What are the features of the Manage Booking option on the website?
Under the manage booking option on the website by entering the PNR and Last Name / Email and clicking 'Retrieve Booking' you will be able to: • Change departure and return date • Re-route your flight • Pre-book refreshments • Pre-book excess baggage • Priority check-in • Pre-book seat
Would I be able to change my origin and destination under Manage Booking facility?
You will be able to change your origin and destination through the Manage Booking facility but passengers can opt to cancel their reservation and create a new reservation through the regular booking procedure.
How can I book a wheelchair and what is the procedure?
We have wheelchair service available for use at all airport locations to assist with transportation from check-in to the boarding gate and from the aircraft to the arrivals hall at the destination. However, this depends upon the availability of wheelchairs on flight. Customers can request this service when making their flight booking via our contact center or they can call us after making their booking on our website.
What would be my cabin / checked-in baggage allowance for GoSmart (Economy) Class?
For Domestic Flights - You may carry a maximum of one piece of cabin baggage not exceeding 55cm + 35cm + 25cm (Total 115 cms) and must weigh no more than 07 Kgs. The Checked-in baggage should be up to 15 Kgs and not exceed 158 cm in overall dimensions (L+W+H).
For International Flights - Hand/ Cabin Baggage: Hand/ Cabin baggage of maximum 7 kg. (including Laptop and duty free shopping bags) having maximum overall dimensions of: 108 cms. Passengers with infants are allowed to carry an additional piece of hand baggage of maximum 7 kg., not exceeding the size dimensions, as mentioned hereinbefore. Check-in Baggage :The free checked baggage allowance on GoAir international flights is as follows.
Free Bag Allowance
Excess Baggage Per KG
Ex India to Male
Ex India to Phuket
Ex India to Muscat
Ex India to Abu Dhabi
Ex Abu Dhabi
The dimensions of the checked baggage should not exceed 158 cm (62 inches) in overall dimensions (L+W+H). GoAir does not have a limit on the number of bags; however each bag must not exceed 32 kgs as per airport baggage restriction.
What is the cabin / checked-in baggage allowance for GoBusiness travelers?
A customer may carry a maximum of one piece of cabin baggage not exceeding 55cm + 35cm + 25cm (Total 115 cms) and must weigh no more than 07 Kgs. The checked-in baggage should be up to 35 Kgs and not exceed 158 cms in overall dimensions (L+W+H).
What happens if my baggage is damaged?
In case of any such unfortunate instance, the matter must be reported to our airport staff before leaving the airport premises, wherein our staff would then raise a Damage Baggage Report (DBR) stating the losses incurred, assess the situation and resolve the same as per set guidelines.
What happens if my baggage has not reached its destination?
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 have to fill a Property Irregularity Report (PIR) giving related details of their baggage. This report will contain a unique reference number which enables GoAir to trace their baggage as quickly and efficiently as possible.
What happens if my baggage has been misrouted or declared lost?
Allow us 5 business days from the date of travel to locate misrouted baggage. When the customer’s baggage is received, we inform them immediately. GoAir's liability for loss of baggage is limited to ₹200/- per Kg up to a maximum of ₹ 4,000/- or whichever is lower.
What is the check-in closure and boarding gate closure time?
The Check-in counter closes strictly 45 minutes prior to the scheduled departure time. Customers must report sufficiently in advance to avoid missing the flight. The Boarding Gate closes 25 minutes prior to scheduled departure time. After checking-in and collecting your boarding pass, please ensure that you go through the security check and await the boarding call.
How do I book excess baggage when travelling in domestic sectors?
If customer wishes to carry more than the standard baggage allowance of 15 kg, they can pre-purchase the same in increments of 5 kg, 10 kg, 15 kg & 30 kg on our website.
What would be the charges if I purchase excess baggage while travelling in domestic sectors?
Customers can pre-book excess baggage in increments of 5Kg, 10Kg, 15Kg and 30Kg 5Kg- ₹ 1,900 10Kg- ₹ 3,800 15 Kg- ₹ 5,700 30Kg- ₹ 11,400
What would be the charges if I purchase excess baggage while connecting onto domestic GoAir flights while flying from / to international destinations within 24 hours of my travel?
Customers can pre-book excess baggage in increments of 8Kg, 10Kg, 15Kg and 30Kg on our website. 8Kg- ₹ 1000 10Kg- ₹ 1,250 15 Kg- ₹ 1,500 30Kg- ₹ 2,500
When can I do a web check-in?
Web check-in can be done within 72 hours until 2 hours prior to the departure of your flight.
Why am I unable to do a web check--in?
If you are booked under any of the below categories, web check-in would be restricted for verification of valid photo identification at the airport check-in counter. Defence personnel / Student / Senior Citizen / Customers with infants.
