FAQ - Exchanges

What are the rules for exchanges and rebookings?

AT THE AGENCY:

The exchange can be made at any agency up to 3 hours before the departure time, and you can change the origin, destination, seat, date, and ticket holder's name. The change of holder can only be done in the presence of the holder or by presenting their original identity document or a certified copy. You must pay any fare difference if applicable for the exchange.

ON THE WEBSITE:

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

Ticket Rescheduling

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

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

For Intermunicipal lines in Minas Gerais, we inform you that according to the Supreme Federal Court decision – ADI nº4.289, if the customer does not take the trip, the ticket is not valid for any other transaction. However, we offer customers the option to reschedule with a 20% penalty fee and any fare difference if applicable, as a courtesy.

What is the validity of the ticket?

According to Article 7 of Resolution 4,282/14, tickets will be valid for a maximum of one year from the date of their initial issue, regardless of whether they have a specified date and time.