FAQ - Cancellations

How do I cancel a ticket purchased online?

The request for cancellation or refund must be made at least 3 hours before the departure time and a 5% cancellation fee will apply. After this period, refunds cannot be processed.

I have an account on the site

1st- Click on the "Login | Register" link located at the top right corner of the Gontijo site.

Or, if you are using a phone, click on the menu button located at the top left corner of the Gontijo page, then click on the "Access your account" link.

2nd- In the form presented, enter your email (in the "Enter your email" field) and password (in the "Order number or password" field), using the same values provided during registration. Then click the "CONTINUE" button.

3rd- A list of available options will be displayed. Click on the "Purchase history" option.

4th- A list of past purchases will be shown. Click the "VIEW DETAILS" button next to the details of the purchase you want to cancel.

5th- The details of the chosen purchase will appear. Below the order number and reminder notice, the link "Click here to cancel your purchase" will be displayed. Click this link.

6th- Select the entire order or only check the ticket you want to return, click confirm return.

I don't have an account on the site

1st- Click on the "Login | Register" link located at the top right corner of the Gontijo site.

Or, if you are using a phone, click on the menu button located at the top left corner of the Gontijo page, then click on the "Access your account" link.

2nd- In the form presented, enter your email (in the "Enter your email" field) and order number (in the "Order number or password" field), using the same email provided at the time of purchase. The order number is printed on your voucher. Then click the "CONTINUE" button.

3rd- The details of your purchase will appear. Below the order number and reminder notice, the link "Click here to cancel your ticket" will be displayed. Click this link.

4th- Select the entire order or only check the ticket you want to return, click confirm return.

Credit card payment

An email confirming the cancellation will be sent and the refund of the canceled ticket will be processed as a credit reversal on the credit card, within 30 days, depending on the issuing bank.

Payment by boleto or Pix

Enter the details for the refund. (Bank, account type, agency, account number, beneficiary's name, beneficiary's CPF, and contact phone number). Click on finish.

A message will appear on the screen: “Attention, do you really want to cancel this purchase?”. Click "YES".

An email confirming the cancellation will be sent and the refund of the canceled ticket will be processed through a bank deposit, within 30 days, in accordance with Law 11,975 of July 7, 2009.

What are the rules for Cancellation/Refund?

Refunds will only be processed up to 3 hours before the departure time.

For Intercity and Interstate routes in Ceará, a 5% penalty is charged on the ticket value, according to ANTT Resolution No. 4,282 of February 17, 2014.

For Intercity routes in Bahia, a 20% penalty is charged on the ticket value, according to Resolution No. 36 of December 20, 2019.

Tickets purchased at agencies can be canceled at any agency, respecting the operating hours.

Tickets purchased through the official SITE gontijo.com.br can be refunded through the same SITE, with or without a penalty, depending on the characteristics of the routes in each state.

Tickets purchased through partner sales portals must be refunded on the partner's site or in our physical agencies, and the portal will be responsible for the refund process.

If you purchased a ticket online, you have up to 7 days after the purchase to request a cancellation with a full refund, provided the request is made more than 3 hours before the trip. After the 7-day period, it is not possible to obtain a full refund, regardless of the time remaining before the trip. In this case, the refund will follow current legislation, which may involve withholding amounts.

Which Documents Are Valid for Boarding?

For Brazilian adults and teenagers over 12 years old.

Photo ID / National Driver’s License / Work Card with photo (Digital Work Card is not valid) / Photo Passport / Professional Identity Card examples: CRM Card (Doctor) – OAB (Lawyer) – CREA (Engineer) Police Officer – Judge – Prosecutor – Clerk, and others.

All documents must be in original form or an authenticated copy.

BO – Police Report issued within 30 (thirty) days, in case of lost documents, according to ANTT Resolution No. 4.308, art. 9, of April 10, 2014.

According to Law 13.812 of March 16, 2019, Article 83, for inter-state travel of teenagers up to 15 years, 11 months, and 29 days, they may only travel accompanied by parents and siblings over 18 years old, presenting the original or authenticated ID, which is sufficient to prove kinship. To travel with grandparents and uncles/aunts over 18 years old, in addition to the ID, the original or authenticated birth certificate must also be presented.

If accompanied by unrelated adults (form model1), or traveling alone (form model2), in addition to one of the above documents, boarding will only be permitted upon presentation of the duly completed form with notary recognition, according to CNJ Resolution No. 295 of September 13, 2019, or judicial authorization in original or authenticated copy.

Teenagers aged 12 and above must present an official photo ID to board inter-state trips, as established in Resolution No. 4.308/2014.

Traveling with children up to 11 years, 11 months, and 29 days

Birth Certificate / Judicial Authorization / Completed form with parental or guardian authorization with notary recognition / Identity Card, when accompanied by parents or siblings. If the child presents an identity card to travel with grandparents or uncles/aunts over 18 years old, the original or authenticated birth certificate must also be presented to prove kinship.

All documents must be in original form or an authenticated copy.

Electronic Documents

Documents currently available electronically, with public faith, can be presented at boarding:

• National Driver’s License
• National Identity Document
• Electronic Certificate

What is the validity of a travel ticket?

According to Article 7 of Resolution No. 4282/14, travel tickets will have a maximum validity of one year from the date of their first issuance, regardless of whether they have a specified date and time.