How can I print / re-print my Web Check-in boarding pass?
If you have already Web Checked-in, you will need to click on the web check-in option on our website and retrieve your reservation using your PNR (a six digit code that indicate your reservation), and email address or last name. Once your reservation is retrieved you can print or reprint your boarding pass.
What would be the baggage allowance if am travelling with an infant?
There is no check-in baggage allowance for infants. However, customer travelling with an infant are allowed to carry one extra cabin baggage weighing not more than 07kgs for baby food etc. and a fully collapsible baby wrap or a blanket.
How do I get a Travel Certificate and are there any charges applicable?
You may send a request for the travel certificate with your PNR details to [email protected] or you may contact our contact center for assistance. We would also like to inform you that there are no charges applicable.
How do I get a copy of my GST invoice?
You may log on to our website https://gst.goair.in/ to download your GST invoice.
What is a web fee?
Non-refundable Web fee of ₹ 250/- per passenger per sector (inclusive of service tax and cess, if applicable) will be levied for all online transactions i.e. For One-Way journey ₹ 250/- per passenger & For Return journey ₹ 500 per passenger.
What is a convenience fee?
For bookings made through our contact center or Airport ticketing office, there will be non-refundable convenience fee charge of ₹ 250/- per passenger, per segment i.e. For One-Way journey ₹ 250/- per passenger & For Return journey ₹ 500/- per passenger (inclusive of service tax and cess if applicable).
Are Debit cards accepted for bookings on IVR?
No. Currently we accept only Credit cards for bookings on IVR.
Can I book through the contact center using my credit card for another customer?
While it is recommended to pay for your own flight ticket, you can pay for another customer using your credit card. However, in such a case the customer should carry a photocopy of (front and back) of the credit card used for purchase of the tickets attested by the credit card holder for verification at the Airport check-in counter. 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.
Will I need One Time Password (OTP) during the booking process?
Yes, the IVR will prompt for One Time Password (OTP) during the payment process. The One Time Password can be generated on the call. You need to contact your bank for OTP before calling the contact center to make the reservation. You can call us to make your booking once the OTP is received from your card issuing bank.
Are there any additional charges if I make a booking through the contact centre?
A nominal non-refundable convenience fee of INR 250 per person per segment will be charged i.e. For One-Way journey ₹ 250/- per passenger & For Return journey ₹ 500/- per passenger (inclusive of service tax and cess if applicable).
How safe is it to give my Credit card number on the IVR?
With the IVR system, your credit card number is punched through the keypad on your phone and not provided verbally to the Contact Centre agent. Your credit card details are encrypted and are masked in the PNR / reservation record and not accessible to the Customer Care agent. The entire process is fully automated and ensures security of your card information.
Which credit card types are accepted for booking on IVR?
We accept MasterCard, Visa and American Express credit cards, issued in India, for bookings at the contact center.
How can I change / cancel my reservation?
You may change / re-book / cancel bookings under manage booking option on the homepage of our website. You can make special service request additions (meals, seat, pre-book excess baggage etc.) in your booking. You can also update your contact information on this page. You can also process changes / cancellations to the itinerary at least 2 hours prior to the scheduled departure time by visiting our Airport ticketing counter or by calling Contact Center.
How can a refund for a cancelled ticket be obtained?
For cancelled tickets, in case of credit card payments refund will be processed after the deduction of appropriate cancellation fees, which may take up to 7 working days.
What is the amount refunded for a flight I missed?
In case of a missed flight / no show, entire gross fare will be forfeited except for the applicable Passenger Service Fee (PSF) and User Development Fee (UDF) which will be refunded in the same mode of payment in which the payment was originally received and only upon receiving such request in writing from the Customer within 15 calendar days from the date of 'No Show'.
Can I obtain refund on cancellation of an itinerary?
You can obtain refund on cancellation of an itinerary. When you cancel the ticket online the amount gets refunded after the applicable cancellation charges are deducted. Changes or cancellations to booking must be made at least 2 hrs prior to the scheduled departure time. There will be an imposition of No Show charges if the ticket is not cancelled / rescheduled within the stipulated time which means the entire ticket amount will be forfeited and only applicable taxes will be refunded.
How can I obtain refund for a ticket booked through a travel agency?
In case tickets are purchased through a travel agent / portal, the airline shall refund the amount to the travel agent and they will credit the money into your account.
What are the charges incurred in case of flight cancellation?
The following charges are incurred in case of flight cancellations: 0-2 hours: 100% except taxes. Upto 2 hours before schedule departure: INR 3,000 per customer per sector or Base Fare + Fuel Surcharge, whichever is lower shall be applicable.
What will be the rescheduling charges incurred?
