Inca Rail Avis 15

As an English speaker, I made a mistake on the Spanish Inca Rail Website on January 11, 2026 and accidentally purchased train tickets for the wrong date of January 12, 2026. I meant to purchase tickets for March 12, 2026. There was no way that I could use the January tickets. It was clearly an error. I immediately purchased tickets for March 12, 2026, which is when I intended to travel. I was informed today that I could not get a refund for the accidental January tickets because I did not cancel them within 24 hours. I purchased those wrong tickets with less than 24 hours to correct the error. I was told that the terms and conditions did not allow for a refund under that timeframe. So Inca Rail has taken my $156 USD for tickets I could not possibly use. I only hope that they have the decency to donate that money to charity.

They took our money but did not issue us tickets. With lots of hassle we got 90% back but they charges us 10% for their faulty service. :-(.

This was a part of our Mega Expeditions tour. The train broke down at Chilca for over an hour, so we missed our chance to enjoy the beautiful sights of the journey (which was the whole point), as it was pitch black by the time we got going again. Passengers were offered a bag of nuts and half a cup of water as compensation.

On the way back, the train stopped for another half an hour, for us all to watch an awkward dance you couldn't see much of in the train aisle. I needed the toilet as I got off the train, but the female staff member literally pounded on the door until I got out, where she proceeded to scream in my face. I understand there's a quick turn around, but her behaviour was disgusting.

Do not recommend. Take Peru Rail instead if you have an option to do so.

Alleen maar vertraging. Eerst door protesten 3,5 uur moeten wachten in de ochtend. In de avond om 19 uur was er weer 2 uur vertraging. Helaas worden passagiers niet op de hoogte gehouden over wat er aan de hand is. Omroepsysteem is niet te verstaan, geen informatie borden. Ik zal nooit meer reizen met deze treinmaatschappij: geen communicatie, 1 grote chaos!!!

Shuttle service from Cusco was awful. There’s very little space in between seats, so you get squeezed by the reclined seat in front of you and kicked by the passenger behind you. They did a 30 min stop in the 2 hours ride from Cusco to Ollantaytambo, making the already long trip from Cusco to Aguas Calientes unnecessarily longer.

The train station waiting room is too small and was really crowded. The food on their coffee shop was overpriced.

The boarding process was amateurish.

A terrible and very expensive experience.

Terrible experience. We arrived early and a speaker kept telling us to wait, that we will be boarding soon. When the time was up, we approached a lady who told us that the train just left. There were a bunch of people with the same problem. They charged us another ticket telling us that it was our fault! We previously bought the bus with them, they said that we had to purchase another one on our own accord. We are going to miss our flight home!!! Please be careful with this service.

I had high hopes for the Inca Rail 360° train to Machu Picchu, but honestly, it was a letdown. The whole selling point is those panoramic windows and the outdoor balcony, but their “balcony” doesn’t even have a view towards the back, just left and right so we couldn’t take the beautiful panoramic pictures advertised.The windows were scratched up too, which didn’t help the ‘scenic’ vibe they promise.
The service? The staff seemed distracted, and when I asked about switching seats, they brushed me off with some excuse about it being full—yet I could see empty spots. The snacks they handed out were stale, like they’d been sitting around for days. For the price I expected more.

I deeply regret choosing IncaRail for our trip. Despite spending nearly $1,000 on four tours booked months in advance, the service was disorganized, unprofessional, and disappointing.

