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May I bring my child's car seat on board?
Federal Aviation Administration (FAA) approved infant seats are accepted in the cabin when an additional seat is purchased for the infant.

Note: Bassinets, infant seats and strollers may be accepted as checked baggage at no extra charge. These items are not considered part of the customer's free baggage allowance.

Is a birth certificate required for age verification?
One child over 3 days and under 24 months of age not occupying a seat may be carried for free by a customer paying the applicable adult fare. A birth certificate is required to validate the age of all infants under 24 months. Infants 3 to 7 days old need a physician's note stating that they are healthy for air travel.

go! does not offer children's fares. Accompanied children ages 2 to 11 will be charged the applicable adult fare for the flight.

Do you charge a service fee for children flying alone?
Children at least 5 years of age but who have not reached their 13th birthday are accepted for unaccompanied travel provided that travel is not on flights connecting to another carrier, go! connecting flights or the last flight of the day.

Children less than 5 years of age are not accepted for unaccompanied travel.

All travel by unaccompanied children must be on flights on which the child holds a confirmed reservation. The unaccompanied child must be brought to the airport by the parent or other responsible adult and remain until 15 minutes after flight departure. go! must be provided the name and phone number of the parent or other responsible adult who will meet the child upon deplaning.

A one way service fee of $35 ($30 for tickets purchased on or prior to Oct. 31, 2013) will be charged for unaccompanied children. For passengers 13 and older, go! will offer the same service on an optional basis.

Can I book a reservation for my child who is traveling alone?
Please call the go! reservations center toll free at (888)-IFLYGO2 or (888) 435-9462.


Check-In

All Guests must check in at least 30 minutes prior to departure.

When can I check-in for my flight?
You may check-in online 24 hours prior to your departure time. Online check-in is not allowed within 60 minutes of departure time, and must be completed at the airport. If you are checking in at the airport, go! recommends you arrive 90 minutes prior to departure. For the first flight of the day, ticket counters will open 90 minutes prior to the first departure. Refer to Airport information for specific station information. Customers checking baggage are required to do so at least 30 minutes prior to departure.

Do I need to check-in at the airport if I checked in online?
If you printed your boarding pass online at www.iflygo.com and are not checking bags, you may go directly to the gate.

What if I have checked luggage and checked in online?
If you checked in online and need to check luggage, you may do so at the ticket counter. Bags must be checked no later than 30 minutes prior to departure.

What happens if I cannot make my flight?
If you cannot make your flight, please call the go! reservations center toll free at (888)-IFLYGO2 or (888) 435-9462 as soon as possible prior to your flight's scheduled departure time. By doing so, you avoid the risk of forfeiting the value of your reservation. Please refer to other sections of this document for answers to questions regarding changes, cancellations, and refunds.

Where can I find information on go!'s location at my departing airport?
Click here to go to Airport Information


Baggage

How many bags am I allowed to check?
For tickets purchased Oct. 31, 2013 and prior, each passenger is allowed to check one piece of luggage for $17, a second piece for $17, and a third piece for $25.

For tickets purchased after Oct. 31, 2013, each passenger is allowed to check one piece of luggage for $20, a second piece for $20, and a third piece for $25.

go! customers exempt from paying the checked-bag fees are:

  • go! Corporate members
  • Customers traveling on government fares
  • Customers flying on the same reservation as someone with exempt status (except for group bookings of 10 or more)
Customer checked-in items exempt from the bag fee are:
  • Child car seats, carriers and strollers
  • Wheelchairs, walkers and other personal assistive devices
Customers are able to pay the checked-bag fees at go! counters for go! (CRJ-200) passengers. Checking additional, oversized, or overweight luggage will require additional fees (see below)

How many bags am I allowed to carry-on?
Each ticketed customer is allowed (1) carry-on (no larger than 22" x 14" x 9" including handles and wheels) at no charge. In addition to carry-on luggage, a customer may carry a handbag, pocketbook, overcoat, wrap, umbrella, walking stick, camera, binoculars, reading material for the flight, or food for consumption. Items must under the seat in front of you or in the overhead bin. go! requires that name identification be on the outside of any bags or luggage. We recommend placing identification on the inside of your luggage as well. Name labels are available at any go! ticket counter. Please keep valuables, computers, medications, house keys, car keys and important papers in a carry-on on your person.

