Go Airlines (India) Pvt Ltd. (the "Company" or " GoAir")

The carriage of a Customer and Baggage on any flights of the Company is subject to these GoAir Regulations relating to the conditions of non-International carriage of Customers and Baggage framed pursuant to The Carriage by Air Act, 1972 and the Notification regarding application to carriage which is non-international.

The carriage is subject to regulations relating to the conditions of Non-International Carriage (Customer and Baggage) framed in accordance with The Carriage by Air Act 1972 and Notification regarding application of the Carriage which is non-International. The liability of the Company for damage sustained in the event of the death or wounding of a customer or any other bodily injury suffered by a Customer or by his Baggage during the course of carriage by air will be governed by the provisions of sections 4, 5, 6 and the rules contained in the Second Schedule of Carriage by Air Act 1972 with certain exceptions, adaptations, modifications and amendments as notified in the Govt. of India, Ministry of Civil Aviation notification and as amended from time to time.

The Company reserves the right to vary, amend or alter these GoAir Regulations at any time without prior notice or liability. Customers are solely responsible for regularly reviewing these GoAir Regulations and Customers agree and acknowledge that by making reservation of GoAir tickets online or through call center or through travel agent, subsequent to any such variation, amendment or alteration shall constitute the acceptance of by the Customer of such variation, amendment or alteration.

In the event of death of a customer, or any bodily injury or wound suffered by a customer which results in a permanent disablement incapacitating him from engaging in or being occupied with his usual duties or business occupation, the liability of the Company for each such customer shall be Rs. 5,00,000/- only if the customer is 12 years or more of age and Rs. 2,50,000/- if the customer is below 12 years of age on the date of the accident.

For the purpose of these GoAir Regulations, the following words shall have meanings ascribed to them as stated hereunder:
 
 "Baggage" means Customers' personal property accompanying the Customer on the trip. It consists of both Checked Baggage and Cabin Baggage.
 
 "Booking" also referred to as electronic ticket or e-ticket, means the details which the Company or the Company's authorised agent has entered into the reservation system relating to a journey.
 
 "Cabin Baggage" means any of the Customers' Baggage other than checked Baggage.
   
 "Checked Baggage" means that part of the Baggage which the Company has taken into it’s custody for carriage in the hold of the aircraft and for which the Company has issued a valid baggage check.

"Customer" means any person, other than members of the Company's crew, with a Booking who is to be carried or who is carried on the aircraft.
 
 "Fare" means the price any person with a Booking pays the Company for a seat on a flight between one point of origin and one point of destination.
 
 Bookings at the GoAirport Ticket Counter will close 1 hour prior to the scheduled time of departure of the flight. All other booking channels will close bookings 2 hours prior to the scheduled departure.

GoAir is committed to offering our customers a consistent, quality-assured and time-efficient product. GoAir aims to provide everyday Go low fares and convenient point-to-point flights across the country. GoAir's primary objective is to make travel affordable for the common man.

For any queries/issues regarding travel insurance please contact Tata AIG General Insurance Company Limited at # 1800119966 or email at customersupport@tata-aig.com. Go air assumes no responsibility for insurance related matters.

For any queries/issues regarding Hotel bookings please contact Make my Trip at # 1800118747 or email at hotelservice@makemytrip.com. Go air assumes no responsibility matters relating to Hotel bookings.

For any queries/issues regarding the snacks/drinks purchased on board please email Café Coffee Day at onboard@cafecoffeeday.com.  Go air assumes no responsibility on matters relating to it.

Reservation, Booking & Payment Process
GoAir uses an internet based system for its flight reservation and inventory hosting. Customers can access GoAir's website at www.goair.in for making reservations, rebooking and checking flight schedules of GoAir. Customers can log on to GoAir's website, check for flight availability and applicable fares, select the flight and fares, agree to the airline terms and conditions, fill in the requisite customer details, complete the payment process and generate the itinerary/e-ticket once the travel confirmation is completed.

Customers can make their payment through their credit cards or through ICICI, SBI, AXIS and HDFC debit cards provided the cards are enabled for online transactions.

 Customers can make reservations through our retail distribution network spread across select cities in India. Retail agents may charge a service fee (as set out below) for their services.

