Terms & Conditions
Conditions of Carriage (International)
Article 1 - What particular expressions mean in these conditions
As the Passenger reads these conditions, please note that:
- “AIRCRAFT OPERATOR” Flights are operated by Go Airlines (India) Limited (“GoAir” / “Airline”).
- "AGREED STOPPING PLACES" means those places, except the place of departure and the place of destination, set out in the Ticket or shown in the Airline’s as scheduled stopping places on the Passenger’s route.
- "AUTHORISED AGENT" means a Passenger sales agent who has been appointed by GoAir to represent the Airline in the sale of air transportation on its services.
- "BAGGAGE" means the Passenger’s personal property accompanying them in connection with their trip. Unless otherwise specified, it consists of both their Checked and Hand Baggage.
- "BAGGAGE CHECK" means those portions of the Ticket which relate to the carriage of the Passenger’s Checked Baggage.
- "BAGGAGE IDENTIFICATION TAG" means a document issued solely for identification of Checked Baggage.
- "CARRIER" means an air carrier other than GoAir, whose designator code appears on the Passenger’s Ticket or on a Conjunction Ticket.
- "CHECKED BAGGAGE" means Baggage of which GoAir takes custody and for which the Airline has issued a Baggage Check.
- "CHECK-IN DEADLINE" means the time limit specified by GoAir by which the Passenger must have completed check-in formalities and received their boarding pass.
- "CONDITIONS OF CONTRACT" means those statements contained in or delivered with the Passenger’s Ticket or Itinerary/Receipt, identified as such and which incorporate, by reference, these Conditions of Carriage and notices.
- "CONVENTION" means whichever of the following instruments are applicable:
- the Convention for the Unification of Certain Rules relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (hereinafter referred to as the “Warsaw Convention”);
- the Warsaw Convention as amended at The Hague on 28 September 1955;
- the Warsaw Convention as amended by Additional Protocol No.1 of Montreal (1975);
- the Warsaw Convention as amended at The Hague and by Additional Protocol No.4 of Montreal (1975);
- the Montreal Convention (1999)
"GoAir DESIGNATOR CODE" means the two characters or three letters which identify particular air carriers and in the case of " Go Airlines (India) Limited " will mean "G8". "DAMAGE" includes death, wounding, or bodily injury to a Passenger, loss, partial loss or theft of or other damage to Baggage, arising out of or in connection with carriage or other services incidental thereto performed by GoAir. "DAYS" mean calendar days, including all seven days of the week; provided that, for the purpose of notification, the day upon which notice is dispatched shall not be counted; and provided further that for purposes of determining duration of validity of a Ticket, the day upon which the Ticket is issued, or the flight commenced shall not be counted. "FORCE MAJEURE" means unusual and unforeseeable circumstances beyond GoAir’s control, the consequences of which could not have been avoided even if all due care had been exercised. "HAND BAGGAGE" means any of the Passenger’s baggage other than Checked Baggage. "ITINERARY/RECEIPT" means a document or documents GoAir issues to Passengers travelling on Electronic Tickets that contains the Passenger's name, flight information and notices. "PASSENGER" means any person, except members of the crew, carried or to be carried in an aircraft pursuant to a Ticket. "STOPOVER" means a scheduled stop on the Passenger’s journey, at a point between the place of departure and the place of destination. "TARIFF" means the published fares, charges and/or related conditions of carriage of an airline filed, where required, with the appropriate authorities. "TICKET" means either the document entitled "Passenger Ticket and Baggage Check" or the Electronic Ticket, in each case issued by GoAir or on its behalf, and includes the Conditions of Contract and notices.
Article 2 – Applicability
2.1 OVERRIDING LAW
These Conditions of Carriage are applicable unless they are inconsistent with GoAir’s Tariffs or applicable law in which event such Tariffs or laws shall prevail.
If any provision of these Conditions of Carriage is invalid under any applicable law, the other provisions shall nevertheless remain valid.
2.2 CONDITIONS PREVAIL OVER REGULATIONS
Except as provided in these Conditions of Carriage, in the event of inconsistency between these Conditions of Carriage and any other regulations GoAir may have, dealing with particular subjects, these Conditions of Carriage shall prevail.
Article 3 – Tickets
3.1 GENERAL PROVISIONS
3.1.1 GoAir will provide carriage only to the Passenger(s) named in the Ticket, and appropriate identification proof needs to be produced at the time of travel.
3.1.2 For international travel, the passport must be valid for atleast 6 months from the date of travel. A passport must have a valid visa for travel. It is passenger responsibility to ensure appropriate travel documents are arranged and produced whenever required. We request all passengers to check and confirm from consulate of respective country for exact travel requirement and formalities.
3.1.3 For all international flights, the only acceptable proof of identification would be a valid passport.
3.1.4 Some Tickets are sold at discounted fares which may be partially or completely non-refundable. Passengers should choose the fare best suited to their needs. Certain fares could carry a restriction related to change/cancellation and policy. In case you do not wish to opt for restricted fare, you can book two separate PNRs for each sector without the benefits/restrictions of the return fare. All promo/sale fares are restrictive fares and are non-refundable. Certain promo/sale fares do not permit changes to the flight. Please check restrictions on the fare while booking. In the event of cancellation of non-cancellable ticket(s), the passengers shall only be refunded the amount paid towards any kind of taxes/ duties/ levies and/ or fees.
3.1.5 The Ticket is and remains at all times the property of the issuing carrier.
3.1.6 GoAir is a ticket less Airline. GoAir offers a printed itinerary with a reference number and the details of the reservations. An itinerary does not constitute a document of carriage. The Booking in GoAir’s database is the primary record of carriage and in the event of any differences between the itinerary and the Booking in GoAir’s database, the Booking will prevail.
3.1.7 GoAir does not issue open tickets hence no period of validity is applicable to the ticket.
- “Ok to Board” required for all customers holding ECR (Emigration Check Required) passport.
- “Ok to Board” required for all customers travelling with a print-out of Labour & Work e-visa.
Passenger travelling to Malé from India for an employment/tourist purpose but without a return ticket should carry a mandatory “OK TO BOARD” comment on the PNR. For further assistance, please get in touch with your Visa-issuing agency.
3.1.9 The Change, Cancelation, Infant and Convenience fee on GoAir international flights are given below.
Sector Change Fee Cancellation Fee Fee for Infant
INR 4500 + difference in fare
Convenience Fee (per passenger per segment)
Transaction Channel Domestic International
Credit & Debit cards Charges
Internet Banking Charges
Airport Ticketing Counter Charges
Booking Made from Reservation
Any other GoAir payment mode
3.1.10 In the event GoAir:
- cancels the flight; or
- prepones the flight by sixty (60) minutes or more; or
- postpones the flight by one hundred and twenty (120) minutes or more,
the affected passengers shall be entitled either for:
- full refund of the amount paid by them; or
- to be accommodated on alternate flight(s) for the same sector for next or preceding seven (07) days from the original date of journey, subject to availability and GoAir’s discretion.
3.2 BOOKING AMENDMENT/CHANGES AND CANCELLATION
3.2.1 Changes/cancellation may be made to a booking upto 4 hours prior to the scheduled departure time of the booked flight.
Name change is not permitted on your booking. Please ensure that passenger’s booking name matches the proof of identification.
3.2.2 Change of booking -Change in flight date, time, origin, destination constitutes as change of booking. Any change in booking shall attract a flight change fee per passenger per sector per change. Please refer Clause [3.1.9] of the T & C for applicable change fee for international bookings. In addition to the change fee, the upward difference between the original and the current fare including any change(s) in taxes, fees, surcharges, if any, are applicable. In case of the current available fares being lower than the original, balance funds will be retained in form of credit shell (ref 3.2.3)
3.2.3 Cancellation of booking - Any cancellation of the booking shall attract deduction towards cancellation fee per passenger per sector. Please refer Clause [3.1.9] of the T & C for applicable cancellation fee for international bookings. The balance amount would be retained under the original PNR as a credit shell. The credit shell amount may be adjusted by the Passenger for any future booking on GoAir provided atleast one of the Passenger booked in the original PNR (Credit Shell PNR) should be traveling in the new PNR or is refundable on request.
3.3 For food items purchased onboard, payment shall be accepted in Indian Rupee (INR), United States Dollar (USD) and the currency of the destination city only, except the currency of Sri Lankan Rupee (LKR), Maldivian Rufiyaa (MVR) and Nepalese Rupee (NPR).
In case of non-availability of pre-booked food item, GoAir will offer an alternate food option or a full refund of the amount paid by the passenger towards the pre-booked food item, in the form of the voucher, to be used against similar future purchases, at its discretion and without any further liability.
3.4 Any Passenger connecting to or from GoAir flights from the domestic to the international route or vice versa would have to adhere to the following:
- GoAir would not be responsible for any delay due to immigration/custom clearance leading to a missed onward connection. The Passenger may have to purchase a new ticket.
- The boarding card for the final international leg of journey would be issued only at the last departing station.