What are the weight and size restrictions for baggage?
go! (Jets) Passengers:
  • Maximum weight, without charge, for each piece of checked baggage is 50 lbs per bag.
  • Maximum size, without charge, for each piece of checked baggage must not exceed 62" in overall dimensions (L+W+H)
  • In no event will go! accept baggage that weighs more than 99 lbs and/or baggage that measure in single dimension more than 80" or combined dimension exceeding 115".

In some instances, arrangements may be made to ship such articles as cargo. Please inquire as additional charges may apply. Special items such as pets, bicycles, and other sporting equipment are subject to an extra charge.

For Mokulele Airlines operated flights:
For passengers traveling on Mokulele Airlines operated flights, please note that checked and carry-on bags are subject to different limitations.
  • Carry-on baggage must not exceed a maximum weight of 15 lbs. and 45 linear inches.
  • Checked baggage must not exceed the maximum weight of 70 lbs.
  • Standard dimensions for Checked baggage is 45 linear inches.
  • Surfboards, fishing poles, and other irregular shaped items longer than 6 feet will not accepted.
Baggage Fees 1st Bag 2nd Bag 3 or More
Checked Baggage $15 $17 $25
Overweight Baggage (51-70 lbs) $25 per bag

For other questions regarding Mokulele Airlines operated flights, please refer to their policies section at www.mokuleleairlines.com.
To contact Mokulele Airlines, you may call 866-260-7070 or email customercare@mokulelehawaii.com.

What are your fees for excess, oversized, and/or overweight luggage?
Excess/oversized/overweight luggage may be accommodated subject to space at the following charges per item:

Excess Weight Fees:
  • Up to 50 lbs. – No Charge
  • 51 to 70 lbs. – $25
  • 71 to 99 lbs. – $50
  • Excess Bag – $25
  • Bags weighing more than 99 lbs. (45kg) will not be accepted as checked baggage.
  • Surfboards – Due to cargo compartment size go! will accept surfboards and paddle boards with lengths 6 feet and less on a limited basis. Every effort will be made to accommodate these items. A fee of $35 ($30 for tickets purchased on or prior to Oct. 31, 2013) will be charged for transportation of these items.
  • Other – Certain sporting equipment may be restricted and may be assessed an additional charge. Please contact go! Reservations Center with inquiries.

What is go!'s liability when transporting baggage?
For the loss of, damage to, or delay in delivery of baggage, our liability is limited to a maximum of $3,300 per customer and is subject to proof of claim. go! is not responsible for certain items in checked or unchecked baggage including, but not limited to, money, jewelry, medication, keys, electronic, photographic equipment or similar valuables. go! does not assume liability for normal wear and tear.

How do I report a baggage claim?
Notice of missing, damaged, or pilfered checked baggage must be reported to a go! ticket counter agent within 4 hours of the arrival of your flight.


Bikes

Special items such as bicycles are not included in the customer's baggage allowance and are subject to an extra charge. The additional charge is $35 ($30 for tickets purchased on or prior to Oct. 31, 2013) one way to transport a bike as cargo. Bicycles must be disassembled and in a travel or hard-sided bicycle box. Bicycles are space available only.

Please see the baggage weight and size restrictions above for more information about how large and heavy the case can be.

Examples of a bike box or case:


Boarding Passes

How do I print my boarding pass(es) online?
You may print your boarding pass by checking in online at www.iflygo.com within 24 hours of each flight's scheduled departure and no later than 1 hour before each flight departs. You may print your boarding pass by following the steps below:

  1. Go to www.iflygo.com
  2. Click the "check in here" link half way down the left side of the homepage
  3. Follow instructions to complete your check-in
  4. Print your boarding pass

Check in at the go! ticket counter on the day of departure is required for passengers traveling as unaccompanied minors, passengers traveling with pets, group reservations, and reservations containing international destinations.

I followed the instructions in my confirmation e-mail. Why am I not seeing the Boarding Pass button?
You may check in to print your boarding pass beginning 24 hours before each flight's scheduled departure and no later than 1 hour before each flight departs. If you are within the 24 to 1 hour window before your flight departs, you will see the boarding pass button, provided boarding passes are available for your flight.

Can I print my boarding passes online for both segments of a round trip flight?
Yes, but both flights must be scheduled to depart within the 24 hour to 1 hour window. You must go through the online check-in process separately for each flight if both segments are not within this window.