Customers can make reservations at our Call Centre and make payment through credit cards or through ICICI, SBI, AXIS and HDFC debit cards provided the cards are enabled for online transactions

Customers can make reservations at Airport Counters, in the cities where GoAir operates, by paying through cash or  credit cards or through debit cards as stated above

Customers should ensure that their residence, business and/ or mobile phone numbers are reflected in the booking records. This will help GoAir contact you in the event of any change in schedule or delay of flights. Tickets of GoAir are issued only on a confirmed basis and are valid for the date and flight for which they are issued. GoAir does not permit any open dated bookings.

Fares
GoAir prices its fares on a one-way basis using a dynamic pricing and inventory allocation structure. While fares and schedules are subject to change without notice, generally the earlier a Customer makes a booking, the lower the Customer is likely to pay. GoAir quotes fares in Indian Rupees (Rs).

Please note that our fares are provided for end to end travel as reflected in the PNR and no passenger is authorized to deplane at the stopover point. In the event of such an act (knowingly or unknowingly) when noted, the passenger is liable for disciplinary action. In case of exigency requiring termination of journey midway, a passenger would need to obtain permission from the Airport Manager and would need to sign an Indemnity letter, further these details would be then submitted to the CISF. The passenger would also be required to pay the difference in fare; if the fare for the stopover point is higher at that time. In case the fare till the stop over point is lower than total fare paid, then the Airline is not liable to refund the difference. Further as per security regulations the passenger would be allowed to exit the airport premise only after the stated aircraft reaches its final destination.

GoAir fares do not include applicable government taxes, such as the Passenger Service Fee (PSF) and  other applicable surcharges. The applicable taxes and surcharges are added to the basic fare and shown on the customer booking.

Travel agent may charge a service fee, as shown above, for making a GoAir booking. This service fee is not shown as a part of the GoAir fare on the booking details.

GoAir offers adult fares. Infants up to the age of 24 months will be charged Rs. 525/- plus applicable PSF on economy class tickets, provided they don't occupy a seat.

Any fares with less than standard surcharges are promotional fares. Promotional fares are non cancelable.

Additional airport fee (UDF) of Rs 200 is applicable for flight departure from Delhi for departures starting 1st March 2009.and the same is applicable for bookings with effect from 19th Feb 2009. Similarly Additional airport fee (UDF) of Rs. 100 is applicable for flight departure from Mumbai for departures starting from 1st April, 2009 and the same is applicable for bookings with effect from 9th March, 2009 and UDF of Rs. 260/- is applicable for flight departure from Bengalooru for bookings starting 26th May 2009 for travel dated 1st July.

Taxes and Fees include applicable Passenger Service Fee, Service Tax and Fuel Surcharge. Passenger handling fee & additional Airport Development Fee is also applicable on select airports. All fares are subject to change until purchased.

Credit Card Fraud Prevention
To avoid being a victim of credit card frauds, GoAir advises you to always keep the following in mind:

• If you have booked tickets with your credit card, bring along a photocopy (both front & back) of your credit card while traveling
• If the booking has been made on someone else’s card, carry an authorization letter from the person as well as a photocopy of that card
• While submitting the photocopy, make sure you strike off the CVV number on it (On the reverse of the card, in italics at the end of the signature panel)

Changes / Cancellations / Re-Booking
Fares and schedules are subject to change without notice due to regulatory approval or any other reason.
 
 Changes  to Passenger name are not permitted.
 
 Subject to availability and payment of all applicable amounts, changes can be made to your Booking as follows.
 
 Changes / Re-booking / Cancellations to the origin and/or destination of travel or to date or time can be made to your booking if you notify us at least 2 hours prior to the scheduled departure time by visiting either of our website, our Airport ticketing counter or in remote cases by calling GoAir Customer Call Centre.

The onus for canceling the PNR within the stipulated time rests with the passengers and if necessary should be done by visiting our Airport ticketing counter.

Changes to the reservation will result in the above fee plus any difference in fare, taxes and surcharges, if any between the original fare paid and the fare payable for the revised booking. If the new fare is lower than the originally booked fare – the difference in the original booking amount and the new amount (including rebooking fee) will be retained in a credit shell for a period of 12 months where the passenger may use it as payment towards future travel. This fee is subject to change without notice.

Incase of cancellation the balance of the original booking amount will be retained in a credit shell for a period of 12 months where the passenger may use it as payment towards future travel. Incase of non-utilization during the validity period, the credit note amount is liable for forfeiture. Cancellations to bookings less than 2 hours prior to the scheduled departure time will be treated as no show passengers.