Currently the rescheduling charges are as follows: • GoSmart: INR 2,225 + difference in base fare and applicable taxes and surcharge. • GoBusiness: Only difference in base fare and applicable taxes and surcharge • GoValue: Up to 2 rebooking allowed at ₹100 per passenger, per segment, plus difference of fare.
Can I carry a power bank in my checked-in baggage?
Power bank chargers are prohibited in check-in baggage. The same can be carried in the cabin baggage only.
What items are not permitted on a GoAir flight?
For safety reasons, dangerous articles, such as those listed below, must not be carried in the Customer's baggage: 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: lighter refills, lighter fuel, matches, paints, thinners, fire-lighters, lighters that need inverting before ignition, matches, 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. Carriage of dry cell batteries, knives, scissors, sharp instruments, tools, firearms, ammunitions and toy Replicas are prohibited in the Customer cabin. Samsung Galaxy Note 7 and Note 2 smartphones are prohibited in Check-in baggage and hand baggage. Power bank chargers are prohibited in Check-in baggage. Carriage of such other articles, prohibited as per applicable laws
What are the photo- ID requirement for a GoAir flight?
All Customers must present valid identification at check-in. The valid photo identification documents allowed are: Valid Passport / Driving License / Election Voter Card / PAN Card Photo Identity cards issued by Government, 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 traveling Customers.
Will I be contacted in advance if my flight is delayed, preponed or cancelled?
If you have provided us with your SMS-capable mobile phone number or email address while booking, then GoAir will notify you in advance through an SMS or email. We strongly recommend that all passengers to provide us with their correct phone number and email address at the time of booking, in order to enable us to inform them in unforeseen cases of flight delays or cancellations. You can update your contact under the option 'Manage Booking' on our website.
If I have a connecting flight with GoAir, and I missed it due to late arrival of the incoming flight. Will I be compensated?
If your incoming flight is a GoAir Flight, we will accommodate you on the next available flight and ensure that you reach your destination as planned.
From which Terminal do flights operate from New Delhi?
Effective Oct 29, 2017, GoAir will operate all its flights from Terminal 2 at the Indira Gandhi International Airport, New Delhi.
How should I book a ticket if I don’t have a surname?
In case, you don’t have a surname mentioned in your government ID, you can use your first name as your surname during your booking. For example: A person with a name ‘ABC’ can fill their surname as ‘ABC’ during the booking. This way the booking would be made in the name of (Title) ABC ABC.
How do I book refreshments for my flight online and what are the charges?
Complimentary refreshments are not served on-board our flights. If your reservation is issued through the GoAir website, contact center or airport ticketing counter, you can pre-book a meal under the option 'Manage Booking' on our website. If your reservation is issued through a travel agency, you can pre-book a meal during web check-in (72 hours until 2 hours prior to departure of your flight), by calling our contact center or your respective travel agent. If you have not pre-booked your refreshments you can also purchase meal on-board based on availability.
How do I book a seat of my choice?
If your reservation is issued through the GoAir website, contact center or airport ticketing counter, you can pre-book a seat under the option 'Manage Booking' on our website. If your reservation is issued through a travel agency, you can pre-book a seat during web check-in (72 hours until 2 hours prior to departure of your flight), by calling our contact center or your respective travel agent. If you have not pre-booked your seat, you may request for one at the check-in counter and the same shall be provided based on availability.
What is a group booking?
A group is defined as 7 or more passengers travelling together on one reservation. All group enquiries should be directed to Group Desk - https://groups.goair.in/
How can I get a print out of my ticket / itinerary?
Click on Manage Booking on our website and retrieve your reservation by entering your PNR (a six digit code that indicate your reservation) and email address or last name. Once your reservation is retrieved you can take a print out of your ticket. Note: If you have made the reservation through a travel agency you may have to get your email address updated in order to retrieve the booking online. Alternatively, you may call our contact center at: 18602 100 999 / 91 22 6273 2111 for assistance.
Can I alter my name incase I am not able to travel and tranfer my ticket to another person?
Currently, the tickets are non-transferable, hence name changes on a confirmed reservation are not permissible. You will need to cancel your ticket and book a new ticket with the new customer's name. Cancellation charges, if any, will be applicable accordingly.
How can I contact GoAir for feedback or comments?
You may share your experiences, feedback or complaints by writing to [email protected]
What is the policy for Unaccompanied Minor?
Unaccompanied minors aged between 5 to 12 years shall be carried subject to payment of an additional fee of ₹1,500/- per UNM and upon signing of indemnity form at the ticketing counter at each departure airport by a parent or guardian of the minor. Children between the age group of 5-12 years and accompanied by a customer below 18 years of age will still be considered and treated as an unaccompanied minor. Unaccompanied minor must have valid photo ID proof prior to and at the check-in counters. Parents or guardians must remain present at the airport ticketing counter until the flight has departed. GoAir does not carry unaccompanied minors under the age of 5 years. Children below the age of 5 years must be accompanied on the same reservation by a customer over the age of 18 years.