I'm traveling with a pet. Why can't I print my boarding pass?
Customers traveling with pets are required to check-in at the go! ticket counters on the day of departure. go! charges a $35 fee ($30 for tickets purchased on or prior to Oct. 31, 2013) to transport your pet. During check-in you will receive your boarding pass and then you may proceed directly to the security checkpoint and through to your gate. Please refer to the Pets section of this document for additional information regarding transporting pets.

My child is traveling unaccompanied. Why can't I print his/her boarding pass online?
Unaccompanied minors must be checked in at the go! ticket counter at the originating airport by a parent or other responsible adult. During check-in go! will provide your child with his/her boarding pass.

Can I print my boarding pass more than one time?
Yes, you may print your boarding pass as many times as needed.

Why am I unable to print my boarding pass?
There are restrictions that may prevent you from obtaining your boarding pass. If this should occur, please check in for your flight at the airport on the day of departure.

I lost my boarding pass. What do I do?
If you are within the 24 to 1 hour window before your flight departs, you can go online and check in at www.iflygo.com and print your boarding pass again. Please refer to the FAQ above which explains how to print your boarding pass.

If your flight departs within 1 hour, you must check in at the airport in order to obtain a replacement boarding pass.


Careers at go!

How can I learn more about career opportunities at go!?
Please visit our Careers section for a listing of all open positions. Each posting contains a position overview and qualification requirements.

Can I submit my resume even if there are no open positions?
We only accept resumes for open positions listed in our Careers section. Please check back frequently for new openings.


Cash/Checks

Can I pay for my reservation with cash or check?
go! accepts cash at ticket counter locations. go! accepts Visa, MasterCard, American Express, Discover, Diner's Club, Eurocard, JCB, and Air Travel Cards for payment at all go! ticket counter locations, our website, and our reservations center. Please visit our Airport Info section and view location hours by clicking on the airport in your area.

go! does not accept personal or company checks.


Fares

What if my fare is no longer available?
Fares are only guaranteed once purchased. Many of our lowest fares sell quickly due to high customer interest. With certain discount fares, seating may be limited and certain restrictions may apply. All fares are subject to change without notice and until purchased.


Flight/Gate Information

All flight information is visually displayed for all customers. Ticket and gate agents provide verbal flight information including arrival announcements, boarding announcements, and any flight irregularity information. Passengers who require information be relayed via alternate means should self-identify upon check-in.


Medical Oxygen & Medical Portable Electronic Devices

Assist devices such as ventilators, respirators and portable oxygen concentrators may be used onboard the aircraft provided they are FAA approved. go! does not provide nor transport supplemental (medical)oxygen onboard.

If you require medical oxygen, you can travel with approved models or portable concentrators (POCs):

  • AirSep FreeStyle
  • AirSep LifeStyle
  • AirSep Focus
  • AirSep Freestyle 5
  • Delphi RS-00400 / Oxus RS-00400
  • DeVilbiss Healthcare iGo
  • Inogen One
  • Inogen One G2
  • lnogen One G3
  • lnova Labs LifeChoice Activox
  • International Biophysics LifeChoice / lnova Labs LifeChoice
  • Invacare XPO2
  • Invacare Solo 2
  • Oxylife Independence Oxygen Concentrator
  • Precision Medical EasyPulse
  • Respironics EverGo
  • Respironics SimplyGo
  • Sequal Eclipse
  • SeQual SAROS

POC rentals and service are available from Oxygen to go at 877-736-8691.

Physician's statement:
To use a POC in flight, you must show a physician's statement at the gate. The physician's statement must state:

  • That you are able to hear/see the alarms/indicators and take appropriate action when necessary.
  • Whether oxygen is necessary for all or a portion of the trip (constant or intermittent).
  • The maximum oxygen flow rate corresponding to the pressure in the cabin of the aircraft under normal operation conditions.

  • Before you travel
  • You must carry an adequate number of fully charged batteries onboard, based on the battery manufacturer's estimate of the hours of battery life while the device is in use and the information provided in the physician's statement, to power the device for not less than 150% of the expected maximum flight duration and usage.
  • go! recommends that passengers plan to bring 50% more batteries than recommended to ensure they have enough to last throughout the flight.
  • You must ensure that extra batteries carried on board to power the device are packaged and protected from short circuit and damage in accordance with SFAR 106, Section 3(b)(6).
  • You must notify go! (or the operating carrier on a code-share flight) 48 hours before scheduled departure to learn the expected maximum duration of your flight in order to determine the required number of batteries for your particular ventilators, respirators, continuous positive airway pressure machine, or POC.
  • All devices must be inspected prior to being accepted for transport to ensure they have met FAA approval. POCs acceptable for transport will have an FAA approval on the manufactures label. Please check with the manufacture to see if your device is FAA approved.