Poor Coordination: Trip details were shared late the night before, with intrusive calls to our hotel room at 9 PM asking for information I couldn’t possibly have, showing a lack of internal organization.
Outsourced and Unreliable Services: Tours were outsourced to local providers and confirmed last minute, leading to confusion and a lack of professionalism.
Rigid Policies: After responsibly informing the guide I was sick on the morning of the last tour, IncaRail refused to reschedule or refund, hiding behind a rigid 72-hour cancellation policy—even for a shared tour where costs wouldn’t have changed.
Unpreparedness: On the Humantay Lake tour, no guidance was provided on the poor road conditions, trekking essentials, or oxygen for altitude sickness.
Unprofessional Staff: During the Aguas Calientes journey, staff forgot a phone at a viewpoint, forcing the van to reverse uphill without explaining to passengers.
Tacky Entertainment: Over-the-top parades on the way to the train and onboard felt forced and detracted from the experience.
Hidden Costs: Additional ticket costs were not disclosed in advance, leaving us unprepared.
IncaRail’s lack of professionalism and disregard for customer experience do not justify the premium price. I strongly advise against booking with them. For tours, do not book to much in advance, and be aware or policiest. For trains I recommend Perurail.

This was part of a luxury package. Not all seats on the 360 train have a glass ceiling, so you may or may not get a view. Breakfast: stale bread and watery coffee. The tour supposed to last 2.5 hours but the guide had other clients so he made us leave after 1.5 hours. Then the company would either not reply or replied with wrong pick up times. And if you book other tours with this company they will subcontract and overcharge.

Compre tiquetes y genero automáticamente los boletos y envió al correo soportes, algo que peruRail no hizo.

Völlig überteurte Preise. Wir hatten ein Kombi für 4 Tage Ausflüge (2 Tage Sacred Valley, 1 Tag Machu Picchu und 1 Tag Rainbow Mountain). Die Ausflüge wurden schlussendlich von einer anderen Reiseagentur durchgeführt, Condor Travel. Von vorne bis hinten eine Katastrophe. Der Lunch am 3. Tag hiess von Seiten Condor, sei nichts inkludiert. So hätten wir von 9am bis 5pm ohne Essen auskommen sollen?!?

Wir haben Incarail wegen Machu Picchu gewählt, da wir dachten nur so ist unser Ticket sicher. Tickets gibt es jedoch genügend, sie können ganz kurzfristig vor Ort Ausflüge buchen und erst noch zu deutlich viel weniger Geld, extrem viel weniger Geld.
Incarail hat online einen starken Auftritt, dahinter steckt jedoch nichts. Wie kann man gebuchte Ausflüge einem anderen Anbieter abschieben?!

Als auf unserem Ticket auch noch falsche Angaben waren und wir im Office von Incarail deswegen vorbeigingen, wollte die Dame uns zunächst abwimmeln und sagte das müssen wir mit Condor klären. Erst als wir unsere Stimme erhoben, hat sie sich dann bei Condor gemeldet.

We went with the 360 train for our trip in to aguas Calientes. If you are looking into tours, you know that this is a more expensive option than the voyager. We paid a premium price for a seat on that train and our view was TERRIBLE! Worse than the view was the customer service. Their only accommodation they were willing to make was to seat us all apart. We are traveling with a 4 and 6 year old. When we arrived at the station in AC naturally I complained about my inferior voice experience with both the product/ service we paid for and the customer service. My best advice would be to avoid this company all together and use Peru rail. Obviously, the price difference is worth it. On our way back, we took the voyager and had a WAY better view, we felt ripped off by the 360 train and completely disappointed with their inferior service- the least they could have done was offer us a free beverage, but nothing! I DO NOT recommend using Inca Rail as your train service.

During the 2023 issues from Peru, Inca Rail issued vouchers to pay back my tickets. I was suppose to use them in 24 months and send them a head up no more than 30 days in advance. They failed to reply to my request for booking for 4 days. It looks like it was a scam to not refund cancelled train tickets.

Overcharge. Discrimination of tourist...Peru people pay difrent price....I wish in Eu we should be do the same for people from Peru.Not belive in marketing videos about beutifull views ..nothing special...If they charge so much...
Maybe one day they clean windows in train for clear view. Greedy company

All was okay except for the prices. They take advantage of their position as one of only two train companies with trains to Machu Picchu. Paying $100 for a two hours trip is very expensive, particularly comparing with the prices in Peru.