3.5 NAME AND ADDRESS OF CARRIER
GoAir’s name may be abbreviated to GoAir’s Designator Code, or otherwise, in the Ticket. The address is:-
Go Airlines (India) Limited
C/o. Britannia Industries Limited,
A-33, Lawrence Road,
New Delhi - 110 035,
Article 4 - Fares, Taxes, Fees and Charges
Fares apply only for carriage from the airport at the point of origin to the airport at the point of destination, unless otherwise expressly stated. Fares do not include ground transport service between airports and between airports and town terminals. The Passengers’ fare will be calculated in accordance with GoAir’s Tariff in effect on the date of payment for travel on the specific dates and itinerary shown on it. Any change in the itinerary or dates of travel, may change the fare to be paid.
4.2 TAXES, DUTIES, FEES, CHARGES AND SURCHARGES
The amount of any applicable taxes, duties, fees, charges or surcharges payable by the Passenger is calculated as at the date of Ticket issuance. If there is a change in an existing tax, duty, fee, charge or surcharge, or a new tax, duty, fee, charge or surcharge is imposed, after the date of Ticket issuance, the Passenger will not be obliged to pay it or get a refund as the case may be, unless:
(a) The Passenger decides to change the date of travel which requires rebooking of the ticket or
(b) The tax, duty, fee, charge, surcharge (including User Development Fee) is to be paid to or is on behalf of a regulatory authority.
Fares, taxes, fees and charges are payable in the currency of the country in which the Ticket is issued, unless another currency is indicated by GoAir or its Authorized Agent at or before the time, payment is made (for example, because of the non-convertibility of the local currency). GoAir may, at its discretion, accept payment in another currency.
Article 5 – Reservations
5.1 RESERVATION REQUIREMENTS
5.1.1 Certain fares have conditions which limit or exclude the Passengers’ right to change or cancel reservations.
5.1.2 GoAir requests that at the point of reservation the Passenger provides the Airline or it’s Authorized Agent with a contact number (valid mobile number) for each city in the Passengers’ itinerary including the applicable country and area codes. This will assist GoAir with informing Passengers of any irregularities with a flight on which they are booked.
5.2 PERSONAL DATA
The Passenger recognizes that personal data has been given to GoAir for the purposes of making a reservation, purchasing a Ticket, obtaining and for providing ancillary services or products that may be offered by GoAir and/or its chosen partners from time to time, developing and providing services, facilitating immigration and entry procedures, and making available such data to government agencies, in connection with the passengers’ travel. For these purposes, the passenger authorizes GoAir to retain and use such data and to transmit it to the Airline’s own offices, Authorized Agents, government agencies, other Carriers or the providers of the above-mentioned services. The Passenger also recognizes that GoAir and / or its chosen partners may contact them via email or other means to inform them of account status or changes or alterations to the service, or to inform them of other services provided or contemplated.
GoAir offers seat assignments for all flights at the airport check-in counters on a first come first serve basis. GoAir reserves the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety or security reasons.
5.3.1 PREMIUM SEATING
- Select premium seats for the convenience of extra leg room and/or speedy embarking and disembarking.
- Passenger between the ages of 15 years to 65 years without any medical condition(s), and travelling without an Infant, may choose to book a Premium Seat.
- GoAir reserves the right to refuse a Passenger an assigned Premium Seat at the time of check-in incase the above criteria is not met.
- In case of exigencies, GoAir reserves the right to change an assigned seat without any prior notice. In such a case, the seat fee will be refunded.
- If you do not wish to pre book, your seat will be assigned at the time of check-in without any charges (as per the availability).
5.4 FAILURE TO REPORT FOR FLIGHT
Check–in closes 60 minutes prior to the departure of the flight. Failure to complete the check-in formalities within the stipulated time limit would result in forfeiture of the ticket amount. The ticket would be declared a No Show and the Passenger would not be entitled to a refund or a credit shell. However, only the PSF and UDF may be refunded upon request by the passenger by writing to GoAir on the designated email id:
5.5 Any disputes / grievances may be addressed to Customer Services at
Toll free no – 18602 100 999
Article 6 - Check-In and Boarding
6.1 GoAir recommends that Passengers report for Check-in at least 3 hours prior to the departure of the scheduled flight. The Passenger’s journey will be smoother if they allow themselves ample time to comply with the Check-in Deadlines. GoAir reserves the right to cancel a Passenger’s reservation if they do not comply with the Check-in Deadlines indicated. GoAir or its Authorized Agents will advise Passengers of the Check-in Deadline. Check-in closes 60 minutes prior to the scheduled departure of the flight.
It is advisable to reach the airport and check-in at the earliest possible to avoid any rush or inconvenience.
6.2 The Passenger must be present at the boarding gate not later than 25 minutes the time specified by GoAir when they check-in
6.3 If Passengers are travelling together as part of a group of 40 or more, it is advised to arrive at least an additional 30 minutes in advance of the time advised to report to the airport prior to the flight departure.
6.4 GoAir will cancel the space reserved for the Passenger if they fail to arrive at the boarding gate in time.
6.5 GoAir will not be liable to the Passenger for any loss or expense incurred due to their failure to comply with the provisions of this Article.
Article 7 - Refusal and Limitation of Carriage
7.1 RIGHT TO REFUSE CARRIAGE
In the reasonable exercise of GoAir’s discretion, the Airline may refuse to carry the Passenger or their Baggage, if the Passenger has been notified in writing that GoAir would not at any time after the date of such notice carry them on its flights. In this circumstance, the Passenger will be entitled to a full refund.
GoAir may also refuse to carry the Passenger or their Baggage, if one or more of the following have occurred or the airline reasonably believes may occur:
7.1.1 Such action is necessary in order to comply with any applicable government laws, regulations, or orders;
7.1.2 The carriage of the Passenger or their Baggage may endanger or affect the safety, health, or materially affect the comfort of other Passengers or crew;
7.1.3 The Passenger’s mental or physical state, including their impairment from alcohol or drugs, presents a hazard or risk to themselves, to Passengers, to crew, or to property;
7.1.4 The Passenger has refused to submit to a security check;
7.1.5 The Passenger has not paid the applicable fare, taxes, fees or charges;
7.1.6 The Passenger does not appear to have valid travel documents, may seek to enter a country through which they may be in transit, or for which they do not have valid travel documents, destroy their travel documents during flight or refuse to surrender their travel documents to the flight crew, against receipt, when so requested;
- If the immigration authority for the country the Passenger is traveling to, or for a country in which they have a stopover, has told the airline(either orally or in writing) that it has decided not to allow them to enter that country, even if they have or appear to have, valid travel documents;
7.1.7 The Passenger presents a Ticket that has been acquired unlawfully, has been purchased from an entity other than GoAir or Authorized Agent, or is a counterfeit, or the Passenger cannot prove that they are the person named in the Ticket;
7.1.8 The Passenger presents a Ticket which has been issued or altered in any way, other than by GoAir or its Authorized Agent
7.1.9 The Passenger fails to observe GoAir’s instructions with respect to safety or security;
7.1.10 The Passenger has refused or failed to undergo health screening or a health examination requested by GoAir or by a government enforcement agency;
7.1.11 The Passenger has failed to complete the Check-In Deadline or failed to arrive at the boarding gate on time.
7.1.12 The Passenger has previously committed one of the acts or omissions referred to above, and GoAir has reason to believe that they may do so again.
7.2 SPECIAL ASSISTANCE
Currently GoAir does not have provisions for accommodating stretchers, guide dogs and pets along international routes hence carriage of the same on specified routes is not permitted.
Article 8 - Baggage
8.1 CHECKED BAGGAGE
8.1.1 Free baggage allowance on GoAir is as follows:
Hand/ Cabin Baggage: Hand/ Cabin baggage of maximum 7 kg. (which would include 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.
Sector Free Bag Allowance Excess Baggage Per KG
Ex India to Malé
Ex India to Phuket
The connecting transit customer for international sector will be allowed 20 kg for GoSmart and GoFlexi and 40 kg for GoBusiness. 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.
GoAir does not accept responsibility for unsuitably packed, perishable, damaged or fragile baggage or for minor damage to the exterior of baggage (e.g. scratches, stains, soling, dents) resulting from normal wear and tear or for water damage to non-waterproof baggage.
Excess baggage can be purchased online, airports and passenger Reservations at least 6 hours prior from the flight departure as per pre-paid excess baggage. Pre-paid excess baggage slabs and pricing are given below:
BAGGAGE Ex India INR Ex Malé/Dollar Ex Phuket/THB
Pre Purchased excess baggage 5 KGS
Pre Purchased excess baggage 10 KGS
Pre Purchased excess baggage 15 KGS
Pre Purchased excess baggage 30 KGS
Pre Purchase Baggage once purchased cannot be cancelled in stand alone or used partially. (For e.g if bought 5 kgs and does not want to carry any excess baggage then same is non cancellable OR bought 5 kgs and excess baggage is 4 kg then remaining 1 kg is non-transferable/non-refundable/ non-reusable).