In case of cancellation of a booking, made by a Go channel partner, refund has to be collected from that respective Go Channel.

No refunds will be given once reservations are confirmed and booked on GoAir flights.

Customers should note that certain fares are offered subject to certain conditions, which may limit, restrict or exclude the right of the Customer to change or cancel Bookings. Any fares with less than standard surcharges are promotional fares. Promotional fares are non cancelable.

Flight Cancellation / Re-scheduling
In case of circumstances beyond GoAir's control (including, without limitation, meteorological conditions, mechanical failures, acts of nature, force majeure, strikes, riots, civil commotions, embargoes, wars, hostilities, disturbances, government regulations, orders, demands or requirements, shortage of labour, fuel or facilities, or labour difficulties of GoAir or others all actual, threatened or reported), GoAir may without notice cancel or re-schedule a flight.

GoAir will endeavour to operate the flights as per schedule, however GoAir reserves its right to cancel, reschedule or delay the commencement or continuance of any flight or alter the stopping place or deviate from the route of the journey without thereby incurring any liability in terms of compensation, damages or loss whether direct, indirect, consequential or special or otherwise in any manner whatsoever. In case of any such cancellation or rescheduling of any flight due to any reason, GoAir does not provide any accommodation or compensation to the affected passengers. GoAir assumes no responsibility or liability for delay in carriage of baggage by air.

If due to such circumstances GoAir cancels, delays flight beyond 3 hours or prepones such flight by more than 30 minutes is, unable to provide previously confirmed space, or fails to stop at the Customer destination point, GoAir shall either:

• Carry the Customer on the next scheduled service of GoAir on the same sector on which space is available, without an extra charge
• Make a full refund for the booking, as by the Customer (in the form in which they were received) and shall be under no further liability to the Customer

In the event where the refund is due, Go Air will refund the payments made by credit card- through credit card refund within 15 days, while for payments made by other methods, the refund shall be granted by Demand Draft/ cheque payable at Par within 15 days

In case of cancellation or re-scheduling of any flight due to any reasons whatsoever, the airline shall not provide the affected passengers with accommodation nor shall provide the affected passengers with any alternate mode of transportation or compensate the passengers for such alternate mode of transport; and the arrangements of transport via surface/ road shall only be arranged by the Airline as a facility, upon the request of the passengers and/or at the discretion of the Airline and in such cases where the alternate transport is arranged by the Airline then and in that event, it shall be solely on account of, on behalf of and at the costs of the passengers with above conditions and the Airline shall not be held responsible or liable in any way whatsoever.

Further, in the event the airline is unable to reach passengers on the numbers provided, then an email will be sent on the email address given and the passenger should exercise their options within 24 hours of email being sent, failing which the passenger shall be deemed to have accepted and the airline will conclude – as under

• that the revised timing in case of rescheduled flight is accepted by the passenger and shall entertain further changes only as per standard policy
• that for cancelled flight, the passenger does not find it suitable to travel on another scheduled flight of GoAir on same day/ another day, subject to availability, and will thus cancel the PNR and process full refund to the mode of payment

For Customers who book their flights well in advance of the scheduled departure date it is necessary that you re-confirm the departure time of your flight between 72 and 24 hours before the scheduled departure time, by visiting our website at www.goair.in or calling our Call Centre at the contact numbers 1800-222-111 and 09223-222-111.

Forms Of Payment

GoAir accepts MasterCard and Visa at its Call centre, Internet site. Cash, Credit card & select Debit cards are accepted at our booking outlets. GoAir does not accept personal cheques.

Check-in Procedures
Printed travel itineraries will be checked at the time of entering the terminal building. Check-in baggage would be screened through an X-ray machine before check-in which will be closed 30 minutes prior to departure of flight. Random physical checks are also carried out for checked baggage in addition to X-ray screening.

Photo-ID Requirement
All Customers must present valid identification at check-in. The valid photo identification documents allowed are:
 
 Valid Passport / Driving License / Election Voter Card / PAN Card / Photo Identity cards issued by Govt, Public and reputed Private sector organizations / Photo Credit Card
 
 In case the Customers do not posses any of the above documents, they should carry a relevant attested document that contains a recent photograph of the traveling Customers.

