made / anticipated on a particular flight.

It is our commitment to our Customers that at any given point of time the lowest available fare at that time would be made available on all booking mediums. In case a lower fare level is available after a Customer has made his booking, a rebooking will be allowed on the lower fare level after paying a seat release charge.

Customers should note that certain fares are offered subject to certain conditions, which may limit, restrict or exclude the right of the Customer to change or cancel Bookings. Any fares with less than standard surcharges are promotional fares. Promotional fares are non-cancellable.

Given below section details the applicable booking charges for each category of fares

	Go Smart	Go Flexi	Go Business
Adult	Base Fare+ Applicable taxes & Surcharge	Base Fare+ Applicable taxes & Surcharge	Base Fare+ Applicable taxes & Surcharge
Infant	Rs.907/- + applicable PSF & applicable service tax	Rs.907/- + applicable PSF & applicable service tax	Rs.907/- + applicable PSF & applicable Service Tax

In line with the industry practice we overbook flights to a limited extent, to reduce the possibility of flights departing with empty seats. We operate with the objective that no Customer with a confirmed reservation should be denied boarding. However in exceptional cases where we have more Customers reporting for particular flight than the seats available we make all efforts to provide alternatives and minimize inconvenience to our Customers who are denied boarding.

In such cases we follow a policy which is laid down by the Director General of Civil Aviation. For more details, kindly visit the Terms and Conditions section on our website http://goair.in/CAR_Policy.pdf

Payment Options:

Our fares are quoted in Indian Rupees and our International Customers can book and make payments through their credit card.

We accept all major Credit Cards at our reservation touch points and Contact Center. Select Debit cards are accepted only at the Reservation counter and the GoAir website. Personal cheques are not accepted as a mode of payment.

Itinerary printouts with the name of the customers will be checked by Airport Security Unit at the time of entering the terminal and at the check-in counter by the check in agent. Customers who do not have the ticket print outs are requested to collect them from the GoAir office located outside the departure terminal. A charge of INR 50/- will be levied for each print out of an Itinerary / Ticket from any of the GoAir Ticketing Counters / City Offices across India.This fee is applicable only on requests for a print out of an existing itinerary / ticket, already paid for earlier and not for fresh booking made at the ticketing office.

Last minute change in travel plan

We understand that our Customers could be in a situation where they have to amend or cancel their tickets. At GoAir, our Customers can amend or cancel their tickets up to two hours before the scheduled departure of the flight by visiting our website, our airport ticketing counter or calling GoAir Contact Centre

Customers can manage their booking with our easy to understand Booking Manager on our Website which has the following key features:

Retrieve and re-print your E- Ticket itinerary
Cancel & refund your booking(s)
Change Date of Travel.

Modification to your reservation can be done through our contact centre only 2 hours prior to schedule departure time of your flight by calling at 1-800-222-111 or 09223-222-111.

Cancellation Charges:

Details of cancellation and seat release charges are mentioned below:

	Go Smart	Go Flexi	Go Business
Adult	Rs.1000 /-	Rs. 400 /-	24hrs prior Departure: Nil. Within 24hrs & 2hr Prior to Departure: Rs 1000/-
Infant	Nil	Nil	Nil

The onus for canceling the PNR within the stipulated time rests with the Customers and if necessary should be done by visiting our Airport ticketing counter. Please be advised that bookings made at the travel agent cannot be cancelled on our website.

Rebooking Charges:

Given below are the details of rebooking charges

	Go Smart	Go Flexi	Go Business
Adult	Rs. 1000/- + (w.e.f 1st April 2012) Difference in Base Fare & applicable taxes & Surcharges	Only Difference in Base Fare & applicable taxes & Surcharges	Only Difference in Base Fare & applicable taxes & Surcharges
Infant	Nil	Nil	Nil

Other Charges and features:

	Go Smart	Go Flexi	Go Business
Check-in Baggage Allowance	20 Kg	20 Kg	35 Kg
Hand Baggage Allowance	10 Kg	10 Kg	10 Kg
Travel Insurance	Rs 129 per person	Rs 129 per person	Rs 129 per person
Priority Check-in	Not Available	Not Available	Available At Mumbai, Delhi, Bengaluru and Kochi airports only
Snacks & Beverages	Buy on Board	Buy on Board	Complimentary
Seat Layout	3 Seater	3 Seater	2 Seater (Center Seat always Vacant)

