FAQ - Exchanges

What are the rules for exchanges and rescheduling?

AT THE AGENCY:

The exchange can be performed at any agency up to 3 hours before the departure time, and you can change the origin, destination, seat, date, and name of the ticket holder. A change of ticket holder can only be done in the presence of the holder or through the presentation of their original identity document or a certified copy. Any fare difference must be paid for the exchange, if applicable.

ON THE WEBSITE:

If the ticket was purchased through the official website gontijo.com.br, you can make changes to the origin, destination, and travel date via the same website up to 3 hours before the departure time, and any fare difference must be paid if applicable.

Ticket Rescheduling

For a reschedule, the ticket is personal and non-transferable, according to ANTT Resolution 5.652 of January 17, 2018.

At physical agencies, the ticket can be rescheduled by changing the travel date, seat, and time while keeping the same origin, destination, and ticket holder. A 20% rescheduling fee and any fare difference must be paid, if applicable.

For Intermunicipal routes in Minas Gerais, please note that according to the Supreme Federal Court decision – ADI No. 4.289, if the customer does not take the trip, the ticket is not valid for any other transaction. However, as an exception, we offer customers the option to reschedule with a 20% penalty fee and any fare difference if applicable.

What is the validity of the travel ticket?

According to Article 7 of Resolution 4.282/14, travel tickets are valid for a maximum of one year from the date of their first issuance, regardless of whether they have a set date and time.