Each slab for Prepaid Excess Baggage can be booked only once i.e. Per PNR / Per Passenger / Per Sector.
International (Ex-India) INR 2000 Ex-Malé
*Additional charges charged by the Service Provider.
- For any baggage weights exceeding the applicable free checked baggage allowance, the normal excess baggage charges will be charged in addition to the handling fee as detailed in the above grid.
Carriage of all Special Baggage’s shall also be governed by applicable terms and conditions contained in GoAir Conditions of Carriage with regard to carriage of fragile items, etc.
- Passenger travelling on GoAir from a Foreign country to an Indian city and travelling onwards by GoAir to a domestic sector booked under the same PNR will not be charged any additional excess baggage or handling charges for any Special Baggage at the transit station. Please note passengers will have to collect their bags at international terminal and recheck-in
- Connecting passengers under same PNR from a foreign Origin country to another foreign country destination via India on GoAir will not be charged any additional excess baggage or handling charges for any above mentioned articles at the transit station. Please note passengers will have to collect their bags at international terminal and recheck-in
- LED/LCD TVs for size 39 inches and below would be treated as normal Check In baggage.
- Maximum two (02) LCD / LED TVs can be carried by one passenger as checked in baggage. (Both the LCD/LED TVs to be charged)
- Maximum size of LED / LCD TV that shall be accepted for carriage is 55 inches.
8.2 HAND BAGGAGE
8.2.1 Unless otherwise advised by GoAir, only one piece of Hand Baggage per Passenger will be allowed. The dimensions of the Hand Baggage should not exceed (L+B+H) – 55cm+35cm+25cm totalling 115cms (45 inches) on Airbus.The Hand Baggage allowance is 7 kg (which would include Laptop and duty free shopping bags) per adult and child (any passenger above 2 yrs of age). Strolley bags with the above specified dimensions will be allowed.
Less than stipulated weight of check-in baggage does not qualify for the difference of weight in hand baggage and vice versa
8.2.2 Articles, which may be carried free in addition to the Baggage allowance (subject to applicable security regulations), are:-
- An overcoat wrap or blanket.
- An umbrella or walking stick.
- A lady's handbag, lady's pocket-book or lady's purse.
- A reasonable amount of reading matter for the flight.
- A small camera and/or a pair of binoculars.
- Infant's food for consumption in flight.
- A fully collapsible invalid's wheelchair and/or a pair of crutches and/or braces or other prosthetic device for the Passenger's use.
8.2.3 GoAir may specify other maximum dimensions and/or weight for Hand Baggage. If GoAir has not done so, except as specified in 8.2.1, Hand Baggage which the Passenger carries onto the aircraft must fit under the seat in front or in an enclosed storage compartment in the cabin of the aircraft. If the Passenger’s Hand Baggage cannot be stored in this manner, or is of excessive weight, or is considered unsafe for any reason, it must be carried as Checked Baggage, subject to Articles 8.6 and 8.7.
8.2.4 Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments), and which do not meet the requirements in Article 8.2.1 and Article 8.2.2 above, will only be accepted for carriage in the cabin compartment, if the Passenger has given us written notice in advance and permission has been granted by GoAir. Passengers may be required to pay a separate charge for this service.
8.3 ITEMS UNACCEPTABLE AS BAGGAGE
8.3.1 Following articles/items must not be included in the Passenger’s Baggage:
126.96.36.199 Items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the International Civil Aviation Organization (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, and in GoAir’s regulations. Further information is available from GoAir on request although illustrative examples include:
- Compressed gases (deeply refrigerated, flammable, non-flammable and poisonous), such as butane, oxygen, liquid nitrogen, aqualung cylinders and compressed gas cylinders such as camping gas.
- Corrosives such as acids, alkalis, mercury and wet cell batteries and apparatus containing mercury.
- Explosives, munitions, fireworks and flares, blank cartridges, pistols or any other weapons and pistol caps.
- Flammable liquids and solids such as lighter refills, lighter fuel, matches, paints, thinners, fire-lighters, lighters that need inverting before ignition, substances liable to spontaneous combustion, substances which emit flammable gases on contact with water.
- Radioactive materials
- Briefcases and attaché cases with installed alarm or pyrotechnic devices.
- 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.
188.8.131.52. Items the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from or to;
184.108.40.206 Items which are reasonably considered by GoAir to be unsuitable for carriage because they are dangerous or unsafe, or because of their weight, size, shape or character, or because they are fragile or perishable having regard to, among other things, the type of aircraft being used. Information about unacceptable items is available upon request.
8.3.2 Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage. Firearms must be unloaded, with the safety catch on, and suitably packed. Carriage of ammunition is subject to ICAO and IATA regulations as specified in Article
8.3.3 Dry cell batteries, scissors, sharp instruments, tools, weapons such as antique firearms, toy weapons, swords, knives and similar items may be accepted as Checked Baggage, at GoAir’s sole discretion, but will not be permitted in the cabin of the aircraft.
8.3.4 The Passenger must not include in Checked Baggage money, currency, jewellery, precious metals, computers, personal electronic devices, negotiable papers or instruments, securities or other valuables, business documents, passports and other identification documents or samples. To the extent that it is necessary to carry such items (at the Passenger’s risk), they should be carried in the Passenger’s Hand Baggage in the cabin.
8.3.5 Medicines and toiletries may be carried in limited quantities, which are necessary or appropriate during the Passenger’s journey (to the extent that carriage is permitted by the appropriate regulations). Otherwise, many of these items can be carried as air cargo provided they are packed in accordance with cargo regulations.
8.3.6 If, despite being prohibited, any items referred to in Articles
8.4.2 GoAir may refuse to carry as Baggage any item reasonably considered by the Airline to be unsuitable for carriage because of its size, shape, weight, content or character, or for safety or operational reasons, or in the interests of the comfort of other Passengers. Information about unacceptable items is available upon request.
8.4.3 GoAir may refuse to accept Baggage for carriage unless it is in the airlines’ reasonable opinion properly and securely packed in suitable containers. Information about packing and containers unacceptable to GoAir is available upon request.
8.5 RIGHT OF SEARCH
For reasons of safety and security GoAir may request that the Passenger permit a search and scan of their person and a search, scan or x-ray of their Baggage. If the Passenger is not available, their Baggage may be searched in their absence for the purpose of determining whether they are in possession of or whether their Baggage contains any item described in Article 8.3.1 or 8.3.4 or any firearms, ammunition or weapons which have not been presented to GoAir in accordance with Articles 8.3.2 or 8.3.3. If the Passenger is unwilling to comply with such request GoAir may refuse to carry them and their Baggage. In the event a search or scan causes Damage to the Passenger, or an x-ray or scan causes damage to their Baggage, GoAir shall not be liable for such Damage unless due to the Airline’s fault or negligence.
8.6 COLLECTION AND DELIVERY OF CHECKED BAGGAGE
8.6.1 Subject to Article 8.1.4, the Passenger is required to collect their Checked Baggage as soon as it is made available at their destination or Stopover. Should the Passenger not collect it within a reasonable time, GoAir may charge them a storage fee. Should the Passenger’s Checked Baggage not be claimed within three (3) months of the time it is made available, GoAir may dispose of it without any liability to them.
8.6.2 Only the bearer of the Baggage Check and Baggage Identification Tag is entitled to delivery of the Checked Baggage.
8.6.3 If a person claiming Checked Baggage is unable to produce the Baggage Check and identify the Baggage by means of a Baggage Identification Tag, GoAir will deliver the Baggage to such person only on condition that he or she establishes to GoAir’s satisfaction his or her right to the Baggage.
8.6.4 GoAir does not accept responsibility for the transfer of baggage to other flights.
8.7 ITEMS REMOVED BY AIRPORT SECURITY PERSONNEL
GoAir will not be responsible for, or have any liability in respect of, articles removed from the Passenger’s Baggage by airport security personnel acting in accordance with any applicable regulations.
8.8 Carriage of Liquor:
Maximum of 5 litres with alcohol percentage between 24% and 70% in total is permitted in retail packaging as checked-in baggage. Consumption of Alcohol carried on board is not permitted on the aircraft. (Due to security restriction carriage of alcohol as hand baggage in Domestic flight is prohibited). A passenger may carry Alcohol if purchased from Duty Free shops if travelling on International flights. Same should be accompanied with the bill.
Carriage policy of Portable Oxygen Concentrator (POC)
- POC’s are allowed in domestic / international direct/ via / connecting flights.
- POC’s are allowed in hand baggage & check-in baggage both.
- Request for carriage of Portable Oxygen Concentrator (POC) in flight should be sent to [email protected] at least 48 hours prior to flight departure.
Article 9 - Schedules, Delays, Cancellation of Flights
- The flight times shown in timetables may change between the date of publication and the date the Passenger actually travels. GoAir does not guarantee them to the Passenger and these do not form part of their contract with us.
