Choose one of the topics below and take off your doubts:

• About the Program

  • 1 - What is Smiles?

    • It is Gol’s relationship program, where participants may accrue miles by flying or purchasing products and/or services from partner companies and may redeem miles in exchange for airline tickets.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - What do I have to do to become a Smiles Program member?

    • To become a member of the Smiles Program you must fill out the Registration Form . Enrollment in the Smiles Program is free of charge.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - As of when am I entitled to accrue and redeem miles on my Smiles account when flying Gol?

    • Participants commenced accruing miles on their Smiles card when flying Gol on October 16th 2008. Redemption possibilities for ticket issuance for Gol flights began on november 16th 2008.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - I am a Smiles member from the Varig program. Is my registration still valid?

    • Yes. Your registration has been kept in our data base, however, you must update your registration information, through the registration renewal, in order to have access to ticket issuance features. To renew your registration, click here.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - Which airlines are eligible for mileage accrual?

    • You may currently earn miles when flying Gol, Varig, Air France, KLM and American Airlines.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - Which airlines are eligible for mileage redemption?

    • You may currently redeem Miles for ticket issuance on Gol, Varig, Air France, KLM and American Airlines.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - How can I redeem my miles to fly without paying for a ticket?

    • You must issue one of our award tickets, according to the available miles on your Smiles account.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - Are my Varig miles still valid?

    • The validity of your miles is not linked to Gol’s acquisition of the program. As of January 1st 2006, miles are valid for three full years as from the month when miles were earned. Miles expire on the month that you joined the program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - My Varig card has expired. How should I proceed?

    • You should print out your electronic card, which is available when you access the ‘My Smiles’ area on the website’s home page. Your number and password have not been altered.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 10 - Have my Varig number and password been altered?

    • No. Your card number and password remain the same.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 11 - I forgot my Smiles Number. How should I proceed?

    • To receive a Smiles number you must renew your registration. Do this now by clicking here.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 12 - I forgot my password. How should I proceed?

    • When accessing the Smiles website, click on the menu bar on the right hand side. You will be able to get a new password by clicking the Smiles Password . You will need to have your Smiles card number handy when applying for a new password.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 13 - How do I accrue miles?

    • There are two ways to accrue miles:
      
      a) Flying Gol, Varig or one of the Partner airline companies.
      
      b) Purchasing products or services from our partners.
      
      It is worth mentioning that in order to accrue miles you must provide your Smiles number at the time of purchase or at the airline’s check in counter.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 14 - How do I redeem miles?

    • By issuing Smiles Program award tickets to fly Gol, Varig or one of the Partner airlines.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 15 - Which channel should I use to issue an award ticket?

    • You can use the website for ticket issuance to fly Gol and Varig or you can access the Smiles Customer Service Center to fly with partner airlines.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Registration

  • 1 - How should I register?

    • To become a member of the Smiles Program you must fill out the registration form , which is available on the website.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Will there be any charges for my registration?

    • No. Your enrollment is totally free of charge.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - Is there any possibility that my registration might be rejected?

    • No. We don’t conduct any kind of credit analysis for candidates to enroll in the Smiles Program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - I had a registration with Varig. Is it still valid?

    • Yes, however, you must update your registration information, through the registration renewal. To renew your registration now, click here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - I am Brazilian and I don’t have a CPF number. How can I finalize my registration?

    • This information is not necessary for minors (under 18 years of age), however if you are over 18, this information is necessary to finalize your registration. Check the Receita Federal for information on how to proceed to have this document.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Registration Renewal

  • 1 - Why do I have to renew my registration?

    • Upon Gol’s entry to the Smiles Program, some areas had to be included in the registration form, and for this reason all Smiles Members must renew their registration before using their miles to issue Smiles award tickets. Registration renewal is not necessary for members who joined the Program after October 16th 2008. Renew your registration now by clicking Here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Where can I renew my registration?

    • You can renew your registration through the website by clicking here or through the Smiles Customer Service Center .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - How can I renew my registration?

    • a) If you remember your card number and password, access the ‘My Smiles’ area on the website’s home Page, type in your Smiles Number, type in your password on the virtual keyboard and click User Information Update. Your registered information will appear on the screen and all you have to do is update old information and complete the missing information. You will receive a confirmation message when you finalize the update. You cannot change name, date of birth, CPF (social security) number or email address. If you need to change any of the above mentioned information, you will need to submit the following documents: Copies of your RG (ID), CPF (social security) number, proof of residence, marriage certificate and/or annotation when necessary. May we inform you that it is not possible to register the same email address to the more than one account, and in case the email address is duplicated, you must submit the necessary documents with the new email address.
      
      b) If you do not remember your Smiles Number and / or password, you must fill out the registration form by clicking here .
      
