FAQ - Cancellations

How can I cancel a ticket purchased online?

The request for cancellation or refund must be made at least 3 hours before the boarding time and a 5% fee will be charged as a return penalty. After this period, the refund cannot be processed.

I have an account on the website

1st- Click on the "Login | Register" link, located in the top right corner of the Gontijo website.

Or, if you are using a phone, click on the menu button located in 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), use the same values you provided when registering. Then click on the "CONTINUE" button.

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

4th- A list with the purchases already made will be displayed. Click on the "VIEW DETAILS" button next to the purchase data you wish to cancel.

5th- The details of the chosen purchase will appear. Right 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 just check the ticket you wish to return, and click confirm return.

I do not have an account on the website

1st- Click on the "Login | Register" link, located in the top right corner of the Gontijo website.

Or, if you are using a phone, click on the menu button located in 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), use the same email you provided at the time of purchase. The order number is printed on your voucher. Then click on the "CONTINUE" button.

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

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

Payment by credit card

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

Payment by bank slip or Pix

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

The message "Attention, Do you really want to cancel this purchase?" will be displayed on the screen. Click "YES".

An email confirming the cancellation will be sent and the refund of the canceled ticket will be processed as a bank deposit within 30 days, according to Law 11.975 of July 7, 2009.

What are the Cancellation/Refund rules?

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

Interstate and intermunicipal lines in Ceará, with a 5% penalty on the ticket value, in accordance with Resolution No. 4,282 of the ANTT dated February 17, 2014.

Intermunicipal lines in Bahia, with a 20% penalty on the ticket value, in accordance with Resolution No. 36 dated December 20, 2019.

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

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

Tickets purchased through partner sales portals must be refunded through the partner's website or at our physical agencies, with the refund responsibility resting with the purchasing portal.

If you purchased your ticket online, you have up to 7 days after 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 will not be possible to obtain a full refund of the paid amount, regardless of the time remaining before the trip. In this case, the refund will follow the current legislation regulations, which may involve withholding amounts.

Which Documents are Valid for Boarding?

For Brazilian adults and teenagers over the age of 12.

Photo ID / Driver's License / Work ID with photo (Digital work ID is not valid) / Passport with photo / 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 a certified copy.

Police Report – Police authority incident report dated within 30 (thirty) days of issuance in case of document loss, as per ANTT Resolution No. 4,308, Article 9, dated April 10, 2014.

According to Law 13,812 of March 16, 2019 Article 83, it stipulates that, for interstate travel of teenagers up to 15 years, 11 months, and 29 days, they may only travel when accompanied by parents or siblings over 18 years old, presenting the original identity card or certified copy, which is sufficient to prove kinship. To travel with grandparents or uncles over 18, in addition to the identity card, it is also necessary to present the original or certified copy of the birth certificate.

If they are accompanied by unrelated adults (form template1), or traveling unaccompanied (form template2), in addition to one of the above documents, boarding will only be allowed upon presentation of the duly completed form with notarized signature as per CNJ Resolution No. 295 of September 13, 2019, or judicial authorization in original form or certified copy.

Teenagers aged 12 years or more must present official photo ID for interstate travel, as established by Resolution No. 4,308/2014.

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

Birth Certificate / Judicial Authorization / Completed form with parental or guardian authorization with notarized signature / Identity Card, when accompanied by parents or siblings. If the child presents an identity card to travel with grandparents or uncles over 18, it is also necessary to present the original or certified copy of the birth certificate to prove kinship.

All documents must be in original form or a certified copy.

Electronic Documents

Documents currently available electronically, with public faith, may be presented at the time of boarding:

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

What is the validity period of the ticket?

According to Article 7 of Resolution No. 4282/14, the Travel Tickets will be valid for a maximum of one year from the date of their first issuance, regardless of whether they have scheduled date and time.