Keeping you informed

At GoAir we are committed to keep our Customers informed in case of known delays, cancellations and diversions as early as possible. We use the contact details in your reservation record to update you or if you have made the reservation through a travel agent we attempt to contact him in case your contact number is not available in our records. To help us in reaching you on priority in the event of any change in schedule or delay of flights, we request our Customers to provide their valid mobile phone numbers and alternate contact numbers, along with their email id, while making a reservation at any of our channels.

Refunds

On cancellation of travel itinerary it is seen that normally Customers prefer to take the refund by way of credit note with validity of 12 months as it becomes more convenient and easily available to use it for future travel. The refund however will be given by way of Mode of Payment if preferred by the Customer cancelling his bookings(in case of cash bookings, the refund will be given in the form of cheque). Cancellations to bookings less than 2 hours prior to the scheduled departure time will be treated as no show Customers.

Customers should note that certain fares are offered subject to certain conditions, which may limit, restrict or exclude the right of the Customers to change or cancel Bookings.

Tips on credit card fraud prevention process

To avoid being a victim of credit card frauds, GoAir advises you to always keep the following in mind:

If you have booked tickets with your credit card, bring along a photocopy (both front & back) of your credit card while travelling.
If the booking has been made on someone else’s card, carry an authorization letter from the person as well as a photocopy of that card.
While submitting the photocopy, make sure you strike off the CVV number on it (On the reverse of the card, in italics at the end of the signature panel).

Reporting time

In view of the new ATC initiative Customers are advised to report at the earliest but not later than 45 minutes prior to departure time. (90 minutes in case of Srinagar and Jammu airports and 120 minutes in case of Bagdogra airport due to extra time required for security procedures). Customer check-in starts 2 hours prior to the scheduled departure time of the flight. (180 minutes in case of Srinagar & Jammu airports). Customers travelling as Groups (10 or more Customers) are advised to report at the airport at least 90 minutes prior to the flight departure.

Photo-ID Requirement

All Customers must present valid identification at check-in. The valid photo identification documents allowed are- Passport / Driving License / Election Voter Card / PAN Card / Photo Identity cards issued by Govt., Public and reputed Private sector organizations / Photo Credit Card. In case the Customers do not possess any of the above documents, they should carry a relevant attested document that contains a recent photograph of the travelling Customers.

Check-in closure

Check-in counter closes strictly 40 minutes prior to the scheduled departure time. Customers must report sufficiently in advance to avoid missing the flight and inconvenience further. We are committed to making you reach your destination in time, and expect you to value your time and the time of your co-Customers. We, therefore request you to check-in at the right time. Please note you will need to cater for: Landing at the wrong terminal (please check details of Terminal from GoAir website or from our call centre) Traffic jams, other disruptions that may take you longer to reach our counters. The airline reserves the right not to accept you if you are unable to reach the counter 40 minutes before the scheduled departure time of the flight.

Check-in process

CISF personnel manning the airport entry, verifies Customer’s identity and the ticket before allowing entry into the terminal. Customers are requested to keep their personal photo id and Itinerary printouts handy to meet this requirement. Our Customers can take a print out of the e-ticket from our GoAir Reservation office at the airport by paying a charge of INR 50/- for each itenary. This fee is applicable only on requests for a print out of an existing itinerary and not for a fresh booking made at the ticketing office. GoAir Customer check-in starts 2 hours prior to the scheduled departure time of the flight. (180 minutes in case of Srinagar, Jammu & Leh airports).

All efforts are made to ensure a smooth Check-in. The availability of multiple Check-in counters and the presence of efficient staff help reduce congestion, which translates into less waiting time at the counters and On time departure of our flights.

GoAir offers its Customers assigned seating at the airport check-in counters. All Customers must carry and present on demand valid photo identification document at the check-in counter.