Please contact a go! Customer Care representative for more information.


go! Miles Frequent Flier Program

Where can I sign up or read the details about your go! Miles frequent flier program?
Please visit the go! Miles terms and conditions page


go!

Where do customers go to book Mokulele Airlines flights?
Customers can book Mokulele Airlines flights from the iflygo.com website To book these flights directly, you can visit www.mokuleleairlines.com.

How far is the Commuter Terminal from the Inter-Island Terminal?
The Honolulu Airport Commuter terminal is located next door to the Inter-Island Terminal, on the north (mauka) side. The Commuter Terminal is between the Inter-Island Terminal and Nimitz Highway, just across from the post office.

Does go! offer seat assignments?
No, go! does not offer seat assignments.

What if I have a connection to another airline?
Passengers with connections to other airlines must ensure they have adequate time between their inter-island and international or mainland connections. We recommend a minimum of 1.5 hours, but in some cases (connections in Honolulu, traveling with checked bags, etc.) we strongly recommend a connection of 2 or 3 hours.


Inflight Assist

Our flight attendants are qualified to ensure your in-flight safety and comfort. They can assist you in stowing and retrieving carry-on-items and opening packages. Flight attendants are not permitted to assist with feeding or personal hygiene and lavatory functions. Flight attendants cannot lift or carry any passengers, and they cannot provide medical services such as giving injections. If your medical conditions require others to provide this type of care, you should travel with a ticketed companion who can see to these needs during the flight.

For information on inflight assist on Mokulele Airlines please contact them directly by visiting www.mokuleleairlines.com


Online Check-In

What is Online Check-In?
Online check-in allows you to bypass the ticket counters at the airport by allowing you to print your boarding pass from your home or office by logging on to our website at www.iflygo.com.

If you checked in online, have your boarding pass, and are not checking baggage at the airport, you may proceed directly to the security checkpoint and through to your gate.

When can I check-in and when must I be checked in for my flight?
Check-in generally begins three (3) hours prior to departure at the go! ticket counters. Customers checking baggage are recommended to do so at least 90 minutes prior to departure. go! offers easy, online check-in for passengers up to 1 hour prior to departure. Boarding passes may be printed from your home computer after checking in online. All customers must be checked-in at least 30 minutes prior to scheduled departure and must be present at their designated gate at least 20 minutes prior to scheduled departure. Refer to Airport information for hours of operation.

Do I need to check-in at the airport if I checked in online?
If you printed your boarding pass online at www.iflygo.com and are not checking bags, you may go directly to the gate. Please ensure that you arrive at the gate at least 20 minutes prior to departure. If you did not print your boarding pass online and are not checking bags, please check in at the go! ticket counters or go! self service kiosk at least 60 minutes prior to departure. All passengers must be checked-in 30 minutes prior to scheduled departure. For those passengers checking bags please check in at the go! ticket counters at least 90 minutes prior to departure to ensure your luggage will travel on your scheduled flight.


Pack Your Stuff!

Each customer is permitted to carry up to one(1) item and one small personal item on board the aircraft. We recommend you include any medications or other essential items in your carry-on luggage.

Our airplanes do not have refrigerators onboard, so please plan accordingly.

If you use needles/syringes to inject medication, you must have appropriate medical documentation with you that verifies your medical condition and need for the medical procedure in case security officers at the airports have questions.


Personal Assist Devices

Customers may take wheelchairs, walkers, canes, crutches, or assist devices, in addition to one (1) carry-on item and one small personal item. Devices can be stowed in an overhead bin, underneath the seat or in the aft cargo bin. A device can be stowed if it meets the size and weight restrictions for approved storage space on the aircraft.

Please contact a go! Customer Care representative for more information.


Pets

What pets do you allow and do you charge a fee?
Your household pet, such as a dog or cat, may travel with you in the passenger cabin provided your pet is in a kennel small enough to fit under the seat. There is a $35 fee ($30 for tickets purchased on or prior to Oct. 31, 2013) each way for this service. Only one pet per passenger is allowed in the cabin. Pets cannot be transported in the baggage compartment. Service animals that assist customers with a disability are allowed in the passenger cabin at no extra charge.