      As soon as registration is complete, we will send you an email with your Smiles Number and password activation code. If you need to change any of the following information: Name, Surname and CPF (social security number), you will need to submit copies of your RG (ID), CPF(social security number), proof of residence, marriage certificate and/or annotation when necessary. Make sure the email address you registered is not set with anti-spam features or you will not receive the activation code.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - I cannot remember my Smiles number and password. Can I register again?

    • No. Your information is already in our data base and you only have to update it. clique aqui to update now.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - How will I know if my information has been successfully updated?

    • You will receive a confirmation message when you finalize the update.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - I have renewed my registration but did not receive my password activation code. What happened?

    • Make sure the email address you registered is not set with anti-spam features or you will not receive the activation code.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - What happens if I don’t renew my registration?

    • Your information must be updated in order to issue award tickets and to receive promotional information about the program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - If I don’t renew my registration do I still accrue miles?

    • Yes. You don’t need to renew your registration to accrue miles.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - I don’t have any balance. Do I need to renew my registration?

    • Yes. Your information must be updated in order to issue award tickets and to receive all promotional information about the Program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 10 - Is there a deadline to renew my registration?

    • No, however, we recommend that the renewal be done as soon as possible so you can have access to all Smiles Program promotions.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 11 - Will I receive a card when I renew my registration?

    • Yes, you will have an electronic card and it will be sent to the email you registered as soon as renewal is finalized. We recommend that you print out your card so you can present it at airport check ins and/or to non air partners for mileage accrual.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 12 - I haven’t received my card. How should I proceed?

    • Your card Will not be mailed to the registered address. It is now electronic and is available in the ‘My smiles’ area on the website’s home page . You may view and print it, if you wish, by typing in your Smiles Number and password. We recommend that you print out your card so you can present it at airport check ins and/or to non air partners for mileage accrual.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 13 - I have recently joined the Program. Do I need to renew my registration?

    • All members who have joined the program prior to October 16th 2008 need to renew their registrations.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 14 - I have recently renewed my registration. Do I need to renew it again?

    • If you renewed your registration prior to October 16th 2008, you must renew it again. Renewals made after this date needn’t be renewed again.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Cards and Passwords

  • 1 - I have an old card, from Varig. Is it still valid?

    • No. To receive a new card, via email, you need to renew your registration. Click here and learn how.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Has my Smiles Number from Varig changed? And my password?

    • Your card number and password remain the same.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - I renewed my registration, but I haven’t received my card. How should I proceed?

    • You will not receive your card at home. The card is now electronic and it is available in the ‘My smiles’ area on the website’s home page. You may view and print it, if you wish, by typing in your Smiles Number and password. We recommend that you print out your card so you can present it at airport check ins and/or to non air partners for mileage accrual.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - My card has expired. Can I still accrue miles?

    • Yes. You don’t need a valid card to accrue miles. You just need to be registered in the program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - With Gol’s entry in the Smiles Program, will I receive a new card?

    • You will have a new virtual card, which will be sent to your via the email address registered in the program after your registration renewal. Click here and renew your registration now.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - I forgot my Smiles Number and password. How should I proceed?

    • To receive your Smiles number and password you must renew your registration. Do this now by clicking here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - I forgot my password. How should I proceed?

    • When accessing the Smiles website’s start page, click on the menu bar on the right hand side. You will be able to get a new password by clicking the Smiles Password icon. You will need to have your Smiles card number handy when applying for a new password.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - What is password activation?

    • For safety reasons we will send you a password activation code via the email address registered in the program. You will create you Smiles password with this activation code. Click here and learn how.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - How do I use the activation code sent by email to create my password?

    • a) On the website’s home page click on “Smiles Password”, on the upper right corner on the screen.
      
      b) Choose the password activation option (second item).
      
      c) Type in your Smiles Number and temporary code you received via email.
      
      d) Next, inform your 4-digit password.
      
      e) Repeat password to confirm.
      
      
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 10 - I typed in the wrong password and it was blocked. How do I unblock it? Do I have to request a new password?

    • For safety reasons you are allowed three tries to type in the correct password. In case the system does not recognize the registered password, it will be automatically blocked. If this happens, you don’t need to request a new password. Contact the online customer to assist you in the process. May we remind you that this procedure may only be done by the membership holder.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 11 - What are card categories?

    • They are the levels of program cards given to members, according to the number of realized flights or routes. Each category has exclusive benefits.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 12 - What are the Smiles Program card categories?

    • Blue, Silver, Gold and Diamond cards.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 13 - What are the benefits for each category?