Our GoBusiness Customers enjoy priority check in at Mumbai, Delhi, Bengaluru and Kochi airports.

Baggage allowance

To ensure that travel is comfortable and safe for all Customers, it is important that baggage carried in the cabin comply with a set of rules and allowances. Bureau of Civil Aviation Security (BCAS) has the following guidelines: Dimensions of your cabin baggage cannot exceed [55cm + 35cm + 25cm (Total 115 cm) and must weigh no more than 10kgs.

Given below section gives details of the baggage allowances and related aspects

	Go Smart	Go Flexi	Go Business
Check-in Baggage Allowance	20 Kg	20 Kg	35 Kg
Hand Baggage Allowance	10 Kg	10 Kg	10 Kg
Check-in Baggage Dimensions	Not to exceed 158cm in overall dimensions (L+W+H)
Cabin Baggage Dimensions	Not to exceed 55cm+35cm+25cm (Total 115cms)
Excess Baggage Charges	Rs. 250/Kg

Please note: Infants do not have any check in baggage allowance. However customers traveling with an infant are allowed to carry one extra cabin baggage weighing not more than 10 kgs for baby food etc and one fully collapsible baby push chair or stroller or baby basket. In addition to the normal cabin baggage allowance the following items are permissible free of charge:

A ladies purse / hand bag
An overcoat wrap or blanket
An umbrella or a walking stick
A reasonable amount of reading material
A small camera or binoculars
Infant's food for Customers travelling with Infant on lap
A laptop computer

Where a Customer wishes to carry an oversized item on board, which will fit safely in a seat, the Customer may do so upon purchase of an additional seat on that flight, subject to availability and applicable fares, wherein the maximum weight of the blocked seat baggage shall not exceed 75kgs and the height of the article to be carried should not exceed the height of the headrest of the seat.

Please note that no hand baggage, other than laptop and digital camera; is permitted from Srinagar, Jammu & Leh Airports. GoAir allows a total of 30 kgs & 45 kgs on GoSmart / GoFlexi & GoBusiness respectively as check-in baggage on all flights from these airports.

For health and safety reasons, GoAir will not accept any individual item exceeding 32 kilos. For oversized baggage, comprising but not restricted to sporting, musical equipment etc. an additional charge of Rs. 1000/- per item per sector will be levied. GoAir reserves the right to refuse to carry any luggage that does not comply with its policies.

For Customers travelling on an International flight

All Customers travelling by a GoAir flight after having arrived from an international destination within 24 hours of the GoAir flight departure time or ticketed to board a flight to an international destination within 24 hours of arrival at the GoAir flight destination, would be entitled to carry checked in baggage up to 46 kgs on GoSmart, GoFlexi and GoBusiness subject to production, at the time of check in, of their international boarding pass for Customers just arrived in India , or air tickets for Customers departing from India, along with photo identification.

Dangerous Articles in Baggage

For safety reasons dangerous articles, such as those listed below, must not be carried in the Customer's baggage:

Toy or replica guns (plastic or metal)
Catapults
Household cutlery
Knives with blades (of any length)
Paper knives
Razor blades
Darts
Scissors
Sporting bats
Billiard, snooker, pool cues
Cigarette lighters including butane, absorbed-fuel (Zippo-type), electric / battery-powered and novelty lighters
Matches
Tradesmen's tools
Compressed gasses e.g. deeply refrigerated, flammable, non-flammable and poisonous such as butane oxygen, liquid nitrogen, aqualung cylinders and compressed gas cylinders.
Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury.
Explosives, ammunitions, fireworks and flares, ammunition including blank cartridges, handguns, fireworks and pistol caps
Flammable liquids and solids such as: Paints, thinners, fire-lighters, radioactive material, briefcases and attaché case with installed alarm devices and oxidizing materials such as bleaching powder and peroxides
Poisons and infectious substances such as insecticides, weed-killers and live virus materials. Other dangerous articles such as magnetized materials, offensive or irritating materials.

Limited quantities of medicines and toiletries that you need during the flight may be carried.

Please note: Security personnel are permitted to remove any article which in their reasonable opinion may be used or adapted for causing injury or incapacitation of any person.