Do I need to bring medical documentation for my pet?
Passengers traveling with an animal (dog/cat) must provide a health certificate from a veterinarian dated up to 10 days prior to the date of travel stating that the animal has had all the required shots and is fit to travel.

What size kennel do I need for my pet?
If your pet is traveling with you in the cabin, the dimensions of your pet's kennel must not exceed 15"W X 14"D X 10"H, and the kennel must fit under the seat. Soft-sided kennels are allowed in the cabin. Your pet must be free to stand in an upright position and move about the kennel. The kennel is subject to inspection and approval by go! Each passenger is responsible for assuring that the kennel meets all government requirements for safe and humane transport.

If I am traveling with a pet, can I book my reservation online?
No. If you are traveling with a pet, please call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462 to book your flight.


Pre-Boarding Assist

go! personnel are available to assist customers with disabilities in boarding, deplaning, and connecting with their flights. We will provide assistance in getting customers to and from gates. However, we are not equipped to provide full monitoring while waiting at the gate. Please let our agent know if you have a seating preference (bulkhead, aisle, etc). go! does not offer assigned seats, however customers needing assistance in boarding are invited to board first. We will provide transfer service on and off the aircraft using boarding or aisle chairs that are designed for aircraft aisles. If you are making a connection, we will provide assistance between flights using our wheelchair service. If requested, we will make available your own wheelchair from the aircraft cargo compartment for your use during your layover. However, please keep in mind that there is limited time between flights and when factoring any required assembly and disassembly, this option often becomes impractical.

For Pre-Boarding assist on Mokulele Airlines, please contact them directly by visiting www.mokuleleairlines.com.


Refunds

How do I obtain a refund?

To obtain a refund please contact go! Customer Care at (888)-IFLYGO2 or (888) 435-9462


Reservations

How many passengers can be booked on a reservation?
You may book up to six (6) passengers on a reservation.

If I want to book more than six passengers, what do I do?
Bookings for 7+ passengers can be done by emailing us at groups@iflygo.com or by calling our go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462.

Is there a charge for booking over the phone?
Yes, bookings made through our reservations call center are subject to a $25 booking fee.

How far in advance can I book a reservation online?
Our flight schedules are loaded 330 days in advance; therefore, you are able to book reservations online up to almost a year in advance.

Can I book a reservation online for same day travel?
You can book on our website www.iflygo.com up to three (3) hours before any flight's scheduled departure. You may also visit a go! airport ticket counter or call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462 up to two (2) hours before scheduled departure. Bookings made through our reservations call center are subject to a $25 booking fee.

How do I correct a misspelled name on my reservation?
Please call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462.

How do I change my reservation?
Please call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462.

Can I change the return segment of my itinerary if I have already flown the outbound segment?
Yes, please call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462.

How much does it cost to change my reservation?
Except for special fares referencing specific restrictions, changes may be made up to 24 hours prior to departure for $30 per customer plus any difference in airfare for the alternate requested dates or flights. For travel to the same destination, passengers may standby for any flight departing earlier on the same day as the original departure without a change fee, but will be responsible for paying a change fee and any fare differences due to traveling in a different class of service or on a flight later than their original scheduled departure.

One of the passengers on my reservation cannot travel with me. How can I remove a passenger from my reservation?
Please call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462.

What is your cancellation policy and how do I cancel my reservation?
Our cancellation policy, change fees, and penalties vary according to the type of ticket you purchased. Please refer to the applicable fare rules. Please note that failure to provide advance notice of cancellation will result in the forfeiture of your reservation and its value. To cancel your reservation, please call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462.

Can I cancel the return portion of my itinerary if I have already flown the outbound?
Yes, you will need to call the go! reservation center toll free at (888)-IFLYGO2 or (888) 435-9462.

What happens when I cancel a non-refundable reservation?
Unless otherwise stated in your ticket's fare rules, your ticket is only valid for 12 months from date of purchase. Keep your original ticket and confirmation number. Once you are ready to reuse it within 12 months of original purchase, we will exchange that unused ticket for a new booking. At that time we will also collect any additional airfare and fees that apply.