- Before GoAir accepts the Passenger’s booking, GoAir will notify the Passenger of the scheduled flight time in effect as of that time, and it will be shown on their Ticket. It is possible GoAir may need to change the scheduled flight time subsequent to issuance of the Passenger’s Ticket. The Passenger needs to provide us with contact information (valid mobile number); GoAir will endeavour to notify Passengers of any such changes. If, after purchase of the ticket, GoAir makes a significant change to the scheduled flight time, which is not acceptable to the Passenger, and GoAir is unable to book them on an alternate flight which is acceptable to them, they will be entitled to a refund in accordance with Article 10.
9.2 DENIED BOARDING, FLIGHT CANCELLATION, DELAY AND COMPENSATION
9.2.1 Denied Boarding
As a Policy, GoAir does not overbook its flight. However, in case of overbooked situation arising due to unavoidable situations (e.g. clubbing of flights etc.) resulting in passenger being denied boarding against their will, GoAir shall provide a full refund of the air ticket or shift the Passenger’s reservation to the next available flight.
GoAir reserves the right to deny boarding to any passenger that is under the influence of alcohol or drugs, for health, safety or security reasons or in the absence of adequate travel documents and no compensation as referred above shall be payable in such cases.
9.2.2 Cancellation, Rerouting, Delays etc.
The Airline will take all necessary measures to avoid delay in carrying the Passenger and their baggage. In case the airline cancels a flight, fails to operate a flight reasonably according to the schedule, fails to stop at the Passenger’s destination or Stopover destination, GoAir shall at the Passenger’s option, either:
- carry the Passenger at the earliest opportunity on another of its scheduled services on which space is available without additional charge and, where necessary, extend the validity of your Ticket; or
- make a refund in accordance with the provisions of Article 10
Any disputes / grievances may be addressed to Vice President – Customer Services at [email protected]
Article 10 – Refunds
10.1 GoAir will refund a Ticket in accordance with the applicable fare rules.
GoAir reserves the right to make a refund in the same manner and the same currency used to pay for the Ticket.
0.3 BY WHOM TICKET REFUNDABLE
Ticket refund will be the same as point of sale.
Article 11 - Conduct aboard aircraft
11.1.1 If, in GoAir’s reasonable opinion, a Passenger conducts himself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstruct the crew in the performance of their duties, or fail to comply with any instructions of the crew, including but not limited to those with respect to smoking, alcohol or drug consumption, or behave in a manner which causes discomfort, inconvenience, damage or injury to other Passengers or the crew, GoAir may take such measures as GoAir deems reasonably necessary to prevent continuation of such conduct, including restraint. That Passenger may be disembarked and refused onward carriage at any point, and may be prosecuted for offences committed on board the aircraft.
11.2 PAYMENT OF DIVERSION COSTS
If, as a result of conduct by a Passenger of the sort mentioned in Article 11.1.1 GoAir decides, in the exercise of GoAir’s reasonable discretion, to divert the aircraft for the purpose of offloading that Passenger, the Passenger must pay all costs resulting from that diversion.
11.3 ELECTRONIC DEVICES
For safety reasons, GoAir may forbid or limit operation aboard the aircraft of electronic equipment, including, but not limited to, cellular telephones, laptop computers, portable recorders, portable radios, CD players, electronic games or transmitting devices, including radio controlled toys and walkie-talkies. Operation of hearing aids and heart pacemakers is permitted.
11.4 NON-SMOKING AND ALCOHOL
In order to comply with certain local regulations in various states, smoking is strictly not permitted on any GoAir flights. As a separate precautionary measure, all toilets are also fitted with smoke detectors. Alcoholic beverages are sold for consumption on selected GoAir international flights.
Article 12 - Administrative formalities
12.1.1 The Passenger is responsible for obtaining all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which they transit.
12.1.2 GoAir shall not be liable for the consequences to any Passenger resulting from their failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions
12.1.3 Passengers are advised to compulsorily retain the boarding pass until exiting the terminal for security reasons. Passengers on via and connecting flights should keep their boarding pass handy for physical check at transit points.
12.2 TRAVEL DOCUMENTS
Prior to travel, the Passenger must present all exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit GoAir to take and retain copies thereof. GoAir reserves the right to refuse carriage if the Passenger does not comply with these requirements, or their travel documents do not appear to be in order.
12.3 REFUSAL OF ENTRY
If the Passenger is denied entry into any country, they will be responsible to pay any fine or charge assessed against GoAir by the Government concerned and for the cost of transporting them from that country. The fare collected for carriage to the point of refusal or denied entry will not be refunded by GoAir.
12.4 PASSENGER RESPONSIBLE FOR FINES, DETENTION COSTS, ETC.
If GoAir is required to pay any fine or penalty or incurs any expenditure by reason of the Passenger’s failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the required documents, the Passenger shall reimburse GoAir on demand any amount so paid or expenditure so incurred. GoAir may apply towards such payment or expenditure the value of any unused carriage on the Passenger’s ticket, or any of the Passenger’s funds in GoAirs’ possession.
12.5 CUSTOMS INSPECTION
If required, the Passenger shall attend inspection of their Baggage, by customs or other Government officials. GoAir will not be liable to the Passenger for any loss or damage suffered by them in the course of such inspection or through their failure to comply with this requirement.
12.6 SECURITY INSPECTION
The Passenger shall agree to any security checks by Governments, airport officials, Carriers or by GoAir.
Article 13– Advice to international Passengers on limitation of liability
13.1.1 The liability of each carrier involved in the Passenger’s journey will be determined by its own conditions of carriage. GoAir’s liability provisions are as follows:
13.2 APPLICABLE RULES
13.2.1 The rules applicable to GoAir’s liability shall be as provided by:
- The Convention, to the extent it applies; and
- To the extent not inconsistent with the above, applicable national law.
13.3 DEATH OF OR INJURY TO PASSENGER
13.3.1 There shall be no artificial limit to the amount of GoAir’s liability for death, wounding or bodily injury suffered by a Passenger in the event of an accident on board the aircraft or in the course of embarking or disembarking.
13.3.2 In the event of death of a passenger, or any bodily injury or wound suffered by a passenger which results in a permanent disablement incapacitating him from engaging in or being occupied with his usual duties or business occupation, the liability of the Carrier for each passenger shall be INR 750,000 only if the passenger is 12 years or more of age and INR 375,000 if the passenger is below 12 years of age on the date of the accident.
13.3.3 Notwithstanding the provisions of Article 13.3.2, if GoAir proves that the damage was caused by, or contributed to by, the negligence of the injured or deceased Passenger, GoAir may
be exonerated wholly or partly from GoAir’s liability in accordance with applicable law.
13.3.4 GoAir is not responsible for any illness, injury or disability, including death, attributable to the passenger’s physical condition or for the aggravation of such condition.
13.4.1 Except in the case of an act or omission done with intent to cause damage or recklessly and with knowledge that damage would probably result, GoAir’s liability in the case of damage to Baggage shall be limited to INR 200 per Kg up to a maximum of INR 3000 only during domestic travel. “The liability for loss, delay or damage to baggage is limited by the Montreal Convention 1999 or Warsaw Convention 1929 (as may be applicable). Where Montreal Convention 1999 applies, such liability is limited to a maximum of 1,131 SDRs (approximately US$1,800) per passenger for both checked and unchecked baggage. Under the Warsaw Convention 1929, liability for loss, delay, or damage to baggage is limited unless a higher value is declared in advance and additional charges are paid. For most international travel under Warsaw Convention 1929 (including domestic portion of international journeys), the liability limit is approximately US$9.07 per pound (US$20.00 per kg) for checked baggage and US$400.00 per passenger for cabin baggage.
If GoAir proves that the damage was caused by or contributed to by the negligence of the injured person, GoAir may be exonerated wholly or partly from its liability. If the weight of the Passenger’s Checked Baggage is not recorded on the baggage check, it is presumed that the total weight of the Checked Baggage does not exceed the applicable free baggage allowance.”
13.4.2 GoAir will not be liable for damage to Hand Baggage unless such damage is caused by GoAir’s negligence.
13.4.3 GoAir is not liable for any damage caused by the Passenger’s Baggage. The Passenger shall be responsible for any damage caused by the Passenger’s Baggage to other persons or property, including GoAir’s property.
13.4.4 GoAir shall have no liability whatsoever for damage to articles not permitted to be contained in Checked Baggage under Article 8.3, including fragile or perishable items, items having a special value, such as money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, or samples.
13.5.1 GoAir is not liable for any damage arising from GoAirs’ compliance with or the Passenger’s failure to comply with applicable laws or Government rules and regulations.
13.5.2 Except as may be specifically provided otherwise in these Conditions of Carriage or by applicable law, GoAir shall be liable to the Passenger only for recoverable compensatory damages for proven losses.
13.5.3 The contract of carriage, including these Conditions of Carriage and exclusions or limits of liability, applies to GoAir’s authorized agents, servants, employees and representatives to the same extent as it and they apply to GoAir. The total amount recoverable from GoAir and from such authorized agents, employees, representatives and persons shall not exceed the amount of GoAir’s own liability, if any.