Boarding Process

For the comfort of families with young children and to ensure that your flight takes off smoothly, GoAir offers priority boarding to families with young children and elderly Customers.

To ensure on time departure of flights, Customers are requested to reach the boarding gate in advance. Customers who present themselves for boarding after the gates have closed will unfortunately not be accepted for travel and their baggage will be offloaded. Since boarding times vary across the GoAir network, please make sure to check your boarding pass. Thank you for helping us maintain a high on-time performance.

Delay Handling / Re-routing

Safety, security and consistent delivery of the basics are the foundation of everything we do. In case of delays at the airport, we make all effort to minimize the inconvenience. Customers are offered refreshments in case the delay is more than 2 hours. We offer the following options to our Customers in case of cancellation and delays spanning more than 2 hours / Preponment by 30 Minutes / Unable to provide previously confirmed space:

If the booking has been done via a travel agent the amount due would be credited to the Travel Agent’s Account.
Reservations made with the mode of payment as cash at the Airport ticketing office would be refunded via cheque within a period of 15 business days.
Credit card bookings made via all other mediums would be refunded back on to the credit card within 7 business days.
For further details please refer the Terms and Conditions.

At GoAir we always like to challenge the mundane and push airline innovation to give our Customers something little special; why should getting to your destination be a chore?

World class crew

Our world class crew is trained keeping in mind the best in Safety and hospitality standards. They undergo rigorous training programs in the Safety & First Aid, Service Delivery and Personality Development before they are cleared to take on the role of hosts on board. Our aim is to provide the most comfortable, relaxing environment for your travel.

Aircraft Ambience

With one of the youngest fleet of Aircrafts in the Indian skies, our Customers can expect an unusually high level of comfort and the same standards of service we provide throughout each aircraft. We continuously improve our aircraft services, so you can enjoy greater comfort and convenience in the air.

Meal options

At GoAir we like to stand out from the crowd. That's why with a GoBusiness Reservation done 24hrs prior the start of your journey you can expect not only great service from our dedicated cabin crew, but also complimentary Hot Meals (Veg / Non-Veg) & unlimited tea, coffee & water.

For all GoBusiness Reservations made within 24hrs of starting your journey are also served complimentary refreshments (Veg / Non- Veg) & unlimited tea, coffee & water.

So wherever you are off to, you can sit back and relax knowing that we will ensure you have a really enjoyable flight. Our GoBusiness Customers are also provided with a choice of Business Newspaper and 1 weekly magazine on request. If you are back from a business meeting or want to enjoy a relaxing siesta, our helpful cabin crew would always be happy to provide you with a pillow and blanket on request.

Buy on board: Customers travelling economy can avail our buy on board meal services.

In-flight meals on GoAir: GoAir sells a variety of well selected Café Coffee Day Snacks (Veg & Non Veg) and Beverages (Cold and Hot) on board? (Sandwiches, Combo Snacks, Savouries, Knick Knacks, Cookies, Energy Bars, Selection of Cold and Hot Beverages and Water? Customers may purchase the same against cash payment. We do not accept credit card / debit cards or cheques.

Pre-book snacks on www.GoAir.in: Now pre-purchase your snacks when you book your ticket(s) on GoAir flight(s). Choose between a Vegetarian and Non-vegetarian combo snack to suit your preference.

Terms and Conditions:

Customers now have the option to purchase their snack at least twelve (12) hours prior to scheduled departure time of your flight on all Go Air flights
Selection of snacks are subject to substitution/change as per availability
The snacks Type/Request Option is linked with the flight Ticket. Once customers have chosen their snack preference (vegetarian or non- vegetarian) and have placed their snack Request, they cannot change the said preference later.
Customers can book and purchase the snack only by logging on to our website www.goair.in
For flights where there is no change in flight number (‘via flights’), customers will be able to place their snack Requests only for the first leg of the journey and the snack will also be served only on the first leg of the journey
For multi sector flights, customers may purchase additional snacks onboard for the connecting sectors.
The price of the snack is inclusive of all taxes.
To avail the snack the e-ticket printout must be presented to the crew, failing which no snack will be served.
Payment is collected on account of Café Coffee Day for in-flight snack served to the guest on all Go Air flights.
Go Airlines reserves the right to change, amend and/or withdraw any of these terms & conditions without any reason and at anytime, without prior notice.