What happens if I do not cancel my reservation by calling the go! reservations center?
If a passenger doesn't cancel ahead of time, doesn't show up for a flight, or doesn't board the aircraft for any reason, his or her reservation will be automatically cancelled. Additionally, all remaining flights on that itinerary will also be cancelled and the passenger will forfeit the value of his or her reservation.


Safe & Secure

Airport security screening is required for all customers. A hand search can be performed for people with disabilities and private screenings are available upon request.


Seat Assignment

go!offers open seating on all flights, and does not operate with seat assignments. However we will always try to honor specific seating requests for customers with disabilities. Exit row seating is restricted in order to comply with FAA safety regulations.


Special Assistance

go! is happy to assist you in case you require special assistance. We want your flying experience to be safe, comfortable, and enjoyable. Let us know how we can better assist you. Although we do not require information concerning the extent of your disability, the more you can share with us about your travel needs the better we are able to assist.

If you encounter problems or difficulties when traveling with us, feel free to ask our go! customer service personnel for a Complaint Resolution Official (CRO). Our CRO's have been specially trained and are aware of applicable Federal Aviation Administration (FAA) and Department of Transportation (DOT) disability regulations. They will be glad to respond to your concerns. Our CROs are available at all airport locations.


Security

How can I tell whether my browser has adequate security for exchanging private information via the Web?
Your browser should support 128-bit encryption. For the two most common browsers, follow these instructions to find out if your browser has the correct level of encryption:

Internet Explorer: At the top of the browser window, select Help > About Internet Explorer. Check whether your browser supports 128-bit encryption.

Firefox: At the top of the browser window, select Help > About Firefox. Check whether your browser supports 128-bit encryption.

How can I obtain a browser with 128-bit encryption technology?
Contact the company that provides you with Internet access (e.g., your local Internet service provider, America Online, Microsoft) or visit the website of the company that makes your browser (e.g., Microsoft for the Internet Explorer browser, Mozilla for the Firefox browser, etc.). Upgrades are usually available for download, free of charge.

Is it safe for me to send my credit card and personal information over the Web?
go! takes every practical precaution to protect your confidential information. When you book your reservation on www.iflygo.com, we require you to use a web browser that has security technology, also known as encryption technology, to ensure that your credit card and personal information are safely transmitted via the Internet.

How can I tell if my connection to iflygo.com is secure?
You will see on certain pages a security icon or symbol (for example, a padlock) in the lower right-hand side of your screen. This symbol generally appears on pages from which we collect sensitive information. If the symbol is there, it means that data you submit on that page is encrypted. Encrypting data helps us to stop unauthorized third-parties from accessing your data while it is being sent to our system.


Safety Assistant

An safety assistant will be required for the following:

  • Any customer who, because of a mental disability, is unable to understand or respond appropriately to safety instructions from go! personnel.
  • Any customer with mobility impairment so severe the person would be unable to assist in his or her evacuation of the aircraft in the event of an emergency.
  • Any customer with both severe hearing and severe vision impairments that the customer would not be able to establish communication with go! personnel so a safety briefing can be given.
  • Customers who advise go! they fit into one of the above categories will be required to provide their own safety assistant. The assistant must pay the fare applicable at the time the reservation is made.


Safety Briefing Assist

Please let us know if you are deaf, hearing impaired, or have other special needs, so we can provide you with information or an individual safety briefing if you wish.


Service Animals

We welcome service animals trained to assist customers with mobility and visual and hearing disabilities in the aircraft cabin. A service animal cannot obstruct an aisle or areas that must remain clear in the case of an emergency evacuation.

go! has worked closely with the airports we serve to identify relief areas for passengers service animals. In some cases, the relief areas may be outside of the secured area; go! can not delay or hold aircraft while service animals are in the relief area. Please ask a go! customer service agent for more information.


Telecommunication Device for the Deaf (TDD)

TDDs are available at most airports and are appropriately marked. Our customer service agents will be happy to assist you in locating TDDs.

go! reservations and customer care may be reached via Dial 711 Telecommunications Relay Service. Information regarding Dial 711 may be found here.


Special Service Requests

How can I make a special services request?
The final itinerary review page on our website (just before you purchase a ticket) contains a drop down box of various special service requests. Please select the special service you need before you purchase your ticket. Alternatively, you may also call the go! reservations center toll free at (888)-IFLYGO2 or (888) 435-9462.