13.5.4 Nothing in these Conditions of Carriage shall waive any exclusion or limitation of GoAir’s liability under the applicable laws unless otherwise expressly stated.
13.5.5 Nothing in these Conditions of Carriage shall waive any exclusion or limitation of GoAir’s liability or any defence available to GoAir under applicable laws as against any public social insurance body or any person who is liable to pay compensation or has paid compensation in respect of the death, wounding or other bodily injury of a Passenger.
Article 14 - Check in for Connecting Flights
The Passenger should carry all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements for international travel. For International Connecting Flights the check-in starts 03 hours prior to the departure time and closes 60 minutes prior to departure time and for domestic flights the check in starts 02 hours prior to the departure time and closes 45 minutes prior to the departure time. Passenger having a connection from domestic to international or vice versa following are the procedure.
- At the time of check-in passenger(s) will be issued boarding card(s) only up to the point of transit.
- Passenger shall be required to collect the baggage from the arrivals at the transit point.
- Transportation from arrivals of one airport terminal to departure terminal of another airport may be provided by the Airport Operator. In the absence of the same the passenger shall be required to arrange suitable transportation.
- Food or lodging will not be provided at the transit points.
"Passengers arriving from an international flight and then in transit to another domestic flight will not be permitted to carry liquids more than 100 ml in their cabin baggage when going through security. In line with this BCAS directive duty free liquor is also not allowed as hand baggage. Passenger will have to pack it in their checked -in baggage."
Connecting Flight Baggage Policy
- Passenger travelling on GoAir domestic sector to GoAir international sector or vice versa the Free Baggage Allowance of International sector will be applicable within 24hrs of its flight departure to any domestic sector after landing in India.
- Passenger travelling on GoAir domestic Sector and having connection on another airline to/from an international destination, are allowed Free Baggage Allowance of 15 Kgs per passenger per flight. (W.e.f. 4th Nov, 2014)
Article 15 - Time limitation on claims and actions
15.1 LIMITATION OF ACTIONS
GoAir is not liable for any loss or damage occasioned by delay in the carriage by air of Passengers or baggage. Receipt without complaint of registered baggage on the termination of the journey shall be prima facie evidence that the baggage has been delivered correctly and in good condition.
Article 16 - Other conditions
Carriage of the Passenger and their Baggage is also provided in accordance with certain other regulations and conditions applying to or adopted by GoAir. These regulations and conditions as varied from time to time are important. They concern among other things:
(i)The carriage of unaccompanied minors, pregnant women, and sick Passengers
(ii) Restrictions on use of electronic devices and items
(iii) The on board consumption of alcoholic beverages.
Regulations concerning these matters are available from the Airline upon request.
Article 17- Credit /Debit card payment for International Ticket
Foreign (Non-Indian) Credit Cards / Debit Cards are accepted by GoAir under the following conditions:
- Visa, MasterCard and American Express Cards are accepted.
- For all foreign (Non-Indian) credit / debit card payments, the card must be produced for physical verification at the airport check-in counter if the passenger is the cardholder. Incase the cardholder is not traveling, it is mandatory for the passenger to furnish to the airport check-in staff a physical copy of the front side of credit / debit card duly authorized by the cardholder, along with cardholder’s valid proof of identification. In the absence of such credit / debit card or copy and/or identity mismatch, we will be constrained to refuse the boarding.
Article 18 – Interpretation
The title of each Article of these Conditions of Carriage is for convenience only, and is not to be used for interpretation of the text
Reservation, Booking Payment Process
GoAir uses an internet based system for its flight reservation and inventory hosting. Customers can access GoAir's website, (www.GoAir.in) for making reservations, rebooking and checking flight schedules of GoAir. In addition to this, they can also check for flight availability and applicable fares, select the flight and fares, agree to the airline terms and conditions, fill in the requisite Customer details, complete the payment process and generate the itinerary/e-ticket once the travel confirmation is completed.
Customers who request for duplicate print-outs of the itinerary at the airport reservation counters will have to pay an additional fee of ₹50/- per print out (inclusive of service tax and cess, if applicable).
Customers can make their payment through their credit cards or through ICICI, SBI, AXIS and HDFC debit cards provided the cards are enabled for online transactions.
Customers can make reservations through our retail distribution network spread across select cities in India. Customers can make reservations at our Call Centre and make payment through credit cards. However the Customer is required to have a One Time Password for any financial transaction carried out over the phone, which can be obtained from the credit card issuing bank and the process for the same can be read as under. Click here for process of obtaining One Time Password
Customers can make reservations at Airport Counters, in the cities where GoAir operates, by paying through cash or credit cards or through debit cards as stated above
Customers should ensure that their residence, business and/ or mobile phone numbers are reflected in the booking records. This will help GoAir contact you in the event of any change in schedule or delay of flights. Tickets of GoAir are issued only on a confirmed basis and are valid for the date and flight for which they are issued. GoAir does not permit any open dated bookings.
States of Bihar and Gujarat have banned carrying of Liquor while entering into any cities of Bihar and Gujarat. If passengers are found carrying liquor, the same will be confiscated.
GoAir prices its fares on a one-way basis using a dynamic pricing and inventory allocation structure. While fares and schedules are subject to change without notice, generally, the earlier a Customer makes a booking, the lower the Customer is likely to pay. GoAir quotes its fares in Indian Rupees (₹).
Please note that our fares are provided for end to end travel, as reflected in the PNR, and no Customer is authorized to deplane at the stopover point. In the event of such an act (knowingly or unknowingly), the Customer is liable for disciplinary action. In case of exigency requiring termination of journey midway, a Customer would need to obtain permission from the Airport Manager and would need to sign an Indemnity letter after which the details would be then submitted to the CISF. The Customer would also be required to pay the difference in fare; if the fare for the stopover point is higher at that time. In case the fare till the stop over point is lower than total fare paid, then the Airline is not liable to refund the difference. Further as per security regulations the Customer would be allowed to exit the airport premise only after the stated aircraft reaches its final destination.
GoAir fares do not include applicable government taxes, such as the Customer Service Fee (PSF) and other applicable surcharges. The applicable taxes and surcharges are added to the basic fare and shown on the Customer booking.
GoAir offers adult fares, and infants up to the age of 24 months will be charged ₹1200/- all inclusive on economy class tickets, provided they don't occupy a seat.
Any fares with less than standard surcharges are promotional fares and are non-cancelable.
An Additional airport fee (UDF) is applicable for flight departures from Delhi, Mumbai, Bengaluru, Chennai, Kolkatta, Jaipur & Ahmedabad. UDF is also applicable for Arrivals in Delhi. Taxes and Fees include applicable Customer Service Fee, Service Tax and Fuel Surcharge. CUTE charge & additional Airport Development Fee is also applicable on selected airports. All fares are subject to change until purchased.
Non-refundable Web fee of ₹225/- 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 ₹225/- per passenger & For Return journey ₹450/- per passenger.
For Bookings made through our contact center or Airport ticketing office, there will be a non-refundable convenience fee charge of ₹200/- per passenger, per segment i.e. For One-Way journey ₹200/- per passenger & For Return journey ₹400/- per passenger (inclusive of service tax and cess if applicable)
Go Airlines (India) Limited reserves its right to recover from its passengers any amount, deficit amount, including but not limited to taxes /government duties etc which were not levied /charged to the passengers in respect of the tickets booked by the passengers, which were sold due to system error or human error or operational error or any error or reasons beyond control of Go Airlines (India) Limited or any of its authorized agent at highly rebated rate or at highly discounted rate. Go Airlines will contact all its passengers (whether flown or not flown) with all details for recovering the deficit amount due from them.
All passengers are requested to kindly co-operate with Go Airlines and adhere to the demand raised by Go Airlines. Please note that the demand for recovery of deficit amount will be made only by Go Airlines through emails communication sent either to the passenger individually or to the agent through whom the booking is made by the passengers. The demand raised by Go Airlines is without prejudice to its legal right of recovering the amount from its passengers.
Credit Card Fraud Prevention
GoAir, at its sole discretion, may cancel the PNR without prior notice or information to the Customers, if in case: -
The credit card/debit card used for the payment of the fare has been reported lost or stolen.
The Itinerary or booking or Electronic Ticket is counterfeit or fraudulently obtained.
The Itinerary has been altered by anyone other than us or our authorized agent, or has been mutilated (in which case we reserve the right to retain such documentation).
The contact details provided in the booking are misleading/incomplete/incorrect or match with the details in other booking for which the credit card/debit card holder has raised dispute/chargeback.
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 traveling
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)
Changes / Cancellation / Rebooking
Fares and schedules are subject to change without notice due to regulatory approval or any other reason. Changes to Customer name are not permitted.
Subject to availability and payment of all applicable amounts, changes can be made to your Booking as follows: - Changes / Re-booking / Cancellations to the origin and/or destination of travel or to date or time can be made to your booking if you notify us at least 2 hours prior to the scheduled departure time by visiting either of our website, our Airport ticketing counter or in remote cases by calling GoAir Customer Call Centre.