Cancellation and Refund of Snack Requests

Snacks purchased at the time of booking are non-refundable in case of ticket cancellation or NO-SHOW.
If the flight is cancelled by Go Airlines, the amount paid for the snack request will be refunded in the original form of payment by way of reversal on your debit or credit card entry.

Rescheduling and Refund of Snack Requests

Customers rescheduling their itinerary will not result in the snack request to be carried forwarded to the new itinerary and the amount collected for the snack will not be refunded.
If the flight is rescheduled by Go Air, customer Snack Request will be carried forward at no extra cost.

Retail Therapy: Ever thought of shopping at 35000 feet GoAir offers a basket of quality products at huge discounts, something you would never find at the mall you always shop at!

GoBusiness service

GoBusiness is a product offered by GoAir to Customers who prefer travelling in Business class comfort at almost economy prices.
Our GoBusiness Cabin Features include:

An increased leg room to 34"+ as compared to GoSmart and GoFlexi seating
Guaranteed Seat in first 2 rows
Choice between a window & aisle seats as the middle seat is always free for your added comfort.
Complimentary food & beverage
Baggage allowance up to 35kgs
Zero rebooking charges
Nominal cancellation charges
Priority check-in at Mumbai & Delhi Airport

Baggage delivery

At GoAir we make the best endeavour to make sure that your baggage reaches the destination safely.

Your property is important to us and we will assist you, should you ever get separated from your baggage. We have a sophisticated system in place, designed to reunite Customers with their baggage as quickly as possible.

If you cannot find your baggage at the terminal, the first step is to approach the baggage Services desk or a GoAir representative available in the arrival hall, near the baggage claim area. Customers will be required to fill out a Property Irregularity Report giving related details of the baggage. This report will contain a unique reference number, which enables GoAir to trace your baggage as quickly and efficiently as possible. The more information you can give us about your baggage colour, make, identifying marks, etc. the better. If you have left the airport without filling out a report, please contact your local GoAir Airport office as soon as possible.

Go Air will make the best endeavor to make sure that your baggage reaches the destination safely, however it assumes no responsibility or liability for damage or wear and tear to luggage (including without limitation, scratches, torn zippers, straps, wheels, handles, scuffs, dents, soiling, breaking, leaking or manufacturing defects), or for unsuitably packed, perishable, damaged or fragile items within the baggage, or for water damage to non-waterproof baggage. It is necessary that all medication, valuables and precious items (cameras, jewellery, money, electronics, etc.) and items which are perishable should be carried in the Customer's Cabin Baggage and not the Checked Baggage. The Company shall not accept any responsibility for these items. In case, the passenger decides to carry any valuables in their checked-in baggage against the above advice; they will do this at their own risk and shall not hold Go Air responsible for any pilferage / damage / etc. to such valuables. They shall lay no claim against Go Air, its employees, agents, successors etc in this regard. Go Air is not liable for any loss or damage occurred by delay in the carriage by air of Customers or baggage.

GoAir's liability for loss of baggage is limited to Rs 200/- per kg up to a maximum of Rs 4000/- whichever is lower. GoAir assumes no liability for fragile or perishable articles.

Allow us 5 business days from the date of travel to locate misrouted baggage. When your baggage has been received , we will advise you immediately.

Checked baggage tips

Many bags look alike, so it is important to be able to recognize your own luggage. Always tie an identification tag to each checked item with your name, address and contact details.

GoAir staff at the check-in counter can provide you with a tag if you do not already have one. To further distinguish your luggage, consider tying a brightly coloured ribbon to the handle, placing a sticker on the bag, or otherwise decorating your property so that it is easily recognizable.

Some items should not be included in checked baggage, such as valuables (including jewellery), computers and electronic devices, keys, important documents (including passports) and medication or medical equipment that cannot be replaced quickly.