    • a) Blue:
      
      Earn Smiles Miles whenever flying with Gol, Varig, Partner Airlines and when purchasing products and services from Smiles partners. Exchange accrued miles for award tickets.
      
      b) Silver:
      
      25% bonus for miles flown with Gol or Varig. 5.000 bonus Smiles Miles when reaching the Silver category and 3.000 Smiles Miles for each renewal. Up to 10 kilos of excess baggage in countries where the WEIGHT concept is applied to baggage allowance.
      
      c) Gold:
      
      50% bonus for miles flown with Gol or Varig. 7.500 bonus Smiles Miles when reaching the Gold category and 5.000 Smiles Miles for each renewal. Up to 20 kilos or 1 piece of excess baggage (in countries where the concept applies). Exclusive check in service and access to Smiles VIP lounge, regardless of the class of service flown. Exclusive Customer Service Center.
      
      d) Diamond:
      
      100% bonus for miles flown with Gol or Varig. 10.000 bonus Smiles Miles when reaching the Diamond category and 7.000 Smiles Miles for each renewal. Up to 20 kilos or 1 piece of excess baggage (in countries where the concept applies). Exclusive check in service and access to Smiles VIP lounge, regardless of the class of service flown. Exclusive Customer Service Center
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 14 - Is mileage accrual differentiated by card category?

    • Yes. Besides the differentiated mileage accrual per card category, accrual is also conditioned to the fare practiced for ticket purchase.
      
      a) Blue:
      
      According to paid fare.
      
      b) Silver:
      
      25% bonus for miles flown with Gol or Varig plus the accrual percentage according to the paid fare.
      
      c) Gold:
      
      50% bonus for miles flown with Gol or Varig plus the accrual percentage according to the paid fare.
      
      d) Diamond:
      
      100% bonus for miles flown with Gol or Varig plus the accrual percentage according to the paid fare.
      
      
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 15 - How can I reach a superior category?

    • The number of routes or miles effectively flown with Gol or Varig in the last 12 consecutive months (except for current month) will be considered for card categories upgrades. Miles earned through bonuses, promotions, product and/or service purchases from partner airlines and non air partners are not valid for card category upgrade. Card category upgrades are granted weekly. Refer to Regulation by clicking here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 16 - What are the rules to remain in my current category?

    • Rules vary from one category to another. However, the number of routes or miles effectively flown with Gol or Varig in the last 12 consecutive months (except for current month) will be considered. Refer to Regulation by clicking here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 17 - What happens if i don’t comply with the rules to remain in my current category?

    • If you do not earn the necessary number of miles from flights to remain in the current category during the calendar year prior to your card’s expiry date, you will receive a downgrade during the following month of March.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 18 - The name on my card is incorrect. How can I correct the information?

    • In order to change this piece of registration information, you must submit a notarized supporting document, as proof of information to the Customer Service Center. The document should be sent to the Smiles Program PO Box 18.039 zip code 04626-970, together with the request for alteration.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Smiles credit cards

  • 1 - What is the Smiles credit card?

    • The card carries the Smiles logo in association with the MasterCard banner, and brings specific benefits to cardholders, in an attempt to make them loyal customers. Request yours by clicking here.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - What do I have to do in order to apply for one?

    • Choose one of the two issuing banks by clicking here.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - Which are the issuing banks of this card?

    • Banco do Brasil and Bradesco are the issuing banks for the Smiles credit cards.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - Do I have to be an account holder at one of the banks to have this card?

    • You don’t have to be an account holder to have the card.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - What is difference between the Smiles card and the Smiles credit card?

    • 
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - Do I need a Smiles credit card to be a Smiles member?

    • No. To be a Smiles member you need to complete the Smiles application form by clicking here.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - Do I need to be a Smiles member to have Smiles credit card?

    • When applying for a Smiles credit card you will automatically become a Smiles member.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - How often are the miles on the Smiles credit card transferred to my Smiles account?

    • Your miles will be automatically credited to your Smiles account after payment of your invoice. Learn more by clicking on your card’s issuing bank. Banco do Brasil Cards and Bradesco Cards.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - Where can I view my miles that correspond to my Smiles credit card expenses?

    • Your Smiles account statement may help you with this visualization, under the description "Cred. cartão Smiles Banco do Brasil" or "Credito Cartão Bradesco Smiles". If you cannot find the necessary information, contact the customer service center of your card’s issuing bank.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 10 - Are there any promotions for the launch of the card?

    • Yes. a) Purchases from Gol and Varig (Gol stores, website, and sales central) on Smiles credit cards will receive additional miles according to the chart below till 12/31/2010:
      
      
      
      b) First year’s annual fee for an additional card is free of charge.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 11 - Where can I view my miles that correspond to my Smiles credit card expenses when purchasing Gol and Varig tickets?

    • Your Smiles account statement may assist you with this visualization, under the description “Milhas extras compra bilhete na Gol”. If you cannot find the necessary information, contact the customer service center of your card’s issuing bank.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 12 - Where shall I call in case I have doubts about a Smiles credit card acquisition?