Check-In:
GoAir offers its customers assigned seating at the airport check-in counters.
 
 All Passengers must carry and present on demand valid photo identification document at the entrance of the airport terminal and check-in counter. Passengers are notified that all timings indicated are as per local time at the airport.

Check-In Reporting Time:
Passengers to report at least 60 minutes prior to scheduled departure time. (90 minutes in case of Srinagar and Jammu airports and 120 minutes in case of Bagdogra airport due to extra time required for security procedures). Passengers are requested to keep their personal id handy for checking. Itinerary printouts with the name of the Customer will be checked at the time of entering the terminal. Customers who do not have the same are requested to collect the printouts from the GoAir Airport Ticketing office. This can be done on production of the PNR number.
 GoAir Passenger check-in starts 2 hours prior to the scheduled departure time of the flight. (180 minutes incase of Srinagar & Jammu airports)

Check-In Closure:
Check-in counter closes strictly 40 minutes prior to the scheduled departure time. Passengers must report sufficiently in advance to avoid missing the flight and inconvenience further. We are committed to making you reach your destination in time, and expect you to value your time and the time of your co-passengers. We, therefore request you to check-in at the right time. Please note that you will need to cater for: Landing up at the wrong terminal (please check details of terminal from GoAir website or from our call center) Traffic jams other disruption that may take you longer to reach our counters. The airline reserves the right not to accept you if you do not present yourself at the counter 40 minutes before the scheduled departure time of the flight.

Boarding Gate Closure:
Boarding Gate closes 20 minutes prior to scheduled departure time. After checking-in and collecting your boarding pass, please ensure that you go through the security check and await the boarding call. The airline is not responsible for your not boarding the flight once the departure is announced - your checked-in luggage will be off-loaded and you will be treated as a "gate-no-show" with the gross fare being forfeited except  applicable passenger service fee (PSF)  which will be retained in a credit shell for a period of 12 months.                                                   

No Show Passengers
Bookings are non-refundable. Failure to show up for the flight at the check-in counter at least 40 minutes prior and at the boarding gate at least 20 minutes prior to scheduled departure of the flight will result in the passenger being declared as 'No Show' and the gross fare being forfeited except applicable passenger service fee (PSF) and service tax which will be retained in a credit shell for a period of 12 months.                                  

Bookings at the GoAirport Ticket Counter will close 1 hour prior to the scheduled time of departure of the flight. All other booking channels will close bookings 2 hours prior to the scheduled departure.

GoAir is a point-to-point airline and does not guarantee connection of flights at destinations. GoAir is not responsible for any losses and/or damages incurred by our customers while trying to connect to or from other flights.

Security Regulations
 
 Customers will be subjected to a security screening prior to boarding the aircraft. This is mandatory as per Indian Regulations.
 
 As per Government of India security regulations, Customers will be required to undergo personal frisking & their hand baggage x-rayed before entering the pre-boarding sterile area.
 
 Check-in baggage reconciliation is carried out through an internal matching system. Wherever it is not possible to have the baggage reconciliation, the physical identification of the check-in baggage by the Customers will be carried out. Unidentified baggage will not be loaded into the aircraft.
 
A secondary security check may also be carried out near the step ladder/boarding gate before embarkation as stipulated by BCAS.

Guest Services
 
 GoAir Customer Service staffs are available at airports to handle Guest queries and assist our Customers on matters related to their travel with GoAir.
 
 Customers may carry a maximum of one piece of cabin baggage, as defined by the Bureau of Civil Aviation Security (BCAS) guidelines, with an additional restriction of maximum weight of one piece of 10 kgs., not to exceed [55cm + 35cm + 25cm (Total 115 cm)
 
 Where a Customer wishes to carry an oversized item on board, which will fit safely in a seat, the customer may do so upon purchase of an additional seat on that flight, subject to availability and applicable fares, wherein the maximum weight of the blocked seat baggage shall not exceed 75kgs and the height of the article to be carried should not exceed the height of the headrest of the seat. We reserve the right to refuse the carrying of any large pieces which we feel may present a safety risk. A Customer without hand baggage cannot adjust this entitlement towards the Checked-in baggage.
 
