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 scheduled departure time, and a 5% penalty will be charged as a return fee. After this period, a refund cannot be processed.

I have an account on the site

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

Or, if you are using a phone, click the menu button, located at the top left of the Gontijo page, then click 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 details provided at registration. Then click the "CONTINUE" button.

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

4th- A list of past purchases will appear. Click the "VIEW DETAILS" button next to the purchase you wish to cancel.

5th- The details of the selected purchase will be shown. A link "Click here to cancel your purchase" will be displayed below the order number and reminder notice. Click this link.

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

I don't have an account on the site

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

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

2nd- In the form presented, enter your email (in the "Enter your email" field) and the 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. A link "Click here to cancel your ticket" will be displayed below the order number and reminder notice. Click this link.

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

Credit card payment

An email will be sent confirming the cancellation and the refund for the cancelled 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 number, beneficiary's name, beneficiary's tax ID, and contact phone). Click complete.

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

An email will be sent confirming the cancellation, and the refund for the cancelled ticket will be processed as a bank deposit within 30 days, in accordance with Law 11.975 of 7 July 2009.

What are the rules for Cancellation/Refund?

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

For Intercity and Interstate lines in Ceará, a penalty charge of 5% of the ticket price applies, as per ANTT Resolution No. 4.282 of 17 February 2014.

For Intercity lines in Bahia, a penalty charge of 20% of the ticket price applies, according to Resolution No. 36 of 20 December 2019.

Tickets purchased at agencies can be cancelled at any agency, subject to their operating hours.

Tickets purchased through the official website gontijo.com.br can be refunded via the same website, with or without a penalty charge, depending on the specific regulations of each State.

Tickets purchased through partner sales portals must be refunded through the partner site or at our physical agencies, with the sales portal responsible for the refund.

If you purchased a ticket online, you have up to 7 days from the purchase date to request a full refund, provided the request is made more than 3 hours before departure. After a period of 7 days, a full refund is no longer possible, regardless of the time remaining before departure. In such cases, the refund will adhere to current legal regulations, and some amounts may be withheld.

Which Documents are Valid for Boarding?

For Brazilian adults and teenagers over 12 years old.

Identification document with photo / National Driver's Licence / Work ID with photo (Digital work IDs are not valid) / Passport with photo / Professional ID examples: CRM Card (Doctor) – OAB (Lawyer) – CREA (Engineer) Police Officer – Judge – Prosecutor – Clerk among others.

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

BO – Police Report from an official authority, dated within 30 days of issue, in case of document loss, as per ANTT Resolution no. 4.308 art. 9º, dated 10 April 2014.

According to Law 13.812 of 16 March 2019 Article 83, for inter-state travel, teenagers up to 15 years, 11 months, and 29 days can only travel if accompanied by parents and siblings over 18 years old, presenting the original identity card or a certified copy to prove the degree of kinship. To travel with grandparents and uncles over 18 years old, the birth certificate, original or certified copy, must also be presented alongside the identity card.

If accompanied by non-relatives legally of age (form model1), or travelling unaccompanied (form model2), besides one of the documents above, boarding will only be allowed on presentation of the duly completed form with notarised signature as per CNJ Resolution no. 295 of 13 December 2019 or by judicial authorisation in original or certified copy.

Teenagers 12 years or older must present an official document with photo for inter-state travel, as required by Resolution no. 4.308/2014.

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

Birth Certificate / Judicial authorisation / Form completed with parental or guardian authorisation with notarised signature / Identity Card, when accompanied by parents or siblings. If the child presents an identity card to travel with grandparents or uncles over 18 years old, the original or certified copy of the birth certificate is also required to prove kinship.

All documents must be in the original or a certified copy

Electronic Documents

Documents currently available electronically, with public credibility, can be presented at the moment of boarding:

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

What is the validity of a travel ticket?

According to Article 7 of Resolution No. 4282/14, travel tickets are valid for a maximum of one year from the date of their first issue, regardless of whether they have specific dates and times marked.