    • Banco do Brasil: 0800 729 2329 and Bradesco 0800 728 1003
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Statement

  • 1 - Where can I view my mileage credits and debits?

    • On your statement. On your statement you will be able to see all transactions referring to your account. To access your statement, Go to the ‘My Smiles’ area on the website’s home page. You will need to type in your Smiles number and password on the virtual keyboard. The Smiles Customer Service Center may also assist you with this information provided that you inform your Smiles Number and password when requested during the call. In case you cannot remember your Smiles number and password, click here .In case you have your Smiles Number, but cannot remember your password, click here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - How long does it take for my mileage credits and debits to be updated on my statement?

    • a) Non air partners: It will depend on the date that the Smiles Program is informed of the miles to be credited. It may take from 01 to 30 business days.
      
      b) Partner Airlines: It will depend on the date that the Smiles Program is informed of the miles to be credited. It may take from 01 to 30 business days.
      
      c) Gol and Varig: it will occur within a maximum of 30 business days. Present your Smiles card at the time of check in or inform your Smiles Number at the time of ticket purchase.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - Some mileage credits have not been added to my statement. How should I proceed?

    • a) Gol and Varig: Credits from Gol or Varig flights may be settled by clicking the Mileage Credit Request – flight icon on the wesite's home page or click the Products & Services item on the main menu of the website’s start page and choose Flight credits. Have your flight number, class of service flown, date of travel and reservation code at hand.
      
      b) Non air partners: Credits from these partners may be settled by clicking the Mileage Credit Request – partner icon on the website’s home page or click the Products & Services item on the main menu of the website’s start page and choose Partner credits.
      
      c) Partner Airlines: You may request retroactive credits of miles up to six months after the flight realization. In cases such as these you will need to submit the original boarding pass to the Smiles Program, via registered mail. The document should be sent to the Smiles Program PO Box 18.039 zip code 04626-970.
      
      May we remind you that you have up to 06 months as of the actual flight date to request retroactive credit, and only flights made after your enrollment in the Smiles program will be valid. Some flights may present restrictions for mileage accrual according to route, class fare and/or airline company. Refer to item three in the Smiles regulation .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - I have noticed that there is a difference between my accrued miles and the miles shown in my statement. How can I know the calculation procedures?

    • First, check the deadlines for credits to be made available on your statement:
      a)Non air partners: It will depend on the date that the Smiles Program is informed of the miles to be credited. It may take from 01 to 30 business days.
      b)Partner Airlines: It will depend on the date that the Smiles Program is informed of the miles to be credited. It may take from 01 to 30 business days.
      c)Gol and Varig: It will occur within a maximum of 30 business days. Present your Smiles card at the time of check in or inform your Smiles number at the time of ticket purchase.
      If there is still a difference:
      a)Non air partners: In the Earn Miles section on the website’s start page, there is a “Partner Company” option. Click on it and you will find information about each credit card award. If you prefer, click here . In case you cannot find an answer to your question, you will need to contact your credit card issuer or the company from which you purchased the product and/or service directly. You may request retroactive credits of miles up to six months after the flight realization and/or purchase of product/service. You may request the credit within this period by clicking the Mileage Credit Request – partner icon on the website's home page . You will need to submit proof of service utilization and/or product purchase to the Smiles Program, PO Box 18.039 zip code 04626-970.
      b)Gol and Varig: In the Earn Miles section on the website’s start page, there is a “Gol and Varig” option. Click on it and you will find information about each credit card award. If you prefer, click here . You may request retroactive credits of miles up to six months after the flight realization and/or purchase of product/service. You may request the credit within this period by clicking the Mileage Credit Request – flight icon on the website's home page .
      c)Partner Airlines: You may request retroactive credits of miles up to six months after the flight realization. In cases such as these you will need to submit the original boarding pass to the Smiles Program, via registered mail. The document should be sent to the Smiles Program PO Box 18.039 zip code 04626-970. Important: May we remind you that only flights made after your enrollment in the Smiles program will be valid.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - There are undue redemptions in my statement. How should I proceed?

    • In order to redeem miles from your account you will be required to type in your card number and password through the website or the call center available through the Customer Service Center. In both situations you are the only person allowed to do this. This situation will not happen, since all passwords are personal and nontransferable. In case of doubts contact our Online Service Center .
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Mileage Accrual

  • 1 - What is mileage accrual?

    • It is the concentration of all miles earned by member for flying Gol, Varig and partner Airlines or for purchasing a product and/or service from a non airline partner on a Smiles account.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - How can I accrue miles?

    • There are two ways to accrue miles: a) Flying Gol, Varig and partner Airlines and/or;
      
      b) Purchasing products and/or services from partner companies.
      