The onus for cancelling the PNR within the stipulated time rests with the Customers and if necessary should be done by visiting our Airport ticketing counter.
The table below gives details of the charges per customer per sector:
Customer GoSmart GoBusiness - A Fully Flexible Premium Service GoValue BOOKINGS Adult Base fare + applicable taxes & surcharge Base fare + applicable taxes & surcharge Base fare + applicable taxes & surcharge Infant ₹1200/- all inclusive ₹1200/- all inclusive ₹1200/- all inclusive CANCELLATION CHARGES APPLICABLE BEFORE SCHEDULED DEPARTURE Adult 0-2 hours: 100% except taxes. up to 2 hours before scheduled departure
₹ 3,000/- or Base Fare + Fuel Surcharge, whichever is lower shall be applicable
0-2 hours: 100% except taxes.up to 2 hours before scheduled departure
₹ 3,000/- or Base Fare + Fuel Surcharge, whichever is lower shall be applicable
0-2 hours: 100% except taxes.up to 2 hours before scheduled departure
Infant nil nil nil REBOOKING CHARGES Adult ₹2,225/- + difference in base fare and applicable taxes and surcharge Only difference in base fare and applicable taxes and surcharge Only difference in base fare and applicable taxes and surcharge Infant nil nil nil BAGGAGE ALLOWANCE Check In 15 kg 35 kg 15 kg Hand Baggage 7 kg 7 kg 7 kg PRIORITY CHECK IN N A Available N A SNACKS & BEVARAGES Available at a cost Complimentary Available at a cost SEAT CONFIGURATION 3 Seater 2 Seater (middle seat is always vacant) 3 Seater
**The cancellation terms for the Special promotion campaigns vary, so please refer to the offer’s landing page to verify the specific cancellation Terms and Conditions.
Changes to the reservation will result in the above fee plus any difference in fare, taxes and surcharges, between the original fare paid and the fare payable for the revised booking. If the new fare is lower than the originally booked fare – the difference in the original booking amount and the new amount (including rebooking fee) will be retained in a credit shell for a period of 12 months where the Customer may use it as payment towards future travel and this fee is subject to change without notice.
Cancellations to bookings less than 2 hours prior to the scheduled departure time will be treated as no show Customers.
No refunds will be given once reservations are confirmed and booked on GoAir flights. 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 and are non-cancellable.
Flight Cancellation / Re-scheduling
In case of circumstances beyond GoAir's control (including, without limitation, meteorological conditions, mechanical failures, acts of nature, force major, strikes, riots, civil commotions, embargoes, wars, hostilities, disturbances, government regulations, orders, demands or requirements, shortage of labour, fuel or facilities, or labour difficulties of GoAir or others all actual, (threatened or reported), GoAir may cancel or re-schedule a flight without notice.
GoAir will endeavor to operate the flights as per schedule, however GoAir reserves its right to cancel, reschedule or delay the commencement or continuance of any flight or alter the stopping place or deviate from the route of the journey without thereby incurring any liability in terms of compensation, damages or loss whether direct, indirect, consequential or special or otherwise in any manner whatsoever. In case of any such cancellation or rescheduling of any flight due to any reason GoAir assumes no responsibility or liability for delay in carriage of baggage by air.
If due to such circumstances, GoAir cancels or delays a flight beyond 2 hours, prepone's a flight by more than 60 minutes , is unable to provide previously confirmed space, or fails to stop at the Customer destination point, GoAir shall either:
Carry Customer on alternate flights for the same sector on the previous day, same day or next day at no cost. (subject to availability) or
Customers who wish to travel on alternate dates other than mentioned above will be reaccommodated. Waiver of rebooking and convenience fee will be given but fare difference, if any, will be borne by the customer or
Make a full refund for the booking, in the same mode of payment in which the booking was received. GoAir shall be under no further liability to the customer.
We strongly recommend all customers to provide their mobile number and email address, to enable us to inform of flight delays or cancellations in unforeseen circumstances. GoAir will not be held responsible if no contact details are mentioned and customers are left uninformed.
Please click here to view our policy and conditions on cancellation, denied boarding & delay and the Civil Aviation Requirement under section 3 – Air Transport Series 'M' part IV issue date 6th Aug'10 wef 1st Aug'16.
Further, in the event that the airline is unable to reach Customers on the numbers provided, then an email will be sent on the email address given by the Customer, and the Customer should exercise their options within 24 hours of email being sent, failing which the Customer shall be deemed to have accepted and the airline will conclude – as under:
The revised timing in case of rescheduled flight is accepted by the Customer and shall entertain further changes only as per standard policy
That for cancelled flight, the Customer does not find it suitable to travel on another scheduled flight of GoAir on same day/ another day, subject to availability, and will thus cancel the PNR and process full refund to the mode of payment
For Customers who book their flights well in advance of the scheduled departure date it is necessary that you re-confirm the departure time of your flight between 72 and 24 hours before the scheduled departure time, by visiting our website at www.GoAir.in or calling our Call Centre at the contact numbers 18602 100 999 / 91 22 6273 2111.
Forms of Payment
GoAir accepts MasterCard, American Express and Visa at its Call centre and Internet site. Selected debit cards, credit cards and Cash, are accepted at our booking outlets; however GoAir does not accept personal cheques.
The printed travel itineraries will be checked at the time of entering the terminal building, followed by the check-in baggage which will be screened through an X-ray machine before check-in and is closed 45 minutes prior to departure of flight. In addition to X-ray screening certain bags maybe physically checked.
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.
GoAir offers its Customers assigned seating at the airport check-in counters. All Customers must carry and present on demand, a valid photo identification document at the entrance of the airport terminal and check-in counter. Customers are notified that all timings indicated are as per local time at the airport.
Check-In Reporting Time
Customers to report at least 45 minutes prior to scheduled 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). They are requested to keep their personal ID handy for checking. Itinerary printouts with the name of the Customer will be checked at the time of entering the terminal. Customers who do not have the same are requested to collect the printouts from the GoAir Airport Ticketing office. This can be done on production of the PNR number.
GoAir Customer check-in starts 2 hours prior to the scheduled departure time of the flight. (180 minutes in case of Srinagar & Jammu airports)
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 and cause further inconvenience. 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 that you will need to cater for: Landing up at the wrong terminal (please check details of terminal from GoAir website or from our call center), traffic jams and other disruptions that may take you longer to reach our counters. The airline reserves the right not to accept you if you do not present yourself at the counter 45 minutes before the scheduled departure time of the flight.
Boarding Gate Closure
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. The airline is not responsible for your not boarding the flight once the departure is announced - your checked-in luggage will be off-loaded and you will be treated as a "gate-no-show" with the gross fare being forfeited except applicable Customer service fee (PSF) and User Development Fee (UDF) which shall 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 Cancellation or 'No Show'.
No Show Customers
The bookings are non-refundable and failure to show up at the check-in counter at least 45 minutes prior and at the boarding gate at least 25 minutes prior to the scheduled departure of the flight would result in the Customer being declared as 'No Show’. The 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'.
Bookings at the GoAir ticket Counter will close 1 hour prior to the scheduled time of departure of the flight. All other booking channels will close bookings 2 hours prior to the scheduled departure.
GoAir is a point-to-point airline and does not guarantee connection of flights at destinations and is also not responsible for any losses and/or damages incurred by our Customers while trying to connect to or from other flights.
Customers will be subjected to a security screening prior to boarding the aircraft, which is mandatory as per Indian Regulations. As per Government of India security regulations, Customers will be required to undergo personal frisking & their hand baggage, has to undergo x-ray checking before entering the pre-boarding sterile area. Check-in baggage reconciliation is carried out through an internal matching system and wherever it is not possible to have the baggage reconciliation, the physical identification of the check-in baggage by the Customers will be carried out. Unidentified baggage will not be loaded into the aircraft. A secondary security check may also be carried out near the step ladder/boarding gate before embarkation as stipulated by BCAS.
GoAir Customer Service staffs are available at airports to handle Customer queries and assist our Customers on matters related to their travel with GoAir. Customers may carry a maximum of one piece of cabin baggage, as defined by the Bureau of Civil Aviation Security (BCAS) guidelines, with an additional restriction that the maximum weight of one piece of baggage should be no more than 7 kg, and cannot exceed 115 cm dimensionally. [55 cm + 35 cm + 25 cm =Total 115 cm]
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 75 kg and the height of the article to be carried should not exceed the height of the headrest of the seat. We reserve the right to refuse the carrying of any large pieces which we feel may present a safety risk. A Customer without hand baggage cannot adjust this entitlement towards the checked-in baggage. Customers are not allowed to use the unused Baggage allowances of others.