Please also ensure that your baggage is sufficiently robust, well packed and secured in order to withstand the usual and normal rigours of carriage by air without sustaining damage.

Lost property

If you think you have left something behind on one of our planes you can check if it has been found by calling the lost property department of the airport you arrived into.

Any lost property found on board our aircraft is taken off the plane by the Security Staff and passed to our lost property handlers who enter the details into a log and store the item for 3 calendar months from the day the aircraft arrives, unless it is a perishable item which will be destroyed immediately.

Chargeable

Carriage of weapons

Carriage of Weapons by bonafied passengers is governed by regulations/ directives from Bureau of Civil Aviation Security.

Customers wishing to carry licensed firearms/ ammunitions on GoAir flights must keep the following in mind:

As per BCAS regulation carriage of weapons in carry-on baggage or on one’s person is not allowed.
As per BCAS regulation one passenger can carry only one licensed firearm and/ or 50 ammunitions in his/her checked in baggage.
Two or more weapons cannot be placed in one check in baggage.
A charge of Rs.5250/- shall be levied for personal weapon and ammunition carried in checked in baggage on all our flights. i.e Rs 5250/- per weapon.
The above charges would be collected at the airport.
Personnel exempted from paying the above charges:
- Personnel from defense forces, Para military forces and police if traveling on duty and carrying an official movement order issued by their concerned department authorizing the carriage of weapon and / or ammunition for official purpose.
- Sports persons participating in sports events, holding authorization to carry weapon from the recognized sports body.

Note: For detailed procedure on carriage of weapons on GoAir flights please contact our feedback team on feedback@goair.in

Unaccompanied minor

GoAir is happy to help kids fly solo. We accept Unaccompanied Minors between the age of 5 and 12 years, upon a payment of an nominal fee of INR 1500/-.

At the time of booking, the Unaccompanied Minor service should be requested, either on GoAir website (www.goair.in), directly with the GoAir offices, with GoAir Contact Center or through a travel agent.

For children traveling alone(Unaccompanied Minors), we provide separate check-in facilities on departure, with dedicated GoAir staff to accompany them to the aircraft. A parent or guardian is required to complete a signed indemnity form at the point of check-in at each departure airport prior to travel, which must include the name and contact numbers for a parent or guardian who will meet the unaccompanied minor at the point of arrival. Parents or guardians are advised to present the child for check-in at least two hours prior departure and must remain at the airport until the flight has departed.

At the destination the unaccompanied minor is introduced to a member of our staff who will escort them to arrivals, where they will be handed over to the parent or guardian noted on the form to meet them. For security reasons the parent or guardian will be required to show formal identification, the details of which will be noted.

Note: Children between the age group of 5-12 years will be considered and treated as an unaccompanied minor even if they are accompanied by a customer who is in the age group of 13 years to 18 years.

Complimentary services

Wheel chair assistance

We can arrange for wheelchair transport from check-in to the boarding gate, making connections (if applicable), and from the aircraft to the arrivals hall at your destination. In order to serve you better, please let us know in advance of travel if you desire this service ? preferably at the time of booking.

Traveling with your own wheelchair: We are able to carry your wheelchair or mobility equipment on the flight. However, there are some restrictions on size and weight that you should discuss with your booking agent at the time of booking. Wheelchairs and other mobility equipment are carried free of charge and do not count against the standard baggage allowance.

If you have a battery-powered wheelchair, you will need to take certain safeguards before you travel. Please ask for details when you make your booking.

Visually impaired or hearing impaired Customers: If you require meet-and-assist service, or if you need to be guided to or from the aircraft, please notify the booking agent.

If there is any other special need with which you require assistance, please do not hesitate to ask when you book your flight with GoAir. We will do everything we can to accommodate your needs.

Customers with reduced mobility

Person with reduced mobility' means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and the adaptation to his or her particular needs of the service made available to all Customers.