      It is worth mentioning that in order to accrue miles you must provide your Smiles Number at the time of purchase or at the airline’s check in counter.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - Do I accrue miles when flying with an award ticket?

    • No. Mileage accrual is only permitted for tickets that have been paid in full by cash or credit card and is directly related to the tariff chosen at the time of purchase.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - Do I accrue miles on the date that I purchase my ticket?

    • No. In order to accrue the miles corresponding to your flight, it is necessary that you realize the flight.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - Do the same accrual rules apply for all Airlines and non air partners?

    • No. Refer to the regulations to learn more about the accrual rules.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - Can the miles accrued on the Varig program be used to issue tickets for Gol and other partner Airlines?

    • Yes, provided that they are still valid.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - Where can I view my accrued miles and their validity?

    • You can do so by viewing your account statement. On your statement you will be able to see all transactions referring to your account. To access your statement, GO to the ‘My Smiles’ area on the website’s home page .
      
      You will need to type in your Smiles number and password on the virtual keyboard. The Smiles Customer Service Center may also assist you with this information provided that you inform your Smiles Number and password when requested during the call.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - How long does it take before I can view the mileage credits?

    • a)Non air partners: It will depend on the date that the Smiles Program is informed of the miles to be credited. It may take from 01 to 30 business days.
      b)Partner Airlines: It will depend on the date that the Smiles Program is informed of the miles to be credited. It may take from 01 to 30 business days.
      c)Gol and Varig: It will occur within a maximum of 30 business days. Present your Smiles Card at the time of check in or inform your Smiles number at the time of ticket purchase.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - Will mileage credit be automatic when I use a partner airline or a non airline partner?

    • No. It will happen if you:
      
      a) Non air partners: Present your Smiles Card every time you purchase a product and/or service.
      
      b) Partner Airlines: include your Smiles Number at the time of ticket purchase from partner Airlines or present your Smiles card at the time of check in.
      
      c) Gol and Varig: Present your Smiles Card at the time of check in or inform your Smiles Number at the time of ticket purchase.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 10 - If I forget to request mileage credit to my card, can I do so later?

    • a) Non-airline partners: The deadline for requesting retroactive mileage credit is six months from the date of use/purchase of the service and/or product, as of the date of use/purchase of the service and/or product. You may request the credit within this period by clicking the Mileage Credit Request – partner icon on the website’s home page .
      
      You will need to submit proof of service utilization and/or product purchase to the Smiles Program, PO Box 18.039 zip code 04626-970. May we remind you that only products and/or services used/purchased after your enrollment in the Program will be considered.
      
      b) Gol and Varig: The deadline for requesting retroactive mileage credit is six months from the flight date, as of the flight date. You may request the credit within this period by clicking the Mileage Credit Request – flight icon on the website’s home page .
      
      May we remind you that only products and/or services used/purchased after your enrollment in the Program will be considered.
      c) Airline partners: The deadline for requesting retroactive mileage credit is six months from the flight date, as of the flight date. You may request the credit within this period by clicking the Mileage Credit Request – flight . In these cases you must submit the original boarding pass and Electronic Ticket to the Smiles Program, via registered mail.
      
      The document should be sent to the Smiles Program PO Box 18.039 zip code 04626-970. May we remind you that only products and/or services used/purchased after your enrollment in the Program will be considered.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 11 - Can the miles from a friend or relative, who is enrolled in the program, be credited to my Smiles account?

    • No. The program does not permit mileage transfers between members.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 12 - Can I earn miles without presenting my Smiles card?

    • You need to provide your Smiles Number in order to earn miles through all partners, be they airlines or non airline companies.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 13 - I have a booked trip, where there is no direct flight and there will be an aircraft changeover. Will the miles be credited per route?

    • Yes, miles will be credited per route. Each flight on the itinerary will be credited individually, and not according to origin-destination.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Mileage Redemption

  • 1 - What is mileage redemption?

    • It is the withdrawal of miles from your Smiles account for the issuance of award tickets.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - How can I redeem miles?

    • Partner Airlines: By issuing award tickets. Non air partners: There is currently no way to do this.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - Can I redeem miles for one way tickets or does it have to be for round trip tickets?

    • The program allows for issuance of one way tickets. This makes ticket redemptions easier, since fewer miles are necessary to issue a one way award ticket. Some promotions may require round trip issuance to be finalized.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - How far in advance should I request mileage redemption to issue an award ticket?

    • The actual withdrawal of miles from your account occurs at the time of issuance. However, you should program your trip in advance to be able to issue your ticket on the date you desire. This is the only way to guarantee you will have a seat available.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - Is it possible to reinstate redeemed miles?