GoAir allows its Customers to check-in up to 15 kg of luggage on GoSmart & GoFlexi bookings and 35 kg on GoBusiness (no infant allowance). Checked baggage cannot exceed 158 cm in overall dimensions (L+W+H). Please note that no hand baggage, other than laptop and digital camera; is permitted from Srinagar, Jammu & Leh Airports. GoAir allows a total of 22 kg & 42 kg on GoSmart/GoFlexi & GoBusiness respectively check-in baggage on all flights from these airports.
Pre-purchased Extra Baggage:
If customers wish to take more than the standard baggage allowance of 15 kg they can pre-purchase this in increments of 5 kg, 10 kg, 15 kg & 30 kg. on www.GoAir.in.
Terms & Conditions
Please note the rates for the pre-purchase of extra baggage on www.GoAir.in in the increments of 5 kg, 10 kg,15 kg & 30 kg has been revised w.e.f. 23rd June 2018. All other terms and conditions continue to apply. Kindly visit www.GoAir.in to know more about the rates.
The pre-purchased extra baggage is intended for booked passenger only and is non-transferable.
Extra baggage needs to be purchased for each sector separately.
The extra baggage is valid for the sector it is purchased for.
The extra baggage fee is refundable in case of cancellation of the journey. However in case of "No Show" extra baggage fee will be non-refundable.
Any modification to the pre-purchase extra baggage is not allowed post booking.
Any interpretation issues in respect of the above, the decision by Go Airlines shall be binding on the customers.CHECK-IN BAGGAGECHARGES ₹
Pre-Purchase Excess Baggage (5 kg)
Pre-Purchase Excess Baggage (10 kg)
Pre-Purchase Excess Baggage (15 kg)
Pre-Purchase Excess Baggage (30 kg)
For health and safety reasons, GoAir will not accept any individual item exceeding 32 kg. For oversized baggage, comprising but not restricted to sporting, musical equipment etc an additional charge of ₹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
GoAir will make the best effort 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, perishable and precious items (cameras, jewelry, money, electronics, etc.) 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 Customer 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 GoAir responsible for any pilferage / damage / etc. to such valuables. They shall lay no claim against GoAir, its employees, agents, successors etc in this regard. GoAir 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 ₹200/- per kg up to a maximum of ₹4,000/- whichever is lower. GoAir assumes no liability for fragile or perishable articles. Hand baggage is accepted in the cabin, subject to availability of space in the overhead bin. Restricted storage space is also under the front seat. In the event of no space being available in the aircraft to stow hand baggage in the overhead bins or under the front seat, it will be necessary to remove and load the same in the baggage hold as per Government Safety Regulations. 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 traveling with Infant on lap
A laptop computer
Oversized or overweight hand baggage (exceeding 7 kg) is not permitted in the cabin for safety and security reason. Such baggage is required to be checked in and loaded in the baggage compartment of the aircraft.
Go Air 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. 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 present 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.
For safety reasons, infants under 2 years, as on date of travel, cannot travel in their own seat and must be seated in an adult's lap.
Infants upto to the age of 24 months will be charged ₹1200/- all inclusive on Economy Class tickets, provided they don't occupy a seat.
A maximum of 1 infant is allowed per adult. No baby/car seats or push chairs are allowed in the aircraft cabin.
No extra seats may be booked for infants and infants do not qualify for a free baggage allowance.
If the infant reaches the age of 2 years, prior to the return journey, they must pay the applicable fare, taxes, fees and charges for that part of the journey. Proof of age may be required so please have the infant's valid photo-ID available for inspection.
Reduced Mobility / Disabled Customers
This means that any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotors, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, and whose situation needs appropriate attention and adaptation to his or her particular needs of the service made available to all Customers. Go Airline 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 that such persons or their representatives inform us of their requirement in advance. Due to 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 reduced mobility who only require special assistance at the airport in embarking/ disembarking and a reasonable accommodation in flight. Such Customers 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:
How to get a Medical Clearance?
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;
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 here. 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.
A 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 traveling 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
For the health/medical conditions mentioned below, a Customer requires a 'Fit to Fly as a Customer / Fit for Air Travel' medical certificate valid for travel date, mentioning the date of travel and must be issued 24 (twenty four) hours prior to the date of travel and must be issued by 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 in-flight/on-board problem or even death.
Undergone surgery/operation and/or suffered/suffering major/critical illness in the past 15 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. (Note: Life support equipment such as oxygen shall be provided by Go Airlines at a nominal cost. Personal oxygen cylinders are not allowedto be carried on board due to safety reasons).
Dangerous Articles In Baggage
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 toyreplicas 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
Snacks and beverages may be offered for consumption on board on chargeable basis (subject to availability of snacks and possibility of conducting service when encountered by weather / or due to other regulatory factors) to Customers. The serving and consumption of alcohol on board is strictly prohibited. Smoking on board, on any GoAir aircraft, is strictly prohibited. Use of mobile phones in-flight or on ground during refueling is strictly prohibited on GoAir Flights. Please adhere to cabin crew instructions when asked to switch off the mobile phones.
Pre-book snacks on www.GoAir.in: Now customers can pre-purchase combo meal at the time of booking ticket(s) on www.GoAir.in. Customers can choose between a Vegetarian and Non-vegetarian combo meal as per their preference.
Terms and Conditions for pre-booked combo meal on www.GoAir.in:
Cancellation and Refund of Combo Meal Requests
Customers can purchase their combo meal at least twelve (12) hours prior to the scheduled departure time of their Go Air flights.
Selection of combo meal are subject to substitution/change as per availability
The combo meal type request is linked with the flight ticket. Once customers have chosen & places their combo meal preference (vegetarian or non- vegetarian), they cannot change the said preference later.
Customers can book and purchase the combo meal only by logging on to the website www.GoAir.in
For flights where there is no change in flight number (‘via flights’), customers will be able to place their combo meal request only for the first leg of the journey and it will also be served only on the first leg of the journey
For multi sector flights, customers may purchase additional meals onboard for the connecting sectors.
The price of the combo meal is inclusive of all taxes.
To avail the combo meal the e-ticket printout must be presented to the crew, failing which it will not be served.
Payment is collected on account of Café Coffee Day for in-flight combo meal served to the guest on all Go Air flights.
The Combo meal will consist of (Sandwich + Juice + Cake + Chips), these contents can be changed / modified or replaced without prior notice, and at sole discretion of Go Air.
The Combo meal will be served at temperature maintained in Aircraft, and Go Air does not guarantee that the Combo Meal will be served at hot / warm temperature.
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.
Rescheduling and Refund of Combo Meal Requests
Combo meal purchased at the time of booking are non-refundable in case NO-SHOW.
With effect from 18th August 2017, in case of cancellation of pre-booked meals, customer is entitled for full refund of meal cost paid
If the flight is cancelled by Go Airlines, the amount paid for the combo meal request will be refunded in the original form of payment by way of reversal on your debit or credit card entry.
Combo meal request cannot be carried forward incase the customers reschedule their itinerary. The amount collected for the combo meal will not be refunded.
If the flight is rescheduled by Go Air, customers combo meal request will be carried forward at no extra cost.
Right To Deny Any Customer
GoAir reserves its right to refuse passage to any Customer who is under the influence of alcohol or drugs, violent or abusive, or where the Company or its duly authorized representatives / staff believe that it is necessary for the safety and comfort of other Customers or for the protection of the aircraft and / or other assets.
Except in the case of its act(s) or omissions done with intent to cause damage or recklessly and with knowledge that damage would probably result, GoAir shall not be liable for errors or omissions in timetables or other published schedules, or for representations made by employees, agents or representatives of GoAir as to the dates or time of departure or arrival or as to the operation of any flight.
Pregnancy - GoAir Acceptability Criteria
If accepted for air travel, the below Customer will need to declare the same and fill-in/sign-in a GoAir MEDA Form at the airport before the issue of air ticket or boarding pass.
Expectant mother till the end of 27th week of pregnancy may be permitted to fly without any medical certificate.
From 28th week to 36 weeks – requires a Medical Certificate as "Fit to Fly as a Customer/Fit for Air Travel" valid for travel date, and issued 24 (twenty four) hours prior to the date of travel from a Consulting Obstetrician & Gynecologist. 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.
Pregnancy 37 weeks onwards (beyond the end of 36 weeks) is not permitted to fly.
Post-delivery mother and infant can 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.
Condition For Auction Tickets
In the case of tickets won in internet auctions, the total cost of the ticket(s) (inclusive of taxes) will be as per the bid won by the Customer on the website which hosted the auction. The value of the ticket(s) can be obtained by the Customer from such website. No cancellation or rebooking will be permitted.
Governing Law and Disputes
These GoAir Regulations shall be subject to, interpreted in accordance with and governed by Indian law. All claims and disputes shall be subject to the exclusive jurisdiction of Mumbai, India only.
Student fare will be available for bookings done online on www.GoAir.in by opting in for student fare
GoAir will provide 5% discount on base fare only. All applicable fees/taxes payable by the student.
Scheme is applicable for students above the age of 12 years belong to a bonafide school/university.
It is mandatory for the students to carry a valid ID card and display it at the time of check-in at the airport.