Ticket Counter/Gate Access

go! works closely with the airports we serve to ensure that all facilities are accessible to everyone. If facilities are not accessible please let us know.


Touchdown

At your destination airport, we can provide deplaning assistance and make available your personal wheelchair at the gate or at the baggage claim, whichever you prefer. If you choose to have your wheelchair delivered at baggage claim, we will provide wheelchair service to the claim area. To expedite the deplaning process, customers who request wheelchair service will be assisted off the aircraft after all other customers have deplaned.

For additional information, you may review the Department of Transportation regulations on Non Discrimination on the Basis of Disability in Air Travel (14 CFR part 382). The link to this site is http://airconsumer.ost.dot.gov/rules/rules.htm.

The Department of Transportation offers copies of this regulation in accessible formats. For further information please visit http://airconsumer.ost.dot.gov/index.htm.

Listed below is brief information on services that we provide. We hope the following information will be helpful as you plan your trip.

Please call go! reservations toll free at (888)-IFLYGO2 or (888) 435-9462 to request special assistance if there is a need that is not addressed by the options available online.


Travel Vouchers / Prize Letters

How do I redeem my travel voucher or refund voucher?
All travel vouchers must be redeemed by calling the go! reservations center toll free at (888)-IFLYGO2 or (888) 435-9462.

Please note that travel vouchers cannot be redeemed for cash and cannot be used to pay for service fees or fare differences.

When does my travel voucher expire?
If your travel voucher was created based on an existing reservation (a cancellation or a difference in airfare), travel must be booked and completed using that travel voucher within one (1) year from the booking date of the original reservation.

If your travel voucher was created as goodwill for future travel or was a promotional give away, travel must be booked and completed within one (1) year from the date the travel voucher was issued.

If you earned a go! Miles award, it will have an expiration date of one (1) year from date of issue. Please refer to the go! Miles terms and conditions for additional information.


TSA Policy on Liquids and Containers

Liquids, gels and/or aerosols are permitted through security checkpoints but must be declared to TSA. Items must fit in one clear, re-sealable quart or liter-sized plastic bag, in containers of 3.4oz/100mL or less. Only one bag is allowed per passenger.

Plastic bags must be completely sealed and will be x-rayed at the security checkpoint separately.

The following items are allowed, but must be presented to officials at security checkpoints if they are not contained in clear plastic bags or are of greater volume than 3.4oz/100mL:

  • Baby formula/milk, including breast milk, and baby food in containers if a baby or small child is traveling.
  • Medications (liquid, gel or aerosol).
  • Liquids, juices or gels for diabetic passengers who indicate a need for such items to address their medical condition. (A letter from your physician is not necessary).

Passengers are permitted to take liquids, gels, and/or aerosols purchased in the boarding area onboard the aircraft.

Learn more about TSA policies at http://www.tsa.gov/.


Wheelchair Batteries

If the wheelchair is electric, please identify the specific battery type so employees may establish correct federal "dangerous goods" handling procedures. Wet-cell batteries are considered spillable, so we need to make special preparations to transport them by air. We will have to disconnect the battery and protect the terminals against electrical shorting. We will have to remove the battery if we cannot fit your wheelchair equipment upright through the aircraft cargo compartment door. The battery will be shipped in go!'s battery box to meet all federal handling requirements. We cannot transport damaged or leaking batteries by air.

Dry cell and gel-cell batteries are considered non-spillable and fewer requirements are required for their safe handling. We can leave powered wheelchair batteries attached when the equipment fits upright through the aircraft cargo compartment door. go! personnel will disconnect the battery post connectors and wrap each post connector with tape to prevent electrical shorts during shipping.


Wheelchair Stowage

Bombardier CRJ200 aircraft is not equipped for onboard wheelchair stowage.

You can check your wheelchair at the ticket counter or the gate. We appreciate your checking powered equipment that may require disassembly at the ticket counter so we can arrange for proper handling. You may use go! wheelchair equipment after checking your personal wheelchair. Since you know your wheelchair best, please provide instructions on assembly and disassembly, if necessary, to properly store it on the aircraft. Detachable items such as seat cushions and footrests can be carried onboard or checked with the wheelchair in the cargo compartment.

To ensure all customer’s needs are accommodated, advance notice of powered equipment is appreciated.

For wheelchair stowage information on Mokulele Airlines, please contact them directly by visiting www.mokuleleairlines.com.