    • Yes, provided they are still valid and upon payment of a handling fee. The administrative fee is R$50,00 for tickets issued in Brazil and the equivalent to US$ 30,00 converted into the local currency for tickets issued outside of Brazil. May we remind you that in case of reinstatements, only the valid miles will return to the Smiles account. Fees are charged per ticket.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - What is the deadline to redeem my miles?

    • Miles can be redeemed up to their last validity day.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - Where can I view how many miles have been withdrawn from my account?

    • You can do so by viewing your account statement. On your statement you will be able to see all transactions referring to your account. To access your statement, GO to the My Smiles area on the website’s home page. You will need to type in your Smiles Number and password on the virtual keyboard. The Smiles Customer Service Center may also assist you with this information provided that you inform your Smiles Number and password when requested during the call.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - Do the same redemption rules apply for all Airlines?

    • No.
      
      a) Gol and Varig: Redemption rules are applied according to the chosen award ticket.
      
      b) Partner Airlines: There are particular rules for each airline, which may be viewed by clicking here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - How can I redeem miles from Gol and Varig?

    • By issuing one of the following tickets:
      
      a) Any Day Smiles Ticket: Allows you to travel during any time of year, without seat limitations (seat reserved for Smiles), provided there are available seats on the chosen flight. This option requires Double the miles for Smiles awards in the chosen class of service.
      
      b) Smiles Ticket: Allows for ticket issuance with 10.000 or 15.000 miles, according to the class of service (Economy or Comfort).
      
      c) Smiles & Money Ticket: Allows for ticket issuance by combining miles and money.
      
      d) Reduced Smiles Miles Ticket: Allows for ticket issuance with fewer miles.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 10 - Can I redeem miles and issue an award ticket for someone else?

    • Yes. You can request the award ticket for you or for anyone else you wish.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Award Ticket Issuance

  • 1 - What are award tickets?

    • All kinds of tickets that can be issued through the Smiles Program for flights operated by Gol and Varig.
      
      They are:
      
      a) Any Day Smiles Ticket: Allows you to travel during any time of year, without seat limitations (seat reserved for Smiles), provided there are available seats on the chosen flight. This option requires Double the miles for Smiles awards in the chosen class of service.
      
      b) Smiles Ticket: Allows for ticket issuance with 10.000 or 15.000 miles, according to the class of service (Economy or Comfort).
      
      c) Smiles & Money Ticket: Allows for ticket issuance by combining miles and money.
      
      d) Reduced Smiles Miles Ticket: Allows for ticket issuance with fewer miles.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - How should I proceed to issue a ticket by redeeming miles from my Smiles account?

    • a) Through the website:
      
      Click on Issue Ticket on the website’s home page , type in your Card Number and password in the boxes provided and click continue. Then, click on the box at the bottom of the page to accept issuance conditions and click continue.
      
      Choose your origin and destination, date of travel and the number of passengers. Click Issue Here. Once this is done, choose the Award that is best suited for you according to the available balance on your account. Pay your boarding fee and Have a Great Flight.
      
      b) Smiles Customer Service Center:
      
      Tickets can also be issued through the Smiles Customer Service Center , after you type in your Smiles number and password for the call center.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - What information should I provide to issue an award ticket?

    • Smiles Number, name, contact phone number, email address and passenger Identification. In Brazil, ID card, professional association or public service cards and passports are accepted documents. In other countries, passport or local ID/resident card shall be provided.
      
      Important: Issuance will be permitted only for members who have renewed their registration and are logged onto the system (Smiles Customer Service Center or website) and whose accounts present enough balance for the award ticket to be issued.
      
      You may renew your registration now, even if you don’t remember your Smiles Number and password by
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - What is the minimum number of miles required to issue an award ticket?

    • Smiles Awards allow you to fly with different numbers of miles. Therefore, you should check origin, destination and date of travel to have this information.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - Can I issue tickets only for myself?

    • No, you may request awards for yourself or for anyone else you wish, provided you have enough miles and have renewed your registration on the program. You may renew your registration now, even if you don’t remember your Smiles Number and password by clicking here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - Can I use other members’ miles to issue award tickets?

    • No. According to program rules members are not permitted to combine miles to issue a ticket.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - Can I make a reservation and after a few days request the mileage redemption?

    • No. Reservations will always be followed by award ticket issuance.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - Can I issue a ticket with an open date?

    • No. Smiles Awards will only be issued upon confirmed reservations.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - Can I issue way tickets or does it have to be round trip tickets?

    • The Program allows for issuance of one way tickets. This makes ticket redemptions easier, since fewer miles are necessary to issue a one way award ticket. Some promotions may require round trip issuance to be finalized.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 10 - I want to travel to a city, where there is no direct flight. Do I have to issue two tickets?