Scheme is valid for students only. Not applicable for family members.
Student discount is applicable for all domestic flights.
Student discount is valid on both, one-way and round-trip bookings.
Bookings made under Student Discount Scheme are changeable and cancellable. Only one modification is allowed by calling at the call centre
Tickets booked under the scheme are non-transferable - No name changes permitted.
Web Check-in is not allowed for all the Student Discount bookings.
Limited inventory available under the scheme and seats are subject to availability.
Scheme cannot be combined with any other offers/discounts/promotions from GoAir.
GoAir reserves the right to amend/modify/cancel the scheme without any prior intimation.
Bookings under this offer are refundable after deducting the applicable cancellation fares.
An excess baggage of 25 kg (Standard 15 + 10) will be allowed at Airport only after Student showing a valid ID card.
1.For your convenience, we offer you the choice of paying in either the pricing currency applicable to your booking or (if different) the currency of your payment card. This offer is valid only for your current payment and may not be available for later transactions whether relating to the same or another booking.
2.The exchange rate for currency conversion displayed here is based on a most competitive rates received frombanks / Financial Institution.
3.If you select the option of paying in your card currency, then the total payment amount shown on the screen will be in the same currency as reflected in your payment card statement. By selecting this option , you will be billed on your card at the time of purchase itself.
4.Alternatively, if you chose to pay in the pricing currency or any other currency which is different from card currency, then the final amount billed on your card statement will be determined by your card provider at a later date.
5.After a payment has been made in the currency of your choice, then neither you nor we can alter that payment to another currency. The card holder's choice of currency is final.
6.Refunds will be credited in the final currency depending upon the cancellation policy imposed by the merchant.
Note: Additional charges may be imposed by credit card issuing banks for all international transactions
Multi-Currency Pricing (MCP) Frequently Asked Questions
1.What is Multi Currency Pricing (MCP) ?
Multi Currency Pricing allows Visa and Mastercard cardholders to transact in the currency of their choice when original currency presented on merchant website is different from card issuing currency. This allows consumers the comfort of paying in the currency they understand best and results into more familiar checkout experience.
2.What happens when I choose to transact via MCP ?
You will get choice of converting purchase amount into the card issuing currency. If card issuing currency is not supported by merchant then choice of major currencies will be available on the checkout page along with original currency. When you opt for MCP, authorization will be taken for the chosen currency. If card issuing currency and authorization currency is same, then exact amount will be charged on the cards. If card issuing currency and authorization currency is different then issuing bank may apply exchange rate later and then charge the card.
3.Can I choose not to perform my transaction via MCP ?
Yes. This service is completely optional and you can always process transaction with original purchase amount. However if your card issuing currency and original currency are different then your issuing bank may apply exchange rates later while actually charging your card.
4.How is foreign exchange rate is calculated ?
Foreign exchange rate is received from our authorized financial partners and is updated everyday.
5.Why is the rate different from the last time I used MCP ?
While the rates we do offer through MCP are quite competitive, they do fluctuate based on existing foreign exchange rates prevailing at the time of transaction.
6.Why is my currency not a listed option?
Listing of currency depends upon whether same is being supported by merchant platform or not. In such cases apart from original purchase amount, you will get a choice of paying in one of the major currencies available.
7.What happens in case of Refund ?
In case of refund, you will get money in the final currency with which transaction is processed. The foreign exchange rate used to process refund will be same to that of SALE transaction. In case of some cancellation fee applied by merchant then remaining amount will be transferred to your account by converting it into your currency with best possible exchange rate
Customers should note that certain fares are offered subject to certain conditions, which may limit, restrict or exclude their right to change or cancel bookings.
In case of credit card payments, refund shall be made by the airlines within seven days of the cancellation to the account of credit card holder.
In case of cash transactions, refund shall be made immediately by the airlines office from where the ticket was purchased.
In case of purchase of ticket through travel agent/portal, the airline shall refund the amount. The airlines shall ensure that the refund process is completed within 30 working days.
Terms and Conditions for Web Check-In
Web check-in facility is available for customers with confirmed booking.
Customers may check-in online within 72 hours until 2 hours prior to the departure of their flight.
Customers need to print the copy of the boarding pass post completion of web check-in.
Web check-in facility is not available for group check-in (i.e more than 9 customers on a single PNR).
As per Bureau of Civil Aviation regulations, all customers would have to get their photo identification checked and boarding pass stamped at the Check-in counter before proceeding for security check.
Web checked-in customers should report at the airport at least 45 minutes prior to the departure time.
While web check-in is recommended for customers with cabin baggage, customers with check-in baggage may also check-in online. However to avoid last minute rush customers are requested to report at least 60 minutes prior the departure time to get their bags checked-in. Customers can contact the check-in supervisor for further assistance.
Please note that our Check-in counters will close 45 minutes prior to the departure time. Customers must report sufficiently in advance, to avoid missing the flight or any inconvenience.
Boarding gate will close 25 minutes prior to the departure of the flight.
Free baggage allowance in economy class is now revised to 15kg per person w.e.f from 11th June 2013.
Excess baggage can be pre-purchased at attractive rates on www.GoAir.in at the time of booking or any time before travel.
Any additional kg outside of the free baggage allowance will be charged at the airport check-in counter at the rate of Rs.350/- per kilo effective 11th May’18.
As per BCAS regulation, customers can carry only one piece of hand baggage, the weight of which should not exceed 7 kgs and the size should not exceed 55 cms + 35 cms + 25 cms ( Total 115 cms).
The following dangerous goods are not permitted to be carried in Your Baggage, whether it is Your Hand Baggage or Your Hold Baggage:
- Gas cylinders such as deeply refrigerated flammable, non-flammable and poisonous gases including butane, oxygen, propane, and aqualung cylinders.
- This also includes butane gas (e.g. for use with heated hair appliances) camping gas, and chef's blow torches.
- Flammable liquids and solids such as lighters or heater fuels, paint and matches.
- Poisons such as insecticides, weed killers, arsenic and cyanide.
- Radioactive material, oxidizing materials, and organic peroxides such as bleaches and fiberglass repair kits.
- Infectious substances such as bacteria and viruses.
- Corrosives such as mercury, acids, alkalis and wet-cell batteries.
- Firearms and explosives such as handguns, automatic weapons, ammunition, ammunition including blank cartridges, pistol caps, fireworks, flares, smoke canisters and crackers.
Exceptions: Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage. Weapons such as antique firearms, swords, knives and similar items may be accepted as Checked Baggage. A maximum of 5kgs of ammunition (UN0012 or UN0014) may be carried in Checked Baggage with appropriate paperwork.Passengers must produce valid documentation showing proof of ownership and legal authority for the possession of the firearm(s). Without such documentation, firearms WILL NOT be carried.
In addition to the list of dangerous goods highlighted above, the following articles are not permitted to be carried in the aircraft cabin or the hold:Explosive and Flammable Substances, Explosives and explosive devices, Blasting caps, Detonators and fuses, Replica or imitation explosive material or devices, Mines and other explosive military stores, Fireworks, flares and other pyrotechnics, Grenades, smoke generating canisters or cartridges, Flammable liquids of any kind, Aerosol spray paint, turpentine and paint thinner, Alcoholic beverages exceeding 70% by volume, Chemical and toxic substances, Acids and alkalis,corrosive or bleaching substances, Disabling or incapacitating sprays, Radioactive material, Poisons, infectious or biological hazardous material and Fire extinguishers.
(THIS LIST IS NOT EXHAUSTIVE AND WE RESERVE THE RIGHT TO ADD ADDITIONAL ITEMS TO THIS LIST FOR SAFETY AND/OR OPERATIONAL REASONS WITHOUT NOTICE.)
For further information on baggage allowance please refer our Citizen’s Charter- Baggage Allowance on our web site.
Customers who have checked-in online and want to modify or cancel their booking, can do so up to 2 hours prior to departure of their flight by calling us on 1800222111/18602 100 999 / 91 22 6273 2111 or by visiting our Airport Ticketing Office. Once Checked-in, Customers will not be able to make any changes to their bookings on the website.
Due to Airport Security Regulations, no cabin baggage is allowed, other than laptop and digital camera; for flights originating from Leh, Jammu and Srinagar airports.
Web check-in facility is not available for customers requiring special assistance (wheelchair, customers with Medical conditions, Unaccompanied minors) and customers traveling with infants.
GoAir has the right to cancel a booking if the booking is found to be made by fraudulent use of a credit card or any other reason.
GoAir reserves the right to reseat customers already seated (checked-in using web check-in) on Emergency exit seats in order to comply with safety regulations.
If a credit card is used to purchase a ticket, the same would have to be produced at the time of check-in. If the holder of the credit card is not the customer, then the customer would have to possess the following:
- A photocopy of both sides of the credit card, which will have to be self attested by the credit card holder authorizing the use of the credit card for the purchase of the said ticket; and
- The photocopy should contain the name of the customer traveling, date of journey and sector on which the journey is made.