Go Air follows a detailed procedure for carriage of disabled persons or persons with reduced mobility and has also developed emergency evacuation procedures and training of the staff for handling Customers with disabilities. Go Airline shall provide necessary assistance to persons with disabilities/ impairment provided such persons or their representatives inform us of their requirement in advance. Because of safety reasons the number of non ambulatory Customers which can be carried is limited and is detailed below

A/C Type	Unescorted	Escorted	Total per A/c
A320	Max 4	Max 8	Up to 8, all type

No Medical clearance or special forms are insisted from Customers with disabilities or persons with reduced mobility who only require special assistance at the airport in embarking/ disembarking and a reasonable accommodation in flight, who otherwise do not require any additional assistance. Such Customers/ Representatives are requested to inform our Airport Office/ Call center at least 24 hours prior to the flight. However there are certain conditions under which the Customer will need a prior clearance from the GoAir Medical Department before travel. The conditions under which prior clearance is required include:

Customer suffers from any disease, which is believed to be actively contagious and communicable.
Customer, because of certain diseases, or incapacitation may have or develop an adverse physical condition which could have an adverse effect during flight and on safety and emergency evacuation procedures;
Customer would require medical attention and / or special equipment to maintain their health during the flights;
There exists a possibility of medical condition aggravated during or because of the flight;

How to get a Medical Clearance?

MEDIF form (Medical Information Form) is required to be filled by the Customer's treating physician and will need to be submitted at GoAir Airport reservation office.
MEDIF form can be collected from any of the GoAir Ticketing Office or can be downloaded from the GoAir Website. MEDIF form has two Attachments:- Form A: - Completed by the Airport Staff on receiving a filled Form B. Form B: - Completed by the Attending Physician.
On receiving the filled MEDIF Form GoAir reservation office will coordinate with the GoAir Medical Department for clearance.
On receiving clearance from Medical Department Customer/Representative will be updated and reservation formalities will need to be completed.
A minimum of 72 hours prior notice is required for all the formalities to be completed.
On the day of travel, Customer should report 90min prior to the departure time in order to ease the procedures of check in as well as boarding.
Customers who need assistance in feeding, communicating, toileting and personal needs are requested to travel with an Escort.

Note :- The disabled Customer and / or his / her escort / accompanied representative should carry all the relevant medical documents for any reference by our airline personnel and / or airport authority to avoid inconvenience of their travel and to be used in case of any emergency medical aid.

At GoAir all efforts are made to ensure maximum comfort and care for the Customers throughout the course of travel both at the Departure and at the Arrival stations, some of the aspects of the assistance provided during travel include

Pre Assigning of Seats to offer maximum comfort
Complimentary Wheelchair Assistance till/ from the Aircraft
Assistance with Baggage at the Airport
Arrangement of Clearance Certificate for the Ambulance into the Airport (if requested)
Priority Tag on the bags to ensure early identification by the airline staff
Priority boarding to avoid inconvenience
A separate vehicle can be arranged inside the Airport for ramp transfers (If required & on availability Basis)
Customer can use their own wheelchair till/ from the Aircraft (Subject to Security Clearance)
Assistance with seating inside the Aircraft
Special pre- flight briefing is conducted by the crew to acquaint the disabled Customers on emergency evacuation procedures and aircraft facilities
A separate pre- flight briefing conducted by the crew to the blind Customer travelling alone on emergency evacuation procedures, physical demonstration on use of drop down oxygen mask, seat belts, Life jackets, Brace position.
Priority delivery & Assistance with baggage from the aircraft on arrival

Customer Medical Certification: In general for below mentioned health/medical conditions, a Customer requires a Fit to Fly as a Customer / Fit for Air Travel? Medical Certificate valid for travel date, ideally issued in the last 24 (twenty four) hours from his/her treating and/or consulting registered allopath specialist/consultant doctor along with his name, signature and medical council registration number (and preferably on a letter head).

Any medical/surgical illness or condition that may cause in-flight/on-board problem or even death.
Any medical/surgical complicated, unstable or uncontrolled condition that may cause inflight/on-board problem or even death.
Undergone surgery/operation and/or suffered/suffering major/critical illness in the past15 to 30 days.
Pregnancy from 28th week onwards (i.e. completed 27 weeks)
Suffering or under treatment for any infectious/contagious illness.
Discharge after hospitalization for any reason.
Customer in doubt of need of medical fitness certificate i.e. in case if Customer is unsure whether he/she requires a medical certificate, is advised to obtain one to avoid any inconvenience for air travel/medical clearance.
May require any emergency life support in-flight/on-board acceptable by our airline.