By what time must an Unaccompanied Minor report at the airport?
All unaccompanied minors must report at the airport at least 2 hours prior to departure for domestic flight.
Do I need to fill any form for my child’s travel with GoAir?
A parent or guardian is required to complete a signed Indemnity form (available at the airport) at the point of check-in at each departure airport prior to travel. The form must include the name and contact numbers of the parent or guardian (above the age of 18) who will meet the unaccompanied minor at the point of arrival.
Do I need to provide a valid photo ID proof for my child?
Valid photo ID for both the unaccompanied minor and the parent/guardian is required at the point of check-in.
What is the age group of an infant?
For safety reasons, only children upto the age of 2 years, as on date of travel are permitted to travel as an infant.
Until when are Expectant Mothers permitted to fly?
Expectant mothers may be permitted to fly till the end of 27th week of pregnancy without any medical certificate. From 28th week to 36 weeks they are required to carry a 'Fit to Fly / Fit for Air Travel' medical certificate valid for travel date, and issued 24 (twenty four) hours prior to the date of travel from her treating and/or consulting Obstetrician & Gynecologist along with name, signature and medical council registration number (and preferably on a letter head). The medical certificate should be acceptable to the Duty Manager/Airport Manager and in case of doubt/clarification; the company doctor may be contacted for necessary advice. A copy of medical certificate to be retained by GoAir. Expectant mothers who are beyond 37 weeks onwards are not permitted to fly. Post-delivery mother and infant are permitted to fly after 7 days provided it was a normal delivery. In case of caesarian section and /or complicated delivery they can fly after 2 weeks.
What is a Defence Fare?
Discount on base fare is provided for bookings made under Defence category and is open to serving and retired Indian armed personnel and paramilitary personnel, their spouses and dependent children. This offer cannot be clubbed with any other promotional scheme or discount offer extended by GoAir. Defence reservations can be booked only through GoAir official website www.goair.in, GoAir ticketing counters, GoAir Contact Center and through Travel Agents. At the time of Check-in Defence personnel needs to carry valid photo ID and relevant military ID card, and present the same for verification at the check-in counter. Their dependents need to carry Defence personnel dependent ID proof. Customers will be permitted to fly only if they present their Defence id card else they will be denied boarding unless he/she purchases the ticket at current fare.
Students above 12 years can avail 5% discount on the base fare and get 25kg (Standard 15 + 10) extra baggage allowance. Student fare will be available only on bookings made on our website. Please note that a bonafide school/university ID is mandatory at the time of check-in. Scheme is valid for students only and not applicable for family members. Bookings made under Student Discount Scheme can be changed or cancelled. However, only one modification is allowed by calling at the contact center. Tickets booked under this scheme are non-transferable. No name changes are permitted. Web Check-in is not allowed for Student Discount bookings. Scheme cannot be combined with any other offers/discounts/promotions from GoAir. This offer is applicable for international students also. A valid student ID card as well as valid Govt approved photo ID and international boarding pass of travel within 24 hours needs to be presented to avail this offer.
What is Senior Citizen Fare?
This is a special fare applicable only for senior citizens, above the age of 60 years. The discount would be of 8% on base fare. Bookings under this fare are non-transferable. Customers booked under this Senior Citizen special fare need to carry a valid photo ID Card (like – Aadhaar card, Senior citizen card, Driving license etc. issued by a Government body) indicating their date of birth, and present it at the time of check-in at the airport. In absence of any valid documents the customer booked under the Special Fares for Senior Citizen will not be able to claim the benefits, under the offer and their booking will stand cancelled and if the passenger still intends to fly then the passenger will be required to pay differential fare as per the rate prevailing on the date of booking. Web Check-in is not available for bookings under Senior Citizen special fare. GoAir reserves the right to amend / cancel / withdraw the Scheme at any time without any prior intimation.
Does GoAir provide ear plugs and cotton?
GoAir currently does not provide ear plugs and cotton on-board. Therefore, we recommend that passengers carry their own chewing gum, cotton and/or ear plugs for their comfort. It is also recommended that customers carry blankets/ shawl on board as required.
Is alcohol offered on GoAir flights?
Serving of alcohol or consumption of alcohol is strictly prohibited on Domestic flights.
Is smoking allowed on-board GoAir flights?
Smoking is strictly prohibited on-board GoAir flights.
Can I carry water and food on-board?
Water up to 100ml is permissible to carry onboard. Bottled water is also available on board for sale. GoAir allows customers to bring food items on-board.