    • If Gol or Varig operate the route, you can issue a single ticket as long as there is no stopovers at connection points.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 11 - I would like to issue a round trip ticket, but I need a three-day stopover between origin and final destination. Is it possible?

    • No intermediate stops between origin and destination will be permitted for Smiles Awards. To redeem miles for this itinerary, you will need to issue three award tickets as follows:
      
      - City of origin – Intermediate stop.
      
      - Intermediate stop– Final destination.
      
      - Final destination - Origin.
      
      
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 12 - Does a child require the same number of miles as an adult to have an award ticket issued?

    • Children 0 to 12 years (incomplete) of age require the same number of miles as an adult to have an award ticket issued. Children under 2 years of age are not charged any miles.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Award Ticket Changes and Cancelations

  • 1 - Can I change dates or itinerary after an award ticket has been issued?

    • You can request date changes or rerouting or even refunds for award tickets provided that the award is within its validity term (one year as of issue date) upon payment of an administrative fee of R$50,00 for tickets issued in Brazil and the equivalent to US$ 30,00 converted into the local currency for tickets issued outside of Brazil. May we remind you that in case of reinstatements, only the valid miles will return to the Smiles account.
      Important: Fees are charged per ticket.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Can I change an unused ticket after the travel date?

    • Changes can be made only for a ticket within its validity term.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - How should I proceed to change dates or itinerary?

    • You should contact our Online Customer Service . It is worth mentioning that only the membership holder can make these.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - Can I cancel an award ticket after it has been issued?

    • Yes, it is possible provided that the award is within its validity term. It is worth mentioning that only the valid miles will return to the Smiles account. Expired miles will not be reinstated.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - How should I proceed in the event of a cancelation?

    • You should contact our a Central de Atendimento Smiles and request the cancelation of the ticket. It is worth mentioning that only the valid miles will return to the Smiles account. Expired miles will not be reinstated.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - Can I cancel an unused award ticket after the travel date ?

    • Cancelations can be made only for a ticket within its validity term.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - When I cancel an award ticket, will all the miles be reinstated to my account?

    • Only the valid miles will return to the Smiles account. Expired miles will not be reinstated.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 8 - Will I be charged to change or cancel an award ticket?

    • Yes. You will be charged for all changes or cancelled ticket. The administrative fee is R$50,00 for tickets issued in Brazil and the equivalent to US$ 30,00 converted into the local currency for tickets issued outside of Brazil. May we remind you that in case of reinstatements, only the valid miles will return to the Smiles account.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 9 - In the event of a cancelation, can the miles be reinstated to my credit card company?

    • The program rules don’t allow mileage reinstatements to partners, be they airlines or non air partners.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Program’s Airline Partners

  • 1 - Who are the program’s Airline partners?

    • They are the airlines that allow members to accrue and/or redeem their miles to fly.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Which are the partner Airlines?

    • a) For mileage accrual - Gol, Varig, Air France, KLM and American Airlines.
      
      b) For mileage redemption - Gol, Varig, Air France, KLM and American Airlines.
      
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - How long have they been partners?

    • a) For mileage accrual: Gol since Oct 16th 2008, Air France and KLM since Mar 1st 2009 and American Airlines since Jul 1st 2009. Varig allows accrual since the beginning of the Smiles Program.
      
      b) For redemption: Gol since Nov 15th 2008, Air France and KLM since Aug 18th 2009 and American Airlines since November 11th 2009. Varig allows accrual since the beginning of the Smiles Program.
      
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - Can I earn Miles on all of them regardless of my card’s category?

    • Yes. All you have to do is fly with one of them.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - Can I redeem tickets on all of them regardless of my card’s category?

    • Yes. Your registration just needs to be updated and you must have enough mileage balance in your Smiles account. click here and renew your registration now.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - Which channel can I use to issue a ticket from a partner Airlines?

    • Only the Smiles Customer Service Center is prepared to issue these tickets. Issuance of such tickets through the website is not yet possible.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 7 - Can I change or cancel issuance of a partner airline?

    • Yes, but only the Smiles Customer Service Center will be able to assist you.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Program’s Non Air Partners

  • 1 - Who are the program’s partners?

    • They are credit card companies, restaurants, hotels, car rental companies and many other commercial establishments which allow for mileage accrual on the Program when purchasing products or services offered by such establishments. Click Here and see who they are.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - How can I earn miles from these partners?

    • a) Credit Card companies: Every time you transfer points from your credit card relationship program to your Smiles account.
      
      b) Commercial establishments: Every time you purchase a product or service from these establishments and present your Smiles Card.
      
      
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - How can I redeem miles from these partners?

    • Mileage redemption from these partners is not permitted. Currently, the only way to redeem miles is to issue an award ticket.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Mile Transfers

  • 1 - Can I transfer miles from my Smiles account to another member’s account?