GoAir allows its Customers to check-in up to 20 kgs. of luggage on GoSmart & GoFlexi bookings and 35kgs on GoBusiness (no infant allowance), checked baggage not to exceed 158 cm in overall dimensions (L+W+H). Please note that no hand baggage, other than laptop and digital camera; is permitted from Srinagar & Jammu Airports. GoAir allows a total of 30 kgs & 45 kgs on GoSmart/GoFlexi & GoBusiness respectively check-in baggage on all flights from these airports.

Checked Baggage in excess of 20 kgs for GoSmart & GoFlexi and 35 Kgs. for GoBusiness. is subject to a fee of Rs. 100/kg., to be paid at the airport check-in counter. GoAir will accept excess baggage if space permits. Passengers are not allowed to use the unused allowances of others.
 
 For health and safety reasons, GoAir will not accept any individual item exceeding 32 kilos.

 For oversized baggage, comprising but not restricted to sporting, musical equipment etc an additional charge of Rs. 1000/- per item per sector will be levied. GoAir reserves the right to refuse to carry any luggage that does not comply with its policies.

For Passengers travelling on an International flight:

All passengers travelling by a GoAir flight after having arrived from an international destination within 24 hours of the GoAir flight departure time or ticketed to board a flight to an international destination within 24 hours of arrival at the GoAir flight destination, would be entitled to carry checked in baggage upto 46 kgs on GoSmart, GoFlexi and GoBusiness subject to production, at the time of check in, of their international boarding pass for passengers just arrived in India , or air tickets for passengers departing from India, along with photo identification.
 
  GoAir  will make the best endeavour to make sure that your baggage reaches the destination safely, however it   assumes no responsibility or  liability for damage or wear and tear to luggage (including without limitation, scratches, torn zippers, straps, wheels, handles, scuffs, dents, soiling, breaking , leaking or manufacturing defects), or for unsuitably packed, perishable, damaged or fragile items within the baggage, or for water damage to non-waterproof baggage.
 
 It is necessary that all medication, valuables and precious items (cameras, jewellery, money, electronics, etc.) and items which are perishable should be carried in the Customer's Cabin Baggage and not the Checked Baggage. The Company shall not accept any responsibility for these items. In case, the passenger decides to carry any valuables in their checked-in baggage against the above advice; they will do this at their own risk and shall not hold GoAir responsible for any pilferage / damage / etc. to such valuables. They shall lay no claim against GoAir, its employees, agents, successors etc in this regard.

GoAir is not liable for any loss or damage occurred by delay in the carriage by air of Customers or baggage.
 
GoAir's liability for loss of baggage is limited to Rs 200/- per kg up to a maximum of Rs 4000/- which ever is lower. GoAir assumes no liability for fragile or perishable articles.
 
 Hand baggage is accepted in the cabin subject to availability of space in the overhead bin. Restricted stowage space is also under the front seat. In the event of no space being available in the aircraft to stow hand baggage in the overhead bins or under the front seat, it will be necessary to remove and load the same in the baggage hold as per Government Safety Regulations.

In addition to the normal cabin baggage allowance, the following items are permissible free of charge:

• A ladies purse/hand bag
• An overcoat wrap or blanket
• An umbrella or a walking stick
• A reasonable amount of reading material
• A small camera or binoculars
• Infant's food for customers traveling with Infant on lap
• A laptop computer

Unaccompanied Minors
 GoAir does not carry unaccompanied minors under the age of 5 years. Escort and/ or special facilities are not available. Children under the age of 5 must be accompanied on the same reservation by a passenger over the age of 18 years. GoAir will carry minors, aged 5-18, upon completion of a signed indemnity form at the point of check-in at each departure airport, by a parent or guardian of the minor. Passengers aged 5 - 18 years traveling unaccompanied must present the required valid photo ID prior to check-in. Parents or guardians must remain at the airport until the flight has departed.

Infants:
 For safety reasons, infants under 2 years, as on date of travel, cannot travel in their own seat and must be seated in an adult's lap.

• GoAir offers adult fares. Infant's up to the age of 24 months will be charged Rs. 525/- plus applicable PSF on economy class tickets, provided they don't occupy a seat.
• A maximum of 1 infant is allowed per adult. No baby/car seats or push chairs are allowed in the aircraft cabin.
• No extra seats may be booked for infants and infants do not qualify for a free baggage allowance.
• If the infant reaches the age of 2 years, prior to the return journey, they must pay the applicable fare, taxes, fees and charges for that part of the journey. Proof of age may be required so please have the infant's valid photo-ID available for inspection.