Expectant mothers and new born

To safeguard the health of mother and baby, the following guidelines for air travel apply:

Provided your pregnancy has been uncomplicated and you are not experiencing a related medical condition, there is no problem flying whilst pregnant until your 28th week.

For travel between 28-36 weeks, a Medical certification as Fit to Fly as Customer on date of travel is required from treating Doctor. Please note that for your safety, if you choose not to carry a medical certificate, GoAir reserves the right, under certain circumstances, to refuse boarding.

Travel after the 36th week of gestation is not permitted.

New born babies can travel from Day 7, if born on or after the due date with no complications. In case of caesarean section and/or complicated delivery they can fly after 2 weeks.

Communicable diseases

The following diseases are regarded as being communicable and may pose a direct threat to the health and safety of others. We recommend the following guidelines when deciding whether you should fly.

Chicken Pox	Can travel 5 days after the rash becomes evident
Hepatitis A	As long as you feel well enough to travel.
Measles	Can travel 5 days after the rash becomes evident.
Mumps	Can travel 5 days from when swelling started.
Rubella	Can travel 5 days after the rash becomes evident.
Shingles	Can travel as long as rash is not weeping or is covered.
Tuberculosis	Can travel if medical evidence states you are not infectious.
Whooping Cough	Can travel 5 days after starting antibiotic treatment or 3 weeks after the onset of symptoms if not treated.
Yellow Fever	Can travel once you are well enough and your treating doctor has deemed you fit to travel.
Influenza/Flu	Can travel once symptoms have resolved.

If you have or have had any of the above listed illnesses recently, we ask that you get in touch with a GoAir Contact center or reservation agents for further information.

** GoAir reserves the right, under certain medical circumstances that you may suffer from, to refuse boarding.

We listen

It is very important for us to learn and understand how our Customers perceive our services across our network. In a dynamic business environment, our approach to meet our Customers’ changing needs and expectations is also very dynamic. We are constantly in the process of rediscovering and challenging the way we operate and serve our Customers.

Therefore, we do a continuous in-depth measurement and research to know them, which give us insights about their changing needs and help us take better decisions to satisfy them.

We understand and improve

How do we do it?

Onboard Feedback Form

Our onboard questionnaire is a comprehensive and detailed source of information to us. It acquaints us with Customers’ opinions regarding both our ground and in-flight services and gives them the opportunity to share their experience with us.

Online Feedback

Customers have the option of expressing their views online through our site. Online feedback hence received is another valuable opportunity to learn about our Customers’ expectations and needs.

Operational Reports

Our teams take the responsibility of reporting any discrepancy and relevant information as an outcome of both formal and informal interaction with our Customers.

What do we measure?

A detailed quantitative and qualitative analysis is conducted to help measure Customer Satisfaction across various dimensions. Continuous monitoring and comparison of results month on month exposes the areas for improvement.

What Next?

The insights are shared with the company’s senior management for immediate actions. Customer feedback and subsequent changes are shared across the GoAir network to keep our people informed. The findings are used for setting of targets for Customer satisfaction performance and further revisions of existing standards.

We Respond

Our Customer Service and Quality department is dedicated to addressing Customer comments & concerns. All the feedback received is personally read and depending on the nature of feedback, detailed investigations are conducted. Responses to all specific feedback are sent as soon as possible.

Concerns and feedback

We put Customer service and commitment to our Customers at the heart of what we do. We strive to get it right, first time, every time. Our Customers can reach us with their feedback on GoAir experience by writing to us at feedback@goair.in.

Alternatively you could write to us at:

Go Airlines (India) Ltd.
1st Floor, C-1, Wadia International Centre (WIC),
Pandurang Budhkar Marg,
Worli, Mumbai 400 025.
Nearest Landmark : Deepak Talkies
Board Line: 6741 0000,
Fax: +91 22 67410001

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