    • No. The program does not allow mileage transfers between members’ accounts.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Can I transfer miles from one mileage program to another?

    • No. Miles earned through the Smiles Program have to be redeemed for award issuance on the Smiles Program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - Can I transfer my credit card points to the program?

    • Yes. This is one way to accrue miles on the program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - Is there a minimum number of points to be transferred from my credit card to my Smiles account?

    • These rules depend on the issuing banks for each card. Call your bank’s Service Center to learn more.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - Does the program allow mileage transfers in case of death?

    • In the event of death, the Smiles account will be terminated and miles will be canceled.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - I have miles from points on my credit card. Can I request that these points be reinstated to the card’s issuer?

    • No. After credit card points have been converted into credits on your Smiles account, they will be available for issuing Smiles awards, according to the regulation .
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Mileage Validity

  • 1 - Do miles expire?

    • Yes. As of January 1st 2006, miles are valid for three full years as from the month when miles were earned. Miles always expire during the month that you joined the program.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Is it possible to renew the validity of miles that are about to expire?

    • According to the Regulation , miles cannot be renewed.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - Are the miles accrued with Varig still valid?

    • Mileage validity is not linked to Gol’s acquisition of the program. As of January 1st 2006, miles are valid for three full years as from the month when miles were earned. Miles always expire during the month that you joined the program.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Category Upgrade and Downgrade

  • 1 - How can I upgrade?

    • In order to move up to higher card category, you need to realize a certain number of flights or accrue a certain amount of effectively flown miles with Gol and Varig in the last 12 consecutive months (except for current month). Miles earned through bonuses, promotions, product and/or service purchases from partner airlines and non air partners are not valid for card category upgrade. Card category upgrades are granted weekly.
      
      a) Blue to Silver Category: When accruing 20 thousand effectively flown miles or 25 routes during 12 consecutive months (except for current month), members receives a Silver Smiles Card.
      
      b) Silver to Gold Category: When accruing 50 thousand effectively flown miles or 60 routes during 12 consecutive months (except for current month), members receives a Gold Smiles Card.
      
      c) Gold to Diamond Category: When accruing 100 thousand effectively flown miles or 100 routes during 12 consecutive months (except for current month), members receives a Diamond Smiles Card.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Can I go from the Blue to the Gold category?

    • No, you must go through all the categories. Whenever you reach an immediately higher card category, your mileage accrual count starts over.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - How long do I have to wait to have an upgrade?

    • Category Upgrades are granted weekly and are linked to the number of routes flown or to the accrual of a certain number of effectively flown miles with Gol and Varig during 12 consecutive months (except for current month).
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - Will I be informed if I receive a category upgrade?

    • Yes. You will receive your new card via the email address you have registered on the Smiles program. If you have not renewed your registration, you will not have access to this information via email. You will have to access the ‘My Smiles’ area on the website’s home page , type in your Smiles Number and password on the virtual keyboard. You may renew your registration now, even if you don’t remember your Smiles Number and password by clicking here .
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - When am I subject to a category downgrade?

    • If you do not earn the necessary number of miles from flights on Gol or Varig or do not fly the necessary number of routes to remain in the current category during the calendar year prior to your card’s expiry date, you will receive a downgrade during the following month of March.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 6 - Will I be informed if I receive a category downgrade?

    • Yes. You will receive your new card via the email address you have registered on the Smiles program. If you have not renewed your registration, you will not have access to this information via email. You will have to access the ‘My Smiles’ area on the website’s home page , type in your Smiles Number and password on the virtual keyboard. You may renew your registration now, even if you don’t remember your Smiles Number and password by clicking here .
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Smiles Vip Lounge

  • 1 - What is the Smiles Vip Lounge?

    • They are rooms that were created with state-of-the-art technology and modern and relaxing atmospheres for Gold and Diamond members, regardless of the class of service flown at the time.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 2 - Where are these lounges located?

    • The program currently offers five VIP Lounges in Brazil: Domestic (Curitiba, Guarulhos and Porto Alegre) and International (Galeão and Guarulhos), in addition to four lounges operated by third parties outside of Brazil.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 3 - When can I use the Smiles Vip Lounge?

    • Every time you fly with Gol or Varig, provided that you present your Gold or Diamond card at Lounge entrance.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 4 - Can I bring company?

    • Yes. You may have one person as company.
      
      
      Has the answer provided cleared your doubts?  YES  NO

  • 5 - Is the use of the Smiles Vip lounge restricted to any card category?

    • Yes. Only Gold and Diamond members may use it.
      
      
      Has the answer provided cleared your doubts?  YES  NO
  
  

• Smiles Regulation

  • 1 - Where can I view it?

    • Click here and access our regulation.
      
      
      Has the answer provided cleared your doubts?  YES  NO